Circular 39: Receiving and Handling Complaints, Recommendations, Reflections

Circular 39: Receiving and processing information about denunciations, petitions, and feedback (Illustrative photo)

The reception and processing of information about denunciations, petitions, and feedback are carried out as follows:

- Heads of agencies and units are responsible for establishing and publicly announcing hotline telephone numbers and email addresses on the electronic information portal or the electronic information page of the agency or unit to receive information about denunciations, petitions, and feedback; assigning officials to be on duty at the hotline and monitor incoming emails to receive and process information.

- For information reflected through the hotline, the person answering the phone must request the information provider to clearly state their full name, address, and telephone number. In cases where the information provider does not clearly state their name, address, or telephone number, the receiver still receives, briefly notes the content of the reflection, and records (if any) in the information reception logbook and signs to confirm in the information reception logbook.

- Information sent to the email must clearly state the name and address, with specific content, and must be printed out, submitted to the Head of the agency or unit for review and resolution according to their competence.

- Information about denunciations, petitions, and feedback sent to the email or reflected through the hotline with clear name, address, and specific denunciation content, if within the jurisdiction, must be reviewed and resolved according to the Law on Anti-corruption; if not within the jurisdiction, it must be transferred to the competent authority for consideration and resolution according to the provisions of the law.

- For information received, the assigned department must create a report, fully provide the information, and submit it to the Head of the agency or unit for their opinion and resolution according to the provisions of the law.

More details can be found in Circular 39/2014/TT-BGTVT, effective from November 01, 2014.

Thuy Tram

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