Circular No. 39/2014/TT-BGTVT on citizen reception work, complaint and accusation resolution of the Ministry of Transport

CIRCULAR

Regulations on receiving citizens, handling complaints, and addressing accusations of the Ministry of Transport.

Based on the Law on Complaints dated November 11, 2011; B||| ofBased on the Law on Accusations dated November 11, 2011;i

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Based on the Law on Receiving Citizens dated November 25, 2013;

On the basis of Based on the Anti-Corruption Law of 2005, 2007, and 2012;

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 Accusations;

Based on Decree No. 59/2013/NĐ-CP dated June 17, 2013 detailing certain provisions of the Anti-Corruption Law;

Based on Decree No. 64/2014/NĐ-CP dated June 26, 2014 of the Government detailing the implementation of certain provisions of the Law on Receiving Citizens;

The Minister of Transport issues this Circular to regulate the work of receiving citizens, handling complaints, and addressing accusations of the Ministry of Transport.

Article 1. This Circular regulates the work of receiving citizens; receiving and processing complaints, accusations, suggestions, and reflections; handling complaints; addressing accusations; conditions for ensuring the operation of receiving citizens, processing complaints, accusations, suggestions, and reflections; managing the work of receiving citizens, handling complaints, and addressing accusations of the Ministry of Transport.

The Ministers of the Ministry of Public Security, the Ministry of National Defense, and the Ministry of Transportation hereby issue this consolidated joint circular

At the proposal of the Inspector General of the Ministry,

Article 2. The reception and handling of individual and organizational reflections and suggestions regarding administrative regulations issued by competent authorities of the Ministry of Transport shall be carried out in accordance with Circular No. 50/2011/TT-BGTVT dated September 30, 2011 of the Minister of Transport on the reception and handling of reflections and suggestions from individuals and organizations regarding administrative regulations within the scope of management of the Ministry of Transport.

PART I

GENERAL PROVISIONS

Article 1. Scope of Regulation

Article 1. The agencies and units responsible for receiving citizens include:

a) The Ministry of Transport;

Article 2. Applicability

This Circular applies to:

b) Vietnam Highway Administration, Vietnam Railway Corporation, Vietnam Civil Aviation Authority, Vietnam Maritime Administration, Vietnam Inland Waterways Administration, Vietnam Vehicle Inspection Center, Vietnam Transport Health Administration, Construction Management and Quality Control Bureau of Transport Works;

c) Publicly-owned institutions under the Ministry of Transport.

Article 2. Agencies and units authorized to handle complaints and address accusations include those specified in Clause 1 of this Article and state-owned enterprises under the Ministry of Transport.

Article 3. Organizations, individuals exercising their rights to file complaints, accusations, suggestions, and reflections; organizations, individuals being complained against or accused, and other organizations and individuals related to the handling of complaints, accusations, suggestions, and reflections of the Ministry of Transport.

Article 1. Petitions

are written documents submitted by citizens, agencies, or organizations to agencies, organizations, individuals, or persons with authority within state agencies for the purpose of filing complaints, accusations, suggestions, or reflections on specific issues.

Article 3. Explanation of Terms

In this Circular, the following terms are understood as follows:

Article 2. Information is a message presented in the form of a text message, email, or oral communication sent to the email box or telephone of agencies, organizations, individuals, or persons with authority within state agencies for the purpose of filing complaints, accusations, suggestions, or reflections on specific issues.

Article 3. Receiving petitions and information is the activity of agencies, organizations, or individuals receiving petitions and information and recording them in a logbook for tracking, summarizing, and processing according to the provisions of this Circular.

Article 4. Processing petitions and information is the activity of agencies, organizations, or individuals assigned the task of researching received complaints, accusations, suggestions, and reflections, classifying and transferring petitions, providing guidance, or reporting to persons with authority to initiate the handling and resolution of complaints and accusations in accordance with the law.

Article 5. Suggestions and Reflections are actions taken by organizations or individuals to provide information, express opinions, wishes, and propose solutions to agencies, organizations, units, or individuals with authority regarding issues related to the implementation of policies, laws, and management work in areas under the responsibility of these agencies, organizations, units, or individuals.

5. Petitioning and reflection refers to organizations and individuals providing information, presenting opinions, wishes, and proposing solutions to competent authorities, organizations, units, or individuals regarding issues related to the implementation of policies, guidelines, laws, and management work in fields under the responsibility of those authorities, organizations, units, or individuals.

Chapter II

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

Article 4. Place for Receiving Citizens

1. The agencies specified in points a and b Clause 1 Article 2 of this Circular must arrange a separate room to receive citizens. The citizen reception room should be located in a convenient position, equipped with tables and chairs, computers, filing cabinets, drinking water, and other necessary conditions to ensure service for citizens when they come to present complaints, reports, suggestions, and reflections.

2. Units specified in point c Clause 1 Article 2 of this Circular must have a place to receive citizens, arranged with a separate room or a citizen reception desk at a convenient location to organize the reception of citizens for complaints, reports, suggestions, and reflections.

3. The place for receiving citizens must post the regulations on receiving citizens and the schedule for receiving citizens of the agency or unit.

4. The regulations on receiving citizens must clearly state the responsibilities of the person receiving citizens, the rights and obligations of citizens when presenting complaints, reports, suggestions, and reflections. The schedule for receiving citizens must specify the time and the position of the person receiving citizens.

Article 5. Organizing Citizen Reception

1. Schedule for Receiving Citizens

a) The Ministry's Office arranges the schedule for the Minister (or Deputy Minister authorized by the Minister) to receive citizens one day each month and publishes it on the Ministry of Transport's website;

b) Heads of agencies and units under the Ministry specified in points b and c Clause 1 Article 2 of this Circular are responsible for receiving citizens at least one day each month at their own citizen reception places and in other urgent cases as prescribed by law. The schedule for receiving citizens of the agency or unit must be publicly posted on the agency or unit's website.

2. Agencies and Units Responsible for Receiving Citizens

a) The Ministry Inspectorate is responsible for assigning staff to directly receive citizens on working days at the Ministry's citizen reception place;

b) The Ministry Office, Departments, Bureaus under the Ministry, General Departments, Bureaus under the Ministry of Transport shall dispatch staff to participate in receiving citizens when there are contents related to advisory responsibilities and upon request from the Ministry Inspectorate;

c) The Vietnam Highway Administration assigns the Legal Affairs and Inspection Department; the Vietnam Railway Administration, the Vietnam Inland Waterway Administration assigns the Legal Affairs and Inspection Room; the Vietnam Maritime Administration, the Vietnam Civil Aviation Administration assigns the Bureau Inspector; the Vietnam Vehicle Inspection Administration, the Transport Health Administration, the Construction Management and Quality Control Bureau of Transport Works, and public service units assign the advisory department on organizational and personnel work or office to perform the duty of receiving citizens.

Article 6. Content of Citizen Reception

1. Receiving complaints about administrative decisions, administrative acts, and disciplinary decisions of cadres, civil servants, officials, and employees of organizations and individuals related to the interests of the complainant.

2. Receiving reports about violations by organizations and individuals in performing their duties and official tasks.

3. Receiving opinions and contributions in management and construction of policies within the jurisdiction of the unit.

4. Receiving proposals and reflections related to the jurisdiction of the agency or unit.

5. Receiving information and documents during the process of handling complaints, reports, proposals, and reflections.

6. Publicizing and disseminating to citizens the relevant regulations concerning the jurisdiction of the agency or unit when requested by citizens.

Article 7. Public Citizen Reception Procedure

1. The person receiving citizens requests citizens to present identity cards or power of attorney, records fully the name and address of the citizen making complaints, reports, proposals, and reflections, and requires the citizen to sign the confirmation in the Citizen Reception Register according to the model specified in Appendix I of this Circular.

2. The person receiving citizens listens to the citizen's presentation of the content of complaints, reports, proposals, and reflections to record them.

3. In case the citizen comes to submit letters:

a) For letters within the authority to handle, proceed with the acceptance procedures, sign the receipt for the letter and accompanying files and documents (if any). If the letter lacks complete information as required, guide the citizen to supplement and perfect the letter;

b) For letters not within the authority to handle, guide the citizen to submit the letter to the competent authority;

c) For letters containing both complaint and report or proposal and reflection content; or letters containing both content within the authority to handle and content not within the authority to handle, guide the citizen to write separate letters for each content.

4. In case the citizen comes without a letter but presents directly:

a) For complaint content, guide the citizen to write a letter or record the complaint content and require the citizen to sign or stamp their fingerprint. The complaint letter must clearly state the date, month, year of the complaint; the name, address of the complainant; the name, address of the organization, entity, individual being complained against; the content, reason for the complaint, and the complainant's request;

b) For report content, guide the citizen to write a report letter or record the report (record the voice of the report if deemed necessary), the recorded report must be read back or played back to the reporter and require the reporter to sign or stamp their fingerprint. The report letter must clearly state the date, month, year; the name, address of the reporter; the content of the report; the organization, entity, individual being reported against;

c) For suggestion and reflection content, guide the citizen to write a suggestion and reflection letter and clearly state the date, month, year; the name, address of the person making suggestions and reflections; the content of suggestions and reflections.

5. In case of group complaints, reports, suggestions, and reflections, follow the provisions of Articles 29, 30, and 31 of the Law on Receiving Citizens.

Chapter III

RECEIVING AND HANDLING LETTERS, INFORMATION ON COMPLAINTS, REPORTS, SUGGESTIONS, AND REFLECTIONS

Section 1

RECEIVING AND HANDLING PETITIONS

Article 8. Acceptance of complaints, denunciations, suggestions, and reflections

1. The main agency responsible for accepting and processing petitions

a) For complaints, denunciations, suggestions, and reflections sent to the Ministry of Transport: the main agency is the Inspectorate of the Ministry.

b) For complaints, denunciations, suggestions, and reflections sent to the Vietnam Highway Administration, departments under the Ministry, public service units, and state-owned enterprises directly under the Ministry: the main unit is the unit assigned the task of receiving citizens according to point c, Clause 2, Article 5 of this Circular or the unit advising on the handling of petitions from state-owned enterprises.

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

2. Cases where petitions contain both complaint and denunciation or suggestion and reflection contents

a) For petitions sent to the Ministry of Transport: the Inspectorate accepts and classifies them. For complaint and denunciation content, it advises on resolution according to regulations; for suggestion and reflection content, it transfers to relevant agencies for resolution. In cases where the competent agency cannot be determined, it reports to the Ministry's leadership for decision.

b) For petitions sent to the Vietnam Highway Administration, departments under the Ministry, public service units, and state-owned enterprises directly under the Ministry: the unit assigned the task of receiving citizens according to point c, Clause 2, Article 5 of this Circular or the unit advising on the handling of petitions from state-owned enterprises accepts and classifies them. For complaint and denunciation content, it advises on resolution according to regulations; for suggestion and reflection content, it reports to the head of the agency or unit to transfer to relevant agencies for resolution.

3. For petitions sent directly to agencies that are not the main agencies specified in Clause 1 of this Article: within two working days from the date of receipt, the receiving agency must transfer the petition to the main agency specified in Clause 1 of this Article, except in cases where the suggestion or reflection falls within the advisory resolution authority of its own agency or unit.

Agencies and units receiving petitions must implement confidentiality measures regarding the content of the petition and the identity of the denouncer according to the law; record in the Petition Tracking Book according to the model prescribed in Appendix III of this Circular; prepare a Petition Transfer Form according to the model prescribed in Appendix II of this Circular; bear responsibility before the Minister and the law for confidentiality and processing time as stipulated in this Circular.

4. Main agencies receiving and processing petitions must open a Petition Tracking Book according to the model prescribed in Appendix III of this Circular.

Article 9. Handling of Complaints

1. The agency or unit advising on the handling of complaints is the main agency or unit receiving petitions specified in points a and b, Clause 1 of Article 8 of this Circular.

2. A petition accepted for resolution is one that does not fall under the cases specified in Clause 3 of this Article. The advising agency or unit must report to the competent authority to decide on acceptance for resolution within ten working days from the date of receipt of the petition.

3. The following cases will not process petitions:

a) Petitions not within the jurisdiction for resolution, where the petition indicates multiple agencies or individuals and includes the name of the agency or person with the authority to resolve.

b) Petitions that do not meet all the following requirements: lack the signature or fingerprint of the complainant; fail to clearly state the full name and address of the complainant; fail to clearly state the date of the complaint; fail to clearly state the name of the organization, entity, or individual being complained against; fail to clearly state the content of the complaint, the reasons for the complaint, and the demands of the complainant.

4. Responding to and guiding organizations and individuals who submit complaints

a) For complaints not within the jurisdiction for resolution and not falling under the case specified in point a, Clause 3 of this Article, there shall be a written guidance to the complainant to send the petition to the competent agency or person for resolution according to the law;

b) For complaints specified in Article 11 of the Law on Complaints, a written response must be given to the complainant explaining the reason for non-acceptance;

c) For complaints received and transferred by National Assembly deputies, People's Council deputies, the Vietnam Fatherland Front and its members, press agencies, or other agencies but not within the jurisdiction for resolution, a written response must be given explaining the reason for non-acceptance to the transferring agency, organization, or individual.

5. If a complaint comes with original documents that are not accepted for resolution, the receiving agency must return these documents to the complainant; if accepted for resolution, the return will be made immediately after issuing the decision on the complaint resolution.

6. For complaints within the jurisdiction of a lower level but beyond the time limit stipulated by the Law on Complaints without resolution, the head of the higher-level agency issues a document requesting the lower level to resolve the complaint case.

7. The acceptance, guidance, and response must be carried out according to the model prescribed by the Government Inspectorate. The guidance and response provisions in this Article are only implemented once for each case.

Article 10. Handling Complaints

1. The agency or unit providing advisory services for handling complaints is the primary agency or unit receiving letters as stipulated in points a and b of Clause 1, Article 8 of this Circular.

2. A complaint will be accepted for resolution if it does not fall under the cases specified in Clause 3 of this Article. The advisory agency must report to the competent authority to decide on accepting and resolving the complaint within ten days from the date of receipt of the complaint, which may be extended up to fifteen days in complex cases.

3. The following cases will not process petitions:

a) Petitions not within the jurisdiction for resolution, where the petition indicates multiple agencies or individuals and includes the name of the agency or person with the authority to resolve.

b) A complaint that does not satisfy all of the following elements: lacking the signature or fingerprint of the complainant; failing to clearly state the name, address of the complainant; failing to clearly state the date; the content of the complaint is vague and lacks grounds for review; failing to clearly state the name of the agency, organization, or individual being complained against.

4. The agency or unit providing advisory services for handling complaints shall notify the complainant that the complaint will not be accepted for resolution in the following cases:

a) A complaint about a matter that has already been resolved by a competent authority and the complainant does not provide new information or circumstances.

b) A complaint about a matter where the content and information provided by the complainant do not have sufficient grounds to identify the violator or the violation.

c) A complaint about a matter where the competent authority for handling complaints lacks the conditions to verify the violation of the law or the violator.

5. For complaints outside the jurisdiction for resolution and not falling under the case specified in point a of Clause 3 of this Article, the complaint and related documents must be transferred to the competent authority for resolution and the complainant notified thereof within the latest five days from the date of receipt of the complaint.

6. If a complaint falls within the jurisdiction of a lower level but has exceeded the time limit prescribed by the Law on Complaints without being resolved, the head of the superior agency shall issue a document requiring the person responsible for resolving the complaint to resolve it, clearly stating the reasons for the delay in resolving the complaint; taking measures to handle the violation by the person responsible for resolving the complaint.

7. Complaints regarding criminal offenses shall be referred to the police and prosecution agencies for handling according to regulations.

8. Complaints about acts of corruption, where the name and address of the complainant are unknown but the content of the complaint is clear, with specific evidence and grounds for verification, relevant agencies, organizations, and individuals with the authority shall study and refer to the information provided to serve anti-corruption work in accordance with laws on preventing and combating corruption.

9. The acceptance, transfer, and response procedures shall be carried out according to the model prescribed by the Government Inspectorate. The transfer and response provisions of this Article shall only be implemented once for each case.

Article 11. Handling Petitions and Reflections

1. The agency or unit providing advisory services for handling petitions and reflections is the primary agency or unit receiving letters as stipulated in points a and b of Clause 1, Article 8 of this Circular.

2. The head of the agency or unit shall base on the functions and tasks of the advisory agencies to assign the main agency to provide advisory services for resolving petitions and reflections.

3. The following cases will not process petitions:

a) A petition or reflection that does not fall within the jurisdiction for resolution, and which has been sent to multiple agencies or individuals and includes the name of the competent agency or individual for resolution.

b) A petition or reflection that does not satisfy all of the following elements: lacking the signature or fingerprint; failing to clearly state the name, address of the writer; the content of the petition or reflection is vague and lacks grounds for review and resolution.

4. In the case of a petition or reflection that does not fall within the jurisdiction for resolution and does not fall under the case specified in point a of Clause 3 of this Article, the petition or reflection shall be transferred to the competent agency for resolution and the petitioner or reflector notified thereof.

5. Petitions and reflections within the jurisdiction for resolution must be responded to in writing to the petitioner or reflector. The response deadline shall be implemented according to the regulations on processing and resolving incoming documents of the agency or unit.

Article 12. Receiving and Processing Complaints, Suggestions, and Reflections

1. Heads of agencies and units shall establish and publicize hotlines and email addresses on the agency's or unit's electronic portal to receive complaints, suggestions, and reflections; assign staff to handle hotline calls and monitor incoming emails for receiving and processing information.

2. For information received through the hotline, the person answering the call must request the information provider to clearly state their name, address, and phone number. In cases where the information provider does not provide their name, address, or phone number, the receiver still accepts, summarizes the content of the reflection, records it (if applicable), and signs the receipt log.

3. Information sent to the email box with clear names, addresses, and specific contents shall be printed out and submitted to the head of the agency or unit for consideration and resolution within their authority.

4. Complaints, suggestions, and reflections sent to the email box or reported through the hotline with clear names, addresses, and detailed complaint 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 authority for consideration and resolution according to the law.

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

Chapter III

SETTLEMENT OF COMPLAINTS AND REPORTS

Section 1

SETTLEMENT OF COMPLAINTS

Article 13. Authority to Resolve Complaints of the Minister

1. Resolve initial complaints against administrative decisions and actions made by themselves, by directly managed civil servants; disciplinary decisions issued by the Minister.

2. Resolve second-level complaints against administrative decisions and actions of heads of subordinate agencies and units that have been initially resolved but are still being complained about, or initial complaints that have exceeded the time limit without resolution.

3. Resolve second-level complaints against administrative decisions and actions of the Chairman of the Provincial People's Committee within the scope of the Ministry's management that have been initially resolved but are still being complained about, or initial complaints that have exceeded the time limit without resolution.

4. Resolve complaints in cases where there is a dispute over the authority to resolve complaints between agencies and units under the management of the Minister.

Article 14. Authority to Resolve Complaints of Heads of Agencies and Units Subordinate to the Ministry

1. Heads of agencies and units have the authority to resolve initial complaints against administrative decisions and actions made by themselves, by directly managed civil servants and officials; resolve complaints against disciplinary decisions issued by themselves.

2. Heads of agencies and units have the authority to resolve second-level complaints against administrative decisions and actions of directly subordinate agency and unit heads that have been initially resolved but are still being complained about, or initial complaints that have exceeded the time limit without resolution.

Article 15. Handling Complaints

1. The agency or unit responsible for advising on the resolution of complaint petitions is the primary agency or unit designated to receive letters and petitions as stipulated in point a and point b, Clause 1, Article 8 of this Circular.

2. The agency or unit responsible for advising on the resolution of complaint petitions shall take the lead and coordinate with related agencies and units to conduct investigations, make conclusions, and propose solutions to resolve complaints.

Related agencies and units shall allocate staff to participate in investigations as required; propose solutions and bear responsibility for the solutions to resolve administrative decisions and actions related to their functions, tasks, and authorities according to regulations.

3. Authority to sign investigation decisions and complaint resolution decisions

a) The Minister signs or authorizes a Deputy Minister to sign decisions resolving complaints within the Minister’s authority to resolve.

b) The Director of the Ministry's Inspectorate signs the decision to investigate complaint content.

c) The head of the agency or unit with the authority to resolve complaints signs the investigation decision and the complaint resolution decision.

4. The process of resolving complaints shall be carried out according to the guidelines of the Government Inspectorate.

Article 16. Publicizing the decision on handling complaints

1. Within fifteen days from the date of signing, decisions on handling complaints made by the Minister, Heads of agencies or units directly under them must be publicized in one of the following forms: announcement at a meeting where the person making the complaint works; posting at the workplace or location for receiving citizens' visits of the agency or organization that handled the complaint; publication on the Ministry of Transport's public information website (except for contents classified as state secrets).

2. In cases where complaints are received by National Assembly deputies, People's Council deputies, Vietnam Fatherland Front Committee members, and other members of the Front, and transferred to the relevant authorities, the person handling the complaint must report or notify the results of the complaint resolution to the transferring entity as prescribed.

Section 2

 COMPLAINT HANDLING

Article 17. Competence of the Minister to settle reports

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

2. Reporting violations of laws with contents related to the State management functions of the Ministry of Transport.

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. Reporting violations of laws, violations related to duties and public service of heads, deputy heads of subordinate units directly under the reporting entity, and officials, civil servants, employees, and workers appointed or directly managed by the reporting entity.

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 the handling of complaint reports is the primary agency or unit designated to receive letters and reports as stipulated in point a and point b, Clause 1, Article 8 of this Circular.

2. The agency or unit responsible for advising on the handling of complaint reports shall take the lead in coordinating with relevant agencies and units to conduct investigations, draw conclusions, and propose solutions to address complaints.

3. Authority to sign decisions on investigating and concluding the content of complaints, and decisions on handling reported violations

a) The Minister signs or authorizes a Deputy Minister to conclude the content of complaints and decide on handling reported violations within the Ministry's jurisdiction.

b) The Inspector General of the Ministry signs the decision to investigate the content of complaints.

c) The Head of the agency or unit authorized to handle complaints signs the decision to investigate and conclude the content of complaints and decide on handling reported violations.

4. The process of handling complaints shall be carried out according to the guidelines of the Government Inspectorate.

Article 20. Publicizing the conclusion of the content of complaints

1. Within ten days from the date of signing the conclusion of the content of complaints and the decision on handling reported violations, the person handling the complaint has the responsibility to publicize the conclusion of the content of complaints and the decision on handling reported violations in one of the following forms: announcement at a meeting of the agency or organization where the person being complained against works; posting at the workplace or location for receiving citizens' visits of the agency or organization that handled the complaint; uploading to the Ministry of Transport's public information website (except for contents classified as state secrets).

2. The conclusion of the content of complaints must be sent to the inspection agency and the immediate superior agency.

Section 3

CONDITIONS TO ENSURE THE ACTIVITIES OF RECEIVING CITIZEN VISITS, HANDLING COMPLAINTS, AND HANDLING COMPLAINTS

Article 21. Conditions for ensuring the work of receiving citizens, handling complaints, reports, proposals, and reflections

1. The head of the agency or unit with the authority to receive citizens, handle complaints, and resolve reports shall be responsible for assigning tasks in writing to the person in charge of receiving citizens and handling letters and information; assigning tasks in writing to experienced staff knowledgeable about laws related to receiving citizens, complaints, and reports to perform the work of receiving citizens, handling letters, and processing complaints, reports, proposals, and reflections.

2. The Inspectorate of the Ministry shall take the lead and coordinate with the Ministry's Office, the Information Technology Center, and relevant agencies and units to study, build, and apply information technology to the work of receiving citizens, handling complaints, resolving reports, proposals, and reflections.

Article 22. Policies and treatment for those receiving citizens and handling complaints, reports, 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.

Chapter IV

MANAGEMENT OF THE WORK OF RECEIVING CITIZEN PETITIONS AND HANDLING COMPLAINTS

Article 23. Management of the work of receiving citizens, handling complaints, and resolving reports

1. The Chief Inspector of the Ministry assists the Minister in managing the state's affairs regarding the work of receiving citizens, handling complaints, and resolving reports; directing, guiding, and training on the work of receiving citizens, handling complaints, and resolving reports for subordinate agencies and units under the Ministry of Transport.

2. The Chief of the Ministry's Office and the Heads of Departments have the responsibility to assign leadership, arrange staff to monitor and implement the work of receiving citizens, handling letters, and processing complaints, 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 has the responsibility to assist the Minister in inspecting and supervising the work of receiving citizens, handling complaints, and resolving reports of 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 24. Reporting system

1. Subordinate agencies and units under the Ministry shall be responsible for reporting on the work of receiving citizens and handling complaints and reports quarterly, every six months, nine months, and annually to the Ministry (through the Inspectorate of the Ministry) before the 17th day of the last month of each quarter, as prescribed in Circular No. 03/2013/TT-TTCP dated June 10, 2013, of the Government Inspectorate on the reporting system for inspection work, handling complaints and reports, and anti-corruption.

2. Quarterly, every six months, nine months, 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 the Government Inspectorate on the work of receiving citizens, handling complaints, and resolving reports as prescribed.

Chapter V

IMPLEMENTING PROVISIONS

Article 25. Effective Date

This Circular takes effect from November 1, 2014, and replaces Decision No. 35/2008/QĐ-BGTVT dated December 31, 2008, of the Minister of Transport on the issuance of the Regulation on Handling Complaints and Reports of the Ministry of Transport.

Article 26. Responsibility for Implementation

1. The Chief of the Ministry's Office, the Chief Inspector of the Ministry, the Heads of Departments, the Directors of the Vietnam Highway Administration, the Directors of Bureaus, and the Heads of subordinate agencies and units under the Ministry shall be responsible for implementing this Circular.

2. The Heads of subordinate agencies and units under the Ministry of Transport shall specify detailed regulations on the work of receiving citizens, handling complaints, and resolving reports at their own 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.