Energy Ministry Revamps 1151 Hotline, Proactively Addresses Over 10,000 Public Complaints

The Ministry of Energy, Water Resources, and Irrigation has overhauled its official hotline, 1151, transitioning the service from a standard complaint log into an active, results-oriented problem solving resource. Initiated under the leadership of Energy Minister Biraj Bhakta Shrestha, the ministry and its associated agencies are executing a streamlined approach aimed at bypassing traditional bureaucratic delays to resolve public grievances swiftly.

The upgraded system is designed to consolidate incoming citizens' concerns from various communication channels including telephone calls, WhatsApp, email, and the government’s 'Hello Sarkar' platform. Once registered, these complaints are immediately routed to the appropriate agencies for rapid intervention and real time resolution.

Since the implementation of this proactive strategy on March 29, the ministry has registered a total of 10,392 complaints. Official data shows that in the initial two week period leading up to mid April, the system logged 4,248 complaints via phone, 14 through WhatsApp, two by email, and five through Hello Sarkar. The volume of public engagement surged during the subsequent month of Baisakh (April 14 to May 14), which recorded 6,026 phone calls and 92 complaints through alternative digital methods.

According to ministry reports, the vast majority of grievances are tied directly to electricity services and infrastructure safety. Frequently cited issues include power line interruptions, transformer damage, low voltage, electrical accidents, wire fires, and toppled or falling power transmission lines and poles. Additionally, the ministry has received numerous consumer requests regarding pole relocations, new meter installations, meter reading discrepancies, and issues surrounding Electric Vehicle (EV) charging stations.