Circular No. 46/2025/TT-BKHCN on receiving citizens, handling and resolving complaints, accusations, suggestions, and reflections at the Ministry of Science and Technology

CIRCULAR

REGULATIONS ON RECEIVING CITIZENS, HANDLING AND RESOLVING COMPLAINTS, REPORTS OF VIOLATION, PETITIONS, AND REFLECTIONS OF THE MINISTRY OF SCIENCE AND TECHNOLOGY

Pursuant toLaw on Complaints dated November 11, 2011;

Pursuant toLaw on Receiving Citizens dated November 25, 2013;

Pursuant toLaw on Reports of Violation dated June 12, 2018;

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

Pursuant to Decree No.Decree No. 31/2019/NĐ-CP dated April 10, 2019 of the Government detailing certain provisions and measures for organizing implementation of theLaw on Reports of Violation;

Pursuant to Decree No.Decree No. 124/2020/NĐ-CP dated October 19, 2020 of the Government detailing certain provisions and measures for implementation of theLaw on Complaints;

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

Pursuant to Decree No.Decree No. 55/2025/NĐ-CP dated March 2, 2025 of the Government on functions, tasks, powers, and organizational structure of the Ministry of Science and Technology;

At the proposal of the Director of the Office of the Ministry of Science and Technology;

The Minister of Science and Technology promulgates this Circular on receiving citizens, handling and resolving complaints, reports of violation, petitions, and reflections of the Ministry of Science and Technology.

PART I
GENERAL PROVISIONS

Article 1. Scope of Regulation

1. This Circular stipulates the activities of receiving citizens, receiving, handling, and resolving complaints, reports of violation, petitions, and reflections, and the conditions ensuring these activities at the Ministry of Science and Technology.

2. Reports of violation against Party members within the management scope of the Standing Committee of the Party Committee of the Ministry of Science and Technology, and Party members specializing in Party work shall be advised on resolution by the Inspection Committee of the Party Committee of the Ministry of Science and Technology in accordance with the regulations of the Party.

3. The reception, handling of reflections and petitions from individuals and organizations regarding administrative regulations shall be carried out in accordance with the provisions of Decree No. 20/2008/NĐ-CP dated February 14, 2008 of the Government on receiving and handling reflections and petitions from individuals and organizations regarding administrative regulations (amended and supplemented by Decree No. 48/2013/NĐ-CP dated May 14, 2013 on amending and supplementing certain articles of decrees related to administrative procedure control and Decree No. 92/2017/NĐ-CP dated August 7, 2017 on amending and supplementing certain articles of decrees related to administrative procedure control).

4. The reception, handling, and resolution of complaints, reports of violation, petitions, and reflections of the Ministry of Science and Technology concerning foreign agencies, organizations, and individuals in Vietnam shall be implemented in accordance with this Circular, except where international treaties to which the Socialist Republic of Vietnam is a member provide otherwise.

Article 2. Applicability

This Circular applies to agencies, units, and individuals under the Ministry of Science and Technology and state-owned enterprises managed by the Ministry of Science and Technology; domestic and foreign organizations and individuals in Vietnam.

Chapter II
CITIZEN SERVICES WORK

Article 3. Responsibility for Receiving Citizens

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

a) The Ministry of Science and Technology (hereinafter referred to as the Ministry);

b) Departments under the Ministry and the National Committee for Standardization, Measurement, and Quality Control;

c) Public service units directly under the Ministry that have the function of providing public services, supporting the implementation of administrative procedures, or implementing policies within the management scope of the Ministry that are directly related to the rights and legitimate interests of organizations and individuals;

d) The organization of receiving citizens by subordinate units of the Bureau and public service units directly under the Ministry shall be regulated by the Bureau Director and the Head of the public service unit in accordance with the requirements, scale, nature, and activities of their own units.

2. The responsibility of the heads of agencies and units specified in Clause 1 of this Article in receiving citizens shall be implemented in accordance with the provisions of Article 18 of the Law on Receiving Citizens No. 42/2013/QH13 dated November 25, 2013 and Article 4 of Decree No. 64/2014/NĐ-CP dated June 26, 2014 of the Government detailing implementation of certain provisions of the Law on Receiving Citizens.

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

4. Agencies and units directly under the Ministry not falling within the scope specified in Clause 1 of this Article, if they arise complaints, reports of violation, petitions, or reflections related to their functions and tasks or upon request of the Minister, shall have the responsibility to organize receiving citizens to guide, receive petitions, or cooperate in resolution in accordance with the regulations.

Article 4. Time and Location for Receiving Citizens

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

2. The list of citizen reception locations of the Ministry of Science and Technology includes: the Ministry's headquarters (No. 18 Nguyen Du Street, Cua Nam Ward, Hanoi City); the Innovation Bureau Building (No. 113 Tran Duy Hung Street, Yen Hoa Ward, Hanoi City); the Radio Frequency Management Bureau Building (No. 115 Tran Duy Hung Street, Yen Hoa Ward, Hanoi City); the Telecommunications Bureau Building (No. 68 Duong Dinh Nghia Street, Yen Hoa Ward, Hanoi City), and other locations arranged by agencies and units specified in Clause 1 of Article 5 of this Circular.

3. If necessary, agencies and units under the Ministry may register to use the citizen reception rooms at the Ministry's headquarters, the Radio Frequency Management Bureau Building, the Telecommunications Bureau Building, and the Innovation Bureau Building.

4. Arranging citizen reception rooms must ensure compliance with the provisions of Article 19 of the Law on Receiving Citizens and Article 5 of Decree No. 64/2014/NĐ-CP.

5. The content of "Regulations on Receiving Citizens" shall be implemented according to the Appendix attached to this Circular.

Article 5. Ensuring Material Bases, Security, Safety, and Order for Citizen Reception Work

1. Responsibility for arranging citizen reception rooms:

a) The Ministry Office arranges a citizen reception room at the Ministry's headquarters to serve the reception of citizens by the Minister and the regular reception of citizens by the Ministry; simultaneously, it arranges a citizen reception room at the Innovation Bureau Building for shared use by agencies and units under the Ministry with offices in the same building.

b) The Radio Frequency Management Department and the Telecommunications Department proactively arrange a citizen reception room at their own headquarters.

c) Agencies and units with headquarters outside the locations specified in Clause 2 of Article 4 of this Circular proactively arrange a citizen reception room suitable for the nature and activities of their unit.

2. Ensuring security, safety, and order:

a) The Ministry Office is responsible for working and coordinating with relevant agencies in maintaining security, safety, and order for citizen reception activities at the Ministry's headquarters and the Innovation Bureau Building.

b) The Radio Frequency Management Bureau and the Telecommunications Bureau are responsible for coordinating with relevant agencies in maintaining security, safety, and order for citizen reception activities at buildings under their management.

c) The agencies and units specified in point c, Clause 1 of this Article shall, based on specific conditions, take measures to ensure security, safety, and order for citizens' reception activities at their own agencies and units.

Article 6. The Ministry of Science and Technology's Regular Citizen Reception Organization

1. The Office shall be responsible for:

a) Assist the Minister in organizing regular citizen receptions at the Ministry's reception location; take the lead in organizing and coordinating with other agencies and units under the Ministry in receiving citizens who come to present complaints, denunciations, suggestions, and reflections as prescribed by law.

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

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

d) Welcoming and guiding citizens into the Reception Room when they request to be received;

d) Report and arrange schedules for the Ministry's leadership to meet citizens when they request to be received by the Ministry's leadership; notify relevant agencies and units to dispatch officials and civil servants to participate in meetings with the Ministry's leadership as required.

2. Agencies and units under the Ministry shall be responsible for dispatching officials, civil servants, and employees to participate in citizen reception when the content relates to their functions and tasks according to the requirements of the Office.

3. The Departments and public service organizations under the Ministry shall assign the Office or administrative department to handle citizen receptions. Other organizations under the Departments and public service organizations shall cooperate in handling citizen receptions upon request.

Article 7. The Minister Receiving Citizens

1. The Minister shall regularly receive citizens on the last Friday of each month at the Ministry’s Reception Room.

2. In addition to the monthly scheduled citizen reception times, the Minister will directly receive citizens on an ad hoc basis in cases prescribed in Clause 3, Article 18 of the Law on Citizen Reception.

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

a) The Ministry Office is responsible for scheduling the Minister's regular and ad hoc citizen reception times according to the law; updating the Minister's reception schedule on the leadership work schedule system; posting the Minister's regular reception schedule at the reception room; taking the lead and coordinating with the Science and Technology Communication Center to publicly announce the Minister's reception schedule on the Ministry's electronic portal.

b) The Ministry Office is responsible for leading and coordinating with other agencies and units under the Ministry to prepare plans, files, and materials for the Minister's citizen reception sessions, and reporting to the Minister for review and guidance.

c) Agencies and units under the Ministry related to the matters the Minister intends to address during citizen receptions shall be responsible for preparing the content, files, and materials for the Minister's citizen reception sessions; coordinating with the Ministry Office to prepare the plan for the Minister's citizen reception sessions.

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

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

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

2. In addition to regular reception times, heads of agencies and units specified in points b and c of Clause 1, Article 3 of this Circular shall be responsible for receiving citizens on an ad hoc basis in cases prescribed in Clause 3, Article 18 of the Law on Citizen Reception or as directed by the Minister.

Article 9. Public reception procedures; refusal to receive public citizens

1. The process of citizen reception by the Ministry and its subordinate agencies and units shall be implemented according to the provisions of Circular No. 04/2021/TT-TTCP dated October 1, 2021, issued by the Government Inspectorate, which stipulates the procedures for citizen reception.

2. The person receiving public citizens may refuse to receive individuals who come for public reception in accordance with the provisions of Article 9 of the Law on Public Reception.

Article 10. Public reception logbook

1. Management and monitoring of the public reception logbook:

a) The Ministry's Office manages and monitors the public reception logbook of the Ministry;

b) Heads of agencies and units specified in points b and c of Clause 1, Article 3 of this Circular shall assign the department tasked with citizen reception responsibilities to manage and monitor the citizen reception logbook of their respective agencies and units.

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

Chapter III
RECEIVING AND HANDLING COMPLAINTS, REPORTS, PETITIONS, AND REFLECTIONS

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

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

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

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

a) Petition and reflection letters or direct petitions and reflections in accordance with the Law on Public Reception 2013;

b) Information on suggestions and reflections submitted via the electronic environment as prescribed in Article 16 of this Circular.

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

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

a) Complaint letters, report letters, petition letters, and reflection letters sent to the Ministry, the Ministry’s leadership, the Ministry’s Office, and the Departments under the Ministry, the lead unit is the Ministry’s Office;

b) Complaints against Party members within the management scope of the Party Committee of the Ministry of Science and Technology, dedicated Party cadres, with the main unit being the Inspection Committee of the Party Committee of the Ministry of Science and Technology;

c) Petitions, complaints, suggestions, and reflections sent to the Departments under the Ministry, the National Standardization, Metrology, and Quality Control Committee, public service organizations under the Ministry, with the main unit being the department responsible for citizen reception as prescribed in Clause 3, Article 6 of this Circular;

d) Complaint letters, report letters, petition letters, and reflection letters sent to state-owned enterprises managed by the Ministry, the lead unit is determined by the head of the state-owned enterprise.

2. For agencies and units that are not main units, except in cases where the petition, complaint, suggestion, or reflection falls within their jurisdiction, they must transfer the petition to the main unit as prescribed in Clause 1 of this Article within two working days from the date of receipt; simultaneously inform the Ministry Office about the person complained against, accused, suggested, reflected upon, and the content of the petition.

3. Agencies and units receiving petitions, complaints, suggestions, and reflections must record them in the petition tracking book, issue a petition transfer form, and a guidance form as prescribed by law; implement confidentiality measures regarding information about the accuser as prescribed by law.

4. Main units shall manage and track petitions as prescribed in Article 29 of Circular No. 05/2021/TT-TTCP dated October 1, 2021, issued by the Government Inspectorate on the procedures for handling petitions, complaints, suggestions, and reflections.

5. For complaints, denunciations, suggestions, and reflections presented through direct presentations, the person receiving them shall guide citizens to write a petition or record the incident in writing and require the citizen to sign or affix a fingerprint to confirm the content, including the details of the complaint, denunciation, suggestion, or reflection.

Article 13. Classification of Petitions

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

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

1. The handling of petitions, complaints, suggestions, and reflections shall be carried out according to the provisions of Chapter III of Circular No. 05/2021/TT-TTCP.

2. Complaints against Party members within the management scope of the Standing Committee of the Party Central Committee of the Ministry of Science and Technology, and full-time Party cadres assigned by the Inspection Committee of the Party Central Committee of the Ministry of Science and Technology shall be advised to resolve according to Decision No. 296-QĐ/TW dated May 30, 2025 of the Central Committee on inspection, supervision, and disciplinary work of the Party and other relevant regulations of the Party.

3. When receiving complaints against Party members within the management scope of the Standing Committee of the Party Central Committee of the Ministry of Science and Technology, and full-time Party cadres, the responsible unit shall transfer the complaint to the Inspection Committee of the Party Central Committee of the Ministry of Science and Technology for handling in accordance with the regulations.

Article 15. Receiving and Processing Information Containing Accusations

The receipt and handling of information containing complaints shall be carried out in accordance with Article 25 of the Law on Complaints.

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

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

a) To establish and publicize hotlines, email addresses, electronic portals, or websites and other forms (if any) to receive suggestions and reflections;

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

2. The person assigned to receive suggestions and reflections shall have the responsibility to report in writing all received information accurately to the head of the agency or unit for consideration and direction to handle in accordance with the law.

3. For suggestions and reflections received but not within the responsibility to resolve, the receiving agency shall transfer the suggestions and reflections in writing to the responsible agency for resolution within two working days from the date of receipt.

4. For suggestions and reflections related to the responsibilities of multiple agencies and units under the Ministry, the agencies and units shall exchange and agree on a leading agency, with the remaining agencies and units having the responsibility to cooperate to resolve in accordance with the regulations. In case of disagreement, the agencies and units shall report to the Ministry's leadership for consideration and decision.

Chapter IV
SETTLEMENT OF COMPLAINTS, ACCUSATIONS, SUGGESTIONS, AND FEEDBACK

Article 17. Authority to Resolve Complaints

1. The Minister's authority to handle complaints shall be implemented in accordance with Article 23 of the Law on Complaints.

2. The authority of the heads of agencies under the Ministry to handle complaints shall be implemented in accordance with Article 22 of the Law on Complaints, except for complaints stipulated in Article 18 of this Circular.

Article 18. Responsibility to Advise on Resolving Complaints of the Minister

1. The head of agencies and units under the Ministry shall take the lead in advising the Minister to resolve complaints regarding administrative decisions and actions of the Minister in their assigned fields; advise the Minister to resolve complaints regarding administrative decisions and actions of civil servants directly managed by the Minister within their own units.

2. The Director of the Ministry's Office shall have the responsibility to:

a) Take the lead in advising and assisting the Minister to resolve second-level complaints regarding administrative decisions and actions of heads of agencies under the Ministry that have been resolved at first level but still have complaints or first-level complaints that have exceeded the time limit but have not been resolved.

b) Take the lead in advising and assisting the Minister to resolve second-level complaints regarding administrative decisions and actions of the Chairman of the Provincial People's Committee that fall within the Ministry's national management authority, which have been resolved at first level but still have complaints or first-level complaints that have exceeded the time limit but have not been resolved.

c) Advise and assist the Minister to resolve disputes over the authority to resolve complaints between agencies and units under the Ministry.

Article 19. Procedure for handling complaints

The procedures and processes for resolving complaints shall be implemented in accordance with the provisions of the Law on Complaints and Decree No. 124/2020/NĐ-CP dated October 19, 2020 of the Government detailing certain provisions and measures to implement the Law on Complaints.

Article 20. Handling complaints in state-owned enterprises and complaints of workers in public service units

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

Article 21. Competence to handle denunciations

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

a) The Minister's authority to handle denunciations shall be implemented in accordance with Clause 7 Article 13, Point a Clause 2 Article 18, and Clause 2 Article 19 of the Law on Denunciations, including the resolution of denunciations regarding acts of corruption.

b) The authority of the Director of the Bureau, the Chairman of the National Standardization and Metrology Committee, and equivalent levels under the Ministry authorized to manage cadres, civil servants, and officials shall be implemented in accordance with Clause 5 Article 13 of the Law on Denunciations;

c) The authority of the heads of public service units managed by the Ministry to handle denunciations shall be implemented in accordance with Clause 1 Article 18 of the Law on Denunciations;

d) The authority of the heads of state-owned enterprises managed by the Ministry to handle denunciations shall be implemented in accordance with Clause 1 Article 19 of the Law on Denunciations.

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

a) The Director of the Ministry's Office shall take the lead in advising and assisting the Minister to handle denunciations concerning violations of the law related to the fields under the Ministry's national management functions, except for denunciations stipulated in point b of this clause;

b) The Director of the Bureau and the Chairman of the National Standardization and Metrology Committee shall handle denunciations concerning violations of the law related to industries and fields assigned by the Minister to perform national management functions;

c) For denunciations concerning violations of the law related to the national management functions of agencies and units under the Ministry and simultaneously related to the national management functions of localities, the agencies and units under the Ministry shall exchange and agree with the localities to determine the competent agency to handle the denunciation to ensure prompt and smooth resolution of the denunciation.

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

a) The Minister shall handle denunciations transferred from the heads of agencies and units under the Ministry and the heads of state-owned enterprises managed by the Ministry that have been resolved or exceeded the prescribed time limit but have not been resolved, and there are subsequent denunciations stipulated in Articles 37 and 38 of the Law on Denunciations and Article 5 of Decree No. 31/2019/NĐ-CP dated April 10, 2019 of the Government detailing certain provisions and measures to organize the implementation of the Law on Denunciations.

b) The heads of agencies and units under the Ministry shall handle complaints that have been resolved by the heads of subordinate agencies or those that exceed the prescribed time limit but remain unresolved, and which involve subsequent complaints as stipulated in Article 37 and Article 38 of the Law on Complaints and Article 5 of Decree No. 31/2019/NĐ-CP.

Article 22. Procedures for handling complaints

1. The procedures and formalities for handling complaints regarding violations of laws in the performance of duties and public services shall be carried out in accordance with the provisions of Section III Chapter III of the Law on Complaints and Section I Chapter III of Decree No. 31/2019/NĐ-CP.

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

3. The conclusion on the content of complaints issued by the Minister shall be sent to relevant individuals and organizations as prescribed, the Government Inspectorate, and the Ministry's Office.

4. The conclusions of complaint contents issued by the heads of agencies and units under the Ministry and state-owned enterprises managed by the Ministry, in addition to being sent to relevant individuals and organizations as required, shall also be sent to the Ministry's Office.

Article 23. Handling of suggestions and reflections

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

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

3. In cases where suggestions and reflections involve two or more areas of management of agencies and units under the Ministry, the Ministry's Office shall be the focal point for receiving them, advising the Minister to assign tasks and direct their resolution and response to organizations and citizens. Agencies and units under the Ministry shall be responsible for primarily handling suggestions and reflections within their jurisdiction according to the requirements of the Ministry's Office, ensuring timely, consistent, and appropriate resolution.

4. Upon receipt of suggestions and reflections within their responsibility to resolve, the heads of agencies and units under the Ministry and the heads of state-owned enterprises managed by the Ministry shall delegate the advisory department to examine, propose solutions (if applicable), and respond to organizations and individuals in accordance with the law.

Chapter V
ENSURING CONDITIONS FOR CITIZEN SERVICES, HANDLING PETITIONS, COMPLAINTS, SUGGESTIONS, AND REFLECTIONS

Article 24. Conditions for ensuring citizen services, handling petitions, complaints, suggestions, and reflections

1. The heads of agencies and units under the Ministry, who have the authority to receive citizens, handle complaints, suggestions, and reflections, shall issue written assignments to the focal units responsible for receiving citizens, receiving and processing complaints, suggestions, and reflections; and issue written assignments to civil servants and officials experienced in citizen reception, complaints, suggestions, and reflections to perform citizen reception, receiving, and processing complaints, suggestions, and reflections.

2. The Information Technology Center shall take the lead and coordinate with the Ministry's Office and related agencies to study, build, and apply information technology and digital transformation in citizen reception, complaint handling, suggestion, and reflection resolution in accordance with the law.

Article 25. Policies and benefits for those providing citizen services, handling petitions, complaints, suggestions, and reflections

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

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

3. The objects, principles of application, funding levels, sources of funds, and budget preparation for implementation shall be carried out in accordance with Circular No. 320/2016/TT-BTC dated December 14, 2016, issued by the Ministry of Finance, concerning the system of allowances for personnel engaged in citizen reception, complaint handling, suggestion, and reflection resolution.

Chapter VI
MANAGEMENT OF CITIZEN SERVICES, HANDLING PETITIONS, COMPLAINTS, SUGGESTIONS, AND REFLECTIONS

Article 26. Management of Citizen Reception Work, Complaint Resolution, Petition Handling, and Feedback

1. The Director of the Ministry's Office shall be responsible for:

a) Advising and assisting the Minister in managing state administration over citizen reception work, complaint resolution, petition handling, and feedback;

b) Direct, guide, and provide professional training on citizen reception, complaint handling, suggestion, and reflection resolution for agencies and units under the Ministry;

c) Assist the Minister in supervising and inspecting the responsibility of citizen reception, complaint handling, suggestion, and reflection resolution by the heads of agencies and units under the Ministry and the heads of state-owned enterprises managed by the Ministry; and propose measures to improve these activities within the scope of the Minister's management.

d) Assigning leadership, arranging civil servants to monitor and implement citizen reception work, receiving petitions, processing, and resolving complaints and feedback.

2. The directors of departments under the Ministry shall be responsible for assigning leadership, arranging civil servants to monitor and implement citizen reception, receiving and processing suggestions and reflections in accordance with this Circular.

3. Heads of units under the Ministry shall be responsible for:

a) Managing citizen reception work, complaint resolution, petition handling, and feedback within their unit's jurisdiction;

b) Inspect the responsibility of citizen reception and complaint handling of subordinate agencies and units.

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

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

b) Inspect the responsibility of complaint handling of subordinate agencies and units.

Article 27. Reporting System

1. Agencies and units under the Ministry and state-owned enterprises managed by the Ministry shall be responsible for reporting citizen reception work and complaint, suggestion, and reflection resolution quarterly and annually, submitting reports to the Ministry's Office before the 10th day of the last month of each quarter in accordance with Circular No. 01/2024/TT-TTCP dated January 20, 2024, issued by the Government Inspectorate, concerning the reporting system for inspection, complaint handling, suggestion, and reflection resolution, and anti-corruption and malpractice prevention.

2. On a regular basis, quarterly and annually, the Ministry's Office shall be responsible for compiling and reporting to the Minister or acting on behalf of the Minister to the Government Inspectorate on citizen reception work and complaint handling in accordance with regulations.

Chapter VII
IMPLEMENTING PROVISIONS

Article 28. Effective Date

1. This Circular takes effect from the date of signature.

2. Circular No. 14/2024/TT-BTTTT of the Minister of Information and Communications on citizen reception and complaint handling by the Ministry of Information and Communications shall cease to be effective from the date this Circular takes effect.

3. The citizen reception regulation of the Ministry of Science and Technology promulgated by Decision No. 896/QĐ-BKHCN dated May 31, 2022, of the Ministry of Science and Technology shall cease to be effective from the date this Circular takes effect.

Article 29. Implementation Organization

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

2. The heads of agencies and units under the Ministry specified in points b and c Clause 1 Article 3 of this Circular and the heads of state-owned enterprises managed by the Ministry shall specifically define citizen reception work and complaint handling at their agencies and units and organize the implementation of this Circular.

3. The Director of the Ministry's Office shall be responsible for organizing the implementation, guiding, and inspecting the enforcement of laws on citizen reception, complaint resolution, accusation resolution, and provisions of this Circular.

4. During the implementation process, if there are difficulties or obstacles, agencies and units under the Ministry and state-owned enterprises managed by the Ministry, and related organizations and individuals are advised to promptly reflect them to the Ministry of Science and Technology (through the Ministry's Office) for research, amendment, and supplementation to ensure compliance.

 

ANNEX

(ISSUED TOGETHER WITH Circular No. 46/2025/TT-BKHCN dated December 19, 2025 of the Minister of Science and Technology)

REGULATIONS ON RECEIVING CITIZENS

I. FOR CITIZENS

1. Request to present personal identification documents (such as: Citizen Identity Card or other lawful personal identification documents issued by competent state agencies) and power of attorney (if applicable).

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

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

4. Citizens shall not abuse the right to complain, report, propose, or reflect to distort, slander, incite disorder, or engage in actions that harm, insult, obstruct civil servants performing their duties and the activities of organizations participating in receiving citizens.

5. In cases where five or more people jointly complain, report, propose, or reflect on the same matter, they must appoint a representative to present the content of their complaints, reports, proposals, or reflections to the civil servant receiving citizens.

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

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

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

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

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

II. FOR CIVIL SERVANTS RECEIVING CITIZENS

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

2. Have the right to request citizens who come to complain, report, propose, or reflect to present personal identification documents, power of attorney (in case of authorized representation); request the provision of necessary information and documents for the receipt and handling of cases.

3. Maintain proper demeanor, respect citizens, listen, receive complaint letters, reports, proposals, or reflections, or accurately record the content presented by citizens who come to complain, report, propose, or reflect.

4. Explain and guide citizens who come to complain, report, propose, or reflect to comply with policies, guidelines, policies, laws, conclusions, and decisions already in effect from competent authorities; guide complainants, reporters, proposers, or reflectors to the appropriate authority or person with jurisdiction to resolve issues.

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

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

III. CASES OF REFUSAL TO RECEIVE AND RECORD VIOLATIONS FOR LEGAL PROCESSING

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

2. Citizens who continue to complain or report about matters that have been resolved in accordance with policy and law, which have been reviewed and notified in writing by competent state authorities, explained, and guided but still persistently complain or report.

3. Individuals who threaten, insult organizations, units, civil servants receiving citizens, or public officials; those who obstruct normal activities at the Citizen Reception Office, public officials, or violate the regulations on receiving citizens.

4. Those who exploit freedom of democracy and freedom of belief to incite others to cause disturbances, distort, or defame the policies, guidelines, and laws of the Party and State, the rights and legitimate interests of organizations and individuals.