Department of Immigration Implements Code of Ethics to Enhance Service Quality
Kathmandu – In a significant move to improve public service delivery and uphold international standards, Nepal’s Department of Immigration (DoI) has introduced a new Code of Ethics aimed at guiding the behavior and communication of its staff at the Tribhuvan International Airport (TIA), Kathmandu.
The announcement, issued by the Department under the Ministry of Home Affairs, emphasizes the importance of aligning staff conduct with national laws, cultural values, and professional integrity. The initiative is intended to foster a respectful, efficient, and welcoming environment for both incoming and outgoing travelers.
According to the notice, the key behavioral guidelines include:
- Greeting departing passengers with: “Have a nice journey.”
- Welcoming arriving travelers with: “Welcome to Nepal. Have a nice day.”
- Asking only necessary questions during processing.
- Using respectful and appropriate language when addressing travelers.
- Refraining from rude behavior, and maintaining a friendly tone.
- Ensuring timely and polite service to reflect the warmth and hospitality of the Nepali people, especially for foreign tourists.
The Department is also conducting a 15-point Exit Survey at TIA to assess the implementation of this Code of Ethics. Travelers are asked to rate the service they received using the following options:
- Excellent
- Satisfactory
- Average
Officials hope the Code of Ethics will help bridge communication gaps, reduce misunderstandings, and enhance Nepal’s image as a tourist-friendly nation. The Department has urged full cooperation from travelers in participating in the feedback process to ensure continuous improvement.
The initiative is expected to strengthen transparency, accountability, and professionalism within immigration services, contributing to a more efficient and positive travel experience.
