Procedure for Handling Complaints and Feedback in the Field of Transportation

Procedure for Handling Petitions and Reflections in the Field of Transport (Illustrative Image)

In Article 11 Circular 39/2014/TT-BGTVT, the process for handling petitions and reflections is stipulated as follows:

- The agency or unit advising on handling petitions and reflections is the focal point for receiving letters as specified in points a and b, clause 1, Article 8 of this Circular.

- The head of the agency or unit, based on the functions and tasks of the advisory agencies, assigns the lead advisory agency to resolve the petitions and reflections.

- In cases where the petition is not under the authority to resolve and does not fall under the provisions of point a, clause 3 of this Article, the petition should be forwarded to the competent authority for resolution and the petitioner should be informed.

- Petitions and reflections that fall under the competent authority must be answered in writing to the petitioner. The response time is carried out according to the regulations on handling and resolving incoming official documents of the agency or unit.

- The following cases are not processed:

- Petitions not under the authority to resolve, addressed to multiple agencies or individuals and already indicating the name of the competent agency or individual in the petition;- Petitions lacking the necessary details: no signature or fingerprint; not clearly mentioning the name, address of the petitioner; the content of the petition is not specific, or there is no basis for consideration and resolution.

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

Thuy Tram

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