Law on Receiving Citizens' Feedback Number 42/2013/QH13

LAW

On Citizen Receptionn

On the basis of the Constitution of the Socialist Republic of Vietnam;

The National Assembly enacts the Law on Citizen Reception.

PART I

GENERAL PROVISIONS

Article 1. Scope of Regulation

1. This Law stipulates responsibilities for citizen reception; rights and obligations of citizens when lodging complaints, reports, proposals, and reflections; organization of citizen reception activities at Citizen Reception Offices, locations of agencies, organizations, and units; and conditions to ensure citizen reception activities.

2. Receiving representatives of agencies and organizations lodging complaints, proposals, and reflections, and receiving foreign nationals lodging complaints, reports, proposals, and reflections shall be conducted in accordance with the procedures for citizen reception.

Article 2. Interpretation of Terms

In this Law, the following terms shall be understood as follows:

1. Citizen Reception is the activity of agencies, organizations, units, and individuals specified in Article 4 of this Law in receiving and listening to citizens' complaints, reports, proposals, and reflections; explaining and guiding citizens on how to lodge complaints, reports, proposals, and reflections in accordance with the provisions of the law.

Citizen Reception includes regular citizen reception, periodic citizen reception, and emergency citizen reception.

2. Proposal, Reflection is the act of citizens providing information, presenting opinions, wishes, and proposing solutions to agencies, organizations, units, and individuals with authority regarding issues related to the implementation of policies, laws, management work in various fields of social life within the responsibility of those agencies, organizations, units, and individuals.

3. Place of Citizen Reception includes the Citizen Reception Office, location of citizen reception, or other workplace arranged by agencies, organizations, and units responsible for citizen reception and must be publicly announced or notified in advance to the person to be received.

1. Citizen reception must be conducted at the place of citizen reception of the agency, organization, or unit.

2. Citizen reception must ensure transparency, democracy, timeliness; simple and convenient procedures; confidentiality and safety for the complainant in accordance with the law; objectivity, equality, and non-discrimination during citizen reception.

3. Respect and create favorable conditions for citizens to exercise their right to lodge complaints, reports, proposals, and reflections in accordance with the law.

Article 4. Responsibilities for Citizen Reception

1. State agencies have the responsibility to organize citizen reception including:

a) The Government;

b) Ministries, ministerial-level agencies; general departments and equivalent organizations; departments;

c) People's Committees at all levels;

đ) Agencies of the National Assembly;

e) People's Councils at all levels;

g) People's Courts, People's Procuratorates, State Audit Office.

2. Members of the National Assembly and People's Councils at all levels have the responsibility to receive citizens in accordance with this Law and other relevant legal regulations.

3. Within their functions, tasks, powers, political organizations, the Vietnam Fatherland Front Committee, political-social organizations, government agencies, and public service units organize citizen reception activities appropriate to the requirements, scale, and nature of their operations.

Based on the provisions of this Law, central agencies of political organizations, the Vietnam Fatherland Front Committee, and political-social organizations specify the procedures for citizen reception in their affiliated agencies and organizations; the Government specifies detailed procedures for citizen reception at government agencies and public service units.

Article 5. Management of Citizen Reception Work

1. The Government shall uniformly manage the State's affairs concerning citizen reception work; directly manage the citizen reception work of central and local administrative agencies.

The Government Inspectorate shall be responsible to the Government for implementing State management over citizen reception work.

Ministries, ministerial-level agencies, and People's Committees at all levels shall carry out management of citizen reception work within their respective duties and authorities.

2. The Standing Committee of the National Assembly shall have the responsibility to direct, coordinate, and cooperate in organizing the activities of citizen reception of the National Assembly's agencies and National Assembly deputies.

The Supreme People's Court, the Supreme People's Procuracy, and the State Audit Organization shall organize and manage citizen reception work within their respective duties and authorities for courts and procuracies at all levels and units under the State Audit Organization.

Agencies specified in this Clause shall be responsible for periodically summarizing and reporting the results of organizing citizen reception within their management scope to the Government for consolidation and reporting to the National Assembly.

Article 6. Prohibited Acts

1. Causing inconvenience, harassment, or obstruction to citizens who come to lodge complaints, denunciations, proposals, or reports.

2. Neglecting responsibilities in citizen reception; losing or distorting information and documents provided by complainants, denouncers, proposers, or reporters.

3. Discriminating against citizens during reception.

4. Exploiting the right to lodge complaints, denunciations, proposals, or reports to disrupt public order.

5. Distorting, slandering, causing damage to agencies, organizations, units, or individuals.

6. Threatening, insulting agencies, organizations, units, citizen reception officers, or law enforcement personnel.

7. Inciting, coercing, enticing, or bribing others to gather in large numbers at citizen reception locations.

8. Violating other provisions in internal regulations and rules of citizen reception.

Chapter II

RIGHTS AND OBLIGATIONS OF CITIZENS COMING TO LODGE COMPLAINTS, DENUNCIATIONS, PROPOSALS, OR REPORTS; RESPONSIBILITIES OF CITIZEN RECEPTION OFFICERS

COMPLAINTS, PETITIONS, REPORTS; RESPONSIBILITIES

Article 7. Rights and obligations of citizens coming to lodge complaints, denunciations, proposals, or reports

Article 7. Rights and obligations of citizens coming to lodge complaints, denunciations, proposals, or reports

1. When visiting a citizen reception location, complainants, denouncers, proposers, or reporters have the following rights:

a) To present the content of their complaints, denunciations, proposals, or reports;

b) To receive guidance and explanations on matters related to their complaints, denunciations, proposals, or reports;

c) To lodge complaints about violations of the law by citizen reception officers;

d) To receive notifications regarding the acceptance and handling results of their complaints, denunciations, proposals, or reports;

đ) In cases where complainants, denouncers, proposers, or reporters do not fluently speak Vietnamese, they have the right to use interpreters;

e) Other rights as prescribed by laws on complaints and denunciations.

2. When visiting a citizen reception location, complainants, denouncers, proposers, or reporters have the following obligations:

b) To maintain a proper attitude and respect towards citizen reception officers;

c) To truthfully present the matter, provide relevant information and documents, sign or affix fingerprints to confirm the contents recorded by the citizen reception officer;

d) To strictly comply with the internal regulations of citizen reception and the instructions of the citizen reception officer;

đ) In cases where multiple people are lodging complaints, denunciations, proposals, or reports on the same matter, they must appoint a representative to present the content of their complaints, denunciations, proposals, or reports;

e) To bear legal responsibility for the content of their complaints or denunciations.

Article 8. Responsibilities of the Citizen Reception Officer

1. When receiving citizens, the citizen reception officer must ensure neat attire, wearing an official identification card, civil servant badge, or insignia as prescribed.

3. Maintain a respectful attitude towards citizens, listen attentively, accept complaint letters, accusations, proposals, or feedback, or record accurately and completely the content presented by the individual making the complaint, accusation, proposal, or feedback.

4. Explain and guide individuals who come to lodge complaints, make accusations, submit proposals, or provide feedback on the implementation of policies, guidelines, laws, resolutions, and decisions that have become legally binding by competent authorities; guide complainants, accusers, proposers, or feedback providers to the correct authority or person with jurisdiction to handle their cases.

5. Directly process or classify and transfer complaint letters to persons with authority to handle complaints, accusations, proposals, or feedback; notify citizens of the results of the processing of their complaints, accusations, proposals, or feedback.

6. Require individuals violating the rules of the citizen reception area to cease their violations; if necessary, prepare a record of the violation and request relevant agencies to handle it according to the law.

Article 9. Situations Where Citizens Can Be Refused Reception

The citizen reception officer may refuse to receive individuals at the citizen reception area in the following situations:

1. Individuals in a state of intoxication due to the consumption of stimulants, individuals suffering from mental illness, or other illnesses that impair their ability to perceive or control their behavior.

2. Individuals engaging in threatening, insulting behavior towards agencies, organizations, units, citizen reception officers, or public officials, or other behaviors violating the rules of the citizen reception area.

3. Individuals lodging complaints or accusations about matters that have been resolved in accordance with policy and law, verified and reviewed by competent state agencies, notified in writing, and explained and guided but continue to persistently lodge complaints or accusations.

CITIZEN RECEPTION AT THE HEADQUARTERS OF THE CITIZEN RECEPTION OFFICE AT THE CENTRAL LEVEL,

PROVINCE LEVEL CITIZEN RECEPTION HEADQUARTERS, CITIZEN RECEPTION HEADQUARTERS

AT THE DISTRICT LEVEL; CITIZEN RECEPTION AT THE COMMUNE LEVEL

Article 10. Citizen Reception Headquarters

1. The citizen reception headquarters is a place where citizens can directly lodge complaints, accusations, proposals, or feedback with central Party and State leaders or local Party and government leaders; it includes representatives of certain agencies and organizations participating in regular citizen receptions, and is also a place for central Party and State leaders or local leaders to directly receive citizens when necessary.

2. The citizen reception headquarters includes:

a) Central-level citizen reception headquarters;

b) Provincial-level citizen reception headquarters (hereinafter referred to collectively as provincial-level citizen reception headquarters);

3. Citizen reception boards are established to directly manage citizen reception headquarters at each level; they coordinate with representatives of related agencies and organizations to organize and implement regular citizen receptions at the headquarters and perform the following tasks and powers:

a) Organize the reception of citizens coming to lodge complaints, accusations, proposals, or feedback at the citizen reception headquarters;

b) Explain and guide citizens on how to lodge complaints, accusations, proposals, or feedback in accordance with the law;

d) Monitor and urge agencies, organizations, and units with authority to process and respond to complaints, accusations, proposals, or feedback transferred by the citizen reception board;

đ) Summarize the situation and results of citizen reception activities at the headquarters; report regularly and urgently to competent agencies and organizations.

4. Agencies and organizations participating in citizen reception at the headquarters have the responsibility to appoint representatives to participate in regular citizen reception activities to receive complaints, accusations, proposals, or feedback within their respective responsibilities at the headquarters.

5. The Government shall specify in detail the tasks, powers, organizational structure of citizen reception boards; the allocation of material resources for citizen reception headquarters; and the regulations on coordinating citizen reception activities at the headquarters.

Article 11. Receiving Citizens at the Central Reception Office

1. The central reception offices shall be located in Hanoi and Ho Chi Minh City, serving as places for citizens to lodge complaints, denunciations, proposals, and reflections with central agencies of the Party, the President, agencies of the National Assembly, and the Government.

2. The Central Citizen Reception Board under the Government Inspectorate shall directly manage the central reception offices.

4. The scope of receiving and handling complaints, denunciations, proposals, and reflections at the central reception offices shall be carried out according to the following provisions:

a) A representative from the Central Committee Office shall receive and handle proposals and reflections concerning the policies and guidelines of the Party; receive and handle complaints and denunciations regarding Party building work and other issues within the responsibilities and authorities of central Party boards, except for the contents specified in points b and c of this clause;

b) A representative from the Central Inspection Committee shall receive and handle proposals and reflections related to the functions, tasks, and powers of inspection committees at all levels; receive and handle complaints and denunciations concerning disciplinary matters, cadre qualities, and intra-party life within the authority of the Central Inspection Committee;

c) A representative from the Central Internal Affairs Board shall receive and handle proposals and reflections related to the functions, tasks, and powers of internal affairs boards at all levels; receive and handle complaints and denunciations concerning internal affairs and anti-corruption efforts;

đ) A representative from the President's Office shall receive and handle complaints, denunciations, proposals, and reflections related to the functions, tasks, and powers of the President;

e) A representative from the Government Office shall receive and handle complaints, denunciations, proposals, and reflections related to government policies, decisions of the Prime Minister, and the responsibility of multiple ministries and sectors;

g) The Central Citizen Reception Board shall receive and handle complaints, denunciations, proposals, and reflections not covered by the contents specified in points a, b, c, d, đ, and e of this clause.

5. The Chief Inspector General of the Government and the Director of the Government Office shall personally receive citizens at the central reception offices at least once a month and conduct emergency citizen receptions as stipulated in Clause 3, Article 18 of this Law.

6. The Chief Inspector General of the Government shall establish regulations for receiving citizens at the central reception offices.

Article 12. Receiving Citizens at Provincial Reception Offices

1. Provincial reception offices shall be established in each province and centrally-administered city, serving as places for citizens to lodge complaints, denunciations, proposals, and reflections with the Provincial Party Committee, Municipal Party Committee (hereinafter referred to collectively as the Provincial Party Committee), Delegation of National Assembly Members, People's Council, and Provincial People's Committee.

2. The provincial citizen reception board shall be established by the Provincial People's Committee, under the Provincial People's Committee Office, headed by a Deputy Director of the Office, and shall directly manage the provincial reception office.

3. The Provincial Party Committee Office, the Provincial Party Inspection Committee, the Provincial Internal Affairs Board, the Provincial Delegation of National Assembly Members and People's Council Office shall send representatives to coordinate with the provincial citizen reception board to regularly receive citizens at the provincial reception office.

4. The scope of receiving and handling complaints, denunciations, proposals, and reflections at the provincial reception offices shall be carried out according to the following provisions:

a) A representative from the Provincial Party Committee Office shall receive and handle proposals and reflections concerning the policies and guidelines of the Party; receive and handle complaints and denunciations regarding Party building work and other issues within the responsibilities and authorities of the Provincial Party Committee;

b) A representative from the Provincial Party Inspection Committee shall receive and handle proposals and reflections related to the functions, tasks, and powers of the Provincial Party Inspection Committee and subordinate committees; receive and handle complaints and denunciations concerning disciplinary matters, cadre qualities, and intra-party life within the authority of the Provincial Party Inspection Committee;

c) A representative from the Provincial Internal Affairs Board shall receive and handle proposals and reflections related to the functions, tasks, and powers of the Provincial Internal Affairs Board; receive and handle complaints and denunciations concerning internal affairs and anti-corruption efforts within the authority of the Provincial Internal Affairs Board;

d) A representative from the Provincial Delegation of National Assembly Members and People's Council Office shall receive citizens who lodge complaints, denunciations, proposals, and reflections with National Assembly members of the Provincial Delegation and the Provincial People's Council concerning the implementation of the responsibilities and authorities of the National Assembly and People's Council;

đ) The provincial citizen reception board shall receive and handle complaints, denunciations, proposals, and reflections related to the responsibility of the Provincial People's Committee, the Chairman of the Provincial People's Committee, and issues requiring reports to the Chairman of the Provincial People's Committee for guidance; concerning the policies and decisions of the Provincial People's Committee and complaints, denunciations, proposals, and reflections not covered by the contents specified in points a, b, c, and d of this clause.

5. The Chairman of the Provincial People's Committee shall personally receive citizens at the provincial reception office at least once a month and conduct emergency citizen receptions as stipulated in Clause 3, Article 18 of this Law.

6. The Chairman of the Provincial People's Committee shall issue regulations for receiving citizens at the provincial reception office.

1. The County Citizen Reception Office shall be established in each county, district, town, provincial city, serving as a place for citizens to lodge complaints, reports, proposals, and reflections with the County Party Committee, District Party Committee, Town Party Committee, City Party Committee (hereinafter referred to collectively as the County Party Committee), People's Council, and the County People's Committee.

2. The County Citizen Reception Board shall be established by the County People's Committee, under the County People's Council and County People's Committee Office, headed by a Deputy Director of the Office, directly responsible for managing the County Citizen Reception Office.

4. The scope of receiving and handling complaints, reports, proposals, and reflections at the County Citizen Reception Office shall be carried out according to the following provisions:

a) A representative from the County Party Committee Office shall receive and handle proposals and reflections on policies and guidelines of the Party; receive and handle complaints and reports concerning Party building work within the jurisdiction of the County Party Committee.

b) A representative from the County Party Committee Inspection Commission shall receive and handle proposals and reflections related to the functions, tasks, and authorities of the County Party Committee Inspection Commission and subordinate levels; receive and handle complaints and reports concerning disciplinary issues of the Party, the quality of cadres and Party members, and intra-Party life within the jurisdiction of the County Party Committee Inspection Commission.

c) The County Citizen Reception Board shall receive and handle complaints, reports, proposals, and reflections related to the implementation of the duties and powers of the County People's Council; the responsibilities of the County People's Committee, the Chairman of the County People's Committee, matters requiring the Chairman of the County People's Committee to provide guidance; policies and decisions of the County People's Committee, and complaints, reports, proposals, and reflections not covered by points a and b of this clause.

5. The Chairman of the County People's Committee shall personally receive citizens at the County Citizen Reception Office at least two days per month and conduct impromptu citizen receptions as stipulated in Article 18, Clause 3 of this Law.

6. The Chairman of the County People's Committee shall issue internal regulations for citizen reception at the County Citizen Reception Office.

Article 14. Duties and Authorities of the Head of the Citizen Reception Board

1. Managing and directing activities at the Citizen Reception Office; directing and evaluating the performance of citizen reception staff from participating agencies and organizations at the Citizen Reception Office.

2. Assigning civil servants to perform regular citizen reception duties at the Citizen Reception Office.

4. Requesting or proposing that relevant agencies, organizations, units, or individuals with authority to dispatch responsible persons to the Citizen Reception Office to participate in citizen reception when there are complex cases or in other necessary situations.

5. Requesting or proposing that relevant agencies, organizations, units, or individuals with authority to handle persons who violate laws on citizen reception, internal regulations, and reception rules.

1. The receiving of citizens by the Party Committee, People's Council, People's Committee of communes, wards, towns shall be carried out at the office of the People's Committee of communes, wards, towns (hereinafter referred to collectively as the People's Committee of commune level).

2. The Chairman of the People's Committee of commune level directly oversees the work of receiving citizens at the commune level and performs the following tasks:

a) Issuing internal regulations for receiving citizens;

b) Arranging convenient locations and other necessary conditions for receiving citizens at the office of the People's Committee of commune level;

c) Assigning personnel to receive citizens;

d) Personally receiving citizens at the office of the People's Committee of commune level at least one day per week and handling emergency citizen reception cases as prescribed in Clause 3, Article 18 of this Law;

đ) Closely coordinating with relevant agencies, organizations, units in receiving citizens and handling collective complaints, accusations, suggestions, and reflections on the same issue; ensuring safety and order for citizen reception activities;

e) Summarizing the situation and results of citizen reception work, reporting regularly and urgently to competent authorities.

Chapter IV

CITIZEN RECEPTION AT STATE ADMINISTRATIVE AGENCIES;

AT PEOPLE'S COURTS, PROSECUTIONS,

NATIONAL AUDIT OFFICE

1. Ministries and ministerial-level agencies establish a citizen reception department or arrange civil servants from their inspection bodies to handle citizen reception work.

The citizen reception of subordinate organizations of ministries and ministerial-level agencies shall be regulated by the Minister or Head of the ministerial-level agency in accordance with the requirements, organizational nature, and activities of each organization.

2. Specialized agencies under the provincial People's Committee shall arrange civil servants from their inspection bodies to handle citizen reception work.

The citizen reception of subordinate agencies under specialized agencies under the provincial People's Committee and the citizen reception of specialized agencies under the district People's Committee shall be regulated by the Chairman of the provincial People's Committee in accordance with the requirements, organizational nature, and activities of each agency.

3. The Government, the Government Inspectorate, the Government Office, the provincial People's Committees, the district People's Committees, the provincial People's Committee Offices, the provincial People's Council and People's Committee Offices that have participated in regular citizen reception at the central reception office, provincial reception office, and district reception office shall not arrange regular citizen reception locations within their own offices.

Article 17. Organizing Citizen Reception at People's Courts, Prosecutions, National Audit Office

1. The Supreme People's Court, People's Courts at all levels, the Supreme People's Procuracy, People's Procuracies at all levels, the National Audit Office, Regional Audit Offices shall be responsible for organizing citizen reception and arranging reception locations for their agencies to receive citizens' complaints, accusations, suggestions, and reflections.

2. The President of the Supreme People's Court, the Prosecutor General of the Supreme People's Procuracy, the Auditor General within their respective duties and powers shall specifically regulate the organization of citizen reception of their agencies, People's Courts, People's Procuracies at all levels, and Regional Audit Offices.

Article 18. Responsibilities of the Head of an Agency in Receiving Citizens

1. Leading, directing, organizing the work of receiving citizens of their agency:

a) Issuing internal regulations and rules for receiving citizens;

b) Arranging convenient locations for receiving citizens; ensuring material conditions to serve the reception of citizens;

c) Assigning civil servants to regularly handle citizen reception work;

d) Closely coordinating with related agencies, organizations, units in receiving citizens and handling complaints and reports involving multiple people on the same issue;

đ) Inspecting and urging agencies, organizations, units, and individuals under their management to comply with legal provisions regarding citizen reception;

e) Ensuring safety and order for citizen reception activities;

g) Reporting the situation and results of citizen reception work to competent agencies and organizations.

2. Personally conducting citizen reception at least one day per month at the agency's reception location.

3. Conducting emergency citizen reception in the following cases:

a) Urgent and complex cases involving many participants, related to the responsibility of multiple agencies, organizations, units, or differing opinions among these entities;

b) Cases where failure to promptly direct and consider may result in serious consequences, destruction of state or collective property, harm to the lives and property of citizens, or impact on national security, political stability, public order, and social safety.

4. When receiving citizens, the head of the agency must provide an opinion on resolving the case for the citizen. If unable to respond immediately, they must instruct agencies, organizations, units, civil servants, and officials under their management to promptly review and resolve the case and inform the citizen of the response time.

Article 19. Citizen Reception Locations

1. The citizen reception location of agencies, organizations, and units must be arranged in a convenient position, ensuring necessary material conditions so that citizens can easily and conveniently present complaints, reports, suggestions, and reflections.

At the citizen reception location, clear notices of the agency's or unit's citizen reception internal regulations, guidance on the citizen reception process, complaint and report resolution procedures according to legal provisions, and information specified in Clause 2 of Article 24 of this Law must be posted.

2. The Government shall detail the arrangement of material conditions for citizen reception locations.

Chapter V

CITIZEN RECEPTION OF THE NATIONAL ASSEMBLY'S AGENCIES,

MEMBERS OF THE NATIONAL ASSEMBLY, AND THE PEOPLE'S COUNCILS AND THEIR DELEGATES

TO THE PEOPLE'S COUNCIL AT ALL LEVELS

Article 20. Citizen Reception of National Assembly Agencies

1. National Assembly agencies have the responsibility to organize citizen reception at the National Assembly's reception location or at selected reception sites when necessary to receive complaints, reports, suggestions, and reflections from voters.

The Civil Affairs Committee under the Standing Committee of the National Assembly has the responsibility to assist the Standing Committee of the National Assembly in organizing citizen reception work for National Assembly agencies and National Assembly members; representing National Assembly agencies to regularly conduct citizen reception at the central reception office and the National Assembly's reception location.

Article 21. Receiving Citizens by National Assembly Deputies

1. National Assembly deputies shall carry out citizen reception at provincial Citizen Reception Offices or at locations designated by the National Assembly Delegation according to the delegation leader's assignment or when deemed necessary.

The schedule for receiving citizens by National Assembly deputies shall be notified to the deputies at least ten working days before the scheduled date. In cases where it is not possible to participate in citizen reception as per the announced schedule, the National Assembly deputy shall report to the delegation leader at least five working days before the scheduled date.

2. When citizens request to meet with National Assembly deputies to present complaints, reports, suggestions, or reflections, the deputies shall be responsible for arranging time for citizen reception; if unable to receive citizens immediately, the deputies shall appoint someone to receive petitions or schedule a suitable time for citizen reception.

3. The National Assembly Delegation shall be responsible for organizing for National Assembly deputies to carry out citizen reception; assisting deputies in transferring petitions and monitoring, urging the resolution of citizens' complaints, reports, suggestions, or reflections that have been forwarded to competent authorities for resolution.

1. Provincial and district-level People's Council deputies shall carry out citizen reception at offices of the same level or at locations designated in their electoral districts by the Standing Committee of the People's Council of the same level.

Commune-level People's Council deputies shall carry out citizen reception at the office of the People's Committee of the same level.

2. The Standing Committee of the provincial People's Council, the Standing Committee of the district People's Council, and the Chairman of the commune People's Council shall be responsible for organizing for their deputies to carry out citizen reception; scheduling the deputies' citizen reception schedules; appointing civil servants to regularly receive citizens at provincial and district-level Citizen Reception Offices; organizing for deputies to carry out citizen reception at locations designated in their electoral districts.

3. People's Council deputies shall carry out citizen reception according to assigned schedules. Upon receiving citizens' complaints, reports, suggestions, or reflections, the deputies shall be responsible for studying and guiding citizens to submit complaints, reports, suggestions, or reflections to the appropriate authorities with jurisdiction to resolve them. If necessary, the deputies may directly or through the Standing Committee of the People's Council of the same level, at the commune level through the Chairman of the People's Council, transfer petitions to competent authorities for resolution and monitor, urge the resolution process.

Article 23. Detailed Provisions on Receiving Citizens by National Assembly Organs, National Assembly Deputies, People's Councils, and People's Council Deputies at All Levels

The Standing Committee of the National Assembly shall provide detailed provisions on receiving citizens by National Assembly organs, National Assembly deputies, People's Councils, and People's Council deputies at all levels.

Chapter VI

CITIZEN RECEPTION ACTIVITIES OF ORGANIZATIONS, UNITS, AND INDIVIDUALS

ORGANIZATIONS, UNITS, AND INDIVIDUALS

Article 24. Announcing Information on Citizen Reception Activities of Agencies, Organizations, Units, and Individuals

2. Agencies, organizations, and units shall be responsible for publicly posting information about their citizen reception activities at their offices, at the citizen reception locations, and announcing such information on their electronic information websites (if available).

The information to be announced includes:

a) The location of citizen reception;

b) The regular time for citizen reception;

c) The schedule of citizen reception by the heads of agencies, organizations, and units; the participants and the anticipated content of citizen reception during regular sessions.

4. The schedules of citizen reception activities stipulated in Clause 1, Point c Clause 2, and Clause 3 of this Article must be publicly posted at least five working days before the date of citizen reception; if it is not possible to conduct citizen reception according to the announced schedule due to valid reasons, the schedule may be postponed to another time, and the specific time for the citizen reception must be notified at the citizen reception location.

Article 25. Receiving and Preliminary Handling of Complaints, Reports, Proposals, and Reflections

2. The content presented must be recorded in the Citizen Reception Logbook including: serial number, date of reception, name, address, content of the matter, process of examination and resolution by competent agencies, organizations, and units (if applicable); requests and suggestions of the citizens lodging complaints, reports, proposals, or reflections; the receipt and preliminary handling of the matter.

In cases where citizens have not yet submitted complaint, report, proposal, or reflection letters, the citizen reception staff shall guide them to write letters or record the content of complaints, reports, proposals, or reflections in writing accurately and require them to sign or affix fingerprints for confirmation; in cases where the presented content is unclear or incomplete, the citizen reception staff shall request the citizens to provide additional details or supplementary evidence.

3. In cases where a letter contains both complaint and report, proposal, or reflection content, the citizen reception staff shall guide the citizens to write separate letters to file complaints, reports, proposals, or reflections with competent agencies, organizations, and units in accordance with the provisions of the law.

Article 26. Classification and Transfer of Complaints, Accusations, Suggestions, and Reflections to Competent Authorities for Handling

1. The classification and transfer of complaints and accusations to competent authorities for handling during the reception of citizens shall be carried out as follows:

a) In cases where complaints and accusations fall within the jurisdiction of the authority, organization, unit, and are eligible for acceptance, the citizen reception officer shall receive information, documents, and evidence accompanying the complaint or accusation, and simultaneously report to the competent authority for handling;

c) In cases where complaints and accusations have been resolved in accordance with policies and laws, the citizen reception officer shall explain and guide the complainant or accuser to strictly comply with the decision on resolving complaints and the decision on handling the reported violation, and require the citizen to cease complaining and accusing;

d) In cases where complaints and accusations are received from someone other than the direct complainant or accuser, they shall be classified and processed according to the provisions of the law on complaints and accusations.

2. The classification and transfer of suggestions and reflections to competent authorities for handling during the reception of citizens shall be carried out as follows:

a) In cases where suggestions and reflections fall within the jurisdiction of the authority, organization, unit, the citizen reception officer shall report to the competent authority for research, consideration, and resolution, or assign a specialized department to handle them;

b) In cases where suggestions and reflections do not fall within the jurisdiction of the authority, organization, unit, the citizen reception officer shall transfer the petition or record the content presented by the suggester or reflector to the competent authority for research, adoption, consideration, and resolution.

Article 27. Responsibility to Inform the Citizen Reception Board and Citizen Reception Officer about the Resolution of Transferred Complaints, Accusations, Suggestions, and Reflections

1. When receiving complaints, accusations, suggestions, and reflections transferred by the citizen reception department of the authority, organization, or unit, the competent authority of the receiving authority, organization, or unit shall be responsible for examining, processing, or assigning a specialized department to examine and process, and inform the result of the processing to the citizen reception officer to notify the complainant, accuser, suggester, or reflector according to Clause 1 of Article 28 of this Law.

2. The authority, organization, or unit receiving complaints and accusations transferred by the National Assembly's agency, National Assembly deputies, People's Council deputies, or the Citizen Reception Board shall be responsible for examining and resolving them according to the law and informing the transferring authority or person of the result within seven working days from the date of resolution; if the matter has already been resolved previously, it shall be immediately informed to the transferring authority or person.

Article 28. Notification of the Results of Handling Complaints, Reports, Proposals, and Reflections

1. Within ten working days from the date of receiving the content of complaints, reports, proposals, and reflections, the person receiving citizens must directly respond or notify in writing to the person who has come to complain, report, propose, or reflect on one of the following contents:

a) The complaint, report, proposal, or reflection has been accepted for resolution;

b) The examination of the complaint, report for acceptance requires an extension of time due to the need for additional verification according to the provisions of the Law on Complaints and the Law on Reports;

c) Refusal to accept for resolution complaints, reports that are not within the jurisdiction of the agency, organization, unit, or individuals, or do not meet the conditions for acceptance;

d) The content of the complaint, report, proposal, or reflection has been transferred to the agency, organization, unit, or individual with the authority to resolve.

2. Agencies, organizations, and individuals with the authority to resolve complaints and reports have the responsibility to notify the results of resolving complaints and reports to the person complaining or reporting according to the provisions of the law on complaints and reports.

Within five working days from the date of receipt of the notification specified in Clause 2, Article 27 of this Law, the agency of the National Assembly, National Assembly deputies, People's Council deputies, and the Citizen Reception Board shall be responsible for notifying the person complaining or reporting about the results of resolving complaints and reports if they had previously requested it.

Chapter VII

RESPONSIBILITY FOR RECEIVING AND HANDLING CASES OF MANY PEOPLE COMPLAINING, REPORTING, PROPOSING, AND REFLECTING ON THE SAME CONTENT

COMPLAINTS, REPORTS, PROPOSALS, AND REFLECTIONS FROM MANY PEOPLE ON THE SAME CONTENT

Article 29. Appointment of Representatives for Complaining, Reporting, Proposing, and Reflecting on the Same Content

When many people jointly complain, report, propose, or reflect on the same content at the citizen reception place, the person receiving citizens shall require these people to appoint representatives to present the content of their complaints, reports, proposals, or reflections to the person receiving citizens (hereinafter referred to as the representative). The representative must be a person who complains, reports, proposes, or reflects. The appointment of a representative must be evidenced in writing with signatures of all persons who complain, report, propose, or reflect.

In cases where there are from five to ten people, one or two representatives should be appointed; in cases where there are more than ten people, additional representatives may be appointed, but not exceeding five people. The representative must bear legal responsibility for the legality of the representation and the document appointing the representative.

Article 30. Receiving and Handling Cases of Many People Complaining, Reporting, Proposing, and Reflecting on the Same Content at the Citizen Reception Place

1. The head of the agency, organization, unit, or the Head of the Citizen Reception Board where many people gather to complain, report, propose, or reflect shall be responsible for directly receiving or appointing a representative to receive the representatives of those who complain, report, propose, or reflect to listen to the representatives' presentation on the content of their complaints, reports, proposals, or reflections, to receive complaints, reports, proposals, or reflections and the information and documents provided by them.

In cases where those who complain, report, propose, or reflect have not submitted a complaint, report, proposal, or reflection form, the person receiving citizens shall request the representative to write down the content of the case presented by the representative in writing or record it fully and accurately, read it back to them, and ask them to sign or stamp their fingerprints to confirm.

In cases where the complaint, report, proposal, or reflection falls within the jurisdiction of the agency, organization, or unit, the person receiving citizens shall accept, examine, and process for resolution and notify the representatives of those who complain or report about the result of handling according to the law; if the case does not fall within the jurisdiction of the agency, organization, or unit, then transfer the complaint or guide the person complaining, reporting, proposing, or reflecting to the competent agency for resolution.

2. In cases where the complaint, report, proposal, or reflection is complex, involves multiple contents, is the responsibility of multiple levels, sectors, has been examined and resolved by many agencies, organizations, units, or the case involves a large number of participants with complex developments, the head of the agency, organization, unit, or the Head of the Citizen Reception Board shall be responsible for:

a) Chairing or coordinating with representatives of related agencies, organizations, units, or representatives of the local People's Committee where the complaint, report, proposal, or reflection originated to receive the representatives of those who complain, report, propose, or reflect;

b) Requesting related agencies, organizations, units to provide information and documents; appointing responsible persons to participate in receiving the representatives of those who complain, report, propose, or reflect.

3. In cases where those who come to complain, report, propose, or reflect engage in incitement, disruption of public order, or threats against the person receiving citizens or law enforcement officers, the head of the agency, organization, unit, or the Head of the Citizen Reception Board, or the person in charge of the citizen reception location must promptly increase the number of citizen reception personnel; request the police agency or relevant functional agency to take timely measures to handle the situation.

Article 31. Coordination Responsibility of Heads of Agencies, Organizations, and Units in Handling Cases of Multiple People Making Complaints, Reports, Petitions, and Reflections

1. When receiving requests from heads of agencies, organizations, units, or the Head of the Citizen Reception Board, the heads of relevant agencies, organizations, and units shall be responsible for:

a) Assigning responsible persons or directly meeting with representatives making complaints, reports, petitions, and reflections;

b) Providing information and documents about the complaint, report, petition, and reflection cases according to the requirements of authorized persons;

c) Resolving cases within their authority or directing subordinate agencies, organizations, and units under their management to resolve such cases in accordance with the law;

d) Taking the lead in mobilizing, persuading, and taking measures to ensure citizens return to their localities.

2. The head of the public security agency within the scope of their duties and powers shall be responsible for implementing or coordinating with the Citizen Reception Board, relevant agencies, organizations, and units to apply measures to ensure public order at places where multiple people come together to make complaints, reports, petitions, and reflections on the same matter; handling individuals who violate regulations according to the law.

Article 32. Responsibilities of the General Inspector of the Government, Minister of Public Security, Chairman of the People's Committee of Hanoi City, Ho Chi Minh City

1. Within the scope of their duties and powers, the General Inspector of the Government and the Minister of Public Security shall be responsible for guiding, inspecting, and urging Chairmen of People's Committees, public security agencies, inspection agencies at all levels, and other state agencies in handling cases of multiple people making complaints, reports, petitions, and reflections on the same matter.

2. The Chairman of the People's Committee of Hanoi City and Ho Chi Minh City shall be responsible for supporting and coordinating with the General Inspectorate of the Government and the Ministry of Public Security in handling cases of multiple people making complaints, reports, petitions, and reflections on the same matter at the central citizen reception office when requested.

Chapter VIII

CONDITIONS FOR GUARANTEEING CITIZEN RECEPTION ACTIVITIES

Article 33. Conditions for Guaranteeing Citizen Reception Activities

2. The Government shall provide detailed regulations on conditions for guaranteeing citizen reception activities.

Article 34. Standards, Benefits, and Policies for Citizen Reception Personnel

1. Citizen reception personnel must have good moral qualities, professional competence, be well-versed in Party policies and state laws, understand practical situations, have the ability to mobilize and persuade the masses, be enthusiastic, meet health requirements, and take responsibility for assigned tasks.

2. Personnel engaged in citizen reception work shall enjoy citizen reception allowance and other benefits as prescribed by the Government.

Chapter IX

IMPLEMENTING PROVISIONS

Article 35. Effective Date

This Law takes effect from July 1, 2014.

Provisions on citizen reception in Chapter V of the Law on Complaints and Reports No. 09/1998/QH10, which have been amended and supplemented by Laws No. 26/2004/QH11 and No. 58/2005/QH11, and Chapter V of the Law on Complaints No. 02/2011/QH13 shall cease to be effective from the date this Law takes effect.

Article 36. Detailed provisions

The Standing Committee of the National Assembly, the Government, and other authorized agencies and organizations shall provide detailed regulations for the Articles and Clauses assigned in this Law.

This Law was passed by the Sixth Session of the Thirteenth National Assembly of the Socialist Republic of Vietnam on November 25, 2013./.