My bitter experience of Malpot office

I always feel uneasy, uncomfortable, and uncanny when I remember that I need to go to Malpot Office (Land Registration Office) and Survey Office for work. I know hardly you find any helpful and good heart people in that office. Your paper does not move systematically and automatically there. You often see as if they are there to create problems, not solve the issues, not to help the people. I lose my energy, get nervous, and my smile disappears from my face. I lose my peace. Instead of helping the people, their trouble-giving attitude for extorting some token comes to my mind. I get disturbed and tremble from within. I feel helpless. Because I am acquainted with its unsystematic management and the unavoidable intentionally made problem, you are bound to face in that office. But when you have some property -- land, house, apartment, you cannot just escape from that work, the work for going to that office for selling, buying, or transferring your ownership. That would be a part of your life.

I have some property to be transferred to my name from my wife's name after her sad demise. From the civilized society's point of view, that is the most straightforward work that could be done within an hour when you have relation and death certificates. I had to go to Malpot Office, Lalitpur for that purpose. I went there with my own written and typed application with all the original and photocopies documents - relation, death, citizenship certificates, and the letter of tax clearance and recommendations from the Ward Office of Lalitpur Municipality on 18 April 2021. I got there at 11 am.

I did not know which room or unit I should go to for my work - Namsari (transfer of ownership). I went up and down the offices looking at the officer's name and office sections. Everywhere I saw the people jam-packed as you know the traffic jam in the narrow busy street. I could not get an idea of which room I should enter and to whom to approach. Suddenly, I remembered Lekhandas (Application drafter and facilitator), who would fill up the forms if needed and get the works done moving and taking around the rooms. Simultaneously, I assumed, he might charge me about Rs 500 or so as there was not much work to be done. My application with the needed documents was ready. I called him. Instantly, he came to take me, and I followed him to his office. As soon as we reached his office, he said that he would charge me Rs 10,000 if he needed to get the works done in my absence without trouble as he would have to give money to the officials of all the sections and charge me Rs 5000 if he had only to guide me to show the units. In that case, I would need to move, stand and wait in all the sections by myself. It would not be sure when the work would be done.

The amount asked from me may be called tips, tokens of gratitude for prompt work or favouritism, or bribe. I was astonished to hear it. I could not accept it. I asked him why it would be so much. There is not much work, and the result is just to transfer the name - from my wife's name to my name. I know that everything is expensive in our country. But our money is losing value. But I could not think just for the work of transforming the name the Lekhandas could ask so much money. I did not realize our money has been so cheap for some people. People ask not hundreds but thousands for simple work, whereas the majority live with empty stomachs. I remembered the day I bought the land at Balkhu Road, my residence, at Rs 4000 per ropani in B.S. 2026... As I could not accept his terms- Rs 5000 fee to show the rooms and Rs 10,000 to get favour and unquestionable help without trouble. I returned from his office telling him that I will do my work myself, facing all the challenges whatever would come. I did not know that was my wise or wrong decision in that situation. I went to the Malpot chief's office in Room No 18. I came to know his name from the hanging name board Mr Shalik Ram Acharya. He was not there. I waited for a while and saw him came. I had heard that senior citizens would get priority in the government offices in work. I possessed an old citizen's certificate from my ward and carried it with me. I approached him with a polite and subtle voice for help if he could direct someone to guide me, telling him that I am a retired official from the Tribhuvan University and a senior citizen of 78 years old giving my name card. But I did not say to him that I was the former chief of the Tribhuvan University Service Commission Office and very honestly served the university in different departments and sections as a sincere servant of the people with pride and dignity. I told him I did not know any of the moving procedures from one room to another. He looked a somewhat serious person, not smiling. I did not see any welcome approach to me in his face what I expected as a responsible senior citizen. Anyway, he called a person to check my documents and direct me where I should go. I must appreciate him for that. Later on, I realized that the man he called was Mr Dhana Raj Giri from the account section, Room No 19, next to his office. Mr Giri was kind enough to help me and told me the areas where I should go. I am grateful to him. I thanked them both though they did not care about it. I went to room No 14 on the third floor as I was told. The name of the officer was Mr Bishnu Prasad Gautam. He was not on the chair and I waited for him for about 15 minutes. He was the officer to permit to take the letter to the procedure (Tok Adesh). There were not many people in his office as in other sections. He put his signature with the permit. I asked him whether I could get his telephone number. He was reluctant about it. I left the room.

My next move was to Darta Chalani (Register and Dispatch ) on the ground floor. I registered the letter here and then went to room No 13, on the second floor. There was a lady named Indu Dahal who was loving and helpful. She showed some love and kindness to my age. She was exceptional. I was happy. She registered the letter here again and got my fingerprint and signature on the documents called Sanakhat (verified ). She asked me to go to the computer, on the ground floor. I went to the computer windows with many numbers - 1, 2, 3 so on. There was an unimaginable crowd without any line. Hardly one could see the official with a jam-packed crowd. There was an atmosphere that only the tall and robust would reach the front. With a risk of the corona, with patience, heavy heart, and difficulty, I got the front of the computer man of counter two after some time. But he directed me to go to Moth Section to verify my documents, not his place. Moth means record file.

I went to Moth Section. That was a mesh. There was another Jam-packed crowd. There were two people - one officer named Bishnu Panth, who is supposed to verify and certify your documents, and a lady named Om Shanti who search, find out the record. There was heavy overwork for them, and the crowd surrounded them. There was no queue or systematic role arrangement for the job. As if the system seemed survival of the strongest. But the system so far I could understand and smell under the table contact as the Lekhandas who asked for Rs 10,000 from me told about it. Here it seemed the role of the Lekhandas would be valuable. He would be the facilitator. His file and documents would be in priority of the officers. I experienced it here. In this challenging situation, I stood two and a half hours. Even though the lady Om Shanti was sympathetic to me, she had no time to give only attention to me. I could see it. She tried her best to find out my office record file but could not for a long time. At last, she found my record after two hours. I was happy and thanked her. I appreciated her goodwill towards me. One could hardly get such a gesture in that office. But the officer Mr Panth who was most favourable to his regular contacts did not show any sympathy and helpful attitude to me, and the people like me made me wait until the last. It seemed he had no love and concern for the seniors even though I showed him my senior citizens certificate. Anyway, I got my file verified from this section and submitted it to room 13 Mudda Shakha (at 2 pm) on the second floor. The officer named Madhab Baral there asked me to come tomorrow or after a day. I know I was not supposed to ask the reason for it because the officer or clerk - high or low level was there as the King and Queen, unquestionable. You are the helpless their subjects. You would get more trouble if you asked more questions. So I said OK and returned. I parked my car in front of the Electricity Office. After 3 hours and 8 minutes, I returned, and the parking fee collector asked me for Rs 200 for four hours. Even for eight more minutes, he charged Rs 50, which should be for only one hour. Everywhere the tax and fee are so high in our country with the present republic system. But I doubt it would go for the country's development or the people's welfare like any other democratic developed countries.

As I was asked to come tomorrow or the day after, I went to see the officer on 20 April, a day after, thinking it would be better to wait. I did not have any idea how much the work is left and what would be the following procedure. I was disturbed from the morning, remembering all the mismanagement and unhealthy atmosphere of that office. With very much anxiety and fear, I met the officer, Mr Baral. My mind was full of doubt that my work would be done straight and I would get the paper today. I know they could say anything, create any problem, ask me to come some other day. I know there would not be anyone to hear my complaint. I assumed the office chief is thoroughly acquainted with the situation. He would prefer to close his eyes and ear. His success is there to run the office the way it has been running from time immemorial. The problem could be solved easily if any systematic, automatic delivery system could be introduced with first registered first serve management, closing doors to the clients to enter the offices of internal works and giving clients time to collect the paper after some days. In this way, I think the office staff could work peacefully; the system of tips, tokens of gratitude, and bribery would automatically disappear. It seems no one wants to establish good governance -- from the minister to the clerk. It seems no one wants to stop the system of corruption -- the excellent source of income. Everybody knows mismanagement, problem and corruption are interlinked and correlated. Without mismanagement and creating problems, no one would seek favour and offer tips.

I reached at 10.45 in Room No 14, called Dispute Unit (Muddda Shakha). Indu Dahal, the lady who helped me with love and kindness the day before yesterday, gave me a big smile. Madhab Baral, her sir, who asked me to come tomorrow or the day after on Sunday, was on the chair. I saw my file on the table. He said," Oh, you came. I asked you to come," I said, "yes". After working on some other files, he started writing something for my case. I was waiting with dumbfounded standing as there was no chair to sit. After about 4o minutes, he gave me the file asking me to take it to Room No 14 to Bishnu Prasad Gautam, another officer, and bring it back. I did the same and gave the file back to him with the writing of Mr Gautam. This time he neglected me and did not give any attention to me. I did not know what to do. Indu, with love and sympathy to my age, arranged a chair for me, and I thanked her and sat. Even after half an hour when he did not show any concern to my file working with many other files brought out by the people who came after me, I tried to draw his attention showing him my file and asking him politely what I need to do next. He got irritated and pushed my file to a distance asking me to wait. I was sitting there with a disturbed mind controlling my anger and tolerance. I was so sorry to be in a state of their mercy forgetting my democratic rights. At last, he completed my work but told me, "another officer Mr Bhatta who needs to work on it, is out" So, come after some time or hour. I obeyed him as there was no other way for me.

After an hour, I went there and got my file from that section. In this way, I had to move my file several times bach and forth around Room No 13, 14, 6, 7, and the computer section of counter 3 with very much intolerable humiliation. I completed the work with my tired and old age leg climbing the stairs up and down many times. In this process, I had palpable care and love, kindness, and help from Indu Dahal of Room No 13, Om Shanti of Room No 7, Tek Narayan of Room No 6, and Nabin of Counter 3.

Lastly, I was for my last final work for getting my documents in Room No 7, Record, Register File section at 2:45 pm. As soon as I reached there Om Shanti, the lady there helped me as she did before keeping the Register Ready with my pasted photo to be signed by the concerned officer Bishnu Panth. He was present there in the right corner of the room with some files. I waited there, but he did not show up in his usual seat to sign the paper. There were not more than four clients in the room at that time which was unusual. So I requested him for his signature. He said he cannot do my work today and asked me to come tomorrow. I tried to convince him to be kind, loving, and cooperative with some love and kindness toward senior citizens, but he did not show any concern to it with his stone heart and left the room with some clients talking and laughing together and disappeared. Then I lost my tolerance. I voiced against that inhuman behaviour and injustice. I went to the Office of the Chief, Mr Acharya thinking to report him for help. He was not in the room. Suddenly I saw Mr Giri, who guided me with the direction of the chief on Sunday. I told him this sad story to report to the chief. I did not know whether he could report my complaint to the chief or himself, being the person of good heart, requested the misbehaved officer, Mr Bishnu Panth, to be loving and cooperative to me. He talked to Mr Panth, whispering something in his ear. After Mr Giri's talk to Mr Panth, I got my paper with completing the work within a few minutes and returned home at 4 pm from there. Mr Panth was the worst among all the worse none cooperative personnel in that office, from my experience. I hope and pray the present Office Chief, Director General, Secretary, or the Minister of the concerned Ministry will give due attention to establish the systematic, scientific system in this office in the not too distant future for all the people's justice and welfare. Simultaneously, I hope they simplify the unnecessary process and procedure based on studying some developed country's sound systems suitable to us. No one, no foul players, could present problems and trouble to the clients. Once you have the required documents prescribed for the purpose - citizenship, death, relationship, tax, etc., there is no sense in making the process to go to Ward Office for a recommendation. I do not see any reason for it. I came out of that office as if I could be victorious climbing Mount Everest without any necessary equipment. I condemn the stone-hearted people who are giving problems to their clients for some monetary gain and salute the immaculate heart of some staff -- Indu Dahal Om Shanti, Nabin, and Tek Narayan for their love and help.