14. Provisions related to Citizen Charter

(1) Every government office that provides services to the general public or maintains public relations shall keep the Citizen Charter in a suitable place within the premises of such office where everyone can see it.

(2) By-laws In addition to the things mentioned in sub-section (2) of section 25 of the Act, the following things should be mentioned in the citizen's charter to be kept as per (1):-

(a) Documents to be submitted by the service recipient to receive the service,
(b) Designation and name of the officer who will hear the complaints made by the customer regarding the service,
(c) Taluk office and telephone number of the service provider body,
(d) Priority of Service Delivery,
(e) Compensation and non-compensatory services.
(3) In order to claim compensation according to subsection (5) of section 25 of the Act, if the service provider is a district-level office, before the chief district officer, if it is a district administration office, before the regional administration office, if there is an office within Kathmandu Valley, before the relevant department, if there is a department or departmental-level office, the relevant The application should be submitted to the Ministry and, if it is a Ministry, to the Office of the Prime Minister and the Council of Ministers in the format as per Schedule-2.
(4) In the case where the district level office or district administration office is a service provider, there will be a committee as follows to determine the compensation according to this rule:-

(a) Chairman of the District Development Committee - Chairman
(b) Chief District Officer – Member (c) Head of Service Provider Office - Member

However, in the case of District Administration Office and District Development Committee Office, there will be a compensation committee with a maximum of three members appointed by the Regional Administrator to determine the compensation. In the case of a department or a departmental level office, a ministry or an office of the Prime Minister and the Council of Ministers, the relevant ministry or agency may constitute a compensation determination committee with a maximum of three members. If you feel anxious, reach out to the customerConsidering the extent of the actual loss, the relevant committee may give an order in the name of the official of the relevant agency to give compensation for free or up to five thousand rupees when re-providing such service. ) the chief officer of the concerned agency shall collect the compensation from the responsible employee who does not provide the service immediately and provide it to the service recipient.