Circular No. 14/2024/TT-BTTTT on receiving citizens, handling and resolving complaints, reports, suggestions, and reflections of the Ministry of Information and Communications

CIRCULAR

Regulations on receiving citizens, handling and resolving complaints, reports, petitions, and reflections

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 Pursuant to the Law on Petition dated November 11, 2011;

Pursuant to the Law on Receiving Citizens dated November 25, 2013;

Pursuant to the Law on Complaints dated June 12, 2018;

Pursuant to Decree No. 64/2014/NĐ-CP dated June 26, 2014 of the Government detailing implementation of certain provisions of the Law on Receiving Citizens;iPursuant 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;Pursuant to Decree No. 24/2018/NĐ-CP dated February 27, 2018 of the Government on handling complaints and reports in the fields of labor, vocational education, dispatching Vietnamese workers abroad under contracts, employment, occupational safety and health;Pursuant to Decree No. 48/2022/NĐ-CP dated July 26, 2022 on the functions, tasks, powers, and organizational structure of the Ministry of Information and Communications;At the request of the Inspectorate of theMinistry of Information and Communication

The Minister of Information and Communication issues this Circular on regulations regarding receiving citizens, handling and resolving complaints, reports, petitions, and reflections of the Ministry of Information and Communication.31/2019/NĐ-CP dated 10Article 1. This Circular stipulates regulations on receiving citizens, handling and resolving complaints, reports, petitions, and reflections of the Ministry of Information and Communication including: citizen reception work; receipt, handling, and resolution of complaints, reports, petitions, and reflections; ensuring conditions for citizen reception, complaint resolution, petition resolution, reflection resolution; management of complaint and report resolution work and reporting systems.4 Article 2. The receipt, handling of reflections and petitions from individuals and organizations concerning administrative regulations shall be carried out in accordance with Decree No. 20/2008/NĐ-CP dated February 14, 2008 of the Government on the receipt, handling of reflections and petitions from individuals and organizations concerning administrative regulations (amended and supplemented by Decree No. 48/2013/NĐ-CP dated May 14, 2013 on amending and supplementing certain articles of decrees related to administrative procedure control and Decree No. 92/2017/NĐ-CP dated August 7, 2017 on amending and supplementing certain articles of decrees related to administrative procedure control).9 Article 3. The receipt, handling, and resolution of complaints, reports, petitions, and reflections of the Ministry of Information and Communication against foreign agencies, organizations, and individuals in Vietnam shall be implemented according to this Circular, except where international treaties to which the Socialist Republic of Vietnam is a party provide otherwise.Pursuant to Decree No. 24/2018/NĐ-CP dated February 27, 2018 of the Government on handling complaints and reports in the fields of labor, vocational education, dispatching Vietnamese workers abroad under contracts, employment, occupational safety and health;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. This Circular applies to agencies, units, individuals under the Ministry of Information and Communication and state-owned enterprises managed by the Ministry of Information and Communication; relevant organizations and individuals. a) The Ministry of Information and Communication (hereinafter referred to as the Ministry);No.b) Departments under the Ministry;June 2024;c) Public service units directly under the Ministry related to the resolution of policies, benefits for citizens and organizations;

The Minister of Information and Communication issues this Circular on regulations regarding receiving citizens, handling and resolving complaints, reports, petitions, and reflections of the Ministry of Information and Communication.124/2020/NĐ-CP dated 19 d) The organization of citizen reception by subordinate units of departments and public service units directly under the Ministry shall be regulated by the Department Heads and Heads of public service units in accordance with the requirements, scale, nature, and activities of their units.20 Article 2. The responsibility of heads of agencies and units specified in Clause 1 of this Article in citizen reception shall be implemented in accordance with Article 18 of the Law on Citizen Reception No. 42/2013/QH13 and Article 4 of Decree No. 64/2014/NĐ-CP dated June 26, 2014 of the Government detailing implementation of certain provisions of the Law on Citizen Reception.

On the basis of Article 1. Citizen reception shall be conducted at the citizen reception location (hereinafter referred to as the reception room) during regular working hours, except in cases of emergency decided by the authorized person.;

On the basis of Article 2. The Ministry's Office shall arrange a reception room at the Ministry's headquarters to serve the citizen reception of the Minister and the Ministry's regular citizen reception work.Article 3. The Frequency Spectrum Management Department and the Telecommunications Department shall arrange a reception room at the Frequency Spectrum Management Department Building (No. 115 Tran Duy Hung Street, Cau Giay District, Hanoi City) and the Telecommunications Department Building (No. 68 Duong Dinh Nghia Street, Cau Giay District, Hanoi City) for shared use by agencies and units under the Ministry located within the same building.;

Pursuant to the proposal of the Director of the Department of Ethnic Affairs and Religion Propaganda;Article 4. Agencies and units with headquarters outside the reception locations specified in Clauses 2 and 3 of this Article shall proactively arrange a reception room suitable for the nature and activities of their unit.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;Article 6. The arrangement of the reception room must comply with the provisions of Article 19 of the Law on Citizen Reception and Article 5 of Decree No. 64/2014/NĐ-CP. Article 7. The content of the "Citizen Reception Rules" shall be implemented in accordance with the Appendix attached to this Circular.;

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.Pursuant to Decree No. 24/2018/NĐ-CP dated February 27, 2018 of the Government on handling complaints and reports in the fields of labor, vocational education, dispatching Vietnamese workers abroad under contracts, employment, occupational safety and health;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. Scope of Regulation

3. The procedures for receiving, handling, and resolving complaints, reports, petitions, and reflections of the Ministry of Information and Communications against foreign agencies, organizations, and individuals in Vietnam shall be implemented according to this Circular, except where international treaties to which the Socialist Republic of Vietnam is a party provide otherwise.

This Circular applies to agencies, units, individuals under the Ministry of Information and Communications and state-owned enterprises managed by the Ministry of Information and Communications; and relevant organizations and individuals.

a) The Ministry of Information and Communications (hereinafter referred to as the Ministry);

Article 2. Applicability

b) Departments under the Ministry;

Chapter II

CITIZEN SERVICES WORK

Article 3. Responsibility for Receiving Citizens

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

c) Public service units directly under the Ministry related to the resolution of policies, benefits for citizens and organizations;

d) The organization of citizen reception by subordinate units of departments and public service units directly under the Ministry shall be regulated by the Department Heads and Heads of public service units in accordance with the requirements, scale, nature, and activities of their respective units.

2. The responsibilities of heads of agencies and units specified in Clause 1 of this Article in citizen reception shall be implemented in accordance with Article 18 of Law on Citizen Reception No. 42/2013/QH13 and Article 4 of Decree No. 64/2014/ND-CP dated June 26, 2014 of the Government detailing implementation of certain provisions of the Law on Citizen Reception.

1. Citizen reception shall be conducted at the citizen reception location (hereinafter referred to as the citizen reception room) during regular working hours, except in cases of emergency decided by those with authority.

2. The Ministry's Office shall arrange a citizen reception room at the Ministry's headquarters to serve the citizen reception of the Minister and the Ministry's regular citizen reception work.

3. The responsibility of the staff receiving citizens shall be carried out in accordance with the provisions of Article 8 of the Law on Receiving Citizens.

Article 4. Time and Location for Receiving Citizens

3. The Radio Frequency Management Bureau and the Telecommunications Bureau shall arrange a citizen reception room at the Radio Frequency Management Bureau Building (No. 115 Tran Duy Hung Street, Cau Giay District, Hanoi City) and the Telecommunications Bureau Building (No. 68 Duong Dinh Nghia Street, Cau Giay District, Hanoi City) for shared use by agencies and units under the Ministry located within the same building.

4. Agencies and units with headquarters outside the locations specified in Clauses 2 and 3 of this Article shall independently arrange a citizen reception room suitable for the nature and activities of their unit.

5. In necessary cases, agencies and units under the Ministry may register to use the citizen reception room at the Ministry's headquarters, at the Radio Frequency Management Bureau Building, and at the Telecommunications Bureau Building.

6. The arrangement of the citizen reception room must comply with the provisions of Article 19 of the Law on Citizen Reception and Article 5 of Decree No. 64/2014/ND-CP.

7. The content of the "Citizen Reception Regulations" shall be implemented in accordance with the Appendix attached to this Circular.

6. The arrangement of the public reception room must comply with the provisions set forth in Article 19 of the Law on Public Reception and Clause 5 of Decree No. 64/2014/NĐ-CP.

7. The content of the "Public Reception Rules" shall be implemented in accordance with the Appendix attached to this Circular.

Article 5. Ensuring security, safety, and order for citizen reception work

1. The Office of the Ministry shall be responsible for working and coordinating with relevant agencies to maintain security, safety, and order for citizen reception activities at the Ministry's headquarters.

2. The Radio Frequency Management Department and the Telecommunications Department shall be responsible for coordinating with relevant agencies to maintain security, safety, and order for citizen reception activities at the Radio Frequency Management Department building and the Telecommunications Department building.

3. Agencies and units specified in Clause 4, Article 4 of this Circular shall, based on specific conditions, take measures to ensure security, safety, and order for citizen reception activities at their respective agencies and units.

Article 6. Regular Citizen Reception Organization of the Ministry of Information and Communications

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

a) Assisting the Minister in organizing regular citizen reception activities at the Ministry’s reception location; taking the lead in organizing and coordinating with agencies and units under the Ministry in receiving citizens who come to present complaints, reports, suggestions, and reflections as prescribed by law;

b) Assigning civil servants with sufficient capacity and appropriate expertise to work on regular citizen reception duties during working days at the Ministry’s reception location;

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

2. The Ministry Office shall have the responsibility to:

a) Welcoming and guiding citizens to the Citizen Reception Room when they request to be received;

b) Notifying the Inspectorate of the Ministry to assign civil servants to receive citizens;

c) Coordinating with the Inspectorate of the Ministry to report and arrange schedules for the Ministry’s leadership to receive citizens when they request to be received by the Ministry’s leadership; notifying related agencies and the Inspectorate of the Ministry to assign staff and civil servants to participate in receiving citizens together with the Ministry’s leadership.

3. Agencies and units under the Ministry shall be responsible for assigning staff and civil servants to participate in receiving citizens when the content relates to the functions and tasks of their unit and upon request from the Inspectorate of the Ministry.

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

Article 7. The Minister Receiving Citizens

1. The Minister shall arrange a schedule to directly implement citizen reception activities regularly once a month at the Ministry’s reception room.

2. In addition to the monthly scheduled citizen reception time, the Minister shall directly receive citizens in emergencies as specified in Clause 3, Article 18 of the Law on Citizen Reception.

3. Responsibilities for advising on organizing citizen reception by the Minister:

a) The Office of the Ministry shall be responsible for coordinating with the Inspectorate of the Ministry to arrange the Minister’s regular and ad hoc citizen reception schedules as prescribed by law; updating the Minister’s citizen reception schedule on the leadership work schedule system; posting the Minister’s regular citizen reception schedule at the reception room; leading and coordinating with the Information Center to announce the Minister’s citizen reception schedule on the Ministry’s electronic portal;

b) The Inspectorate of the Ministry shall be responsible for leading and coordinating with agencies and units under the Ministry to prepare plans, files, and documents to serve the Minister’s citizen reception sessions, reporting to the Minister for review and direction;

c) Agencies and units under the Ministry related to the matters the Minister intends to address during citizen receptions shall be responsible for preparing contents, files, and documents to serve the Minister’s citizen reception sessions; coordinating with the Inspectorate of the Ministry and the Office of the Ministry to prepare plans for the Minister’s citizen reception sessions;

d) When the Minister receives citizens, the leaders of the Inspectorate of the Ministry, the Office of the Ministry, and the leaders of agencies and units under the Ministry responsible for areas related to the content of citizens' complaints, reports, suggestions, and reflections, and representatives of other related agencies and units as required by the Minister shall be responsible for participating in the citizen reception.

Article 8. Heads of Agencies and Units Under the Ministry Receiving Citizens

1. Heads of agencies and units specified in points b and c, Clause 1, Article 3 of this Circular shall be responsible for arranging a schedule to directly implement citizen reception activities regularly at least once a month at their respective reception locations.

2. In addition to regular citizen reception times, heads of agencies and units specified in points b and c, Clause 1, Article 3 of this Circular shall be responsible for conducting ad hoc citizen receptions in cases prescribed in Clause 3, Article 18 of the Law on Citizen Reception or according to the directives of the Minister.

Article 9. Public reception procedures

The public reception procedures of the Ministry and its subordinate agencies and units shall be implemented in accordance with the provisions of Circular No. 04/2021/TT-TTCP dated October 1, 2021, issued by the Government Inspectorate on public reception procedures.

Article 10. Public reception logbook

1. Management and monitoring of the public reception logbook:

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

b) Heads of agencies and units specified in point b and point c, Clause 1, Article 3 of this Circular shall assign the department tasked with public reception duties to manage and monitor their agency or unit’s public reception logbook.

2. The public reception logbook shall be carried out according to Model No. 03 attached to Circular No. 04/2021/TT-TTCP.

Chapter III

RECEIVING AND HANDLING COMPLAINTS, REPORTS, PETITIONS, AND REFLECTIONS

Article 11. Forms of complaints, reports, petitions, and reflections

1. Complaints shall be made through complaint letters or direct complaints in accordance with Article 8 of the Law on Complaints No. 02/2011/QH13.

2. Reports shall be made through report letters or direct reports in accordance with Article 22 of the Law on Reports No. 25/2018/QH14.

3. Petitions and reflections shall be made through the following forms:

a) Petition letters or direct visits for petitions or complaints;

b) Information on petitions and reflections sent via electronic media in accordance with Article 16 of this Circular.

Article 12. Receiving complaint letters, report letters, petition letters, and reflection letters

1. The lead agency or unit receiving complaint letters, report letters, petition letters, and reflection letters (hereinafter referred to as the lead unit):

a) For complaints, accusations, petitions, or reflections sent to the Ministry, the Ministry’s leadership, the Ministry’s Inspectorate, the Ministry’s Office, and the Departments under the Ministry, the lead unit shall be the Ministry’s Inspectorate;

b) For complaints, accusations, petitions, or reflections sent to the Bureaus under the Ministry, public service organizations under the Ministry, the lead unit shall be the department responsible for public reception as stipulated in Clause 4, Article 6 of this Circular;

c) For complaints, accusations, petitions, or reflections sent to state-owned enterprises managed by the Ministry, the lead unit shall be designated by the head of the state-owned enterprise as stipulated.

2. For agencies and units that are not lead units, within two working days from the date of receipt of complaints, accusations, petitions, or reflections, they must transfer such documents to the lead unit as prescribed in Clause 1 of this Article, except when the petition or reflection falls within the jurisdiction of the agency or unit itself.

3. Agencies and units receiving complaints, accusations, petitions, or reflections must record them in the Logbook, issue a Complaint Transfer Form in accordance with the law; implement work to ensure confidentiality of information about accusers as prescribed by law.

4. Lead units shall manage and monitor complaints, accusations, petitions, or reflections according to the provisions of Article 29 of Circular No. 05/2021/TT-TTCP dated October 1, 2021, issued by the Government Inspectorate on complaint and accusation handling procedures.

5. For complaints, accusations, petitions, or reflections presented directly, the person receiving them shall guide citizens to write a formal letter or record the incident in writing and require the citizen to sign or affix a fingerprint to confirm the content, clearly stating the complaint, accusation, petition, or reflection.

Article 13. Classification of Petitions

The classification of petitions shall be carried out in accordance with the provisions of Article 6 of Circular No. 05/2021/TT-TTCP.

Article 14. Handling Complaints, Accusations, Suggestions, and Feedback

The handling of complaints, accusations, petitions, or reflections shall be carried out in accordance with the provisions of Chapter III of Circular No. 05/2021/TT-TTCP.

Article 15. Receiving and Processing Information Containing Accusations

The receiving and processing of information containing accusations shall be carried out in accordance with the provisions of Article 25 of the Law on Accusation.

Article 16. Receiving and Processing Information on Suggestions and Feedback in Electronic Environment

1. The agencies and units specified in points a, b, and c of Clause 1 of Article 3 of this Circular shall have the responsibility to:

a) Establish and publicly announce hotlines, email addresses, electronic portals, or websites, and other forms (if any) to receive information on petitions or reflections;

b) Assign personnel to handle hotline calls and monitor email boxes, electronic portals, or websites of their agencies or units to receive and process information.

2. Persons assigned to receive information on petitions or reflections have the responsibility to report fully and accurately in writing the received information to the heads of agencies or units for consideration and direction to resolve in accordance with the law.

3. For received information on petitions or reflections that do not fall within the responsibility to resolve, within two working days from the date of receipt, the receiving agency shall transfer the information on petitions or reflections in writing to the agency responsible for resolution as prescribed.

4. For received information on petitions or reflections involving the responsibility to resolve among multiple agencies or units under the Ministry, the agencies or units shall exchange and agree on a leading agency, with the remaining agencies or units having the responsibility to cooperate in resolving according to the regulations. In case of disagreement, the agencies or units shall report to the Ministry’s leadership for consideration and decision.

Chapter IV

SETTLEMENT OF COMPLAINTS, ACCUSATIONS, SUGGESTIONS, AND FEEDBACK

Article 17. Authority to Resolve 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 authority to resolve complaints of heads of agencies under the Ministry shall be implemented in accordance with Article 22 of the Law on Complaints, except for the complaints prescribed in Article 19 of this Circular.

Article 18. Procedure for handling complaints

The procedure for handling complaints shall be carried out in accordance with the provisions of the Law on Complaints and Decree No. 124/2020/NĐ-CP dated October 19, 2020 of the Government detailing certain articles and implementing measures of the Law on Complaints.

Article 19. Handling complaints in state-owned enterprises and complaints from employees in public service units

The handling of complaints in state-owned enterprises and complaints from employees in public service units shall be implemented in accordance with the provisions of Decree No. 24/2018/NĐ-CP dated February 27, 2018 of the Government on handling complaints and denunciations in the field of labor, vocational education, dispatching Vietnamese workers to work abroad under contracts, employment, occupational safety and health, and related laws on complaints.

Article 20. Competence to handle denunciations

1. Competence to handle denunciations concerning violations of the law in performing tasks and official duties:

a) The competence of the Minister to handle denunciations shall be implemented in accordance with Clause 7, Article 13, Point a, Clause 2, Article 18, and Clause 2, Article 19 of the Law on Denunciation.

b) The competence of the Director of the Department and equivalent level under the Ministry to handle denunciations, which have been delegated to manage cadres, civil servants, and public officials, shall be implemented in accordance with Clause 5, Article 13 of the Law on Denunciation.

c) The competence of the head of public service units managed by the Ministry to handle denunciations is carried out in accordance with Clause 1, Article 18 of the Law on Denunciation;

d) The competence of the head of state-owned enterprises managed by the Ministry to handle denunciations is carried out in accordance with Clause 1, Article 19 of the Law on Denunciation.

2. Competence to handle denunciations concerning violations of the law on state management in fields under the functional management of the Ministry:

a) The Inspector General of the Ministry shall handle denunciations concerning violations of the law that relate to areas under the management functions of the Ministry, except for those denunciations specified in point b of this clause.

b) The Director of the Department shall handle denunciations concerning violations of the law that relate to sectors and fields assigned by the Minister to perform management functions.

c) For denunciations concerning violations of the law that relate to the management functions of agencies and units under the Ministry and at the same time relate to the management functions of localities, the agencies and units under the Ministry shall exchange and agree with the localities to determine the agency responsible for handling the denunciation to ensure prompt and convenient resolution of the denunciation.

3. Competence to handle denunciations in cases where they have not been resolved within the prescribed time limit:

a) The Minister shall handle denunciations that have been submitted again in accordance with Article 37 and Article 38 of the Law on Denunciation and Article 5 of Decree No. 31/2019/NĐ-CP dated April 10, 2019 of the Government detailing certain articles and organizational implementation measures of the Law on Denunciation, where the heads of agencies and units under the Ministry and the heads of state-owned enterprises managed by the Ministry have either resolved them or exceeded the prescribed time limit without resolving them.

b) The heads of agencies and units under the Ministry shall handle denunciations that have been submitted again in accordance with Article 37 and Article 38 of the Law on Denunciation and Article 5 of Decree No. 31/2019/NĐ-CP, where the heads of subordinate agencies and units have either resolved them or exceeded the prescribed time limit without resolving them.

Article 21. Procedure for handling denunciations

1. The procedure for handling denunciations concerning violations of the law in the performance of duties and public services shall be carried out in accordance with Section III, Chapter III of the Law on Denunciation and Section I, Chapter III of Decree No. 31/2019/NĐ-CP.

2. The procedures for handling complaints regarding violations of laws on state management in various fields shall be carried out in accordance with Article 42 or Article 43 of the Law on Complaints.

3. The conclusion of the content of the denunciation issued by the Minister shall, in addition to being sent to relevant individuals and organizations as prescribed, also be sent to the Government Inspectorate and the Ministry Inspectorate.

4. The conclusion of the content of the denunciation issued by the heads of agencies and units under the Ministry and state-owned enterprises managed by the Ministry shall, in addition to being sent to relevant individuals and organizations as prescribed, also be sent to the Ministry Inspectorate.

Article 22. Handling of Suggestions and Reflections

1. The heads of agencies and units under the Ministry shall be responsible for handling suggestions and reflections related to sectors and fields delegated by the Minister or when assisting the Minister in performing state management functions, or when assigned by the Minister.

2. The heads of state-owned enterprises managed by the Ministry shall handle suggestions and reflections related to the organization and activities of their own enterprises.

3. Upon receiving suggestions and reflections within their responsibility to handle, the heads of agencies and units under the Ministry and the heads of state-owned enterprises managed by the Ministry shall assign advisory units to examine, propose solutions (if any), and respond to organizations and individuals in accordance with the law.

Chapter V

ENSURING CONDITIONS FOR CITIZEN SERVICES AND HANDLING COMPLAINTS, REPORTS, SUGGESTIONS, REFLECTIONS

HANDLING PETITIONS, REPORTS, SUGGESTIONS, REFLECTIONS

Article 23. Conditions for Ensuring Citizen Services and Handling Petitions, Reports, Suggestions, Reflections

1. The head of the agency or unit under the Ministry who has the authority to provide citizen services and handle complaints, reports, suggestions, and reflections shall be responsible for assigning tasks in writing to the lead unit to perform citizen services, receive and process petitions, reports, suggestions, and reflections; and assign tasks in writing to civil servants and officials with experience and knowledge of laws on citizen services, complaints, reports, suggestions, and reflections to perform such tasks.

2. The Information Center shall take the lead and coordinate with the Inspectorate of the Ministry, the Office of the Ministry, and relevant agencies and units to study, build, and apply information technology to citizen services and handling complaints, reports, suggestions, and reflections.

Article 24. Policies and Regulations for Citizens' Service Providers and Handlers of Petitions, Reports, Suggestions, and Reflections

1. Those providing citizen services and handling petitions, complaints, suggestions, and reflections shall enjoy policies and benefits as prescribed by law.

2. The heads of agencies and units under the Ministry shall decide on professional training for citizen service providers in their agencies and units in accordance with the guidelines of the Government Inspectorate.

3. The objects, principles of application, funding levels, sources of funds, and budget preparation for implementation shall be carried out in accordance with Circular No. 320/2016/TT-BTC dated December 14, 2016, issued by the Ministry of Finance, which stipulates the regulations for allowances for those performing citizen service duties and handling petitions, reports, suggestions, and reflections.

Chapter VI

MANAGEMENT OF CITIZEN SERVICES AND HANDLING OF COMPLAINTS, REPORTS, SUGGESTIONS, REFLECTIONS

PETITIONS, REPORTS, SUGGESTIONS, REFLECTIONS

Article 25. Management of Citizen Services and Handling of Petitions, Reports, Suggestions, and Reflections

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

a) Assisting the Minister in managing state affairs concerning citizen services and handling petitions, reports, suggestions, and reflections;

b) Directing, guiding, and training staff on citizen reception work, complaint resolution, petition handling, and feedback for units under the Ministry;

c) Assisting the Minister in supervising, inspecting, and auditing the responsibility for citizen services and handling petitions, reports, suggestions, and reflections of the heads of agencies and units under the Ministry and the heads of state-owned enterprises managed by the Ministry; proposing measures to improve these activities within the scope of the Minister's management.

2. The Director of the Office of the Ministry and the Heads of Departments under the Ministry shall be responsible for assigning leaders to oversee and arrange civil servants to monitor and implement citizen services, receive and process petitions, reports, suggestions, and reflections in accordance with this Circular.

3. The heads of agencies and units under the Ministry and the heads of state-owned enterprises managed by the Ministry shall be responsible for:

a) Managing citizen services and handling petitions, reports, suggestions, and reflections within the scope of their agencies, units, and enterprises.

b) Inspecting the responsibility for citizen reception, complaint resolution, petition handling, and feedback of subordinate units.

4. Leaders of state-owned enterprises managed by the Ministry shall be responsible for:

a) Resolving complaints, petitions, and feedback within their enterprise's jurisdiction;

b) Inspecting the responsibility for complaint resolution and accusation resolution of subordinate units.

Article 26. Reporting System

1. Agencies, units under the Ministry and state-owned enterprises managed by the Ministry shall be responsible for reporting their citizen reception work and complaints and denunciation resolution quarterly and annually to the Ministry Inspectorate before the 10th day of the last month of each quarter, in accordance with Circular No. 01/2024/TT-TTCP dated January 20, 2024 of the Government Inspectorate on the reporting system for inspection work, complaint and denunciation resolution, and anti-corruption measures, for consolidation purposes.

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

Chapter VII

IMPLEMENTING PROVISIONS

Article 27. Effective Date

1. This Circular takes effect from January 28, 2025.

2. Circular No. 03/2016/TT-BTTTT dated February 1, 2016 of the Minister of Information and Communications on citizen reception and complaint and denunciation resolution of the Ministry of Information and Communications shall cease to be effective from the date this Circular comes into force.

3. During implementation, if the legal normative documents cited for application in this Circular are amended, supplemented, or replaced, they shall be applied according to those amended, supplemented, or replaced documents.

Article 28. Implementation Organization

1. The Director of the Ministry's Office, the Chief Inspector of the Ministry, Department Heads, Heads of agencies and units under the Ministry, and the Heads of state-owned enterprises managed by the Ministry shall be responsible for implementing this Circular.

2. The Heads of agencies and units under the Ministry specified in point b and point c Clause 1 Article 3 of this Circular and the Heads of state-owned enterprises managed by the Ministry shall specify the citizen reception work and complaint and denunciation resolution at 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.

4. During the implementation process, if there are difficulties or obstacles, the agencies and units under the Ministry, state-owned enterprises managed by the Ministry, and related organizations and individuals are requested to promptly reflect these issues to the Ministry of Information and Communications (through the Ministry Inspectorate) for appropriate amendments and supplements.

 

 

 

ANNEX

(Issued together with Circular No. 14/2024/TT-BTTTT dated December 13, 2024 of the Minister of Information and Communications)

REGULATIONS ON RECEIVING CITIZENS

 

I. FOR CITIZENS

1. Present personal identification cards or other identity documents issued by authorized state agencies.

2. Maintain proper demeanor, respect, and comply with the guidance of civil servants receiving citizens and security personnel.

3. Citizens shall be received in turn and must truthfully present their matters, clearly state their requests, provide relevant information and documents related to the content of complaints, reports, proposals, and reflections.

4. Citizens shall not abuse their rights to file complaints, denunciations, suggestions, or reflections to distort, slander, incite, disrupt public order, or engage in actions that harm, insult, or obstruct civil servants performing citizen reception duties and the activities of agencies and organizations involved in citizen reception.

5. In cases where five or more people collectively file complaints, denunciations, suggestions, or reflections on the same matter, they must appoint a representative to present the content of their complaints, denunciations, suggestions, or reflections to the civil servant handling citizen reception.

6. Fulfill the rights and obligations of complainants, reporters, proposers, and reflectors in accordance with the provisions of the law.

7. Do not film, take photographs, or record audio without the consent of the civil servant receiving citizens.

8. Maintain hygiene, order, and aesthetics both before and within the premises of the Citizen Reception Room. Do not move or damage the property of the Citizen Reception Room.

9. After working hours, citizens may not remain in the Citizen Reception Room under any circumstances.

10. Organizations and individuals visiting the Citizen Reception Room must strictly adhere to the laws and conscientiously implement these Regulations.

II. FOR CIVIL SERVANTS RECEIVING CITIZENS

1. When receiving citizens, civil servants must comply with the regulations of the organization regarding attire and civil servant identification cards.

2. Have the right to request citizens filing complaints, denunciations, suggestions, or reflections to present personal identification cards or authorization letters (in case of representation); to request the provision of necessary information and documents for receiving and processing the case.

3. Maintain a respectful attitude towards citizens, listen attentively, accept complaints, denunciations, suggestions, or reflections, or record accurately and completely the content presented by the citizens.

4. Explain and guide citizens filing complaints, denunciations, suggestions, or reflections to comply with policies, guidelines, laws, resolutions, and decisions already in effect, issued by competent authorities; guide complainants to the correct agencies, organizations, or individuals with authority to resolve their complaints.

5. Keep confidential the name, address, signature, and other personal information of the accuser.

6. Require violators of the Citizen Reception Room regulations to cease their violations; if necessary, prepare a record of the violation and request competent authorities to handle it according to the law.

III. CASES OF REFUSAL TO RECEIVE AND REQUIRE HANDLING IN ACCORDANCE WITH LEGAL PROVISIONS

1. Citizens who are unable to control their behavior due to the use of stimulants; or those who have been identified by competent authorities as suffering from mental illness or other diseases leading to a loss or limitation of civil capacity as stipulated by civil law.

2. Citizens who continue to file complaints or denunciations about matters that have been resolved in accordance with policies and laws, which have been reviewed and notified in writing by competent state agencies, and explained and guided but still persist in prolonged complaints or denunciations.

3. Individuals who threaten, insult agencies, organizations, units, or civil servants handling citizen reception; obstruct normal activities of the Citizen Reception Office or civil servants, or violate citizen reception regulations.

4. Abuse of democratic freedoms and religious freedom to incite others to cause disturbances, distortions, or defamation of Party guidelines, policies, and state laws, as well as the legitimate rights and interests of organizations and individuals.