Direct Engagement with the Complainant During the Complaint Resolution Process

Direct work with complainants in the complaint resolution process (Illustrative image)

According to Article 10 of Circular 11/2015/TT-BCA, the regulations regarding the authorized person resolving the complaint or the person responsible for verification working directly and making requests with the complainant, lawyer, legal aid officer, legal representative of the complainant; the complained person; agencies, organizations, units, and individuals involved are specified as follows:

1. The authorized person resolving the complaint or the person responsible for verification works directly and requests the complainant or the legal representative of the complainant to provide the following information and documents:

- Personal information: Full name, identification card (or other documents), residential address, documents proving legal representation;- Information, documents, and evidence related to the complaint content: Basis for the complaint, demands, requests of the complainant, and relevant documents and evidence pertaining to the complaint content.

2. For the person being complained about

The authorized person resolving the complaint or the Verification Team works directly and requests the person being complained about to provide documents, evidence related to the complaint content, explanations about the complaint content, and suggestions for resolving the complaint (if any).

3. For related agencies, units, individuals

In cases of working directly with related agencies, units, individuals, the authorized person resolving the complaint or the Verification Team must notify the content of the work and request the provision of information, documents, and evidence to serve the verification of the complaint content.

4. The content of the work with the complainant, the legal representative of the complainant; the person being complained about; related agencies, units, individuals is recorded in a minutes document, clearly stating the content of the work and signed by the participants.

5. In cases of not working directly with the complainant or the legal representative of the complainant; the person being complained about; related agencies, units, individuals, the authorized person resolving the complaint or the person responsible for verification sends a written request to the complainant, the legal representative of the complainant; the person being complained about; related agencies, units, individuals to provide information, documents, and evidence to clarify the complaint content.

For more details, refer to Circular 11/2015/TT-BCA effective from April 20, 2015.

Ty Na

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