Complaint Handling Procedures according to the Regulations of the Ministry of Transport

Complaint Handling Procedure according to the regulations of the Ministry of Transport (Illustrative Image)

The complaint handling procedure according to the regulations of the Ministry of Transport is defined as follows:

- The advising agency or unit handling the complaint is the primary contact point for receiving letters and complaints.

- A complaint that is accepted for resolution is one that does not fall under cases not to be processed. The advising agency or unit handling the complaint must report to the authorized person to decide on the acceptance of the resolution within 10 working days from the date of receipt of the complaint.

- Responding to and guiding organizations or individuals who submit complaints:

- For complaints not within the authority to resolve and not under the cases specified in point a, clause 3 of this Article, the advising agency must provide written guidance to the complainant to send the complaint to the competent authority for resolution according to legal regulations;

- For complaints specified in Article 11 of the Law on Complaints, the advising agency must respond in writing to inform the complainant of the reasons for not accepting the complaint;

- Complaints received and forwarded by deputies of the National Assembly, deputies of the People's Council, the Vietnam Fatherland Front Committee, and members of the Front, press agencies, or other agencies that are not within the resolution authority must be responded to in writing, clearly stating the reason for not accepting the complaint to the agency, organization, or individual that forwarded the complaint.

- In cases where a complaint is accompanied by original documents and it is not accepted for resolution, the receiving agency must return these documents to the complainant; if the complaint is accepted for resolution, the return of the documents shall be carried out immediately after issuing the resolution decision.

- Complaints that fall under the jurisdiction of a lower level, but have not been resolved within the time limit stipulated by the Law on Complaints, the head of the higher-level agency will issue a document requesting the lower-level agency to resolve the complaint.

- The acceptance, guidance, and response are carried out according to forms prescribed by the Government Inspectorate of Vietnam. The guidance and response regulated in this Article shall only be performed once for each specific case.

More details can be found in Circular 39/2014/TT-BGTVT, effective from November 1, 2014.

Thuy Tram

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