Digital Shift Renders Traditional Complaint Boxes Obsolete in Government Offices

Janakpurdham. With the rapid development of modern information technology, the methods for registering complaints, suggestions, and grievances in government services have undergone a significant transformation.

As online systems, websites, social media, and direct contact methods become more effective, the traditional complaint boxes that were once standard are gradually becoming obsolete.

In previous years, complaint boxes placed in government offices were the primary medium for service seekers to express their problems, suggestions, and dissatisfaction. However, these boxes are now seen empty in most offices.

In some places, boxes that have not been opened for a long time are even covered in spider webs and wasp nests, clearly indicating their declining usage.

According to local representatives from various districts of Madhesh Province, the change in the behavior of service seekers has also contributed to the reduced use of complaint boxes.

Gaushala Municipality Mayor Dr. Dipendra Mahato stated that not a single complaint has been filed in the box during his nearly four-year tenure. He noted that the trend of service seekers directly presenting their problems to representatives, information officers, or office heads has led to a decline in the use of these boxes.

Similarly, Janakpurdham Sub-Metropolitan City Mayor Manoj Sah mentioned that since they meet with service seekers daily, their complaints are presented directly, reducing the need to use the boxes.

Even in agencies with high foot traffic like the District Administration Office, the use of complaint boxes is minimal. According to Mahottari Chief District Officer Indradev Yadav, the use of the boxes has decreased because service seekers prefer to visit the office directly or contact the relevant officials if they have grievances.

The development of information technology has made the process of registering complaints easier and faster. Bardibas Municipality Chief Administrative Officer Rammani Adhikari stated that most government offices now have arrangements for online complaint registration through their own websites, which saves time and effort for service seekers.

Even in offices with high service demand like the Land Revenue and Land Reform Office in Jaleshwar, complaint boxes are often found empty. Information Officer Ajay Kumar Karna noted that service seekers now prefer to go directly to the office head or make their issues public through social media.

Additionally, government offices have started publishing citizen charters, service delivery details, and other information through websites. This has led to an increasing practice of service seekers raising complaints through direct meetings, phone calls, or digital platforms.

Krishna Thapaliya, General Secretary of the National Federation for Right to Information in Madhesh Province, stated that while the complaint box is a good system, its usage is declining due to a lack of sufficient awareness regarding its effectiveness. He added that the importance of these boxes is gradually diminishing as offices fail to pay attention to their regular management.