Decision No. 48/2025/QĐ-TTg Issuing the Regulation on Receiving and Handling Complaints and Proposals on Legal Normative Documents through the Information System for Receiving and Handling Complaints and Proposals on Legal Normative Documents

 

Pursuant to …;

Issuing Regulations on Receiving and Handling Complaints and Suggestions on the Information System for Receiving and Handling Complaints and Suggestions Regarding Legal Normative Documents

On the basis of 61/2014/QH13;

On the basis of Law on Local Administration Organization No. 72/2025/QH15;

On the basis of Law on Enacting Legal Normative Documents No. 64/2025/QH15, amended and supplemented by Law No. 87/2025/QH15;

Decree No. 79/2025/NĐ-CP of the Government on Inspection, Review, Systematization, and Handling of Legal Normative Documents, amended and supplemented by Decree No. 187/2025/NĐ-CP;

Decree No. 80/2025/NĐ-CP of the Government on Organizing the Implementation of Legal Normative Documents;

At the proposal of the Minister of Justice;

The Prime Minister issues this Decision on the Regulations on Receiving and Handling Complaints and Suggestions on the Information System for Receiving and Handling Complaints and Suggestions Regarding Legal Normative Documents.

Article 1. Attached to this Decision are the Regulations on Receiving and Handling Complaints and Suggestions on the Information System for Receiving and Handling Complaints and Suggestions Regarding Legal Normative Documents.

Article 2. This Decision shall take effect from January 30, 2026.

Article 3. Ministers, Heads of ministerial-level agencies, Heads of government agencies, Chairpersons of provincial People's Committees under central cities, and relevant agencies, organizations, and individuals are responsible for implementing this Decision.

 

 

REGULATIONS

On Receiving and Handling Complaints and Suggestions on the Information System for Receiving and Handling Complaints and Suggestions Regarding Legal Normative Documents

(Attached to Decision No. 48/2025/QĐ-TTg dated December 12, 2025 of the Prime Minister)

PART I
GENERAL PROVISIONS

Article 1. Scope of Regulation

These Regulations stipulate principles, procedures, coordination mechanisms, and responsibilities of ministries, ministerial-level agencies, provincial People's Committees under centrally-administered cities (hereinafter referred to as provincial People's Committees), and relevant agencies, organizations, and individuals in receiving and handling complaints and suggestions regarding provisions of legal normative documents that are contradictory, overlapping, have multiple interpretations; unclear, unreasonable, unfeasible, causing difficulties in applying and implementing laws, creating compliance cost burdens; limiting innovation, new growth drivers, resource mobilization, economic growth promotion, and international integration on the Information System for Receiving and Handling Complaints and Suggestions Regarding Legal Normative Documents.

Article 2. Applicability

These Regulations apply to ministries, ministerial-level agencies, provincial People's Committees, and relevant agencies, organizations, and individuals in receiving and handling complaints and suggestions regarding provisions of legal normative documents on the Information System for Receiving and Handling Complaints and Suggestions Regarding Legal Normative Documents.

Article 3. Principles for Sending, Receiving, and Handling

1. Sending, receiving, and handling complaints and suggestions about legal normative documents must comply with the provisions of these Regulations and related laws.

2. Complaints and suggestions shall be handled according to their respective authorities, openly, and transparently; the results of handling complaints and suggestions must ensure accuracy, clarity, and timeliness in accordance with current regulations.

3. Specific and clear procedures for receiving, handling, and coordinating handling; coordination handling must be within authority, time limits, ensuring strictness and effectiveness based on the functions, tasks, and powers of the agencies.

4. Ensuring cybersecurity and protecting data of organizations and individuals in receiving, storing, and processing data on complaints and suggestions.

Article 4. Requirements for Reflections and Suggestions

1. The content of reflections and suggestions regarding regulatory legal documents must clearly demonstrate contradictions, overlaps, multiple interpretations; lack clarity, reasonableness, feasibility, causing difficulties in applying and implementing laws, creating compliance cost burdens; hindering innovation, developing new growth drivers, mobilizing resources, promoting economic growth, and international integration (specify the article, clause of such document).

2. The language used in reflections and suggestions shall be Vietnamese.

3. Shall not violate regulations on personal information protection, state secrets protection; shall not distort, oppose the Party's policies, guidelines, and programs; shall not violate laws, ethics, and traditional customs; shall not use insulting, criticizing, accusing, or inciting language towards organizations or individuals; shall not fabricate or slander affecting the reputation of agencies, organizations, or individuals.

4. Shall not use the name of another individual or the name of an organization that one is not legally authorized to represent to submit reflections and suggestions.

Article 5. Requirements for Reply Documents and Joint Reply Documents to Reflections and Suggestions

Reply documents or joint reply documents to reflections and suggestions about regulatory legal documents are formal documents of agencies or persons with authority, ensuring the following requirements:

1. Content is concise, accurate, clear, easy to understand, and consistent with the reflections and suggestions.

2. Shall be presented in PDF format.

3. Shall bear the signature of the person with authority or the person authorized to sign the document. The use of seals in reply documents shall comply with the provisions of the law.

4. The legal value of the reply document must ensure consistency with the provisions of the Law on Issuing Regulatory Legal Documents in 2025 and related laws.

Article 6. Rights and Responsibilities of Organizations and Individuals Submitting Reflections and Suggestions

1. Have the right to submit reflections and suggestions and receive the results of replies to reflections and suggestions through the Information System for Receiving and Handling Reflections and Suggestions on Regulatory Legal Documents as stipulated in this Regulation.

2. Have the right to provide feedback and evaluate the results of receiving and handling reflections and suggestions from state agencies at the following levels:

a) Very satisfied;

b) Satisfied;

c) Not satisfied (specify reasons for dissatisfaction);

d) Other opinions (specify opinions).

3. Shall be responsible for the content of reflections and suggestions according to the provisions of the law.

4. Respect and comply with the guidance of the agency receiving and handling reflections and suggestions.

5. Shall not intentionally send the same content of reflections and suggestions repeatedly to the Information System for Receiving and Handling Reflections and Suggestions on Regulatory Legal Documents after they have been answered by competent authorities.

Article 7. Rights and Responsibilities of Agencies Receiving and Handling Reflections and Suggestions

1. Coordination Unit for Receiving Reflections and Suggestions:

The coordination unit is a functional department of the entity assigned to lead the implementation, management, and operation of the System at the Ministry of Justice, responsible for classifying and transferring reflections and suggestions to competent agencies for handling according to the provisions of Clause 3 of this Article.

2. Lead Units for Receiving Reflections and Suggestions at Ministries, Equivalent Ministries, and Provincial People's Committees:

a) Implement the receipt and coordination of handling reflections and suggestions according to this Regulation; guide organizations and individuals to access the Information System for Receiving and Handling Reflections and Suggestions on Regulatory Legal Documents to submit reflections and suggestions when requested; guide subordinate units to access the System to handle reflections and suggestions.

b) Monitor and urge the receipt and handling of reflections and suggestions by agencies and units.

3. The agency handling reflections and suggestions is the agency responsible for reviewing and guiding the application of regulatory legal documents according to the Law on Issuing Regulatory Legal Documents, with the following responsibilities:

a) Receive, handle, and advise on handling reflections and suggestions according to the prescribed procedures and deadlines; update and publicly post the results of handling reflections and suggestions on the System as required;

b) Coordinate with relevant agencies and units during the receipt and handling of reflections and suggestions from organizations and individuals if the content involves the jurisdiction of multiple agencies and units.

4. In cases where reflections and suggestions relate to the guidance on the application of regulatory legal documents, the agency receiving and handling reflections and suggestions shall implement handling or guide the organization, agency, or individual submitting reflections and suggestions to submit them to the competent authority for handling based on the provisions of Article 61 of the Law on Issuing Regulatory Legal Documents.

5. In cases where reflections and suggestions do not meet any of the requirements set out in Article 4, the receiving agency shall directly record the reply content indicating that the reflections and suggestions do not meet the requirements (specify reasons); the reply in this case does not need to comply with the provisions of Article 5 of this Regulation.

6. Shall be responsible for the content of the reply to reflections and suggestions according to this Regulation and other related provisions.

Article 8. Issuance, management, and use of accounts for accessing and using the Information System for Receiving and Processing Complaints and Suggestions on Legal Normative Documents

Clause 1. The Ministry of Justice shall establish and issue accounts to ministries, ministerial-level agencies, the Supreme People's Court, the Supreme People's Procuracy, provincial People's Committees, and subordinate units of these agencies for accessing and using the Information System for Receiving and Processing Complaints and Suggestions on Legal Normative Documents.

Clause 2. Agencies and units that have been issued accounts shall be responsible for securely managing and protecting their accounts to ensure they are used for their intended purposes and requirements.

Clause 3. The Ministry of Justice has the authority to temporarily suspend or terminate an account if there are signs of improper use for official purposes or if it poses a threat to the security of the system.

Chapter II
PROCEDURE FOR RECEIVING AND PROCESSING COMPLAINTS AND SUGGESTIONS

Article 9. Submitting complaints and suggestions

Organizations and individuals submit complaints and suggestions through the Information System for Receiving and Processing Complaints and Suggestions on Legal Normative Documents according to the following steps:

Point 1. Download and use the "Complaints and Suggestions on Legal Normative Documents" application on mobile devices or access the "Policy Feedback" section on the National Law Portal (phapluat.gov.vn) or visit the website: https://paknvbqppl.moj.gov.vn.

Point 2. Connect the electronic identity account VneID to log in to the Information System for Receiving and Processing Complaints and Suggestions on Legal Normative Documents.

Point 3. Submit complaints and suggestions by filling out the required fields in the Information System for Receiving and Processing Complaints and Suggestions on Legal Normative Documents.

Article 10. Receiving complaints and suggestions

Units and individuals assigned to advise on organizing the exploitation and use of the Information System for Receiving and Processing Complaints and Suggestions on Legal Normative Documents at ministries, ministerial-level agencies, the Supreme People's Court, the Supreme People's Procuracy, and provincial People's Committees shall use the issued accounts to log in to the Information System for Receiving and Processing Complaints and Suggestions on Legal Normative Documents at the website: https://paknvbqppl-xl.moj.gov.vn to classify, receive, and transfer complaints and suggestions to relevant organizations and units within their agency for advisory and processing purposes.

In cases where organizations and individuals submit complaints and suggestions without identifying the competent authority or the receiving unit determines that the complaint or suggestion does not fall within its jurisdiction, the complaint or suggestion will be transferred to the Coordination Unit. The Coordination Unit is responsible for classifying and transferring the complaint or suggestion to the competent authority.

Article 11. Handling complaints and suggestions

Clause 1. Agencies and units assigned to handle complaints and suggestions shall conduct research and provide advice to respond to complaints and suggestions through the corresponding functions in the Information System for Receiving and Processing Complaints and Suggestions on Legal Normative Documents:

Subpoint a. For complaints and suggestions within the responsibility to handle: clearly and directly reply to the content of the suggestion within fifteen working days from the date the competent authority receives the complaint or suggestion; in cases where the complaint or suggestion involves the functions and tasks of multiple agencies and units, the resolution period shall not exceed thirty working days from the date of receipt of the complaint or suggestion;

Subpoint b. For complaints and suggestions outside the jurisdiction to handle: within three working days from the date of receipt of the complaint or suggestion, the agency or unit that received it shall transfer the complaint or suggestion to the competent agency or unit in accordance with Clause 3, Article 7 of this Regulation.

Clause 2. In cases where the content of complaints and suggestions relates to the functions and tasks of multiple agencies, the leading agency responsible for reviewing the existing legal normative documents shall coordinate with related agencies to respond.

Subpoint a. The transfer of complaints and suggestions for coordination shall be completed within three working days from the date of receipt. The requested coordinating agency shall be responsible for replying within ten working days from the date of receipt of the complaint or suggestion;

Subpoint b. If a complaint or suggestion about a single matter requires coordination among multiple agencies and exceeds the prescribed time limit without a response from the consulted agency, it shall be deemed to agree with the response of the leading agency handling the complaint or suggestion;

Subpoint c. If a complaint or suggestion contains multiple contents under the administrative supervision of multiple agencies and units, the leading agency responsible for handling is one of the agencies or units currently receiving the complaint or suggestion and is responsible for reviewing the legal normative documents as stipulated. If the coordinating agency does not respond or responds late to the part of the content within its responsibility, the leading agency shall respond to the part of the content within its administrative supervision, while transferring the complaint or suggestion to the coordinating agency to respond to the part of the content within the administrative supervision of the coordinating agency. The handling period for complaints and suggestions shall not exceed thirty working days from the date the leading agency receives the complaint or suggestion.

The coordinating agency is liable under the law and to the Prime Minister for failing to respond or responding late as prescribed.

Article 12. Monitoring, feedback, analysis, and evaluation of the results of handling

1. Organizations and individuals reflecting and proposing on regulatory legal documents may provide feedback and evaluate the results of handling and resolution by competent agencies and organizations through the Information System for Receiving and Handling Reflections and Proposals on Regulatory Legal Documents.

2. The results of evaluations by organizations and individuals reflecting and proposing are automatically compiled and summarized by the Information System for Receiving and Handling Reflections and Proposals on Regulatory Legal Documents to serve supervision and assessment of the situation of receiving and handling reflections and proposals.

Article 13. Statistics on receiving and handling reflections

1. The Ministry of Justice uses the functions of the Information System for Receiving and Handling Reflections and Proposals on Regulatory Legal Documents to compile statistics on the number of reflections and proposals received by ministries, equivalent-level agencies, the Supreme People's Court, the Supreme People's Procuracy, and provincial People's Committees; the status of handling; the fields of reflected and proposed documents; and the results of evaluating the handling process.

2. Statistical data is managed on the Information System for Receiving and Handling Reflections and Proposals on Regulatory Legal Documents, ensuring transparency and accessibility for state management work.

Article 14. Reporting System

1. The Ministry of Justice is responsible for extracting and using statistical information about the situation of receiving and handling reflections and proposals from the Information System for Receiving and Handling Reflections and Proposals on Regulatory Legal Documents to urge agencies to handle reflections and proposals on the System and report to the Prime Minister in the Report sent to the Government Steering Committee on reviewing and organizing the implementation of handling difficulties in the legal system.

2. Ministries, equivalent-level agencies, and provincial People's Committees are responsible for reporting the situation of receiving and handling reflections and proposals in their annual reports on law enforcement monitoring to the Ministry of Justice for consolidation and reporting to the Prime Minister before December 31 each year or as required by the Prime Minister.

3. Contents of the report on the situation of receiving and handling reflections and proposals:

a) Total number of reflections and proposals received during the reporting period;

b) Number of reflections and proposals answered, number of reflections and proposals answered late, number of overdue reflections and proposals not yet answered, reasons for late handling;

c) Contents adopted from reflections and proposals as a basis for reviewing, amending, supplementing, and replacing in regulatory legal documents;

d) Difficulties and obstacles encountered during the process of receiving and handling;

đ) Proposals and recommendations for improving the effectiveness of activities related to receiving and handling reflections and proposals;

e) Other contents (if any).

4. Ministries, equivalent-level agencies, the Supreme People's Court, the Supreme People's Procuracy, and provincial People's Committees use the results of handling reflections and proposals on regulatory legal documents as input data to serve inspection, review, monitoring, and improvement of the legal system.

Chapter III
IMPLEMENTATION

Article 15. Responsibilities of Ministries, Equivalent-Level Agencies, and Provincial People's Committees

1. Organize the connection of the Information System for Receiving and Handling Reflections and Proposals on Regulatory Legal Documents with the electronic portal of ministries, equivalent-level agencies, and provincial People's Committees to enable agencies, organizations, and individuals to access and submit reflections and proposals.

2. Ensure smooth and effective connectivity with the Information System for Receiving and Handling Reflections and Proposals on Regulatory Legal Documents; allocate equipment and network connections to exploit and utilize the Information System for Receiving and Handling Reflections and Proposals on Regulatory Legal Documents.

3. Implement personal information protection according to laws on personal data protection and cybersecurity; apply technical measures to prevent unauthorized access, cyber attacks, loss, or leakage of data as prescribed by law.

4. Allocate personnel with capability and expertise based on the current staffing of the agency; assign units with appropriate functions as focal points to advise and organize the implementation of receiving and handling reflections and proposals on regulatory legal documents within their authority and responsibility as stipulated by law and this Regulation.

5. During the implementation of this Regulation, if there are difficulties or obstacles, ministries, equivalent-level agencies, and provincial People's Committees shall proactively exchange, coordinate, or reflect to the Ministry of Justice to unify solutions, promptly address and resolve them; in cases exceeding their authority, they shall consolidate and report to the Prime Minister for consideration and decision.

Article 16. Responsibilities of the Ministry of Justice

1. Take the lead in implementing, managing, operating, and upgrading the Information System for Receiving and Processing Complaints and Suggestions on Legal Normative Documents; coordinate with relevant agencies to organize publicity so that individuals, agencies, organizations, and enterprises can use the Information System for Receiving and Processing Complaints and Suggestions on Legal Normative Documents.

2. Ensure the Information System for Receiving and Processing Complaints and Suggestions on Legal Normative Documents operates smoothly, with data retrieval and storage capabilities, and support for monitoring, statistics, and synthesis work.

3. Guide, monitor, and urge agencies in receiving and processing complaints and suggestions; in cases where difficulties arise beyond their authority, promptly report to the Prime Minister for consideration and direction.

4. Summarize the situation of receiving and processing complaints and suggestions from agencies, and report to the Prime Minister according to the provisions of Article 11 of this Regulation.

5. Regularly check, update software, maintain; research, evaluate, and invest in upgrading the Information System for Receiving and Processing Complaints and Suggestions on Legal Normative Documents, ensuring information system security level 3 as prescribed by law.

Article 17. Responsibilities of the Ministry of Finance, the Ministry of Home Affairs, and related agencies

1. The Ministry of Finance

a) Allocate budget funds annually for agencies to manage, operate, exploit, and use the Information System for Receiving and Processing Complaints and Suggestions on Legal Normative Documents and implement tasks as prescribed by law;

b) Compile detailed annual budget estimates of ministries, ministerial-level agencies, and related agencies to ensure effective management, operation, exploitation, and use of the Information System for Receiving and Processing Complaints and Suggestions on Legal Normative Documents in accordance with the law.

2. The Ministry of Home Affairs shall take the lead in coordinating with relevant agencies to study and build criteria for scoring administrative reform based on the results of receiving and processing complaints and suggestions on legal normative documents; supplement inspection of complaint and suggestion reception and processing as part of civil service inspections in state administrative activities.

3. Vietnam Television, Voice of Vietnam Radio, Vietnam News Agency, news agencies, press, the Vietnam Chamber of Commerce and Industry, and associations have the responsibility to communicate to the public, businesses, agencies, and organizations about the benefits of using the Information System for Receiving and Processing Complaints and Suggestions on Legal Normative Documents during the process of reflecting and suggesting issues within the legal system.

4. Propose the Supreme People's Court, the Supreme People's Procuracy to receive and process complaints and suggestions related to legal normative documents under their jurisdiction, cooperate in exploiting and using the Information System for Receiving and Processing Complaints and Suggestions on Legal Normative Documents effectively and smoothly; the Vietnam Fatherland Front Central Committee, political and social organizations to promote awareness among members, the public, agencies, and organizations about the benefits of using the system during the process of reflecting and suggesting on legal normative documents.

Article 18. Transitional Provisions

For complaints and suggestions on legal normative documents on the Information System for Receiving and Processing Complaints and Suggestions on Legal Normative Documents that have been received by agencies but are still being processed or not yet processed, they shall be handled according to the provisions of this Regulation./.