Guidance on Developing Inspection Plans in Citizen Reception, Complaint, and Denunciation Resolution Work
Guidance on Formulating an Inspection Plan for Citizen Reception, Complaint, and Denunciation Resolution Work as Stated in Official Dispatch 2354/TTCP-KHTH
On October 23, 2023, the Government Inspectorate of Vietnam issued Official Dispatch 2354/TTCP-KHTH in 2023 to guide the formulation of the 2024 inspection plan.
In Official Dispatch 2354/TTCP-KHTH in 2023, the guidelines for developing an inspection plan for citizen reception work are as follows:
* Citizen Reception, Complaint, and Denunciation Resolution Work:
- Various levels and sectors should synchronously implement the guidelines, policies, and laws on citizen reception, complaint, and denunciation resolution, especially Directive 35-CT/TW in 2014 by the Politburo on strengthening the leadership of the Communist Party toward citizen reception and complaint and denunciation resolution; Regulation No. 11-QD/TW dated February 18, 2019, by the Politburo on the responsibility of the head of the party committee in citizen reception, direct dialogue with citizens, and handling of citizens’ feedback and proposals; Resolution No. 623/NQ-UBTVQH15 dated October 7, 2022, by the Standing Committee of the National Assembly on continuing to enhance the effectiveness and efficiency of policies and laws on citizen reception and complaint and denunciation resolution; Directive 14/CT-TTg dated May 18, 2012, by the Prime Minister of Vietnam on correcting and improving the efficiency of citizen reception, complaint, and denunciation resolution; Law on Citizen Reception, Law on Complaints, Law on Denunciations, and the decrees, circulars guiding the implementation of citizen reception, petition handling, complaint, and denunciation resolution.
Continue to strictly and effectively implement Decision 1849/QD-TTg dated December 27, 2018, by the Prime Minister of Vietnam; Plan 363/KH-TTCP in 2019 and Plan 1910/KH-TTCP in 2021 by the Government Inspectorate of Vietnam on checking, reviewing, and resolving mass, complex, prolonged complaints and denunciations, ensuring the legitimate and legal rights and interests of citizens, contributing to maintaining political security and social-economic development.
- The Government Inspectorate of Vietnam should efficiently conduct state management over citizen reception, complaints, and denunciations; proactively grasp the nationwide situation of complaints and denunciations, particularly in localities having or potentially having mass, complicated cases to proactively urge, cooperate with localities to resolve, and handle, initially focusing on direction, coordination in dealing with land-related cases originated from state-owned agricultural and forestry farms in several southern and Central Highlands provinces; continue to cooperate with central government agencies, ministries, and local authorities in handling mass complaints at central agencies; review, definitively resolve mass, complex, prolonged cases as directed by the Prime Minister of Vietnam and the plans of the Government Inspectorate of Vietnam. Strengthen direction, guidance on inspecting the responsibility of implementing the laws on citizen reception, complaint, and denunciation resolution of the heads of state management agencies to detect, rectify, handle existing shortcomings, legal violations, and irresponsible behaviors in this work.
- Ministries should continue to review, evaluate the implementation of policies and laws related to complaints and denunciations in their managed fields to propose amendments, supplements, legal completion, improve the effectiveness and efficiency of state management, aiming to minimize the emergence of complaints and denunciations; concurrently, pay attention to coordination, direction, support, and create favorable conditions for localities to address obstacles in resolving complaints and denunciations, particularly mass, complex, and prolonged cases.
- Provincial and city People’s Committees need to firmly grasp the situation of complaints and denunciations in their areas, plan to organize citizen reception, promptly and definitively resolve complaints and denunciations within their jurisdiction; seriously and thoroughly implement decisions, conclusions on resolved complaints and denunciations that have taken legal effect and those cases that the Prime Minister of Vietnam and ministries, and central function authorities have directives to resolve; continue to review, definitively resolve outstanding, complex, prolonged complaint and denunciation cases.
- Heads of state administrative agencies should enhance direction, coordination, raise the role and responsibility of the heads of all levels, sectors in citizen reception, complaint, and denunciation resolution work; seriously perform regular, ad-hoc, frequent citizen reception as regulated, in which, enhance cooperation among agencies involved in citizen reception at the Citizen Reception Headquarters, ensuring all citizens coming to the Headquarters are received, guided, promptly handled their petitions according to regulations; closely cooperate between the Central Citizen Reception Headquarters with localities to grasp citizens’ complaint situation, propagandize, mobilize citizens to return to localities ensuring stability and order in the capital during central and National Assembly sessions.
Promptly, definitively, and legally resolve newly emerged complaint and denunciation cases right from the grassroots level, striving to achieve a resolution rate of over 85%; well execute resolutions on complaint handling, decisions on denunciation resolution that have taken legal effect, striving for a rate over 90%; firmly handle organizations, individuals derelict in citizen reception, complaint, and denunciation resolution work; who do not fully implement measures for protecting whistleblowers leading to retaliation, repression; deliberately avoid, dodge responsibility, prolong complaint and denunciation resolution time causing prolonged, escalating complaints and refusal to strictly implement decisions, conclusions on complaints and denunciation resolution that have taken legal effect.
Elevate the quality of professional training, fostering capabilities in citizen reception, complaint, and denunciation resolution particularly, focusing on adequately allocating resources to enhance the quality and effectiveness of this work. Intensively apply information technology in citizen reception, complaint, and denunciation resolution work; effectively utilize existing software, systems, while simultaneously researching and planning to upgrade, expand the National Database System on complaints and denunciations.
Guidance on Formulating an Inspection Plan for Citizen Reception, Complaint, and Denunciation Resolution Work
How are complaints, denunciations, petitions, and feedback received?
According to Article 7 of Circular 04/2021/TT-TTCP regulating the reception of complaints, denunciations, petitions, and feedback as follows:
- When a citizen comes to present directly without a written complaint, the citizen reception officer guides the citizen to write a complaint, denunciation, petition, or feedback or fully, truthfully, and accurately record the citizen's presentation; if any content is unclear, the citizen is requested to present further, then read back to the citizen for verification and request them to sign or fingerprint to confirm the content.
- If a citizen comes to present with a written complaint containing specific, clear, easily determinable nature of the case and the competent agency to resolve, the citizen reception officer guides the citizen to send the complaint to the competent agency for consideration and resolution according to the law.
- If multiple citizens come to present complaints, denunciations, petitions, or feedback on the same subject, the citizen reception officer guides them to appoint a representative to present; record the presented content and request the representative to sign or fingerprint to confirm the content.
- If a citizen presents multiple contents, involving complaints, denunciations, petitions, and feedback, the citizen reception officer guides the citizen to make complaints, denunciations, petitions, and feedback according to the law.
- The reception, recording content of complaints, denunciations, petitions, feedback, and guiding the citizen in drafting the complaint must be recorded in the Citizen Reception Log or entered into the citizen reception database software.
Under what circumstances is citizen reception refused?
According to Article 4 of Circular 04/2021/TT-TTCP, citizen reception officers may refuse citizen reception in the cases prescribed in Clause 1 and Clause 2 of Article 9 of the Law on Citizen Reception 2013 and must explain to the citizen the reasons for the refusal, while simultaneously reporting to the citizen reception leader.
In the case of refusal to receive the citizen as prescribed in Clause 3 of Article 9 of the Law on Citizen Reception 2013, the head of the agency, unit responsible for citizen reception issues a Notice of Refusal to Receive Citizens. The notice is carried out according to Form No. 01 issued together with Circular 04/2021/TT-TTCP.
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