Complaints and grievance procedure

Anyone may complain about WeNepal: readers, people and organisations named in our stories, sources, advertisers and members of the public. This page explains where to send a complaint, what happens next and how long it takes. In this page "WeNepal", "we" and "us" mean the publisher that operates wenepal.com and the WeNepal app.

Please tell us who you are and how to reach you, the story or item concerned (a link is best), what you are complaining about, and what you would like us to do. You may write in Nepali or English. We do not accept complaints through comments on social media, because we cannot log and track them there.

1. Acknowledgement within 24 hours, with a reference so you can follow up.
2. Assessment. A responsible editor or staff member looks at the complaint, the story and the sources. Where the complaint is about a person's own decision, someone else handles it where possible.
3. Response. Corrections and right-of-reply requests are answered within 48 hours. Other complaints are answered within 15 days. If we need longer, we tell you why and when you will hear from us.
4. Action. Depending on what we find, we may correct, update, publish your reply, unpublish pending review, retract, change a practice, or explain why we stand by our work.

While a legal complaint is being assessed we may unpublish a story pending review. We keep a record of every complaint and our response.

Complaints that are not resolved by the desk, and complaints about how we handled a complaint, are decided by WeNepal's grievance officer, reachable at legal@wenepal.com with "Grievance" in the subject line. The grievance officer reviews the file and gives a final written decision on behalf of WeNepal within 15 days of the escalation.

If you are not satisfied with our response, or you prefer not to come to us first, you may also approach Press Council Nepal, the statutory body that promotes professional standards in Nepali journalism and hears complaints about the media. Press Council Nepal applies the Journalist Code of Conduct it has issued, which sets standards on accuracy, fairness, privacy, the right of reply and the protection of children and vulnerable people. You can find its contact details and complaint procedure at presscouncilnepal.gov.np.

WeNepal will cooperate with any complaint referred to it by Press Council Nepal and will publish any correction or reply that results from it.

Nothing on this page limits your right to go to the courts of Nepal or to any other authority with jurisdiction. Using this procedure first is free and usually faster.

WeNepal runs on technology infrastructure provided by Lacspace. Lacspace is not the publisher of WeNepal and does not make editorial decisions. Complaints about WeNepal's content or conduct should be sent to WeNepal as above.

Grievances: legal@wenepal.com. Corrections: corrections@wenepal.com. Privacy: privacy@wenepal.com. General: hello@wenepal.com.