Public Relations and Grievance Quiz

Public relations mainly aims to build:

• A) Public trust ✔
• B) Office walls
• C) Taxes only
• D) Private profit

Why: Public relations (जनसम्पर्क) in a government office aims to build public trust through clear information, polite behaviour and two-way communication with service seekers.

Hello Sarkar works under the:

• A) Ministry of Home Affairs
• B) Office of the Prime Minister ✔
• C) Supreme Court
• D) Election Commission

Why: Hello Sarkar, the government's central complaint system, works under the Office of the Prime Minister and Council of Ministers (OPMCM), which forwards complaints to the right office.

The toll-free number of Hello Sarkar is:

• A) 100
• B) 1111 ✔
• C) 1147
• D) 102

Why: Hello Sarkar's toll-free number is 1111. People can also complain through its website and mobile app.

A box in the office to receive complaints is a:

• A) Darta box
• B) Grievance box (उजुरी पेटिका) ✔
• C) Cash box
• D) Tender box

Why: A grievance box (उजुरी पेटिका) lets people drop written complaints, even anonymously, so they can raise problems without fear.

The first step in grievance handling is to:

• A) Punish staff
• B) Register the complaint ✔
• C) Ignore it
• D) Close the file

Why: The first step is to register every complaint with a number and date (गुनासो दर्ता), so it can be tracked and not lost.

The last step is to:

• A) Record and learn from complaints ✔
• B) Throw away records
• C) Shout at the complainant
• D) Close the office

Why: The last step is to record the result and learn from complaints, so the same problem does not happen again.

Which is a method of public relations?

• A) Help desk ✔
• B) Hiding information
• C) Long delay
• D) Rude behaviour

Why: A help or information desk (सोधपुछ कक्ष) is a common public relations method: it guides visitors on where to go and what documents they need.

A public hearing (सार्वजनिक सुनुवाइ) helps to:

• A) Hide budget
• B) Get direct feedback from people ✔
• C) Stop services
• D) Increase fees

Why: A public hearing lets citizens speak directly to officials about services, problems and spending, giving the office honest feedback.

Complainant details should be kept:

• A) Public
• B) Confidential ✔
• C) On the notice board
• D) In newspapers

Why: The complainant's identity should be kept confidential, so they are protected from retaliation and others feel safe to complain.

Who should receive priority at the help desk?

• A) Relatives of staff
• B) Elderly and persons with disabilities ✔
• C) Only rich people
• D) Nobody

Why: Elderly people, persons with disabilities, pregnant women and others who need help should get priority service at the help desk.

After solving a complaint, the office should:

• A) Inform the complainant ✔
• B) Keep silent
• C) Delete the record
• D) Ask for money

Why: After acting on a complaint, the office should tell the complainant what was done. This feedback builds trust in the system.

Under the RTI Act, offices appoint an:

• A) Information officer ✔
• B) Army officer
• C) Auditor
• D) Judge

Why: Under the Right to Information Act, 2064, every public body must appoint an information officer to give information to citizens on request.

Grievances are mainly about:

• A) Delay, misbehaviour and irregularity ✔
• B) Staff birthdays
• C) Weather
• D) Sports

Why: Most grievances are about delay, rude behaviour, irregularity or corruption in services, meaning dissatisfaction with how an office works.

A good grievance system should be:

• A) Expensive and slow
• B) Easy, quick and fair ✔
• C) Secret from public
• D) Only for officials

Why: A good grievance system is easy to use, quick to respond and fair to both the complainant and the staff concerned.

A citizen charter is a tool of:

• A) Public relations and service delivery ✔
• B) Military training
• C) Foreign policy
• D) Tax evasion

Why: A citizen charter (नागरिक बडापत्र) displays each service, its fee, time and responsible staff. It supports both public relations and service delivery.

In Nepali, public relations is:

• A) जनसम्पर्क ✔
• B) जनगणना
• C) जनशक्ति
• D) जनआन्दोलन

Why: Public relations is जनसम्पर्क in Nepali: building good relations and communication between the office and the public.

In Nepali, grievance is:

• A) गुनासो ✔
• B) गौरव
• C) गोष्ठी
• D) गोश्वारा

Why: Grievance is गुनासो in Nepali, meaning a complaint or dissatisfaction about a service or behaviour.

Public relations is a planned effort to build:

• A) Understanding, trust and two-way communication ✔
• B) Secrecy
• C) Conflict
• D) Delay

Why: Public relations is a planned, continuous effort to build understanding, trust and two-way communication between an organisation and the public.

Public relations helps to make:

• A) Services known to the public ✔
• B) Services hidden
• C) Fees higher
• D) Files lost

Why: Public relations makes services known to the public, so people know what services exist, what they cost and how to get them.

Collecting feedback from citizens is a benefit of:

• A) Public relations ✔
• B) Store management
• C) Budget release
• D) Customs

Why: Collecting feedback is part of public relations, because PR is two-way: the office informs people and also listens to them.

In Nepali, information desk is:

• A) सोधपुछ कक्ष ✔
• B) भण्डार
• C) कोष
• D) अदालत

Why: An information or inquiry desk is सोधपुछ कक्ष, where visitors can ask questions and get directions.

Press releases are a method of:

• A) Public relations ✔
• B) Recruitment
• C) Audit
• D) Store control

Why: Press releases share official information with the public through the media, which makes them a public relations method.

Mobile service camps help:

• A) Bring services to people in remote areas ✔
• B) Close offices
• C) Increase delay
• D) Hide services

Why: Mobile service camps take services such as citizenship or vital registration to remote areas, so people do not have to travel far.

Good public relations behaviour includes:

• A) Greeting politely and listening patiently ✔
• B) Shouting at visitors
• C) Ignoring questions
• D) Asking for tips

Why: Greeting visitors politely, listening patiently and explaining clearly are basic public relations behaviours for every office staff member.

Giving correct information to visitors is:

• A) Good PR behaviour ✔
• B) Optional
• C) Bad practice
• D) Illegal

Why: Giving correct, complete information saves visitors from repeated trips, which is good public relations.

Avoiding delay is part of:

• A) Good public relations behaviour ✔
• B) Poor service
• C) Corruption
• D) Groupthink

Why: Providing services on time, as promised in the citizen charter, is part of good public relations and service delivery.

Which is a grievance?

• A) Complaint about misbehaviour by a staff member ✔
• B) A thank-you letter
• C) An invitation
• D) A budget report

Why: A complaint about a staff member's misbehaviour is a grievance. Grievances are complaints about how a service is delivered.

In Nepali, grievance box is:

• A) उजुरी पेटिका ✔
• B) भोट पेटिका
• C) धरौटी खाता
• D) दर्ता किताब

Why: A grievance box is उजुरी पेटिका, placed in offices to collect written complaints.

In Nepali, grievance-hearing officer is:

• A) गुनासो सुन्ने अधिकारी ✔
• B) सूचना अधिकारी
• C) लेखा अधिकृत
• D) प्रमुख जिल्ला अधिकारी

Why: The grievance-hearing officer is गुनासो सुन्ने अधिकारी, the staff member designated to receive and handle complaints.

Hello Sarkar can be reached by:

• A) Toll-free number, website and app ✔
• B) Only letter
• C) Only visiting Singha Durbar
• D) Only fax

Why: Hello Sarkar can be reached through the toll-free number 1111, its website and its mobile app.

Social audit is a way to:

• A) Receive and review public complaints and feedback ✔
• B) Hide spending
• C) Recruit staff
• D) Collect customs

Why: A social audit lets citizens publicly review an office's or project's work and spending, and give complaints and feedback.

The second step in grievance handling is:

• A) Classify by type and urgency ✔
• B) Inform the complainant
• C) Record and learn
• D) Ignore

Why: After registering a complaint, the next step is to classify it by type and urgency, so serious or urgent ones are handled first.

Checking facts and documents about a complaint is:

• A) Investigate ✔
• B) Receive
• C) Inform
• D) Archive

Why: Investigating means checking the facts and documents about a complaint before deciding what action to take.

Solving the problem or acting against the wrong-doer is:

• A) Act ✔
• B) Receive
• C) Classify
• D) Ignore

Why: The action step means solving the problem, correcting the service or taking action against the wrong-doer.

Registering every complaint with number and date is called:

• A) गुनासो दर्ता ✔
• B) गुनासो बन्द
• C) गुनासो लुकाउने
• D) गुनासो फाल्ने

Why: Registering each complaint with a number and date (गुनासो दर्ता) makes sure it can be tracked until it is settled.

Analysing common complaints helps to:

• A) Improve services ✔
• B) Punish complainants
• C) Hide problems
• D) Increase fees

Why: Analysing which complaints come most often shows weak points in services, so the office can fix the system.

A good grievance system is:

• A) Easy and free to use ✔
• B) Costly and hard
• C) Secret
• D) Slow

Why: A good grievance system is easy and free to use, so even poor or less-educated people can complain.

Impartial investigation means:

• A) Fair and without favouritism ✔
• B) Favouring friends
• C) Ignoring facts
• D) Punishing complainants

Why: Impartial investigation means checking complaints fairly, without favouring the staff member or the complainant.

The main purpose of using complaints should be to:

• A) Improve the system, not only punish ✔
• B) Punish only
• C) Ignore them
• D) Delay work

Why: Complaints should mainly be used to improve the system, not only to punish individuals.

Why keep the complainant's identity confidential?

• A) To protect them from retaliation ✔
• B) To hide the office
• C) To delay the case
• D) To avoid action

Why: Keeping identity confidential protects complainants from retaliation and encourages more people to report problems.

The RTI Act requires public bodies to appoint an:

• A) Information officer ✔
• B) Army officer
• C) Bank officer
• D) Customs officer

Why: The Right to Information Act requires every public body to appoint an information officer who handles information requests.

Which is a reason for grievances?

• A) Delay, poor service, irregularity or corruption ✔
• B) Fast service
• C) Polite behaviour
• D) Correct information

Why: Delay, poor service, irregularity and corruption are the main reasons people complain about government offices.

Public hearing in Nepali is:

• A) सार्वजनिक सुनुवाइ ✔
• B) सार्वजनिक बिदा
• C) सार्वजनिक खरिद
• D) सार्वजनिक सम्पत्ति

Why: Public hearing is सार्वजनिक सुनुवाइ in Nepali.

Public relations improves the:

• A) Image of the government ✔
• B) Corruption
• C) Delay
• D) Conflict

Why: Good public relations improves the image of the government, because people feel respected and well informed.

Websites and social media pages of offices are methods of:

• A) Public relations ✔
• B) Store keeping
• C) Budget release
• D) Audit

Why: Office websites and social media pages share notices and information quickly, so they are modern public relations methods.

Informing the complainant of the result should be done:

• A) Within the set time ✔
• B) Never
• C) After 10 years
• D) Only if asked by court

Why: The complainant should be told the result within the set time, because timely feedback shows the complaint was taken seriously.

Reducing complaints and conflicts is a benefit of:

• A) Good public relations ✔
• B) Bad behaviour
• C) Secrecy
• D) Delay

Why: Good public relations builds trust, which reduces complaints and conflicts between offices and service seekers.

Unit 1.5 grievance management connects office work with:

• A) Good governance ✔
• B) Weather
• C) Sports
• D) Foreign aid only

Why: Grievance management is part of good governance, because a government that listens and responds to complaints is accountable.

A complaint about a staff asking for a bribe should lead to:

• A) Investigation and action against the wrong-doer ✔
• B) Ignoring it
• C) Punishing the complainant
• D) Promoting the staff

Why: A complaint about a bribe must be investigated and action taken, because corruption is a serious offence, not just a service issue.

Which body runs Hello Sarkar?

• A) Office of the Prime Minister and Council of Ministers ✔
• B) Nepal Police
• C) Election Commission
• D) Nepal Telecom

Why: Hello Sarkar is run by the Office of the Prime Minister and Council of Ministers, which follows up complaints with the concerned offices.