Filing Complaints and Denunciations in the Field of Transportation – Where to Submit?

Where to submit complaints and denunciations in the field of transport? (Illustrative image)

Submission addresses for complaints, denunciations, recommendations, and reflections to the Ministry of Transport are specified as follows:

Lead agencies/units for receiving and processing letters

- For complaints, denunciations, recommendations, and reflections sent to the Ministry of Transport: the lead agency is the Ministry Inspectorate.

- For complaints, denunciations, recommendations, and reflections sent to the Directorate for Roads of Vietnam, Departments under the Ministry, public service providers, and state-owned enterprises affiliated with the Ministry: the lead unit is the unit assigned to handle citizen reception according to the provisions in point c, clause 2, Article 5 of Circular 39/2014/TT-BGTVT or the advisory unit on letter processing tasks for state-owned enterprises.

Cases where a letter contains both complaint and denunciation contents, or recommendations and reflections

- For letters sent to the Ministry of Transport: the Ministry Inspectorate receives and classifies them. For complaint and denunciation contents, the Inspectorate advises on resolution according to regulations; for recommendations and reflections, the relevant functional agency will handle them. In case the functional agency cannot be determined, the issue will be reported to Ministry Leadership for a decision.

- For letters sent to the Directorate for Roads of Vietnam, Departments under the Ministry, public service providers, and state-owned enterprises affiliated with the Ministry: the agency/unit assigned to deal with citizen reception as per point c, clause 2, Article 5 of Circular 39/2014/TT-BGTVT or the advisory unit on letter processing tasks for state-owned enterprises receives and classifies them. For complaint and denunciation contents, the unit advises on resolution; for recommendations and reflections, the head of the unit/agency will report and transfer them to the relevant functional agency/unit for resolution.

For letters sent directly to agencies that are not the lead agencies specified in clause 1 of this Article: within 2 working days from the date of receipt, the receiving agency must transfer the letter to the lead agency specified in clause 1 of this Article, except for recommendations and reflections within its advisory jurisdiction for resolution.

The receiving agency/unit must ensure the confidentiality of the letter's contents and the whistleblower's identity according to legal regulations; maintain a log of received letters as per the template in Appendix III, and use transfer forms as per the template in Appendix II of Circular 39/2014/TT-BGTVT; and be accountable to the Minister and by law regarding confidentiality and processing timelines as specified in this Circular.

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

Thuy Tram

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