Decision No. 2276/QĐ-TTCP Issuing the Internal Regulations of the Central Office for Receiving Citizens

Pursuant to …;

Issuing the Internal Regulations of the Central Office for Receiving Citizens

__________________

GOVERNMENT INSPECTOR GENERAL

Pursuant to the Law on Citizen Reception 2013;

Considering the proposal of the Director-General - Head of the Central Citizen Reception Board;

At the proposal of the Head of the Central Office for Receiving Citizens,

Pursuant to …;

Article 1. The Internal Regulations of the Central Office for Receiving Citizens are hereby issued together with this Decision.

Article 2. This Decision takes effect from the date of issuance.

Article 3. Agencies and organizations participating regularly in receiving citizens at the Central Office for Receiving Citizens, Heads of Departments, Divisions, and Units under the Government Inspectorate, individuals and organizations coming to conduct business, and citizens coming to exercise their rights to file complaints, reports, petitions, and reflections at the Office shall be responsible for implementing this Decision.

Detention Facilities in the People's Army for the People

Central Office for Receiving Citizens

(Issued together with Decision No. 2276/QD-TTCP dated August 11, 2015 of the Government Inspectorate)

I. GENERAL PROVISIONS

1. Agencies and organizations participating regularly in receiving citizens at the Central Office for Receiving Citizens (hereinafter referred to as the Central Office for Receiving Citizens) shall be responsible for performing tasks as prescribed by law; receiving citizens who come to file complaints, reports, and petitions related to policies and laws within the responsibilities and authorities of the Party, State, National Assembly, and Government.

2. Working hours at the Central Office for Receiving Citizens:

- Morning from 7:30 to 11:30.

- Afternoon from 13:00 to 17:00.

- Of which, the time for receiving citizens during the day is:

+ Morning from 8:00 to 11:30;

+ Afternoon from 13:30 to 16:30.

3. Strictly prohibit citizens from bringing weapons, dangerous objects, flammable and explosive materials, slogans, banners, or bulky items into the Central Office for Receiving Citizens.

4. Strictly prohibit any acts that disrupt security and public order at the Central Office for Receiving Citizens; fabricating, slandering, defaming the reputation and honor of state agencies, officials performing duties, or obstructing and causing inconvenience to citizens when filing complaints, reports, petitions, and reflections.

II. REGARDING CITIZENS

1. Present personal identification documents, power of attorney (if any), such as: Identity Card or other personal identification documents issued by competent state agencies.

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

3. Citizens must be received in turn, truthfully present the matter, clearly state their requests, provide relevant information and documents concerning the content of complaints, reports, petitions, and reflections; respect the guidance of officials receiving citizens.

4. Citizens shall not abuse their rights to file complaints, reports, petitions, and reflections to fabricate, slander, incite disorder before and within the Central Office for Receiving Citizens or engage in actions that harm, defame, or obstruct officials performing their duties and activities of agencies and organizations participating in receiving citizens.

5. In cases where five or more people file complaints, reports, petitions, and reflections on the same issue, they must elect representatives to present the content of complaints, reports, petitions, and reflections to the officials receiving citizens.

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

7. Shall not record video, take photos, or make audio recordings without the consent of the Head of the Central Office for Receiving Citizens or officials receiving citizens at the Office.

8. Maintain hygiene, order, and aesthetics both inside and outside the premises of the Central Office for Receiving Citizens. Shall not move or damage property of the Central Office for Receiving Citizens without authorization.

9. Upon completion of working hours, all citizens must leave the Central Office for Receiving Citizens and may not remain there in any form.

10. Organizations and individuals visiting the Central Office for Receiving Citizens must strictly comply with the provisions of the law and conscientiously implement these Internal Regulations. If violated, they will be subject to administrative penalties or criminal prosecution according to the provisions of the law depending on the nature and severity of the violation.

III. REGARDING OFFICIALS PERFORMING WORK IN RECEIVING CITIZENS

1. When receiving citizens, officials receiving citizens must comply with the regulations of their agencies or units regarding uniforms and civil servant cards.

2. Have the right to request citizens who come to file complaints, reports, petitions, and reflections to present personal identification documents, power of attorney (in case of being authorized); request to provide necessary information and documents for receiving and handling the case.

3. Maintain a respectful attitude towards citizens, listen carefully, accept complaints, reports, petitions, and reflections or record accurately the content presented by citizens.

4. Explain and guide citizens who come to file complaints, reports, petitions, and reflections to comply with policies, guidelines, laws, conclusions, and decisions that have taken legal effect from competent agencies, organizations, or individuals; guide complainants, reporters, petitioners, and reflectors to the appropriate agencies, organizations, or persons with authority to handle the matter.

5. Within the scope of direct responsibility for handling or classifying, transferring complaints, reports, petitions, and reflections, and reporting the results of handling complaints, reports, petitions, and reflections to citizens.

6. Keep confidential the name, address, handwriting, and other personal information of the complainant if requested by the complainant.

7. Require citizens violating the internal regulations of the office to stop their violations; in necessary cases, prepare a record of the violation and request competent authorities to handle it according to the law.

8. In cases where someone is ill or has a sudden accident requiring immediate medical attention, report immediately to the person in charge of the Central Office for Receiving Citizens and call the emergency center 115 for timely assistance. The person being treated or their representative must strictly follow the decisions of medical personnel performing the rescue under the supervision of officials receiving citizens at the Office.

IV. CASES OF REFUSAL TO RECEIVE AND RECORD VIOLATIONS FOR LEGAL PROSECUTION:

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

2. Citizens who continue to file complaints and reports about matters that have been resolved correctly according to policy and law, have been reviewed and notified in writing by competent state agencies, and have been received, explained, and guided but still persistently file complaints and reports.

3. Any person who threatens or insults agencies, organizations, units, public reception officers, or public servants; obstructs the normal activities of the public reception office, public servants, or violates the rules of the public reception venue.

4. Abusing democratic freedoms and religious freedoms to incite, urge, or provoke others to disrupt, distort, or defame the policies, guidelines, and laws of the Party and State, as well as the legitimate rights and interests of organizations and individuals./.