Decision No. 2575/QD-TTCP Issuing the Regulation on Coordination among Agencies Participating in Receiving Citizens at the Central Reception Office for Citizens

Pursuant to …;

Issuing Regulations on Coordination among Agencies Participating in Citizen Reception at the Central Citizen Reception Office

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GOVERNMENT INSPECTOR GENERAL

Pursuant to the Law on Citizen Reception 2013;

Pursuant to Decree No. 64/2014/NĐ-CP dated June 26, 2014 of the Government detailing implementation of certain provisions of the Law on Citizen Reception;

Based on the opinions of agencies participating in citizen reception at the Office as proposed by the Government Inspectorate;

Considering the proposal of the Head of the Central Citizen Reception Board and the Director of the Legal Affairs Department,

DECISION:

Article 1. These Regulations on Coordination among Agencies Participating in Citizen Reception at the Central Citizen Reception Office are hereby issued together with this Decision.

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

Article 3. Agencies participating in citizen reception at the Central Citizen Reception Office, Heads of Departments, Bureaus, and Units under the Government Inspectorate, citizens, individuals, agencies, and organizations coming to work at the Office shall be responsible for implementing this Decision./.

 

 

 

 

 

REGULATIONS

Coordination among agencies regularly participating in citizen reception at the Central Citizen Reception Office

(Issued together with Decision No. 2575/QĐ-TTCP dated September 8, 2015 of the Chief Inspector General of the Government)

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PART I

GENERAL PROVISIONS

Article 1. Scope of Regulation

These Regulations stipulate the relationship of coordination in work among the following agencies: Government Inspectorate, Government Office, People's Petitions Committee under the Standing Committee of the National Assembly, Central Inspection Committee, Central Party Office, President's Office, Central Internal Affairs Committee, in their activities of citizen reception at the Central Citizen Reception Office (hereinafter referred to as the Office).

The Vietnam Fatherland Front Central Committee participates in citizen reception at the Office (in accordance with Program No. 01 /CTPH-TTCP-BTTUBTWMTTQVN dated November 25, 2015 between the Government Inspectorate and the Permanent Secretariat of the Vietnam Fatherland Front Central Committee on coordination in citizen reception, handling letters and complaints, resolving appeals, denunciations, and reflections from citizens) shall implement these Regulations.

Article 2. Applicability

1. Agencies and units, as well as officials and civil servants of the Government Inspectorate, Government Office, People's Petitions Committee under the Standing Committee of the National Assembly, Central Inspection Committee, Central Party Office, President's Office, Central Internal Affairs Committee, and the Vietnam Fatherland Front Central Committee assigned to participate in regular citizen reception at the Office.

2. Agencies, organizations, and individuals related to citizen reception activities at the Office.

Joint Circular No. 02/2023/TTLT-BCA-VKSNDTC-TANDTC stipulates the coordination in exchanging information among authorized investigative agencies of the Public Security Organs, the People's Procuracy, and the People's Courts in investigation, prosecution, and trial of money laundering and terrorist financing offenses.

Coordination among agencies participating in citizen reception at the Office aims to ensure and enhance the effectiveness of citizen reception work, appeal resolution, complaint handling, suggestions, and reflections from citizens; creating favorable conditions for citizens to exercise their rights to appeal, complaint, suggestion, and reflection in accordance with the law.

1. Ensuring timely coordination and direction from central to local investigative agencies to promptly resolve difficulties and obstacles in the work of investigating, prosecuting, and trying money laundering and terrorist financing offenses.

1. Adhering to the provisions of the Law on Citizen Reception, the Law on Appeals, the Law on Complaints, regulatory legal documents, and relevant Party regulations; based on the functions and responsibilities of each agency to specifically define the scope and responsibilities in coordinating citizen reception work at the Office.

2. Agencies and officials and civil servants assigned to participate in regular citizen reception at the Office must take responsibility seriously, coordinate closely and promptly, in accordance with the requirements of the tasks assigned, ensuring and enhancing the effectiveness of citizen reception at the Office.

Chapter II

CONTENTS OF COORDINATION

Article 5. Receiving and guiding citizens to exercise their rights to file complaints, denunciations, proposals, and reflections at the Office.

1. Reception and initial classification:

The Central Citizen Reception Board shall be responsible for receiving, initially classifying cases, and guiding citizens to the representative agencies participating in regular citizen reception at the Office to file complaints, denunciations, proposals, and reflections in accordance with the law. The classification shall be carried out in accordance with Articles 11, 12, 13, 14, 15, 16, 17, and 18 of this Regulation.

In cases where the matter falls under the responsibility of multiple agencies participating in citizen reception at the Office, the civil servant assigned the task shall report to the Head of the Central Citizen Reception Board for consideration and decision.

2. Receiving, explaining the law, and guiding citizens:

Staff members assigned the task of receiving citizens at the Office (referred to as the Permanent Citizen Reception Team), appointed by the agencies participating in citizen reception at the Office, shall be responsible for receiving and processing information and materials related to complaints, denunciations, proposals, and reflections provided by citizens; studying and explaining relevant regulations of the Party and State laws, and guiding citizens to exercise their rights to file complaints, denunciations, proposals, and reflections in accordance with the law.

3. Handling cases involving multiple people filing complaints, denunciations, proposals, and reflections on the same issue:

a) Civil servants assigned tasks by the Central Citizen Reception Board shall guide citizens to elect representatives to work with the Permanent Citizen Reception Team of the agency responsible for citizen reception at the Office.

b) In cases involving large groups of people with complex issues and citizens showing strong dissatisfaction, the Permanent Citizen Reception Team shall report to the leadership of the Central Citizen Reception Board to take effective measures to resolve the situation; if necessary, the leadership of the Central Citizen Reception Board may invite relevant agencies, organizations, units, and individuals to participate in citizen reception.

c) Relevant agencies, organizations, units, individuals, and the Permanent Citizen Reception Teams of agencies participating in citizen reception at the Office must closely cooperate with the Central Citizen Reception Board during the citizen reception process, promptly and accurately exchange information, unify the content of responses to citizens in accordance with the regulations of the Party and State laws; effectively carry out mass mobilization work, persuade citizens to return to their localities for resolution to avoid creating "hotspots" that affect security and public order in Hanoi and Ho Chi Minh City.

4. During the operation process, the Permanent Citizen Reception Teams of agencies participating in citizen reception at the Office shall uniformly use the citizen reception software to facilitate monitoring, management, and exploitation of citizen reception information and data.

Article 6. Supervising and Urging Cases Transferred by Agencies Participating in Citizen Reception at the Office to Competent Authorities

1. Agencies participating in citizen reception at the Office must regularly supervise and urge the competent authorities to handle complaints, denunciations, proposals, and reflections transferred by them. They shall report and propose to the heads of their agencies to inspect and urge cases requiring inspection; at monthly coordination meetings, they shall discuss with the Central Citizen Reception Board to agree on lists and contents of cases requiring inspection and urging, compile plans for inspection and urging, and report to the General Inspectorate of the Government.

2. Organizing inspections and urging the handling of cases by competent authorities:

a) After receiving instructions from the General Inspectorate of the Government, the Central Citizen Reception Board shall lead and coordinate with representatives of agencies participating in citizen reception at the Office to establish a Working Group to inspect and urge according to the plan.

b) Agencies participating in citizen reception at the Office shall be responsible for providing relevant information and materials, arranging staff and means to participate in the Working Group; conducting inspections and urging according to the approved plan.

c) The Central Citizen Reception Board shall compile and report the results of inspections and urging, and propose solutions to the leadership of agencies participating in the Working Group for guidance.

Article 7. Information and Reporting in Citizen Reception Work and Handling of Petitions

1. Management of Information and Data

The Central Citizen Reception Board shall be responsible for uniformly managing information and data related to citizen reception work and petition handling at the Office. Any individual or organization wishing to access and use such information and materials must obtain the consent of the Head of the Central Citizen Reception Board.

2. Information and Reporting System

On a weekly, monthly, quarterly, and annual basis, the Central Citizen Reception Board shall compile and report on the situation and results of citizen reception activities at the Office to the leadership of the Government Inspectorate and participating agencies at the Office.

During the periods when the Central Party Committee and National Assembly sessions are held, the Central Citizen Reception Board shall implement a daily reporting system regarding the situation of citizen reception at the Office. Prior to each National Assembly session, it shall report on the results of citizen reception and petition handling between two sessions. At the conclusion of each National Assembly session, it shall report on the results of citizen reception and petition handling during that session.

3. Function of State Administration in Citizen Reception Work and Petition Handling

Based on monitoring and compiling the results of citizen reception and petition handling for complaints, accusations, suggestions, and reflections from citizens at the Office, the Central Citizen Reception Board shall be responsible for evaluating the situation of complaints and accusations from ministries, sectors, and localities; advising and proposing to the leadership of the Government Inspectorate necessary measures to enhance the effectiveness of state administration in the field of citizen reception and petition handling.

Article 8. Operation Management at the Office

The General Inspector of the Government shall assign the Head of the Central Citizen Reception Board to manage the operations of the Central Citizen Reception Office, directing the Central Citizen Reception Board to perform the following tasks:

1. Coordinate with the representative of the lead unit of participating agencies to monitor and manage the citizen reception activities of the Office's permanent reception team.

2. Lead and coordinate with the permanent reception team of participating agencies at the Office in receiving, guiding, and responding to citizens.

3. Lead and coordinate with the representative of the lead unit of participating agencies at the Office or relevant organizations to advise and assist the leadership of the Party and State or heads of citizen reception agencies at the Office.

4. Lead regular monthly meetings with representatives of the lead units of regularly participating agencies at the Office, police agencies at various levels, and local People's Committees where the Central Citizen Reception Office is located.

5. Manage the citizen reception software system, provide unified guidance on citizen reception and petition handling procedures at the Central Citizen Reception Office.

6. Lead and coordinate with the representative of the lead unit of regularly participating agencies at the Office, relevant organizations, and local authorities to provide support to citizens when necessary.

7. Organize security, permanent presence, administrative, clerical, and archival work at the Office.

Article 9. Management and Use of Seals in Citizen Reception Work at the Office

1. In the course of performing citizen reception duties, the Central Citizen Reception Office in Hanoi shall use the seal "Citizen Reception in Hanoi City", and the Central Citizen Reception Office in Ho Chi Minh City shall use the seal "Citizen Reception in Ho Chi Minh City". These seals are managed by the Central Citizen Reception Board and used in accordance with the law.

2. The permanent reception team may sign and affix the Office seal to the following documents:

a) Guidance document for citizens to exercise their right to appeal (Form No. 01).

b) Guidance document for citizens to exercise their right to accuse (Form No. 02).

c) Receipt for submitted documents (Form No. 03).

d) Referral form for appeals and accusations within the jurisdiction of the head of the supervising agency (Form No. 04).

e) Appointment slip for time and place of citizen reception (Form No. 05).

f) Notification of refusal to receive citizens (Form No. 06).

3. The head of the agency or department-level leader (or equivalent) of the lead unit of participating agencies shall sign and affix the seal according to each agency's regulations for the following documents:

a) Urgent document for resolving appeals and accusations (Form No. 07).

b) Transfer document for suggestions and reflections (Form No. 08).

Chapter III

RESPONSIBILITIES OF PARTICIPATING AGENCIES AT THE OFFICE

Article 10. General Responsibilities

1. Agencies participating in receiving citizens at the Office shall be responsible for notifying in writing to the Government Inspectorate (through the Central Citizen Receiving Board):

a) The unit that serves as the main coordinating body with the Central Citizen Receiving Board during the operation of the Office.

b) The time schedule for citizen reception by the agency's permanent citizen reception team.

c) The name, position of civil servants assigned the task of permanent citizen reception at the Office.

2. The permanent citizen reception team of agencies participating in receiving citizens at the Office shall be responsible for:

a) Implementing the unified business procedures applied at the Office.

b) Closely coordinating with the permanent citizen reception teams of other agencies during the performance of their duties.

c) Strictly adhering to the internal regulations and rules of the Office.

d) Following the direction of the leadership of the Central Citizen Receiving Board when handling cases involving multiple people complaining, reporting, making suggestions, or reflecting on the same issue, complex cases, or prolonged cases.

Article 11. Responsibilities of the Permanent Citizen Reception Team of the Central Party Office

1. Receiving and processing suggestions and reflections regarding the policies and guidelines of the Party.

2. Receiving and processing complaints and reports concerning Party building work and other issues within the jurisdiction of central Party agencies, except for the contents stipulated in Articles 12 and 13 of this Regulation.

3. Receiving, reporting, and proposing the handling of complaints and reports within the jurisdiction of the Director of the Central Party Office and the heads of central Party agencies, excluding cases within the jurisdiction of the head of the Central Commission for Discipline Inspection and the head of the Central Commission for Internal Affairs.

4. Proposing cases and preparing content for the main unit of the Central Party Office to coordinate with the Central Citizen Receiving Board to organize citizen reception sessions by the Director of the Central Party Office at the Office upon request.

Article 12. Responsibilities of the Permanent Citizen Reception Team of the Central Commission for Discipline Inspection

1. Receiving and processing suggestions and reflections related to the functions, tasks, and powers of the inspection committees at all levels.

2. Receiving and processing complaints about party disciplinary actions; reports related to principles of organization and party life, implementation of tasks and powers, standards for party members and standing committee members, and the conduct, morality, and lifestyle of cadres and party members within the jurisdiction of the Central Commission for Discipline Inspection.

3. Receiving, reporting, and proposing the handling of complaints and reports within the jurisdiction of the head of the Central Commission for Discipline Inspection.

4. Proposing cases and preparing content for the representative unit of the Central Commission for Discipline Inspection to coordinate with the Central Citizen Receiving Board to organize citizen reception sessions by the Chairman of the Central Commission for Discipline Inspection at the Office upon request.

Article 13. Responsibilities of the Permanent Citizen Reception Team of the Central Commission for Internal Affairs

1. Receiving and processing suggestions and reflections related to the functions, tasks, and powers of internal affairs commissions at all levels.

2. Receiving and processing complaints and reports concerning internal affairs and anti-corruption.

3. Receiving, reporting, and proposing the handling of complaints and reports within the jurisdiction of the head of the Central Commission for Internal Affairs.

4. Proposing cases and preparing content for the main unit of the Central Commission for Internal Affairs to coordinate with the Central Citizen Receiving Board to organize citizen reception sessions by the Head of the Central Commission for Internal Affairs at the Office upon request.

Article 14. Responsibilities of the Standing Committee for Citizen Reception under the People's National Assembly Affairs Committee of the National Assembly Permanent Standing Committee

1. Receiving, handling complaints, denunciations, suggestions, and reflections sent to the Chairman of the National Assembly and the National Assembly agencies.

2. Proposing cases, preparing contents for the main unit of the People's National Assembly Affairs Committee to coordinate with the Central Citizen Reception Board to organize citizen reception sessions of the Head of the People's National Assembly Affairs Committee at the Office when requested.

Article 15. Responsibilities of the Standing Committee for Citizen Reception under the President's Office

1. Receiving, handling complaints, denunciations, suggestions, and reflections related to the functions, tasks, and authorities of the State President.

2. Receiving, reporting, and proposing to handle complaints and denunciations within the jurisdiction of the Director of the President's Office.

3. Proposing cases, preparing contents for the main unit of the President's Office to coordinate with the Central Citizen Reception Board to organize citizen reception sessions of the Director of the President's Office at the Office when requested.

Article 16. Responsibilities of the Standing Committee for Citizen Reception under the Government Office

1. Receiving, handling complaints, denunciations, suggestions, and reflections related to policies, decisions of the Government and the Prime Minister.

2. Receiving, handling complaints, denunciations, suggestions, and reflections related to the responsibilities of multiple ministries, sectors, and localities.

3. Receiving, reporting, and proposing to handle complaints and denunciations within the jurisdiction of the Minister-Chairman of the Government Office.

4. Coordinating with the leadership of the Central Citizen Reception Board to receive and handle denunciation contents within the authority of the Prime Minister as stipulated in Clause 7, Article 13 of the Denunciation Law; complaints that the Government Inspectorate has reviewed and reported to the Prime Minister but citizens continue to complain. Advising the leadership of the Government Office to report to the Prime Minister for instructions on these matters.

5. Advising the leadership of the main unit to coordinate with the Central Citizen Reception Board to propose cases, prepare contents, and organize regular citizen reception sessions of the Minister-Chairman of the Government Office at the Office.

Article 17. Responsibilities of the Standing Committee for Citizen Reception under the Vietnam Fatherland Front Central Committee

1. Receiving, reporting, and proposing to handle complaints, denunciations, suggestions, and reflections within the jurisdiction of the Vietnam Fatherland Front Central Committee.

2. Proposing cases, preparing contents for the main unit of the Vietnam Fatherland Front Central Committee to coordinate with the Central Citizen Reception Board to organize citizen reception sessions of the Chairman of the Vietnam Fatherland Front Central Committee, the Head of the Vietnam Fatherland Front Central Committee agency at the Office when requested.

Article 18. Responsibilities of the Standing Committee for Citizen Reception under the Government Inspectorate

1. Receiving and handling complaints, denunciations, suggestions, and reflections not falling under the contents specified in Articles 11, 12, 13, 14, 15, and 16 of this Regulation.

2. Receiving, reporting, and proposing to handle complaints and denunciations within the jurisdiction of the Chief Inspector General.

3. Taking the lead and coordinating with the Standing Committees for Citizen Reception of participating agencies at the Office to receive and handle large groups of complaints, denunciations, suggestions, and reflections.

4. Advising the leadership of the Central Citizen Reception Board to prepare contents, propose cases, report to the Chief Inspector General, and coordinate with representatives of the Government Office to report to the Minister-Chairman of the Government Office for consideration and decision on citizen reception at the Office.

5. Assisting the leadership of the Government Inspectorate to take the lead and coordinate with relevant agencies, organizations, and units to organize citizen reception sessions of Party and State leaders, National Assembly, or Heads of participating agencies at the Office when requested; regular or sudden citizen reception sessions of the Chief Inspector General, Minister-Chairman of the Government Office.

Chapter IV

SECURITY AND ORDER MAINTENANCE AND MANAGEMENT AT THE OFFICE

Article 19. Management of the Office

1. The Government Inspectorate shall be responsible for arranging workplaces and equipment for officials, civil servants, and employees performing tasks at the Office in accordance with the provisions of the law; managing assets at the Office.

2. Annually, the Government Inspectorate shall be responsible for inventorying assets, preparing budget estimates for state funds to serve the activities of the Office.

3. The Government Inspectorate shall assign the Government Inspectorate Office to coordinate with the Central Reception and Complaints Handling Committee to manage and utilize the equipment provided at the Office effectively and economically.

4. The permanent reception committees of agencies participating in citizen reception at the Office shall be responsible for managing and utilizing the equipment provided to ensure safety, effectiveness, and economy.

Article 20. Security and Order Assurance Work

1. The Central Reception and Complaints Handling Committee shall be responsible for:

a) Directing security forces to maintain order according to the internal regulations of the Office, safeguarding the safety of facilities and equipment within the premises of the Office; coordinating with public security agencies to ensure security, order, and safety for officials and civil servants receiving citizens at the Office.

b) Cooperating with the security organs of the Ministry of Public Security, the Public Security Bureau of Hanoi City and Ho Chi Minh City to grasp the situation and develop plans to ensure security, order, and safety for officials and civil servants receiving citizens at the Office; directing the handling of individuals who violate the law.

c) Coordinating with relevant agencies (Health Departments, Emergency Rescue Center 115 of Hanoi and Ho Chi Minh Cities, hospitals, healthcare centers near the Office, etc.) to ensure the health and safety of citizens at the Office.

2. Agencies, organizations, and units participating in citizen reception shall be responsible for ensuring confidentiality, and competent authorities shall apply protective measures for citizens in accordance with the law when requested by the Office.

Chapter V

IMPLEMENTATION

Article 21. The Central Reception and Complaints Handling Committee shall be responsible for proposing individuals and groups with outstanding achievements in citizen reception work and cooperation in ensuring security and order to report to the Chief Inspector General for timely encouragement and rewards; informing the leadership of the main unit of agencies participating in citizen reception about violations of the Office's internal regulations by the permanent reception committees; requesting the agency with violating officials and civil servants to promptly rectify or handle them in accordance with the law.

Article 22. Agencies participating in citizen reception at the Central Citizen Reception Office shall be responsible for implementing this Regulation. Annually or when necessary, the Government Inspectorate shall convene meetings with the leadership of agencies participating in citizen reception at the Office to evaluate the implementation of the coordination regulation, propose solutions to improve the effectiveness of citizen reception work. In case of difficulties during implementation, leaders of the agencies shall discuss and adjust this coordination regulation in a timely manner.