Circular No. 48/2025/TT-BKHCN guiding the management and use of Internet resources

CIRCULAR

Guidelines on the management and use of Internet resources

Pursuant to the Law on Telecommunications dated November 24, 2023;

Pursuant to Decree No. 147/2024/NĐ-CP dated November 9, 2024 of the Government on the management, provision, and use of Internet services and information on networks;

Pursuant to Decree No. 115/2025/NĐ-CP dated June 3, 2025 of the Government detailing certain provisions of the Law on Telecommunications regarding the management of telecommunications number pools, Internet resources; compensation when the State recovers telecommunications codes and numbers, Internet resources; auctioning rights to use telecommunications codes and numbers, national domain names ".vn" of Vietnam;

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

At the proposal of the Director of the Vietnam Internet Network Information Center;

The Minister of Science and Technology issues this Circular guiding the management and use of Internet resources.

PART I

GENERAL PROVISIONS

Article 1. Scope of Regulation and Applicability

This Circular guides the regulations on the management and use of Internet resources set forth in Decree No. 147/2024/NĐ-CP dated November 9, 2024 of the Government on the management, provision, and use of Internet services and information on networks (hereinafter referred to as Decree No. 147/2024/NĐ-CP) and Decree No. 115/2025/NĐ-CP dated June 3, 2025 of the Government detailing certain provisions of the Law on Telecommunications regarding the management of telecommunications number pools, Internet resources; compensation when the State recovers telecommunications codes and numbers, Internet resources; auctioning rights to use telecommunications codes and numbers, national domain names ".vn" of Vietnam (hereinafter referred to as Decree No. 115/2025/NĐ-CP), including registration, allocation, issuance, use, return, suspension, recovery, transfer of usage rights, change of registration subject, dispute resolution for agencies, organizations, businesses, individuals directly involved or related to activities in the field of the Internet in Vietnam.

Article 2. Interpretation of Terms

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

1. Domain name is a string of characters used to identify the corresponding Internet address. A domain name consists of sequences of characters separated by dots. Domain names include:

a) Domain names using characters based on the ASCII character set, hereinafter referred to as ASCII domain names;

b) Domain names using alphabets based on traditional language scripts of each country, hereinafter referred to as Internationalized Domain Names (IDN).

2. Top-level domain (TLD) is the last sequence of characters in the global domain name structure. TLDs include:

a) Generic top-level domains (gTLD) are domain names such as ".com"; ".net"; ".edu"; ".org"; ".int"; ".biz"; ".info"; ".name"; ".pro"; ".aero"; ".museum"; ".coop" and other generic top-level domains;

b) New generic top-level domains (New gTLD) are gTLDs allocated and transferred by the Internet Corporation for Assigned Names and Numbers (ICANN) to organizations, entities, businesses, and individuals under the ICANN's Generic Top-Level Domain Program (also known as the New gTLD program);

c) Country code top-level domains (ccTLD) are top-level domains reserved exclusively for each country and territory as defined by the international standard for country codes (ISO-3166), among which the Vietnamese country code top-level domain ".vn" is the ccTLD of Vietnam.

3. Subordinate domain names (second level, third level) are sequences of characters forming domain names in a hierarchical order below the top-level domain.

4. ICANN stands for the Internet Corporation for Assigned Names and Numbers, having authority over the global system of top-level domains.

5. VNNIC stands for the Vietnam Internet Network Information Center, an entity under the Ministry of Science and Technology with the function of managing and promoting the use of Internet resources in Vietnam; establishing, managing, and operating the National Domain Name System (DNS), the National Internet Exchange (VNIX).

6. Top-level domain manager is an organization or business entity designated by ICANN to manage top-level domains and announced on the ICANN website.

7. Domain name registrar is an organization or business providing domain name registration and maintenance services, including the Vietnamese national domain name registrar ".vn" and international domain name registrars in Vietnam.

8. Cross-border domain name registration and maintenance service providers are organizations or businesses outside Vietnam providing domain name registration and maintenance services for agencies, organizations, businesses, and individuals in Vietnam.

9. Domain name registration subject (hereinafter referred to as subject) is agencies, organizations, businesses, and individuals granted the right to use domain names.

10. Using a domain name is the act of subjects utilizing domain names for their activities, services on the Internet or to protect their legitimate brands, products, images.

11. The Vietnamese national domain name server system (National DNS) is an information system established, managed, and operated by VNNIC to manage the Vietnamese national domain name space ".vn" and to serve IP address queries for Vietnamese national domain names ".vn".

12. Internet Protocol (IP) address is the network address of a device or server including IPv4, IPv6 generations and subsequent generations.

13. Autonomous System Number (ASN) is a number used to identify a computer network participating in Internet routing operations.

14. Address user is an agency, organization, or business allocated and issued IP addresses, ASNs from the Ministry of Science and Technology (Vietnam Internet Network Information Center).

15. Routing is the process of advertising IP addresses, ASNs and connecting networks to establish paths on the Internet.

16. Using IP addresses, ASNs involves implementing routing record declarations, performing IP, ASN routing on the Internet, exploiting and using IP for network and service connections.

17. Misuse of domain names, IP addresses, ASNs is the use of domain names, IP addresses, ASNs as a means to violate laws on the Internet.

18. IPv6 only refers to the exclusive use of new generation IPv6 Internet Protocol addresses, without using IPv4 addresses.

19. The national domain name information search system ".vn" (referred to as Whois domain ".vn"), the national IP, ASN information search system (referred to as Whois IP/ASN) are systems established and managed by VNNIC, providing publicly accessible online information about the national domain name ".vn" and information about IP, ASN in Vietnam.

Article 3. Principles for managing and using Internet resources

1. Activities related to managing and using Internet resources must comply with the provisions set forth in Decree No. 147/2024/NĐ-CP and Decree No. 115/2025/NĐ-CP.

2. Vietnam's Internet resources are planned uniformly according to the provisions of Article 49 of the Telecommunications Law, consistent with infrastructure planning for information and communication to ensure that Vietnam's Internet activities are safe, reliable, and effective.

3. Internet resources related to sovereignty, interests, and national security; related to agencies, organizations of the Party and State, and political-social organizations shall be protected and not be infringed upon.

4. Registration, management, and use of Internet resources must be in accordance with their intended purposes, appropriate subjects, relevant regulations, and without infringing on the legitimate rights and interests of other agencies, organizations, businesses, and individuals.

5. Strengthen international cooperation, implement and respect international treaties and practices in the field of managing and using Internet resources.

6. Internet resources can only be allocated, granted, or continued to be maintained for use after agencies, organizations, businesses, and individuals have completed payment of the resource maintenance fee and allocation/certification fees as prescribed.

Article 4. Responsibilities of VNNIC in managing and promoting Internet resources

1. Uniformly and centrally manage to ensure the safety of Vietnam's Internet resources.

2. Implement management contents of Internet resources under the jurisdiction of Vietnam as stipulated in the Telecommunications Law, Decree No. 147/2024/NĐ-CP, Decree No. 115/2025/NĐ-CP; promote, guide, organize implementation, inspect, and supervise registration, management, and use of Internet resources effectively and in compliance with regulations on management and use of Internet resources; monitor, report on situations, and compile statistics related to the management and use of Internet resources.

3. Establish, manage, operate, and exploit the National DNS System, the National Internet Exchange (VNIX), and technical systems serving the effective, secure, and compliant management and use of Internet resources.

4. Receive information and data reports from agencies, organizations, businesses, and individuals in accordance with laws on registration, management, and use of Internet resources; centrally and uniformly manage received information and data reports from agencies, organizations, businesses, and individuals, complying with legal provisions on personal data protection.

5. Organize agreements, sign, and implement contracts with national domain name registrars ".vn" in accordance with planning and regulations on management and use of Internet resources.

6. Guide, inspect, and supervise the activities of national domain name registrars ".vn", international domain name registrars in Vietnam, and new generic top-level domain registry organizations (New gTLD Registry) in Vietnam to ensure compliance with legal provisions.

7. Implement protection of national domain names ".vn" according to the list approved and publicly announced by the Ministry of Science and Technology on its website.

8. Carry out the tasks of the national domain name management organization ".vn" ("Vietnam Registry") in providing domain registration and maintenance services for national domains ".vn".

9. Provide domain registration and maintenance services for national domains ".vn" in cases where there is no participation of organizations or businesses acting as national domain name registrars ".vn" to ensure the benefits of subjects and requirements for the management and development of national domains ".vn"; provide related Internet resource services.

10. Provide public information, guide subjects on support services for protecting trademarks, trade names, geographical indications, and other services to support legitimate rights and interests of agencies, organizations, businesses, and individuals related to domain registration and use.

11. Organize the auction and transfer of rights to use national domains ".vn".

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 subordinate to the Ministry that provide public services, support administrative procedures, or implement policies within the scope of management of the Ministry which are directly related to the rights and legitimate interests of organizations and individuals;

d) The organization of citizen reception by subordinate units of departments and public service units directly subordinate to the Ministry shall be regulated by the heads of these units in accordance with the requirements, scale, nature, and activities of their respective 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 certain provisions of the Law on Receiving Citizens.

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

4. Agencies and units directly subordinate to the Ministry that are not within the scope specified in Clause 1 of this Article, if incidents of complaints, reports, suggestions, or reflections arise relating to their functions and tasks or upon request of the Minister, shall have the responsibility to organize the reception of citizens to guide, receive petitions, or cooperate in resolving them in accordance with regulations.

Article 4. Time and Location for Receiving Citizens

1. The reception of 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 person with authority.

2. The list of locations for receiving citizens of the Ministry of Science and Technology includes: the Ministry's headquarters (No. 18 Nguyen Du Street, Cua Nam Ward, Hanoi City); the Innovation Department Building (No. 113 Tran Duy Hung Street, Yen Hoa Ward, Hanoi City); the Radio Frequency Management Department Building (No. 115 Tran Duy Hung Street, Yen Hoa Ward, Hanoi City); the Telecommunications Department 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 room at the Ministry's headquarters, at the Radio Frequency Management Department Building, at the Telecommunications Department Building, or at the Innovation Department Building.

4. The arrangement of the citizen reception room must comply 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 the citizen reception room:

a) The Ministry's Office arranges a citizen reception room at the Ministry's headquarters to serve the reception of citizens by the Minister and the Ministry's regular citizen reception work; simultaneously, it arranges a citizen reception room at the Innovation Department Building for shared use by agencies and units under the Ministry located 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's Office has the responsibility to work and coordinate with relevant agencies in maintaining security, safety, and order for citizen reception activities at the Ministry's headquarters and the Innovation Department Building.

b) The Radio Frequency Management Department and the Telecommunications Department have the responsibility to coordinate with relevant agencies in maintaining security, safety, and order for citizen reception activities at buildings they manage.

c) Agencies and units specified in point c of Clause 1 of this Article, based on specific conditions, take measures to ensure security, safety, and order for citizen reception activities at their own agency or unit.

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

1. The Office shall be responsible for:

a) Assisting the Minister in organizing regular citizen reception at the Ministry’s reception location; taking the lead in organizing and coordinating with agencies and units under the Ministry in receiving citizens 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) Requesting heads of relevant agencies and units to dispatch officials and civil servants to participate in citizen reception at the reception room when necessary;

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

đ) Reporting and scheduling the meeting between the Ministry’s leadership and citizens when citizens request to meet with the Ministry’s leadership; notifying relevant agencies and units to dispatch officials and civil servants to participate in citizen reception with the Ministry’s leadership.

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. Departments and public service units under the Ministry shall assign the Office or administrative department to handle citizen reception. Other organizations under Departments and public service units shall be responsible for coordinating in citizen reception when requested.

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 time, the Minister shall directly receive citizens in emergencies as specified in Clause 3, Article 18 of the Law on Citizen Reception.

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

a) The Office shall be responsible for arranging the Minister’s regular and emergency citizen reception schedules in accordance with 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; leading 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 Office shall be responsible for leading and coordinating with agencies and units under the Ministry to prepare plans, files, and documents to serve the Minister’s citizen reception session; reporting to the Minister for review and direction;

c) Agencies and units under the Ministry related to the matters the Minister intends to address during citizen reception shall be responsible for preparing content, files, and documents to serve the Minister’s citizen reception session; coordinating with the Office to prepare the plan for the Minister’s citizen reception session;

d) When the Minister receives citizens, the head of the Office, the head of the agency or unit under the Ministry responsible for the field of work related to the citizens' complaints, denunciations, suggestions, and reflections, and representatives of other relevant agencies and units as required 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. The heads of agencies and units specified in points b and c, Clause 1, Article 3 of this Circular shall be responsible for arranging schedules to directly implement regular citizen reception at least once a month at the agency or unit’s reception location.

2. In addition to the regular citizen reception time, the heads of agencies and units specified in points b and c, Clause 1, Article 3 of this Circular shall be responsible for receiving citizens in emergencies as specified 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 public reception procedures of the Ministry and its subordinate agencies and units shall be implemented in accordance with the provisions of Circular No. 04/2021/TT-TTCP dated October 1, 2021 issued by the Government Inspectorate on public reception procedures.

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 point b and point c, Clause 1, Article 3 of this Circular shall assign the department responsible for public reception tasks to manage and monitor the public reception logbook of their agency or unit.

2. The public 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 petitions and reflections sent via electronic media in accordance with 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) Report letters concerning Party members within the management scope of the Party Committee of the Ministry of Science and Technology, the lead unit is the Inspection Committee of the Party Committee of the Ministry of Science and Technology;

c) Complaint letters, report letters, petition letters, and reflection letters sent to the Bureaus under the Ministry, the National Standardization Technical Measurement Quality Agency, and public service units under the Ministry, the lead unit is the department responsible for public reception tasks as stipulated 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 lead units, except in cases where the letter falls within the jurisdiction of the agency or unit itself, within two working days from the date of receipt of the complaint letter, report letter, petition letter, or reflection letter, they must transfer the letter to the lead unit as stipulated in Clause 1 of this Article; at the same time, notify the Ministry’s Office of information about the person being complained against, reported, petitioned, or reflected upon and the content of the letter.

3. Agencies and units receiving complaint letters, report letters, petition letters, and reflection letters must record the tracking number of the letter, fill out the Letter Transfer Form and Guidance Form in accordance with the provisions of the law; implement work to ensure confidentiality of information about the reporter in accordance with the provisions of the law.

4. Lead units shall manage and monitor letters in accordance with the provisions of Article 29 of Circular No. 05/2021/TT-TTCP dated October 1, 2021 issued by the Government Inspectorate on the procedures for handling complaint letters, report letters, petition letters, and reflection letters.

5. In cases of complaints, reports, petitions, and reflections presented directly, the person receiving them shall guide citizens to write them in letter form or the person receiving them shall record the incident in writing and require the citizen to sign or affix a fingerprint to confirm the written document, clearly stating the content of the complaint, report, petition, or reflection.

Article 13. Classification of Petitions

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

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

1. The work of handling complaints, accusations, suggestions, and feedback shall be implemented in accordance with the provisions of Chapter III of Circular No. 05/2021/TT-TTCP.

2. Accusations against Party members under the management scope of the Standing Committee of the Party Central Committee of the Ministry of Science and Technology, and the Party Committees directly subordinate to the Party Central Committee of the Ministry of Science and Technology shall be advised on resolution by the Inspection Committees at all levels in accordance with 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 accusations against Party members under the management scope of the Standing Committee of the Party Central Committee of the Ministry of Science and Technology, and the Party Committees directly subordinate to the Party Central Committee of the Ministry of Science and Technology, the responsible unit shall transfer the accusation to the Inspection Committee at the same level for handling in accordance with the regulations.

Article 15. Receiving and Processing Information Containing Accusations

The receiving and processing of information containing accusations shall be carried out in accordance with the provisions of Article 25 of the Law on Accusation.

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 of Clause 1 of Article 3 of this Circular shall have the responsibility to:

a) Establish and publicize hotlines, email addresses, electronic portals, or websites and other forms (if any) to receive information on suggestions and feedback;

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. Personnel assigned to receive information on suggestions and feedback shall have the responsibility to report in writing in full and accurately the received information to the heads of their agencies or units for consideration and direction to resolve in accordance with the law.

3. For information on suggestions and feedback that are received but not within the responsibility to resolve, within two working days from the date of receipt of the information, the receiving agency shall transfer the information on suggestions and feedback in writing to the agency responsible for resolving it in accordance with the regulations.

4. For information on suggestions and feedback containing content related to the responsibility to resolve by multiple agencies and units under the Ministry, the agencies and units shall exchange and agree on one main agency, and the remaining agencies and units shall 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 authority of the Minister to resolve complaints shall be carried out in accordance with the provisions of Article 23 of the Law on Complaints.

2. The authority of the heads of agencies under the Ministry to resolve complaints shall be carried out in accordance with the provisions of 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 heads 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 the fields they are responsible for; 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 agency heads 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 People's Committee of the province that fall within the Ministry's national management authority and 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 procedure for handling complaints shall be carried out 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 articles and implementing mechanisms of the Law on Complaints.

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

The handling of complaints in state-owned enterprises and complaints of workers 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 handling complaints and denunciations in the field of labor, vocational education, dispatching Vietnamese workers to work abroad under contracts, employment, occupational safety and health, and relevant laws on complaints.

Article 21. Competence to handle denunciations

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

a) The competence of the Minister to handle denunciations is carried out in accordance with Clause 7, Article 13, Point a, Clause 2, Article 18, and Clause 2, Article 19 of the Law on Denunciation, including handling denunciations regarding acts of corruption.

b) The competence of the Director of the Bureau, the Chairman of the National Standardization and Metrology Committee, and equivalent agencies under the Ministry responsible for managing cadres, civil servants, and officials is carried out in accordance with Clause 5, Article 13 of the Law on Denunciation;

c) The competence of the head of public service units managed by the Ministry to handle denunciations is carried out in accordance with Clause 1, Article 18 of the Law on Denunciation;

d) The competence of the head of state-owned enterprises managed by the Ministry to handle denunciations is carried out in accordance with Clause 1, Article 19 of the Law on Denunciation.

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 takes the lead in advising and assisting the Minister to handle denunciations concerning violations of the law related to fields under the state management functions of the Ministry, except for those denunciations specified in Point b of this clause;

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

c) For denunciations concerning violations of the law related to the state management functions of agencies and units under the Ministry that also relate to the state management functions of localities and other agencies and units under the Ministry, these agencies and units exchange and agree with the localities to determine the agency responsible for handling the denunciation to ensure prompt and convenient 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 handles denunciations that have been resolved by the heads of agencies and units under the Ministry and the heads of state-owned enterprises managed by the Ministry, or those that have not been resolved within the prescribed time limit and have subsequent denunciations as stipulated in Articles 37 and 38 of the Law on Denunciation and Article 5 of Decree No. 31/2019/NĐ-CP dated April 10, 2019 of the Government detailing certain articles and measures for organizing the implementation of the Law on Denunciation;

b) The heads of agencies and units under the Ministry handle denunciations that have been resolved by the heads of subordinate agencies and units, or those that have not been resolved within the prescribed time limit and have subsequent denunciations as stipulated in Articles 37 and 38 of the Law on Denunciation and Article 5 of Decree No. 31/2019/NĐ-CP.

Article 22. Procedures for handling complaints

1. The procedures for handling complaints regarding violations of laws in the performance of tasks and public duties 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 for handling complaints regarding violations of laws on state management in various fields shall be carried out in accordance with 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 conclusion on the content of complaints issued by the heads of agencies and units under the Ministry and state-owned enterprises managed by the Ministry shall, in addition to being sent to relevant individuals and organizations as prescribed, 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 delegated 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 and direct the handling and responding to organizations and citizens. Agencies and units under the Ministry shall be responsible for primarily handling suggestions and reflections within their scope of management according to the requirements of the Ministry's Office, ensuring timely, consistent, and appropriate handling of suggestions and reflections.

4. Upon receipt of suggestions and reflections within their responsibility to handle, 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 any), 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 provide citizen services, handle petitions, complaints, suggestions, and reflections shall be responsible for assigning tasks in writing to the focal unit for providing citizen services, receiving and processing petitions, complaints, suggestions, and reflections; and assigning tasks in writing to civil servants and officials with experience and knowledge of laws on citizen services, petitions, complaints, suggestions, and reflections to perform citizen services, receiving and processing petitions, 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 services, handling petitions, complaints, suggestions, and reflections 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 service providers 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, of the Ministry of Finance on the system of allowances for those performing citizen service tasks, handling petitions, complaints, suggestions, and reflections.

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) Directing, guiding, and training staff on citizen reception work, complaint resolution, petition handling, and feedback for units under the Ministry;

c) Assisting the Minister in supervising and inspecting the responsibility for citizen reception, complaint resolution, petition handling, and feedback of heads of units under the Ministry and leaders of state-owned enterprises managed by the Ministry; proposing measures to improve this work 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. Heads of Departments under the Ministry shall be responsible for assigning leadership, arranging civil servants to monitor and implement citizen reception work, receiving petitions, processing, and resolving complaints and feedback according to 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) Inspecting the responsibility for citizen reception, complaint resolution, petition handling, and feedback of subordinate 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) Inspecting the responsibility for complaint resolution and accusation resolution of subordinate units.

Article 27. Reporting System

1. Units under the Ministry and state-owned enterprises managed by the Ministry shall be responsible for reporting citizen reception work and complaint resolution, petition handling, and feedback quarterly and annually, submitting to the Ministry's Office before the 10th day of the last month of each quarter according to Circular No. 01/2024/TT-TTCP dated January 20, 2024, of the Government Inspectorate on the reporting system for inspection work, complaint resolution, accusation resolution, and anti-corruption and malpractice to compile.

2. 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 report to the Government Inspectorate on citizen reception work and complaint resolution and accusation resolution according to regulations.

Chapter VII

IMPLEMENTING PROVISIONS

Article 28. Effective Date

1. This Circular shall take 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 resolution of 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 issued with 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. Heads of units under the Ministry specified in points b and c Clause 1 Article 3 of this Circular and leaders of state-owned enterprises managed by the Ministry shall specifically define citizen reception work, complaint resolution, and accusation resolution at their 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, units under the Ministry and state-owned enterprises managed by the Ministry, related organizations, and individuals are requested to promptly reflect to the Ministry of Science and Technology (through the Ministry's Office) for research, amendment, and supplementation to ensure compliance./.