Complaint and Denunciation Resolution Protocol for Citizen Reception of the Ministry of Transport

Procedure for public reception and handling of complaints, denunciations by the Ministry of Transport (Illustrative photo)

Article 7 of Circular 39/2014/TT-BGTVT specifies the procedure for public reception as follows:

1. The public reception officer requires the citizen to present identification or authorization documents, fully record the citizen's full name and address for complaints, denunciations, proposals, reflections, and requests the citizen to sign the Public Reception Book as per the form provided in Appendix I of this Circular.

2. The public reception officer listens to the citizen's presentation of the complaints, denunciations, proposals, reflections to record.

3. In case the citizen comes to submit letters and documents:

- For letters and documents within the jurisdiction, procedures for receipt, issue a receipt confirmation for the letters and documents, and accompanying records and materials (if any). If the letters and documents lack required information, guide the citizen to supplement and complete them;

- For letters and documents outside the jurisdiction, guide the citizen to send them to the competent authority;

- For letters and documents containing both complaints and denunciations, or proposals, reflections; or those with both contents within and outside the jurisdiction, guide the citizen to write separate letters for each content.

4. In case the citizen comes without letters and makes direct presentations:

- For complaints, guide the citizen to write a complaint or record the complaint content and request the citizen to sign or fingerprint. The complaint must clearly state the date, month, year of the complaint; full name and address of the complainant; name and address of the agency, organization, or individual being complained about; content, reason for the complaint and the complainant's request;

- For denunciations, guide the citizen to write a denunciation letter or record the denunciation (record the denunciation audio if necessary), the recorded denunciation must be read back or listened to by the denouncer and request the denouncer to sign or fingerprint. The denunciation letter must clearly state the date, month, year; full name, address of the denouncer; denunciation content; the agency, organization, or individual being denounced;

- For proposals, reflections, guide the citizen to write a proposal, reflection letter that must clearly state the date, month, year; full name, address of the person reflecting, proposing; content of the reflection, proposal.

5. In case of multiple persons complaining, denouncing, proposing, reflecting, follow the provisions of Articles 29, 30, and 31 of the Law on Public Reception.

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

Thuy Tram

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