Principles of coordination in complaint settlement at the customs office in Vietnam

Principles of coordination in complaint settlement at the customs office in Vietnam
Bảo Ngọc

On June 21, 2021, the General Department of Customs of Vietnam issued Decision 1788/QD-TCHQ on promulgation of regulations on coordination in receiving, classifying and settling complaints at the Customs.

The Decision stipulates four principles when coordinating to receive, classify, and settle complaints in Vietnam as follows:

- To ensure the unification of responsibility for complaint settlement and to advise on complaint settlement at the Customs office; of civil servants and public employees working at the Customs office.

- The coordination in receiving and settling complaints must be objective, accurate, timely, and in accordance with the law in Vietnam.

- Complaints received must be entered in a book or entered into a database system on a computer for management and monitoring.

- The classification of applications and assignment of responsibilities for advising on complaint settlement are based on the functions and tasks of each unit as prescribed by the Minister of Finance of Vietnam, the Director of the General Department of Customs of Vietnam and on the following principles:

+ The specialized unit assisting the Head of the same level in promulgating the complained administrative decision will be in charge of advising on the resolution of the first-time complaint.

+ The specialized vertical unit of the superior head is responsible for presiding over and advising on the settlement of the second complaint.

Decision 1788/QD-TCHQ takes effect from June 21, 2021 and replaces Decision 4195/QD-TCHQ dated December 18, 2017.


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