Circular No. 03/2016/TT-BTTTT stipulates on receiving citizens, handling and resolving complaints, accusations, suggestions, and reflections of the Ministry of Information and Communications.

CIRCULAR

Provisions on receiving citizens, handling and resolving complaints,

reports, petitions, and reflections, B||| Tinformation and Tcommunication

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Based on the Law on Complaints 2011;

Căn cứ Luật TNo. Based on the Law on Reports 2011;

Based on the Law on Receiving Citizens 2013;

Pursuant to the Law on Prevention of Domestic Violence dated November 21, 2007;No.Based on the Law Amending and Supplementing Certain Provisions of the Law on Anti-Corruptioninvalid inputBased on the Law Amending and Supplementing Certain Provisions of the Law on Anti-CorruptionNo. Based on the Law on Anti-Corruption 2007; Law Amending and Supplementing Certain Provisions of the Law on Anti-Corruption 2012;No.về phòng, chống tham nhũng năm 2007; Luật sửa đổi, bổ sung một số điềuNo. Based on the Law on Anti-Corruption 2007; Law Amending and Supplementing Certain Provisions of the Law on Anti-Corruption 2012;No.Based on Decree No. 75/2012/NĐ-CP dated October 3, 2012 of the Government detailing certain provisions of the Law on Complaints;

Based on Decree No. 76/2012/NĐ-CP dated October 3, 2012 of the Government detailing certain provisions of the Law on Receiving Citizens;No. 1. NATIONAL UNIVERSITIES ARE PUBLIC HIGHER EDUCATION INSTITUTIONS MANAGED BY THE MINISTRY OF EDUCATION AND TRAINING, HAVE LEGAL PERSONALITY, SEPARATE ACCOUNTS, AND USE STAMPS WITH THE NATIONAL EMBLEM. Based on Decree No. 64/2014/NĐ-CP dated June 26, 2014 of the Government detailing certain provisions on handling complaints;

Based on Decree No. 59/2013/NĐ-CP dated June 17, 2013 detailing certain provisions of the Law on Anti-Corruption;No. INDUSTRIAL EXPLOSIVES - TNP1 EXPLOSIVESonBased on Decree No. 132/2013/NĐ-CP dated December 16, 2013 of the Government stipulating functions, tasks, regulations of the State Inspectorate under the Ministry,No. specialized agency under the People's Committee of the province/city.June 2024;c) Public service units directly under the Ministry related to the resolution of policies, benefits for citizens and organizations;

cứ Nghị định số 64/2014/NĐ-CP ngày 26 tháng 6 năm 2014 của Chính phủ quy định chi tiết thi hành một số điều của Luật Tiếp công dânAt the request of the Inspectorate of theThis Circular stipulates provisions on receiving citizens, handling and resolving complaints, reports, petitions, and reflections of the Ministry of Information and Communications including: citizen reception work; receiving, handling, and resolving complaints, reports, petitions, and reflections; management of complaint and report resolution work and reporting systems.i Pursuant to Decree No. 11/2020/NĐ-CP dated October 15, 2020 of the Government detailing implementation of certain provisions and measures for organizing the implementation of the Law on Petitions;No. INDUSTRIAL EXPLOSIVES - TNP1 EXPLOSIVESonBased on Decree No. 132/2013/NĐ-CP dated December 16, 2013 of the Government stipulating functions, tasks, regulations of the State Inspectorate under the Ministry,At the request of the Inspectorate of theMinistry of Information and Communication

2. The reception, handling of reflections and petitions from individuals and organizations regarding administrative regulations shall be carried out in accordance with the provisions of Decree No. 20/2008/NĐ-CP dated February 14, 2008 of the Government on receiving and handling reflections and petitions from individuals and organizations regarding administrative regulations, Decree No. 48/2013/NĐ-CP dated May 14, 2013 amending and supplementing certain provisions of related decrees concerning administrative procedure control, and Decision No. 1175/QĐ-BTTTT dated July 29, 2011 of the Minister of Information and Communications on promulgating the regulation on receiving and handling reflections and petitions from individuals and organizations regarding administrative regulations of the Ministry of Information and Communications.policiesPursuant to Decree No. 154/2020/NĐ-CP dated December 31, 2020 of the Government amending and supplementing a provision of Decree No. 34/2016/NĐ-CP dated May 14, 2016 of the Government detailing certain provisions;No. INDUSTRIAL EXPLOSIVES - TNP1 EXPLOSIVESon3. The reception, handling, and resolution of complaints, reports, petitions, and reflections of the Ministry of Information and Communications against foreign agencies, organizations, and individuals in Vietnam shall be applied according to this Circular, except where international treaties to which the Socialist Republic of Vietnam is a party provide otherwise.No.i vị trí công tác trong cơ quan, đơn vị thuộc Bộ Quốc phòng.

This Circular applies to civil servants, public officials, employees, and agencies, units under the Ministry of Information and Communications; organizations and individuals related to the matter. the 10 year RECEIVING CITIZENSono ch

Pursuant to the proposal of the Director of the Department of Ethnic Affairs and Religion Propaganda;on Article 5. If necessary, agencies and units under the Ministry may register to use the reception room at the Ministry's headquarters, at the Frequency Spectrum Management Department Building, and at the Telecommunications Department Building.June 2024;a) The Ministry of Information and Communications;

The Minister of Information and Communications issues the Circular on receiving citizens, handling and resolving complaints, reports, petitions, and reflections of the Ministry of Information and Communications.on1. This Circular stipulates the procedures for receiving citizens, handling and resolving complaints, reports, petitions, and reflections of the Ministry of Information and Communications including: citizen reception work; receiving, handling, and resolving complaints, reports, petitions, and reflections; ensuring conditions for citizen reception and complaint resolution; managing complaint resolution work and reporting systems.No. 2. The procedures for receiving and handling reflections and petitions from individuals and organizations regarding administrative regulations shall be carried out in accordance with the provisions of Decree No. 20/2008/ND-CP dated February 14, 2008 of the Government on receiving and handling reflections and petitions from individuals and organizations regarding administrative regulations (amended and supplemented by Decree No. 48/2013/ND-CP dated May 14, 2013 on amending and supplementing certain articles of related decrees concerning administrative procedure control and Decree No. 92/2017/ND-CP dated August 7, 2017 on amending and supplementing certain articles of related decrees concerning administrative procedure control).

PART I

GENERAL PROVISIONS

Article 1.perioda) Clause 1 Article 15 regarding accountability;

b) Bureaus under the Ministry of Information and Communications;

c) Regional Frequency Spectrum Centers;

d) Public Service Units directly under the Ministry of Information and Communications related to the resolution of benefits, policies, and rights of citizens and organizations.

Article 2. Applicability

2. The responsibility for receiving citizens of heads of agencies and units responsible for receiving citizens shall be implemented in accordance with Article 18 of the Law on Receiving Citizens and Article 4 of Decree No. 64/2014/NĐ-CP dated June 26, 2014 of the Government detailing certain provisions of the Law on Receiving Citizens.

Chapter II

3. The responsibilities of those receiving citizens shall be implemented in accordance with Article 8 of the Law on Receiving Citizens.

Article 3. Responsibility for Receiving Citizens

1. The agencies and units responsible for organizing the reception of citizens include:

1. Regular citizen reception shall be conducted in the citizen reception room during working hours, except in cases of emergency decided by authorized persons.

2. Agencies and units specified in points a and b of Clause 1, Article 3 of this Circular must arrange a citizen reception room. The citizen reception room shall operate in accordance with Article 19 of the Law on Receiving Citizens and Article 5 of Decree No. 64/2014/NĐ-CP dated June 26, 2014 of the Government detailing certain provisions of the Law on Receiving Citizens.

3. Units specified in points c and d of Clause 1, Article 3 of this Circular must have a place for receiving citizens, arranged with a separate room or a citizen reception desk at a convenient location to organize citizen reception for complaints, reports, petitions, and reflections.

4. The citizen reception room must have a sign reading "Citizen Reception Room", display a schedule of operations, and have "Citizen Reception Rules" as Appendix 1 attached to this Circular.

2. Trách nhiệm tiếp công dân của người đứng đầu các cơ quan, đơn vị có trách nhiệm tiếp công dân thực hiện theo quy định tại Điều 18 của Luật Tiếp công dân và Điều 4 Nghị định số 64/2014/NĐ-CP ngày 26 tháng 6 năm 2014 của Chính phủ quy định chi tiết thi hành một số điều của Luật Tiếp công dân.

3. Trách nhiệm của người tiếp công dân thực hiện theo quy định tại Điều 8 của Luật Tiếp công dân.

Article 4. Time and Location for Receiving Citizens

1. Việc tiếp công dân thường xuyên được thực hiện tại phòng tiếp công dân trong giờ hành chính, trừ trường hợp đột xuất do người có thẩm quyền quyết định.

2. Các cơ quan, đơn vị được quy định tại điểm a, điểm b Khoản 1 Điều 3 của Thông tư này phải bố trí phòng tiếp công dân. Phòng tiếp công dân thực hiện theo quy định tại Điều 19 của Luật Tiếp công dân và Điều 5 của Nghị định số 64/2014/NĐ-CP ngày 26 tháng 6 năm 2014 của Chính phủ quy định chi tiết thi hành một số điều của Luật Tiếp công dân.

3. Các đơn vị quy định tại điểm c, điểm d Khoản 1 Điều 3 của Thông tư này phải có nơi tiếp công dân, được bố trí phòng riêng hoặc bàn tiếp công dân tại địa điểm thuận tiện để tổ chức tiếp công dân đến khiếu nại, tố cáo, kiến nghị, phản ánh.

4. Phòng tiếp công dân phải có biển ghi “Phòng tiếp công dân”, được niêm yết lịch làm việc và có “Nội quy tiếp công dân” theo Phụ lục 1 kèm theo Thông tư này.

Article 5. The organization of regular citizen reception by the Ministry

1. The Inspectorate of the Ministry shall be responsible for:

a) Assist the Minister in organizing regular citizen reception at the Ministry's reception venue; take the lead in organizing and coordinating with units under the Ministry in receiving citizens to present complaints, reports, suggestions, and reflections as prescribed by law;

b) Assign civil servants and officials with sufficient capacity to serve as permanent staff for citizen reception on working days at the Ministry's reception venue;

c) Request heads of relevant units to dispatch civil servants and officials to participate in citizen reception at the reception room when necessary;

d) Guide and respond to citizens' complaints, reports, suggestions, and reflections.

2. The Ministry Office shall have the responsibility to:

a) Arrange a reception room and necessary equipment to serve citizen reception activities at the Ministry's headquarters (18 Nguyen Du Street, Hanoi); guide and welcome citizens according to regulations;

b) Notify the Inspectorate to dispatch civil servants and officials to receive citizens when they come to complain, report, suggest, or reflect;

c) In cases where citizens request to be received by the Ministry's leadership, schedule a meeting for the Ministry's leadership to receive citizens; notify relevant units and the Inspectorate to dispatch civil servants and officials to participate in receiving citizens together with the Ministry's leadership;

d) Coordinate with the police agency in maintaining security and order at the Ministry's reception venue.

3. Agencies and units under the Ministry of Information and Communications shall dispatch civil servants and officials to participate in citizen reception when the content involves their advisory responsibilities and upon request from the Inspectorate.

4. Departments and public service units under the Ministry of Information and Communications shall assign the inspection department (if it has inspection functions), the advisory department on organizational and personnel affairs, or the office to handle citizen reception duties.

Article 6. The Minister's Citizen Reception

1. The Minister shall directly receive citizens on a regular basis once a month at the Ministry's reception room.

2. Outside the monthly scheduled citizen reception time, the Minister shall directly or delegate the Deputy Minister to receive citizens on an ad hoc basis in cases specified in Clause 3, Article 18 of the Law on Citizen Reception.

3. In the Minister's citizen reception:

a) The Ministry Office is responsible for scheduling the Minister's (or the Deputy Minister authorized by the Minister) citizen reception once a month and other ad hoc cases as prescribed by law; notify and update the Minister's reception schedule on the leadership work calendar system, post the reception schedule at the Ministry's reception room; take the lead and coordinate with the Information Center to announce the Minister's reception schedule on the Ministry's electronic portal; ensure security and order at the reception venue;

b) The Inspectorate is responsible for taking the lead and coordinating with units under the Ministry to prepare plans, files, and documents to serve the Minister's reception; report to the Minister for review and direction;

c) Units under the Ministry that are handling cases expected to be addressed during the Minister's reception are responsible for proactively preparing content, files, and documents to serve the Minister's reception; coordinate with the Inspectorate and the Ministry Office to prepare the reception plan;

d) When the Minister receives citizens, the Inspectorate's leadership, the Ministry Office's leadership, the leadership of units under the Ministry responsible for areas related to the content of citizens' complaints, reports, suggestions, and reflections, and representatives of other relevant units as required by the Minister shall be responsible for attending.

Article 7. Heads of units under the Ministry to receive citizens

1. The heads of agencies and units specified in points b, c, and d Clause 1 Article 3 of this Circular shall be responsible for receiving citizens regularly at least once a month at the citizen reception location of their unit.

2. In addition to regular citizen reception times, the heads of units specified in points b, c, and d Clause 1 Article 3 of this Circular shall be responsible for receiving citizens on an ad hoc basis in cases prescribed in Clause 3 Article 18 of the Law on Receiving Citizens or according to the directives of the Minister.

Article 8. Content of receiving citizens

1. Identifying the identity of the complainant, the legality of the representative; identifying the identity of the accuser, implementing measures to keep confidential and protect the accuser and the relatives of the accuser; identifying the identity of those who make suggestions and complaints.

2. Receiving administrative decisions and administrative acts, and disciplinary decisions against civil servants, public officials, and employees of organizations and individuals directly affecting the interests of the complainant.

3. Receiving accusations regarding violations by organizations and individuals in performing their duties and public services; violations of laws on state management in various fields.

4. Receiving opinions and contributions in management and building policies within the scope of the unit's management.

5. Receiving suggestions and complaints related to the management field of the agency or unit.

6. Receiving information and documents during the process of handling complaints, accusations, suggestions, and complaints.

7. Explaining and guiding citizens to exercise their rights to file complaints, accusations, suggestions, and complaints in accordance with the provisions of the law on complaints, accusations, suggestions, and complaints.

8. Propagating and disseminating to citizens knowledge about regulations related to the management field of the agency or unit when requested by citizens.

Article 9. Public reception procedures

Implementing the provisions stipulated in Circular No. 06/2014/TT-TTCP dated October 31, 2014 of the Government Inspectorate on procedures for receiving citizens.

Article 10. Public reception logbook

1. The citizen reception logbook must be recorded fully for each visit of citizens to file complaints, accusations, suggestions, and complaints. Specifically, the contents include: date, month, year of complaint, accusation, suggestion, and complaint; name and address of each citizen, number of people filing complaints, accusations, suggestions, and complaints; signature of each citizen filing complaints, accusations, suggestions, and complaints; complaint, accusation, suggestion, and complaint files; name of the citizen reception officer and the content of the handling.

2. Managing and monitoring the citizen reception logbook:

a) The Ministry's Inspectorate manages and monitors the Ministry’s public reception logbook;

b) The heads of agencies and units specified in points b, c, and d Clause 1 Article 3 of this Circular shall assign the department tasked with citizen reception responsibilities to manage and monitor the citizen reception logbook of their unit.

3. The model of the Citizen Reception Logbook shall be implemented in accordance with the provisions of Circular No. 06/2014/TT-TTCP dated October 31, 2014 of the Government Inspectorate on procedures for receiving citizens.

Chapter III

RECEIVING AND HANDLING PETITIONS

Article 11. Receiving petitions for complaints, accusations, suggestions, and complaints

1. Main agencies and units to receive and handle petitions:

a) For petitions for complaints, accusations, suggestions, and complaints sent to the Ministry of Information and Communications: the main agency is the Ministry Inspectorate;

b) For petitions for complaints, accusations, suggestions, and complaints sent to the Departments under the Ministry and public service units under the Ministry: the main unit is the unit assigned the task of citizen reception in accordance with Clause 4 Article 5 of this Circular.

c) For petitions for complaints, accusations, suggestions, and complaints sent to state-owned enterprises directly under the Ministry: the main unit is the unit advising on petition resolution work of state-owned enterprises.

No new main agency or unit to receive and handle petitions shall be established.

2. For petitions received directly by an agency that is not the main agency specified in Clause 1 of this Article: within two working days from the date of receipt of the petition, the receiving agency must transfer the petition to the main agency specified in Clause 1 of this Article, except in cases where the petition for suggestions and complaints falls within the advisory resolution authority of the agency or unit itself.

Agencies and units receiving petitions must implement confidentiality measures concerning the content of the petition and the accuser in accordance with the law; record the Petition Tracking Logbook and issue the Petition Transfer Form as prescribed by law; bear responsibility before the Minister and the law for confidentiality and processing time as stipulated in this Circular.

3. Main agencies and units receiving and handling petitions must establish a Petition Tracking Logbook in accordance with the prescribed model of the law.

Article 12. Classificationperiodof complaints

The classification of complaints shall be carried out in accordance with the provisions of Article 6 of Circular No. 07/2014/TT-TTCP dated October 31, 2014 of the Government Inspectorate on the procedures for handling complaints, reports, petitions, and reflections.

Article 13. Handling complaints

The work of handling complaints, reports, petitions, and reflections shall be implemented in accordance with the provisions of Chapter III of Circular No. 07/2014/TT-TTCP dated October 31, 2014 of the Government Inspectorate on the procedures for handling complaints, reports, petitions, and reflections.

Article 14. Receiving and handling information on reports, petitions, and reflections

1. Heads of agencies and units shall establish and publicly disclose hotlines and email addresses on their websites to receive information on reports, petitions, and reflections; assign civil servants and employees to handle hotline calls and monitor emails to receive and process information.

2. For information received through hotlines, the person answering the call must request the provider of the information to clearly state their name, address, and phone number. In cases where the provider does not provide their name, address, or phone number, the receiver shall still accept, briefly record the content of the reflection, and record it (if possible) in the logbook and sign to confirm receipt.

3. Information sent to email addresses that clearly indicate the name, address, and specific content shall be printed out and submitted to the head of the agency or unit for consideration and resolution within their authority.

4. Reports, petitions, and reflections sent to email addresses or provided through hotlines with clear names, addresses, and detailed contents, if within the authority, shall be considered and resolved according to the Anti-Corruption Law; if not within the authority, they shall be transferred to the competent agency for consideration and resolution according to the law.

5. Upon receiving information, the department assigned to receive the information shall prepare a report detailing all information and submit it to the head of the agency or unit for instructions on consideration and resolution according to the law.

Chapter IV

SETTLEMENT OF COMPLAINTS AND REPORTS

Article 15. Competence to settle complaints

1. The authority of the Minister to resolve complaints shall be carried out in accordance with the provisions of Article 23 of the Law on Complaints.

2. The competence of heads of agencies and units under the Ministry to settle complaints shall be implemented in accordance with the provisions of Article 22 of the Complaints Law.

Article 16. Settling complaints

The work of settling complaints shall be carried out in accordance with the provisions of the Complaints Law, Decree No. 75/2012/NĐ-CP dated October 3, 2012 of the Government on detailed regulations of certain articles of the Complaints Law, and Circular No. 07/2013/TT-TTCP dated October 31, 2013 of the Government Inspectorate on the procedures for settling administrative complaints, and Circular No. 07/2014/TT-TTCP dated October 31, 2014 of the Government Inspectorate on the procedures for handling complaints, reports, petitions, and reflections.

Article 17. Competence of the Minister to settle reports

1. Reports of violations of laws, violations related to duties and public service of heads, deputy heads of agencies and units under the Ministry, and officials, civil servants, and employees appointed and directly managed by the Minister.

2. Reports of violations of laws related to the functions of state management of the Ministry of Information and Communications.

3. Reports that have been settled by heads of agencies and units under the Ministry but are reported again and there is a basis to determine that the settlement of the report did not comply with the provisions of the law.

Article 18. Competence to handle complaints of Heads of Departments and Units under the Ministry

1. Complaints about violations of laws, violations related to duties and public service of heads, deputy heads of directly subordinate units and civil servants, officials, employees appointed or directly managed by them.

2. Complaints about violations of laws related to the functions of state management of their own agencies.

3. Complaints that have been resolved by the Heads of subordinate agencies but are still being complained about and there is a basis to determine that the resolution of the complaint does not comply with the provisions of the law.

Article 19. Handling of complaints

1. The agency or unit responsible for advising on handling complaint letters is the main agency receiving letters as stipulated in Clause 1, Article 11 of this Circular.

2. The agency or unit responsible for advising on handling complaint letters shall take the lead and coordinate with relevant agencies and units to conduct verification, conclusion, and propose solutions to complaints.

3. The process of handling complaints shall be implemented according to Circular No. 06/2013/TT-TTCP dated September 30, 2013 of the Government Inspectorate on procedures for handling complaints.

Chapter V

CONDITIONS TO ENSURE THE FUNCTION OF RECEIVING CITIZEN PETITIONS

SETTLEMENT OF COMPLAINTS, ACCUSATIONS, SUGGESTIONS, AND FEEDBACK

Article 20. Conditions to ensure the work of receiving citizen petitions, handling complaints, proposals, and reflections

1. The head of the agency or unit with the authority to receive citizens, resolve complaints, and handle petitions has the responsibility to assign tasks in writing to the main unit responsible for receiving citizens, receiving and processing letters; assign tasks in writing to civil servants and officials with experience and knowledge of the law on receiving citizens, complaints, and petitions to perform the work of receiving citizens, receiving and processing letters, information on complaints, proposals, and reflections.

2. The Ministry Inspectorate takes the lead and coordinates with the Ministry Office, Information Center, and relevant agencies and units to study, build, and apply information technology to the work of receiving citizens, handling complaints, proposals, and reflections.

Article 21. Policies and benefits for those receiving citizens, handling complaints, proposals, and reflections

1. Those receiving citizens, handling complaints, proposals, and reflections are entitled to the following policies and benefits:

a) Subsidies as prescribed by law;

b) Training in specialized knowledge and skills in receiving citizens, handling complaints, proposals, and reflections.

2. The Heads of agencies and units decide on the training of specialized knowledge and skills for those receiving citizens in their agencies and units according to the guidelines of the Government Inspectorate.

3. The principles of application and subsidy levels are implemented according to the provisions of the law.

4. The source of funds for implementing policies and benefits for receiving citizens is within the budget for activities of agencies and units; agencies and units must prepare budgets according to the provisions of the law.

Chapter VI

MANAGEMENT OF THE WORK OF RECEIVING CITIZEN PETITIONS AND HANDLING COMPLAINTS

Article 22. Management of the work of receiving citizens, handling complaints, and resolving disputes

1. The Chief Inspector of the Ministry assists the Minister in managing the state's work of receiving citizens, handling complaints, and resolving disputes; directs, guides, and trains professional skills in receiving citizens, handling complaints, and resolving disputes for agencies and units under the Ministry of Information and Communications.

2. The Chief of the Ministry Office and Department Directors are responsible for assigning leadership, arranging civil servants and officials to monitor and implement the work of receiving citizens, receiving and processing letters, and handling proposals and reflections as stipulated in this Circular.

3. The Heads of agencies and units under the Ministry are responsible for managing the work of receiving citizens, handling complaints, and resolving disputes within the scope of management of their agencies and units.

4. The Chief Inspector of the Ministry is responsible for assisting the Minister in inspecting and supervising the work of receiving citizens, handling complaints, and resolving disputes of the Heads of agencies and units under the Ministry; proposing measures to improve this work within the scope of the Minister's management.

5. The Heads of agencies and units under the Ministry are responsible for inspecting the work of receiving citizens, handling complaints, and resolving disputes of subordinate agencies and units.

Article 23. Regulations||| ||| reports

1. The agencies and units specified in points b, c, and d Clause 1 Article 3 of this Circular shall be responsible for reporting their citizen reception work and handling complaints and denunciations quarterly and annually to the Inspectorate of the Ministry before the 10th day of the last month of each quarter in accordance with Circular No. 03/2013/TT-TTCP dated June 10, 2013 of the Government Inspectorate on the reporting system for inspection work, complaint and denunciation resolution, and anti-corruption measures for consolidation.

2. Quarterly and annually, the Inspectorate of the Ministry shall be responsible for compiling and submitting reports to the Minister or acting on behalf of the Minister to report to the Government Inspectorate on citizen reception work and complaint and denunciation resolution as prescribed.

Chapter VI

IMPLEMENTING PROVISIONS

Article 24.into effecitselffor implementation

This Circular takes effect from March 18, 2016, replacing Circular No. 03/2010/TT-BTTTT dated January 14, 2010 of the Minister of Information and Communications on citizen reception and complaint and denunciation resolution of the Ministry of Information and Communications.

Article 25. Responsibilities for Implementation

1. The Director of the Ministry's Office, the Director of the Inspectorate of the Ministry, the Heads of Departments, Bureaus, and heads of subordinate agencies and units under the Ministry shall be responsible for implementing this Circular.

2. The heads of agencies and units specified in points b, c, and d Clause 1 Article 3 of this Circular shall specify detailed regulations on citizen reception, complaint resolution, and denunciation resolution within their respective agencies and units and organize the implementation of this Circular.

3. The Chief Inspector of the Ministry shall be responsible for organizing the implementation, guiding, inspecting, and supervising the enforcement of laws on citizen reception, complaint and denunciation resolution, and the provisions of this Circular.

Respectfully submitted to: The State Bank of Vietnam Branch in the Region ...

REGULATIONS ON RECEIVING CITIZENS

1. Citizens coming to lodge complaints or denunciations are invited to wait in the waiting room; the citizen reception officer will handle them in the order they arrive (except in cases of frailty, illness).

2. While waiting, citizens lodging complaints or denunciations must maintain order and cleanliness in the reception area.

3. Citizens are not allowed to bring weapons, dangerous items, flammable or explosive materials into the reception area to ensure public safety.

4. Citizens lodging complaints or denunciations must clearly state the facts, evidence, and their requests for resolution; they may not abuse their right to lodge complaints or denunciations to distort the truth, slander, or obstruct the work of state agencies; they must follow the guidance of the citizen reception officer.

5. Citizen reception officers must wear identification badges while working.

6. Citizen reception officers have the responsibility to listen carefully, record clearly all complaints, denunciations, and requests of citizens in a notebook, then read back the recorded content to the complainant or denunciator and sign the notebook. If the matter does not fall within the jurisdiction of their agency, they should guide the citizen to the competent authority for resolution.

7. Citizen reception officers have the right to refuse to receive individuals who are intoxicated, mentally unstable, excessively agitated, improperly dressed, or violate the citizen reception rules. Complainants or denunciators whose cases have been resolved in accordance with policy and law, reviewed and notified in writing by the competent state authority, and who have already been received, guided, and explained but continue to persistently lodge complaints or denunciations.

8. When the working hours end, citizens lodging complaints or denunciations must leave the agency to ensure overall order and security. Cases where citizens have not been resolved on the same day will be prioritized for resolution on the next working day./.