Grievance Handling and Redressal Mechanism


Government of Nepal, Ministry of Health, Department of Health Services, Logistics Management Division (LMD) annually purchases a large number of health-sector goods including pharmaceutical and non-pharmaceutical goods including contraceptives, equipment, instruments and accessories. LMD is also responsible for their storage and distribution to its various stores. Presently LMD has network of two Central Stores (at Teku and Pathalaiya), five Regional Medical Stores and District Stores. One of the vital components of procurement cycle is ensuring quality products are received in the stores or warehouses. Procurement cycle at LMD begins with estimating needs, tendering, receiving, storage and distribution to the various facilities. Procurement of medical goods take place both in the local market and in the international markets.

Grievance Handling Mechanism is a part of any administration. No administration can claim to be accountable, responsive and user-friendly unless it has established an efficient and effective grievance handling mechanism. In fact, the Grievance Handling mechanism of an organization is the gauge to measure its efficiency and effectiveness as it provides important feedback on the working of the administration. It is a part of Good Governance Practices that must be introduced in each government office for effective redressing of complaints. Implementations of the mechanism protects integrity of the public procurement as well as assist the relevant government agencies in procurement processes including quality assurance, efficiency, transparency, public accountability and value for money. It enhances good governance in the public procurement sector in local level effectively and could provide fully assurance of quality control of the health sector goods for the people.

Following the promulgation of the constitution in 2015, Nepal became a Federal Democratic Republic. Accordingly the state is structured at three levels, namely the federation, the province and the local level. One of the biggest concerns facing the Government is how to make the public service delivery system more citizen-centric at federal, provincial and local level. An essential pre-requisite for this is to have a robust public grievance redress and monitoring mechanism, particularly in health sector that have a large public interface. In MoH/DoHS this requirement has not been established. In this context, grievances handling is an important task to keep pace with the momentum of the federalization with procedural reform in health sector. Redressing the grievances in procurement management, at present, is the key point of reform in health sector. Logistics Managemnt Division (LMD) of DoHS integrates all Federal Government MoH’s health logistics systems by engaging in procurement warehousing and distribution of Essential Drugs, Family Planning Commodities, Maternal & Child Health Commodities, Vaccines, Medical Equipment and Furniture, Vehicles, Transportation Services and other Health Commodities.  DoHS/LMD is considering following important tasks for the good governance.