[tankenmate]

I would suggest however that you reach out to the ccNSO (Country Code Names Supporting Organisation); they are the body within ICANN that handles ccTLDs. The ccNSO can't force them to behave but they can strongly suggest they pull their finger out. http://ccnso.icann.org/

If Mercantile are also registrars for gTLDs as well then you talk to the Registrar Compliance Program staff and see if they can nudge them. There is a form that you can use on this page to register complaints about ccTLD registrars; http://www.icann.org/en/resources/compliance/complaints

[njsubedi]

The links you provided are really useful. Thanks. Mercantile is a private company and its ccTLD and gTLD sections work independently. I winder how it got authority of choosing extensions and registering without a minimum required service quality. Is there any possibility that ICANN revokes the authority from Mercantile and find an alternative?

[tankenmate]

If Mercantile run the SRS (Shared Registry Service) for .np, then that is a choice of the state of Nepal not ICANN. The government of Nepal appoints a registry (typically a company, sometimes a university or communications arm of the government), and in the case of smaller countries the registry appoints a technical provider to run the technology side of the registry; i.e. the SRS.

Another point to consider is that the policy of having to show up in person may be a policy dictated by the government and/or the registry, not necessarily the SRS provider or the registrar.