Procedure for Citizen Complaints

21:59, 11/07/2024

Complaint is a request by a citizen, agency, or organization for a competent authority to review an administrative decision or administrative act of a person or agency with authority. The Law on Complaint allows citizens to file a complaint twice according to the following procedures and order:

1. Procedures and Processes for First-Time Complaint Resolution

Within 90 days from the date of receiving the administrative decision or becoming aware of the administrative decision or administrative act, the complainant must file a complaint either by written complaint or by direct complaint;

Within 10 days from the date of receiving the complaint, the authority competent to resolve the first-time complaint must accept for resolution and notify in writing to the complainant.

After accepting the complaint, the authority competent to resolve complaints shall proceed to verify the contents of the complaint and organize a dialogue.

Within 30 days from the date of accepting the complaint, the authority resolving the complaint must issue the first-time complaint resolution decision in writing.

In case of disagreement with the resolution result or if the first-time complaint is not resolved, the complainant may file a second-time complaint or initiate an administrative lawsuit.

2. Procedures and Processes for Second-Time Complaint Resolution:

Similar to the first-time resolution, if the second-time complaint is not resolved within the stipulated time or the complainant disagrees with the second-time complaint resolution decision, they have the right to initiate an administrative lawsuit at the Court.

See details at Complaint Law 2011 effective from July 01, 2012.

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