How long does it take to settle a complaint at reception in Vietnam?

1. How long does it take to settle a complaint at reception in Vietnam?

Pursuant to Article 28 of the 2013 Law on Citizen reception, there are regulations on notification of handling results of complaints, denunciations, petitions and reports as follows:

1. Within 10 working days after receiving a complaint, denunciation, petition or report, a citizen reception officer shall directly reply or notify in writing to the person making that complaint, denunciation, petition or report of one of the following information:

a/ The complaint, denunciation, petition or report has been processed for settlement;

b/ More processing time is needed to consider the complaint, denunciation, petition or report as additional verification is required according to the Law on Complaints or the Law on Denunciations;

c/ The complaint or denunciation is rejected because it does not fall under the settling competence of the agency, organization or unit or the conditions for processing that complaint or denunciation are not fully met;

d/ The complaint, denunciation, petition or report has been forwarded to a competent agency, organization, unit or person for settlement.

2. Agencies, organizations and persons competent to settle complaints and denunciations shall notify settlement results to persons making complaints and denunciations in accordance with the law on complaints and denunciations.

Within 5 working days after receiving a notice provided in Clause 2, Article 27 of this Law, National Assembly agencies, National Assembly deputies, People’s Council deputies or citizen reception boards shall notify persons making complaints or denunciations of settlement results, if these persons have previously so requested.

Thus, according to the above provisions, within 10 days from the date you report your complaint at the citizen reception point in Vietnam, you will receive a notice of the complaint handling result.

2. What is procedure for receipt complaints at the reception in Vietnam?

Pursuant to Article 25 of the 2013 Law on Citizen reception, there are provisions on receipt complaints at the reception in Vietnam as follows:

1. A citizen reception officer shall receive citizens making complaints, denunciations, petitions or reports and request them to state their full names and addresses or produce their personal identity papers and letters of authorization (if any); receive their complaints, denunciations, petitions or reports, or guide them in presenting the matter.

2. Contents of the matter presented must be recorded in the citizen reception book, including the serial number and date of reception, full name, address, contents of the matter, the process of consideration and settlement by competent agencies, organizations or units (if any); request and proposal of the person making the complaint, denunciation, petition or report; receipt and handling of the matter.

In case of unavailability of a written complaint, denunciation, petition or report, the citizen reception officer shall guide the making thereof, or shall fully and precisely write contents of the complaint, denunciation, petition or report and request the citizen to sign or press his/her fingerprint on this record for certification. If the contents presented are unclear and incomplete, the citizen reception officer shall request additional presentation on the matter or supplementation of documents and evidence.

3. In case there are complaints as well denunciations, petitions or reports in a single petition, the citizen reception officer shall guide the citizen concerned to write separate petitions for complaints and denunciations, petitions or reports to competent agencies, organizations and units in accordance with law.

According to this Article, the procedures for receiving complaints at citizen reception points will be carried out in accordance with the above provisions in Vietnam.

3. Which are cases of refusal of citizen reception in Vietnam?

Article 9 of the 2013 Law on Citizen reception stipulates cases of refusal of citizen reception in Vietnam:

A citizen reception officer may refuse to receive a person at a citizen reception place when:

1. That person is drunk due to the use of stimulants or suffers a mental illness or another disease which deprives him/her of the capacity to perceive or control his/her acts.

2. That person intimidates or offends the citizen reception agency, organization, unit or officer or other officials on duty, or violates the rules of the citizen reception place.

3. That person makes a complaint or denunciation about a case which has been settled properly in accordance with policies and law and examined, reviewed and notified in writing by competent state agencies and he/she has been received and provided with explanations and instructions but deliberately makes the complaint or denunciation to prolong the case.

4. Other cases as prescribed by law.

Thus, the person receiving the citizen has the right to refuse to receive citizen if he/she falls into the cases as prescribed above in Vietnam.

Best Regards!