Kathmandu, May 18: The Ministry of Energy, Water Resources, and Irrigation has revamped its hotline number 1151. This upgrade allows not just for complaints to be registered, but also for them to be resolved more effectively.
Since Energy Minister Biraj Bhakta Shrestha took office, the ministry and its associated agencies have been rolling out a fresh approach focused on ‘listening to complaints and addressing them quickly.’ Under Minister Shrestha’s leadership, the hotline has evolved from merely a complaint log into a proactive problem-solving resource.
The goal now is to achieve real results. The system is set up to handle customer complaints coming in from various sources—be it ‘Phone’, ‘WhatsApp’, ‘Email’, or ‘Hello Sarkar’—and to connect with the right agencies without any delays.
Rather than sticking to the usual bureaucratic red tape, Minister Shrestha’s team is working hard to tackle public concerns head-on. Since March 29, the ministry has reported an impressive tally of 10,392 complaints received through the hotline and other channels.
In just two weeks, from March 29 to mid-April, they logged 4,248 complaints via phone, 14 through WhatsApp, two by email, and five through Hello Sarkar. In the last month of Baisakh (from April 14 to May 14) alone, they recorded 6,026 complaints by phone and 92 through other methods.
The majority of these complaints are related to electricity services, particularly issues like electrical accidents, power line interruptions, transformer damage, low voltage, falling power transmission and distribution lines, toppled power towers and poles, requests for pole relocations, wire fires, meter installations, and problems with meter readings and EV charging.
