20. Customer Complaint Management

(1) For complaint management according to Section 31 of the Act, a responsible officer (nodal officer) should be appointed to hear complaints in each ministry, department, government agency and office.

(2) The government agency may provide free telephone or online service or other appropriate means to listen to complaints.
(3) The officer responsible for hearing the complaint (nodal officer) shall submit to the head of the office with his suggestions for handling the complaint within twenty-four hours from the date of receipt of the complaint. The head of the office has to give an order immediately and if such an order is given, it will be the duty of the officer responsible for hearing the complaint to manage the complaint according to the order and inform the complainant.