DECREE NO. 64/2014/ND-CP DETAILING IMPLEMENTATION OF CERTAIN PROVISIONS OF THE LAW ON RECEIVING CITIZEN PETITIONS

 DECREE

Detailed Implementation of Certain Provisions of the Law on Receiving Citizens

Pursuant to the Law on Receiving Citizens dated November 25, 2013;

Pursuant to the Law on Organization of the Government dated December 25, 2001;

At the proposal of the Inspector General,

The Government promulgates this Decree to provide detailed implementation of certain provisions of the Law on Receiving Citizens.

PART I
GENERAL PROVISIONS

Article 1. Scope of Regulation

This Decree provides detailed regulations on receiving citizens at government agencies and public service establishments; tasks, powers, organizational structure of Citizen Reception Boards; allocation of material resources for Citizen Reception Offices; operational coordination rules at Citizen Reception Offices; allocation of material resources for citizen reception locations; conditions ensuring citizen reception activities.

Article 2. Applicability

||| 1. Administrative state agencies, heads of administrative state agencies, people's armed forces units, public service units, persons receiving citizens.

||| 2. Persons lodging complaints, reports, petitions, and reflections.

Article 3. Purpose of receiving citizens

Chapter II
RECEPTION OF CITIZENS AT GOVERNMENT AGENCIES,

PUBLIC SERVICE ESTABLISHMENTS

Article 3. Organization of citizen reception at government agencies and public service establishments

1. Government agencies shall be responsible for organizing citizen reception for complaints, reports, suggestions, and reflections. Depending on the nature, characteristics, organizational scale, and activity requirements, as well as demands for handling complaints, reports, suggestions, and reflections, the head of the government agency shall assign inspection officials to handle citizen reception duties.

2. Public service establishments related to the resolution of policies, benefits, and rights of citizens and organizations must organize citizen reception for complaints, reports, suggestions, and reflections. The head of the public service establishment shall be responsible for assigning staff from specialized departments to perform citizen reception duties.

Based on the provisions of the Law on Receiving Citizens and this Decree, the heads of government agencies and public service establishments shall stipulate the organization of citizen reception at subordinate agencies, organizations, and units.

Article 4. Responsibilities of the heads of government agencies and public service establishments

1. Leading, directing, and organizing citizen reception work within their agencies and units:

a) Issuing internal regulations and rules for citizen reception;

b) Allocating convenient locations for citizen reception within their agencies and units; ensuring material resources to serve citizen reception;

c) Assigning cadres, civil servants, and employees to perform regular citizen reception duties;

d) Closely coordinating with relevant agencies, organizations, and units in citizen reception and handling collective complaints, reports, suggestions, and reflections on the same issue;

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

e) Ensuring safety and order for citizen reception activities;

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

2. Directly performing citizen reception at least once a month at their agency's or unit's citizen reception location.

3. Performing emergency citizen reception in the following cases:

a) Urgent, complex cases involving many participants, related to the responsibilities of multiple agencies, organizations, units, or differing opinions from these agencies, organizations, units;

b) If not promptly directed and considered, the matter could result in serious consequences or destruction of state or collective property, harm to the lives and property of citizens, and impact on national security, politics, social order, and public safety.

4. When receiving citizens, the head of the agency or unit must provide an opinion on resolving the matter for the citizen. In cases where an immediate response cannot be given, they must instruct subordinate agencies, organizations, units, civil servants, and employees to promptly consider and resolve the matter and inform the citizen of the time for a response.

Article 5. Location for receiving citizens of government agencies and public service units

1. The head of the agency or unit must arrange a location for receiving citizens that is dignified, convenient, with a separate reception room, equipped with necessary material conditions to facilitate the reception of citizens.

2. At the location for receiving citizens, regulations on receiving citizens, guidance on procedures for receiving citizens, procedures for handling complaints and denunciations according to the provisions of the law must be posted, and information about the reception of citizens by the agency or unit must be publicly disclosed at the agency's or unit's headquarters, the location for receiving citizens, and published on the agency's or unit's electronic information website (if available), including:

a) Place of receiving citizens; regular time for receiving citizens;

b) Schedule for receiving citizens by the head of the agency or unit;

c) Composition of participants and anticipated content of periodic citizen receptions.

Chapter III
TASKS, POWERS, STRUCTURE, AND ORGANIZATION OF THE CITIZEN RECEPTION BOARDS; MATTERS CONCERNING THE ARRANGEMENT OF MATERIAL BASES OF THE HEADQUARTERS FOR CITIZEN RECEPTION, AND THE LOCATION FOR CITIZEN RECEPTION SECTIONS ON THE PUBLIC CIVIL SERVICE; ARRANGEMENT OF MATERIAL BASES OF THE HEADQUARTERS

FOR RECEIVING CITIZENSMATERIAL BASES OF THE HEADQUARTERS FOR RECEIVING CITIZENS

LOCATIONS FOR RECEIVING CITIZENS

Article 6. Tasks and powers of the Central Citizen Reception Board

1. Organizing the reception of citizens who come to complain, report, make suggestions, or reflect issues at the Central Citizen Reception Headquarters:

a) Arranging personnel to receive citizens and handle complaints, reports, suggestions, and reflections within the scope of responsibility of the Central Citizen Reception Board;

b) Mediating and coordinating the activities of receiving citizens between members of the Central Citizen Reception Board and representatives of agencies and organizations participating in regular citizen reception at the Central Citizen Reception Headquarters;

c) Leading and coordinating with agencies and organizations participating in regular citizen reception at the Central Citizen Reception Headquarters or related agencies and organizations to assist the State Auditor General and the Head of the Government Office in regularly or urgently receiving citizens; heads of agencies and organizations participating in regular citizen reception at the Central Citizen Reception Headquarters or central Party and State leaders receiving citizens.

2. Explaining and guiding citizens on how to file complaints, reports, suggestions, or reflections according to the correct procedures and authorities; complying with decisions resolving complaints and handling reports issued by competent authorities in accordance with policies and laws.

3. Classifying and processing complaint, report, suggestion, and reflection letters:

a) Classifying and processing complaint, report, suggestion, and reflection letters received directly at the Central Citizen Reception Headquarters or through postal services, or transferred by competent authorities to the State Inspectorate and the Central Citizen Reception Board and agencies and organizations participating in regular citizen reception at the Central Citizen Reception Headquarters.

b) Directing or transferring complaint, report, suggestion, and reflection letters to competent agencies and organizations for resolution when they have been received but fall outside the scope and responsibility of the Central Citizen Reception Board and agencies and organizations participating in regular citizen reception at the Central Citizen Reception Headquarters.

4. Monitoring and urging the resolution of complaints, reports, suggestions, and reflections:

a) Monitoring and urging the resolution by competent agencies, organizations, units, and individuals of complaint, report, suggestion, and reflection letters and cases transferred by the Central Citizen Reception Board;

b) Leading and coordinating with representatives of agencies and organizations participating in regular citizen reception at the headquarters to inspect the receipt and resolution of complaint, report, suggestion, and reflection letters and cases transferred by the Central Citizen Reception Board when assigned by the State Auditor General.

5. Summarizing the situation and results of citizen reception work within the scope of responsibility of the Central Citizen Reception Board and agencies and organizations participating in regular citizen reception at the Central Citizen Reception Headquarters; reporting periodically and urgently to the State Inspectorate, agencies and organizations participating in regular citizen reception at the Central Citizen Reception Headquarters, and competent authorities.

6. Organizing the reception and handling of multiple citizens complaining, reporting, suggesting, or reflecting on the same issue:

a) Organizing the reception or leading and coordinating with agencies and organizations participating in regular citizen reception at the Central Citizen Reception Headquarters and related agencies and organizations to organize the reception and handling of multiple citizens complaining, reporting, suggesting, or reflecting on the same issue;

b) Coordinating with the Ministry of Public Security, the Police of Hanoi City, and the Police of Ho Chi Minh City to ensure security, order, and safety for citizens receiving at the Central Citizen Reception Headquarters; handling individuals violating the law at the Central Citizen Reception Headquarters;

c) Coordinating with local police agencies and People's Committees where complaints, reports, suggestions, or reflections arise to mobilize, persuade, and take measures to encourage citizens to return to their locality for consideration and resolution.

7. Advising the State Auditor General to inspect and check the implementation of laws on citizen reception and handling letters from ministries, ministerial-level agencies, government agencies, provincial and municipal people's committees under the central government.

8. Coordinating with units under the State Inspectorate to advise the State Auditor General in performing state management tasks regarding citizen reception and letter handling.

9. Performing other tasks assigned by the State Auditor General.

Article 7. Duties and Authorities of the Citizen Reception Board at the Provincial Level

1. Organize citizen reception for complaints, denunciations, suggestions, and reflections at the provincial-level citizen reception office:

a) Arrange personnel to receive citizens, handle complaints, denunciations, suggestions, and reflections within the scope of responsibility of the provincial-level citizen reception board;

b) Mediate and coordinate the activities of citizen reception between members of the provincial-level citizen reception board and representatives of agencies and organizations participating in regular citizen reception at the provincial-level citizen reception office;

c) Chair and coordinate with agencies and organizations participating in regular citizen reception at the provincial-level citizen reception office or with relevant agencies and organizations to assist the Chairman of the Provincial People's Committee in regularly or urgently receiving citizens; heads of agencies and organizations participating in regular citizen reception at the provincial-level citizen reception office or leaders of the Party and State at the provincial level in receiving citizens.

2. Explain and guide citizens on how to file complaints, denunciations, suggestions, and reflections according to procedures and authorities; comply with decisions resolving complaints and handling denunciations issued by competent agencies, organizations, units, or individuals in accordance with policies and laws.

3. Classifying and processing complaint, report, suggestion, and reflection letters:

a) Categorize and process complaints, denunciations, suggestions, and reflections received directly at the provincial-level citizen reception office, through postal services, or transferred by competent agencies, organizations, or individuals to the provincial People's Committee, the provincial-level citizen reception board, or agencies and organizations participating in regular citizen reception at the provincial-level citizen reception office;

b) Guide and transfer complaints, denunciations, suggestions, and reflections to competent agencies, organizations, or units for resolution when they have been received but fall outside the scope and responsibility of the provincial-level citizen reception board or agencies and organizations participating in regular citizen reception at the provincial-level citizen reception office.

4. Monitoring and urging the resolution of complaints, reports, suggestions, and reflections:

a) Monitor and urge competent agencies, organizations, units, or individuals to resolve complaints, denunciations, suggestions, and reflections transferred by the provincial-level citizen reception board;

b) Chair and coordinate with representatives of agencies and organizations participating in regular citizen reception at the provincial-level citizen reception office and the provincial-level state inspection agency to inspect the receipt and resolution of complaints, denunciations, suggestions, and reflections transferred by the provincial-level citizen reception board upon assignment by the Chairman of the Provincial People's Committee.

5. Summarize the situation and results of citizen reception within the scope of responsibility of the provincial-level citizen reception board; of agencies and organizations participating in regular citizen reception at the provincial-level citizen reception office; report periodically and urgently to the provincial People's Committee, agencies and organizations participating in regular citizen reception at the provincial-level citizen reception office, the provincial inspection agency, and competent agencies and organizations.

6. Organizing the reception and handling of multiple citizens complaining, reporting, suggesting, or reflecting on the same issue:

a) Chair or coordinate with agencies and organizations participating in regular citizen reception at the provincial-level citizen reception office or related agencies and organizations to organize reception and handling of cases involving multiple people filing complaints, denunciations, suggestions, and reflections on the same matter;

b) Coordinate with local public security agencies to ensure security, order, and safety for citizens receiving at the provincial-level citizen reception office, and handle individuals violating the law at the provincial-level citizen reception office;

c) Coordinate with public security agencies and the People's Committee where the complaint, denunciation, suggestion, or reflection originated to persuade or take measures to encourage citizens to return to their locality for consideration and resolution.

7. Coordinate with the provincial inspection agency to advise the Chairman of the People's Committee at the same level in matters:

a) Inspect and check the implementation of laws on citizen reception and handling of complaints by specialized agencies under the provincial People's Committee, district, town, city, and provincial-level city People's Committees;

b) Promote, disseminate, and enforce laws on citizen reception and handling of complaints among the public, civil servants, and officials of specialized agencies under the provincial People's Committee, district, town, city, and provincial-level city People's Committees;

c) Provide professional guidance to civil servants and officials responsible for citizen reception at departments, sectors, district, town, city, and provincial-level city People's Committees.

8. Perform other tasks assigned by the Chairman of the Provincial People's Committee.

Article 8. Duties and Authorities of the Citizen Reception Board at the District Level

1. Organize citizen reception for complaints, denunciations, suggestions, and reflections at the district-level citizen reception office:

a) Arrange personnel to receive citizens, handle complaints, denunciations, suggestions, and reflections within the scope of responsibility of the Citizen Reception Board;

b) Mediate and coordinate the activities of citizen reception between members of the district-level Citizen Reception Board and representatives of agencies and organizations participating in regular citizen reception at the district-level citizen reception office;

c) Chair and coordinate with agencies and organizations participating in regular citizen reception at the district-level citizen reception office or with relevant agencies and organizations to assist the Chairman of the People's Committee at the district level in regularly or urgently receiving citizens, or with heads of agencies and organizations receiving citizens at the district-level citizen reception office or leaders of the Party and State at the district level in receiving citizens.

2. Explain and guide citizens on how to file complaints, denunciations, suggestions, and reflections according to procedures and formalities, to the competent agencies, organizations, units, or individuals; comply with decisions resolving complaints and decisions handling denunciations issued by competent agencies, organizations, units, or individuals in accordance with policies and laws.

3. Classifying and processing complaint, report, suggestion, and reflection letters:

a) Categorize and process complaints, denunciations, suggestions, and reflections received directly at the district-level citizen reception office or through postal services or transferred by competent agencies, organizations, or individuals to the People's Committee at the district level, the district-level Citizen Reception Board, or agencies and organizations participating in regular citizen reception at the district-level citizen reception office;

b) Guide and transfer complaints, denunciations, suggestions, and reflections received but not within the scope or responsibility of the district-level Citizen Reception Board or agencies and organizations participating in regular citizen reception at the district-level citizen reception office.

4. Monitoring and urging the resolution of complaints, reports, suggestions, and reflections:

a) Monitor and urge the resolution of complaints, denunciations, suggestions, and reflections by competent agencies, organizations, units, or individuals regarding cases transferred by the district-level Citizen Reception Board;

b) Chair and coordinate with representatives of agencies and organizations participating in regular citizen reception at the district-level citizen reception office and the internal audit agency at the same level to inspect the receipt and resolution of complaints, denunciations, suggestions, and reflections by competent agencies, organizations, units, or individuals regarding cases transferred by the district-level Citizen Reception Board upon assignment by the Chairman of the People's Committee at the district level.

5. Summarize the situation and results of citizen reception work within the scope of responsibility of the district-level Citizen Reception Board; of agencies and organizations participating in regular citizen reception at the district-level citizen reception office; report periodically and urgently to the People's Committee at the district level, agencies and organizations participating in regular citizen reception at the district-level citizen reception office, county-level internal audit agency, and competent agencies and organizations.

6. Organizing the reception and handling of multiple citizens complaining, reporting, suggesting, or reflecting on the same issue:

a) Chair or coordinate with agencies and organizations participating in regular citizen reception at the district-level citizen reception office or related agencies and organizations to organize reception and handling of cases involving multiple people complaining, denouncing, suggesting, or reflecting on the same matter;

b) Coordinate with local public security agencies to ensure security, order, and safety for personnel receiving citizens at the district-level citizen reception office, and handle individuals violating the law at the district-level citizen reception office;

c) Coordinate with public security agencies and the People's Committee where the complaint, denunciation, suggestion, or reflection originated to persuade or take measures to encourage citizens to return to their locality for consideration and resolution.

7. Coordinate with the county-level internal audit agency to assist the Chairman of the People's Committee at the same level in the following matters:

a) Audit and inspect the implementation of legal provisions on citizen reception and handling of complaints by specialized agencies under the People's Committee at the district level, People's Committee at the commune, ward, town level;

b) Promote, disseminate, and enforce legal provisions on citizen reception and handling of complaints among the public, civil servants, and employees of specialized agencies under the People's Committee at the district level, People's Committee at the commune, ward, town level;

c) Provide professional guidance to civil servants and employees responsible for citizen reception at specialized agencies under the People's Committee at the district level, People's Committee at the commune, ward, town level.

8. Perform other tasks assigned by the Chairman of the People's Committee at the district level.

Article 9. Structure and organization of Citizen Reception Committees at all levels

1. Structure and organization of the Central Citizen Reception Committee

a) The Central Citizen Reception Committee consists of a Director, Deputy Directors, and civil servants engaged in citizen reception work. The Director of the Central Citizen Reception Committee is equivalent to a Department Head, and Deputy Directors are equivalent to Deputy Department Heads, appointed and relieved from duty by the Government Inspector General.

The Central Citizen Reception Committee replaces the Citizen Reception and Petition Handling Department specified in Article 3 of Decree No. 83/2012/ND-CP dated October 9, 2012, of the Government on the functions, tasks, powers, and organizational structure of the Government Inspectorate.

b) The Citizen Reception Committee has specialized departments to carry out citizen reception, petition handling, monitoring, urging, summarizing citizen reception work, and handling complaints, denunciations, suggestions, and reflections.

2. Structure and organization of the Provincial Citizen Reception Committee

The Provincial Citizen Reception Committee consists of a Director, Deputy Directors, and civil servants engaged in citizen reception work. The Provincial Citizen Reception Committee Director is responsible by a Deputy Head of the People's Committee Office, and Deputy Directors are equivalent to Section Chiefs. The Director and Deputy Directors of the Provincial Citizen Reception Committee are appointed and relieved from duty by the Chairman of the Provincial People's Committee.

3. Structure and organization of the District Citizen Reception Committee

The District Citizen Reception Committee consists of a Director and civil servants engaged in citizen reception work. The District Citizen Reception Committee Director is responsible by a Deputy Head of the People's Council and People's Committee Office. The Director of the District Citizen Reception Committee is appointed and relieved from duty by the Chairman of the District People's Committee.

4. The Chairman of the Commune People's Committee arranges for a civil servant to concurrently perform citizen reception duties.

5. Each level of the Citizen Reception Committee shall have its own seal for use in citizen reception work.

The Government Inspector General, the Minister of Public Security, and the Minister of Home Affairs shall specify the seal design and usage procedures for each level of the Citizen Reception Committee.

Article 10. Arrangement of physical facilities at Citizen Reception Offices and locations

1. Arrangement of physical facilities at Citizen Reception Offices

The Government Inspector General and Chairmen of People's Committees at all levels are responsible for arranging offices, providing equipment, and other necessary working conditions to support the citizen reception work of representatives of agencies, organizations participating in regular citizen reception activities at Citizen Reception Offices.

Citizen Reception Offices must be located in convenient places for citizen reception and for citizens' travel to lodge complaints, denunciations, suggestions, and reflections.

Citizen Reception Offices at all levels shall be equipped with necessary equipment and other conditions to support citizen reception work.

2. Arrangement of physical facilities at citizen reception locations

Agencies, organizations, and units that are responsible for citizen reception but do not regularly send representatives to participate in citizen reception activities at Citizen Reception Offices at all levels must arrange reception locations that are dignified, convenient, and have separate reception rooms, equipped with necessary equipment and other working conditions to support citizen reception work.

Chapter IV
REGULATIONS ON COOPERATION IN CITIZEN RECEPTION ACTIVITIES

 AT CITIZEN RECEPTION OFFICES

Article 11. Scope of Acceptance and Handling of Complaints, Petitions, Suggestions, and Reflections

1. The scope of acceptance and handling of complaints, petitions, suggestions, and reflections by agencies and organizations receiving citizens regularly at the Central Citizen Reception Office, provincial level, and district level shall be implemented in accordance with the provisions of Clause 4, Article 11, Clause 4, Article 12, and Clause 4, Article 13 of the Law on Citizen Reception.

Civil servants concurrently responsible for citizen reception at the commune level have the responsibility to assist the Chairman of the Commune People's Committee in receiving citizens, handling complaints, petitions, suggestions, and reflections within the scope of responsibilities of the People's Committee, the Chairman of the People's Committee, the People's Council, and the Chairman of the People's Council.

2. Representatives of agencies and organizations participating in regular citizen reception at the Citizen Reception Office shall be responsible for:

a) Implementing citizen reception, accepting, and handling complaints, petitions, suggestions, and reflections within their own agency’s or organization’s scope of responsibility. In cases where the matter falls under the responsibility of another agency or organization participating in regular citizen reception at the Citizen Reception Office, they shall guide citizens to file complaints, petitions, suggestions, and reflections with the representative of the responsible agency or organization;

b) In cases involving complex matters related to multiple agencies and organizations, the citizen reception officer shall report to the Head of the Citizen Reception Board to coordinate with the authorized persons from relevant agencies, organizations, and units to examine and handle the matter;

c) In cases where there are guiding documents or responses but citizens continue to file complaints, petitions, suggestions, and reflections, the citizen reception officer shall cooperate with the representative of the authorized agency or organization to guide citizens to file complaints, petitions, suggestions, and reflections in accordance with the law;

d) Refuse to receive citizens in cases stipulated in Article 9 of the Law on Citizen Reception.

Article 12. Citizen Reception and Appointment of Representatives by Agencies and Organizations Participating in Regular Citizen Reception at the Citizen Reception Office

1. The citizen reception activities of the Central Citizen Reception Boards and agencies and organizations participating in regular citizen reception at the Citizen Reception Office shall be carried out as follows:

a) The Central Citizen Reception Board performs the duty of permanent citizen reception, arranging personnel for regular citizen reception during working days and in emergency situations.

The Central Party Office, the Central Inspection Committee, the Central Internal Affairs Board, the Social Affairs Committee of the Standing Committee of the National Assembly, the President's Office, and the Government Office appoint representatives to cooperate with the Central Citizen Reception Board to carry out regular citizen reception at the Central Citizen Reception Office in accordance with the Law on Citizen Reception;

b) The Provincial Citizen Reception Board performs the duty of permanent citizen reception, arranging personnel for regular citizen reception during working days and in emergency situations.

The Provincial Party Committee Office, the Provincial Inspection Committee, the Provincial Internal Affairs Board, the Provincial People's Council Office, and the Provincial People's Representative Delegation Office appoint representatives to cooperate with the Provincial Citizen Reception Board to carry out regular citizen reception at the Provincial Citizen Reception Office in accordance with the Law on Citizen Reception;

c) The District Citizen Reception Board performs the duty of permanent citizen reception, arranging personnel for regular citizen reception during working days and in emergency situations.

The District Party Committee Office and the District Inspection Committee appoint representatives to cooperate with the District Citizen Reception Board to carry out regular citizen reception at the District Citizen Reception Office in accordance with the Law on Citizen Reception;

d) Civil servants concurrently responsible for citizen reception at the Commune People's Committee implement citizen reception according to the assignment of the Chairman of the Commune People's Committee. The Commune People's Council arranges staff for citizen reception at the Commune People's Committee office;

đ) The schedule for citizen reception of agencies and organizations participating in citizen reception at the Citizen Reception Office must be publicly posted. The citizen reception officer has the responsibility to receive citizens according to the published reception schedule. In cases of emergency citizen reception, it shall be carried out according to the assignment of the Head of the Citizen Reception Board or the request of the leadership of their own agency or organization.

2. Agencies and organizations participating in citizen reception at the Citizen Reception Office must arrange personnel with appropriate capacity and qualifications to perform regular citizen reception duties.

a) The appointment of citizen reception officers by agencies and organizations participating in citizen reception at the Citizen Reception Office must be notified in writing to the Head of the Citizen Reception Board, specifying full name, position, and scope of duties;

b) Representatives of agencies and organizations participating in citizen reception at the Citizen Reception Office must comply with the citizen reception regulations and internal rules of the Citizen Reception Office; perform tasks within the assigned scope of duties; follow directives from the head of their own agency or organization and the direction of the Head of the Citizen Reception Board during citizen reception; closely coordinate with other officials and civil servants in the Citizen Reception Office to fulfill citizen reception tasks;

c) The Head of the Citizen Reception Board is responsible for evaluating the performance of citizen reception officers of agencies and organizations conducting regular citizen reception at the Citizen Reception Office.

Article 13. Coordination in managing and directing citizen reception activities at the Citizen Reception Office

1. The Citizen Reception Board shall be responsible for coordinating with agencies and organizations participating in citizen reception to monitor and manage citizens who frequently visit the Citizen Reception Office.

2. The Citizen Reception Board shall be responsible for leading and coordinating with representatives of agencies and organizations participating in frequent citizen reception at the Citizen Reception Office to organize citizen reception, guidance, and responses; lead and coordinate with agencies and organizations participating in frequent citizen reception at the Citizen Reception Office or related agencies and organizations to provide advice to the heads of agencies and organizations conducting citizen reception at the Citizen Reception Office or central or local Party and State leaders on citizen reception.

Representatives of agencies and organizations participating in frequent citizen reception at the Citizen Reception Office shall be responsible for closely coordinating with the Citizen Reception Board to organize citizen reception; prepare relevant documents and files to participate in citizen reception according to the requirements of the head of the agency or organization or central or local Party and State leaders.

3. The Citizen Reception Board shall lead monthly coordination meetings with representatives of agencies and organizations participating in frequent citizen reception at the Citizen Reception Office; when necessary, invite representatives of related agencies, organizations, units, or agencies responsible for protecting the Citizen Reception Office to attend.

4. The Citizen Reception Board shall be responsible for coordinating with the same-level state inspection agency to guide citizen reception procedures and complaint handling; propose commendations for individuals and groups with outstanding achievements in citizen reception work; monitor and compile the situation regarding coordination in citizen reception at the Citizen Reception Office.

Representatives of agencies and organizations participating in frequent citizen reception at the Citizen Reception Office shall be responsible for closely coordinating with the Citizen Reception Board in reporting citizen reception situations within their scope of responsibility; providing information; exchanging policies for handling related cases, complex cases, and procedural issues; monitoring, urging, and inspecting citizen reception situations at the Citizen Reception Office.

5. The Citizen Reception Board shall lead and coordinate with representatives of agencies and organizations participating in frequent citizen reception at the Citizen Reception Office, related agencies, organizations, units, and local People's Committees to provide support to citizens when necessary.

Article 14. Coordination in Receiving and Guiding Citizens

1. Citizen Reception Boards at all levels shall be responsible for organizing permanent duty, security, administrative, and clerical services for citizens.

The department or civil servant tasked with receiving and guiding under the Citizen Reception Board shall be responsible for receiving and guiding citizens to representatives of agencies and organizations participating in frequent citizen reception at the Citizen Reception Office to carry out complaints, reports, suggestions, and reflections as prescribed by law.

2. Representatives of agencies and organizations participating in frequent citizen reception at the Citizen Reception Office shall be responsible for receiving and processing complaints, reports, suggestions, and reflections within their assigned tasks.

3. The Citizen Reception Board shall be responsible for monitoring and compiling the situation of citizen reception, complaint handling, and reflection processing at the Citizen Reception Office.

Article 15. Coordination in monitoring and urging

1. The Citizen Reception Board has the right to request agencies, organizations, units with authority to resolve complaints, petitions, suggestions, and reports transferred by the Citizen Reception Board in a timely manner within the prescribed deadlines.

In cases where the matter is not resolved promptly or at all despite being requested, the Head of the Central Citizen Reception Board shall report to the General Inspector of the Government, while the Head of the provincial or district Citizen Reception Board shall report to the Chairman of the People's Committee at the same level to decide on inspecting the responsibility of the agencies, organizations, units, and individuals with authority in resolving such matters.

If violations of the law by agencies, organizations, units, or individuals are discovered, they shall be referred for handling according to the law to the competent agency. If there are signs of criminal offenses, the Head of the Central Citizen Reception Board shall refer to the General Inspector of the Government, and the Head of the provincial or district Citizen Reception Board shall refer to the Chairman of the People's Committee at the same level to transfer the case file to the investigation agency for handling according to the law.

2. The Head of the Citizen Reception Board may propose that the authorized person of the agency or organization participating in citizen reception regularly at the Citizen Reception Office coordinate and dispatch personnel to participate in inspections upon request.

3. Agencies and organizations participating in citizen reception regularly at the Citizen Reception Office have the responsibility to coordinate with the Citizen Reception Board to dispatch personnel to join inspection teams and provide relevant information and documents.

Article 16. Coordination in protecting the Citizen Reception Office, citizen reception staff, and persons making complaints, petitions, suggestions, and reports

1. Coordination in protecting the Citizen Reception Office and citizen reception staff:

a) The Citizen Reception Board is responsible for coordinating with the police to ensure security, order, and safety for citizen reception staff at the Citizen Reception Office; holding regular monthly and quarterly meetings to review and evaluate the coordination work in protecting the Citizen Reception Office.

b) Within their duties and powers, the police are responsible for coordinating with the Citizen Reception Board, agencies and organizations participating in citizen reception regularly at the Citizen Reception Office, and related agencies and organizations to ensure security, order, and safety for citizen reception staff at the Citizen Reception Office, and handle individuals who violate the law according to the law.

2. Coordination in protecting persons making complaints, petitions, suggestions, and reports:

a) Persons coming to make complaints, petitions, suggestions, and reports at the Citizen Reception Office are respected and protected by agencies and organizations; they are explained and guided on how to exercise their rights to complain, petition, suggest, and report in accordance with the law.

Persons making reports are guaranteed confidentiality and provided protective measures according to the law by responsible agencies and organizations.

b) Agencies, organizations, and citizen reception staff must maintain proper attitudes, respect, listen, and explain and guide citizens on how to exercise their rights to complain, petition, suggest, and report in accordance with the law.

Citizen reception staff may not harass, inconvenience, or obstruct persons coming to complain, petition, suggest, or report; they may not discriminate in citizen reception.

Article 17. Coordination in handling cases where multiple individuals file complaints, reports, proposals, or reflections on the same matter

1. The Citizen Reception Committees at all levels shall be responsible for closely coordinating with agencies and organizations participating in regular citizen reception at the Citizen Reception Office, relevant agencies and organizations, and state inspection agencies at all levels in handling cases where multiple individuals file complaints, reports, proposals, or reflections on the same matter.

2. Agencies and organizations participating in regular citizen reception at the Citizen Reception Office and state inspection agencies at all levels shall be responsible for closely coordinating with the Citizen Reception Committees in handling cases where multiple individuals file complaints, reports, proposals, or reflections on the same matter.

3. Relevant agencies and organizations shall be responsible for closely coordinating with the Citizen Reception Committees in receiving citizens, providing related information and documents, resolving matters within their jurisdiction, persuading and convincing citizens to return to their place of residence, and applying other measures to handle cases where multiple individuals file complaints, reports, proposals, or reflections on the same matter.

Chapter V
1. Location for Receiving Citizens

Article 18. Conditions Ensuring Citizen Reception Work

1. The head of the agency, organization, or unit shall assign capable and responsible staff to perform citizen reception work according to actual needs; arrange convenient premises for citizen reception, ensuring material resources and other conditions necessary for citizen reception work; implement policies and benefits for citizen reception staff as prescribed by law.

2. The State shall ensure funding for citizen reception activities of agencies, organizations, and units. Budget preparation, utilization, and settlement for funding to ensure citizen reception activities shall be carried out in accordance with legal provisions.

3. The Government Inspectorate shall take the lead and coordinate with relevant agencies to establish a national database on citizen reception, complaint resolution, report handling, and reflection processing to connect nationwide.

Ministries, sectors, People's Committees at all levels shall establish databases on citizen reception, complaint resolution, report handling, and reflection processing within their agencies and localities to connect with the Government Inspectorate's database.

4. The Ministry of Public Security and public security agencies at all levels shall be responsible for ensuring security, order, and safety for citizen reception staff at citizen reception offices at all levels.

Article 19. Policies and Benefits for Citizen Reception Staff

1. Citizen reception staff shall enjoy the following policies and benefits:

a) Allowance as prescribed by this Decree;

b) Training in specialized knowledge and skills for citizen reception.

The head of the agency, organization, or unit responsible for citizen reception shall decide on professional training for citizen reception staff in their agency, organization, or unit according to the guidelines of the Chief Inspector General of the Government;

c) Regular citizen reception staff at the Citizen Reception Office shall enjoy the citizen reception uniform allowance.

The Chief Inspector General of the Government shall stipulate the style and standard quota of the uniform for regular citizen reception staff after obtaining the agreement of the Ministry of Finance.

2. Individuals assigned or designated to perform citizen reception duties or support tasks for citizen reception, handling complaints, reports, proposals, or reflections shall enjoy allowances as prescribed by this Decree.

Article 20. Scope of application of the allowance regime for public servants receiving citizens, handling complaints, reports, proposals, and reflections

The allowance regime applies to public servants receiving citizens, handling complaints, reports, proposals, and reflections at Citizen Reception Offices and citizen reception locations:

1. Central Citizen Reception Office; citizen reception locations of Ministries, agencies at the level of Ministries, General Departments, and equivalent organizations; Bureaus; subordinate organizations of Ministries, agencies at the level of Ministries; Supreme People's Procuracy, Supreme People's Court, State Audit Agency; Central Committee of the Vietnam Fatherland Front; central-level organizations of political-social organizations.

2. Provincial Citizen Reception Office; citizen reception locations of specialized agencies under provincial People's Committees; subordinate agencies of specialized agencies under provincial People's Committees; Provincial People's Procuracy, Provincial People's Court; Provincial Vietnam Fatherland Front Committee; provincial-level organizations of political-social organizations.

3. District Citizen Reception Office; citizen reception locations of specialized agencies under district People's Committees, District People's Procuracy, District People's Court; District Vietnam Fatherland Front Committee and district-level organizations of political-social organizations.

4. Citizen reception locations at the commune level.

5. Citizen reception locations at agencies under the Government, units under agencies under the Government; public service units.

Article 21. Recipients of allowances when receiving citizens, handling complaints, reports, proposals, and reflections

1. Officials and civil servants of agencies, organizations, and units specified in Article 20 of this Decree who are assigned or delegated tasks to receive citizens, handle complaints, reports, proposals, and reflections at Citizen Reception Offices or citizen reception locations.

2. Heads and deputy heads of agencies, organizations, and units responsible for regularly or occasionally receiving citizens; officials and civil servants summoned by competent authorities to perform tasks of receiving citizens, handling complaints, reports, proposals, and reflections at Citizen Reception Offices or citizen reception locations.

3. Officials and civil servants; officers, non-commissioned officers, soldiers, professional military personnel, and defense employees in armed forces; civilian defense officers, health workers, traffic officers when assigned or delegated tasks to cooperate in receiving citizens, maintaining security and order, ensuring health care at Citizen Reception Offices or citizen reception locations.

4. Heads and deputy heads of agencies, organizations, and units, officials, and civil servants assigned tasks specifically to handle complaints, reports, proposals, and reflections.

Article 22. Principles of application and expenditure levels for allowances

1. Allowances are calculated based on working days for officials and civil servants performing tasks of receiving citizens, handling complaints, reports, proposals, and reflections at Citizen Reception Offices or citizen reception locations.

2. For other recipients, allowances are calculated based on actual working days of officials and civil servants performing tasks of receiving citizens, handling complaints, reports, proposals, and reflections.

3. The Government Inspector General and the Minister of Finance shall stipulate the expenditure levels for allowances for recipients when receiving citizens, handling complaints, reports, proposals, and reflections; management, utilization, and settlement of the allowance regime.

Chapter VI
IMPLEMENTING PROVISIONS

Article 23. Effectiveness of Implementation

This Decree takes effect from August 15, 2014.

Regulations on citizen reception in Chapter V of Decree No. 75/2012/NĐ-CP dated October 3, 2012, detailing certain provisions of the Law on Complaints and Decree No. 89/CP dated August 7, 1997 of the Government promulgating the Regulation on Organizing Citizen Reception cease to be effective from the date this Decree takes effect.

Article 24. Responsibility for Implementation

Ministers, Heads of agencies at the level of Ministries, Heads of agencies under the Government, Chairmen of provincial People's Committees, municipal People's Committees directly under the Central Government, and relevant agencies, organizations, and units are responsible for implementing this Decree./.