Election Commission Launches Toll-Free Call Center to Address Voter Queries Ahead of Upcoming Polls

Kathmandu. “Where should I check for my name on the voter list?” Upon passing through security at the main gate of the Election Commission office in Kantipath, a voter asked an employee having tea at the canteen. After the man, estimated to be around 50 years old, posed his query without revealing his identity, the employees there replied, “You can check it on your own mobile phone.” When the voter stated that checking on a mobile phone was difficult and he preferred to check in person, he was directed to the branch managing the Commission's information technology system.

After seeing his name and polling station address on the voter list on the computer with his own eyes, he left the Bahadur Bhawan premises, relieved, saying, “Now I will be able to cast my vote.” It seemed that members of the younger generation were not present in his household, which is why he was not accustomed to using mobile phones for IT-related matters. The Commission's staff also advised him, “If you have such queries regarding elections, you don't need to rush to the office; you can get answers or solutions by calling the toll-free 'call center' directly.”

The Commission has operationalized a 'call center' for the House of Representatives election scheduled for this coming Falgun 21, just like in the past. The Commission has arranged for inquiries regarding voter ID cards, voter education, the code of conduct for elections, and other matters to be made by calling the toll-free number 1102. According to Sapana Bhattarai, the coordinator of the Commission's call center and Undersecretary, nine people are currently working at the center, including a computer officer and two technicians from Nepal Telecom. She stated that phones received at the center are answered, and problems are resolved or necessary answers are provided every day from 9 AM to 6 PM.

According to her, they receive between 70 to 200 calls daily. “We resolve most of the questions ourselves. If they are beyond our scope, we forward them to the concerned branch or individual,” Coordinator Bhattarai said. According to the Commission's Deputy Spokesperson Kul Bahadur GC, queries such as ‘What needs to be done to obtain a voter ID card? Can one register their name in the voter roll and participate in voting before this election?’ are also received at the 'call center'. In response to such queries, the answer given is, “A voter ID card is issued after registering one's name in the voter roll at the concerned election office by including citizenship. Biological details such as the applicant's photo and fingerprint are collected for voter registration. Since the election is approaching, the process of voter registration and updating the roll has been suspended for the election period as per the legal provision.”

Similarly, questions like ‘Can one register their name in the voter roll from a district other than their permanent address?’ and ‘What is the penalty provision if the election code of conduct is violated?’ are also addressed. Provisions for action against the violation of the election code of conduct are made in the Election Code of Conduct, 2082, while voter roll registration and updating will resume after the election. As per Article 48 of the Code of Conduct, violation of the code of conduct can result in a fine of up to NPR 100,000, cancellation of candidacy, and if any financial assistance is taken in violation of the code of conduct, the political party or candidate receiving such assistance may be fined an amount equal to the income or expenditure received. Furthermore, a candidate who fails to pay such a fine within six months may be declared ineligible to contest any election by the Commission for up to six years, effective immediately.

Actions for acts considered election offenses under prevailing laws will be taken according to the Election (Offenses and Punishment) Act, 2073. The question of ‘Where to file a complaint if a violation of the election code of conduct is observed?’ is also raised at the Commission. If such a violation is observed, the person wishing to file a complaint can submit it orally, in writing, via social media, electronic means, or any other method to the Election Commission, the Office of the Chief Election Officer, the Office of the Election Officer, the Election Office, the District Code of Conduct Monitoring Committee, the Monitoring Team, or the Monitoring Officer in the prescribed format. When filing such a complaint, the basis, reason, and any supporting evidence must also be attached.

A question heard by the Commission's 'call center' was, ‘What arrangements has the Commission made for the movement of foreign tourists on election day? Will movement on international flights and land routes be restricted?’ In response, the answer given is, “No national or international flights will be halted on election day, and a procedure for vehicle permits, 2082, has been formulated to manage the movement of vehicles that must operate on highways. Vehicles for tourist movement can operate by obtaining permission from the District Administration Office or the Election Commission in Kathmandu at least two days in advance. Except for essential services, diplomatic missions, and the National Human Rights Commission, no other type of vehicle can be used without obtaining a permit.”

Furthermore, queries are also received at the call center regarding the requirement for candidates/parties participating in the election to operate separate bank accounts for cleanliness and expenditure transparency, the deployment of staff at polling stations, the status of invalid votes, and the management of social media content. The circumstances under which votes become invalid have been clarified according to legal provisions. A vote will be invalidated if it is cast on a ballot paper not signed by the concerned Polling Officer; if any mark or stamp other than the ink and swastika symbol placed by the Election Commission is used to mark the vote, or if the vote is marked with a thumbprint; if the ballot paper is smeared or torn so that the marked symbol is illegible; if the mark is made elsewhere instead of in the box of the candidate's election symbol; if more candidates are marked than the number of seats to be filled; if votes are marked for more than one election symbol; if the ballot paper is returned to the Polling Officer without marking any vote; if no election symbol of any candidate is marked; if voting is done using a ballot other than the one prescribed by the Commission; if the vote is from a ballot paper placed outside the ballot box; or if a forged ballot paper or a ballot paper designated as invalid by the Commission is found.

The Commission also provides the answer that office bearers of a trade union should be understood as the chairperson, vice-chairperson, general secretary, secretary, and treasurer of the executive committee, and the term also includes the executive committee members. Since the trade union gains legal existence and becomes active through this Act, the meaning according to this definition must be considered.

In response to the query, ‘What measures has the Commission adopted to control the rampant negative video content appearing on social media and to provide factual information about it?’ the Commission stated, “The Information Integrity Promotion Unit, staffed with expert personnel, at the Commission monitors and analyzes harmful content published on social media and mass media. It proposes control measures for various content published and broadcast on mass media and social media. Based on this factual analysis, the Commission directs the concerned bodies for necessary legal action.”

According to Deputy Spokesperson GC, to provide factual information regarding the election and prevent voter confusion from baseless and misleading information circulating on social media, the Commission has been continuously publishing and broadcasting voter education materials through social media and other communication channels. In addition, clarity on current issues is maintained through regular weekly press conferences, periodic issuance of press releases, and the publication and broadcast of interviews and statements by Commission officials and staff. Regular e-bulletins are also sent out for regular activities and information.