Directive No. 64-TTg on Strengthening the Handling of Citizens' Complaints and Petitions

DIRECTIVE

ON STRENGTHENING THE WORK OF HANDLING CITIZENS' PETITIONS AND COMPLAINTS

Implementing the Ordinance on Citizens' Petitions and Complaints of 1991, various levels and sectors have directed and resolved many cases of citizens' petitions and complaints with results. However, in practice, this work still has shortcomings and deficiencies: The situation of citizens making petitions and complaints to higher authorities remains significant, the specific handling of these cases by sectors and levels is still too slow, decisions are not strictly enforced; the organization of citizen reception by many agencies is formalistic, with low effectiveness in resolution; the inspection and supervision of petition and complaint resolution by heads of agencies over subordinate units in many places have not been carried out, leaving them entirely to functional agencies.

To address these shortcomings and deficiencies, promptly and effectively resolve citizens' petitions and complaints, the Prime Minister issues the following directive:

1\. Ministers, Heads of ministerial-level agencies, Heads of government agencies, Chairmen of People's Committees of provinces and centrally governed cities must personally direct the examination and prompt resolution of citizens' petitions and complaints within their jurisdiction according to the law; Heads at all levels of local administration, agencies under ministries and sectors, and functional agencies must take responsibility for examining and issuing decisions to resolve citizens' petitions and complaints from the outset according to their authority, without failing to respond or passing the buck to others due to any reason.

2\. Ministers, Heads of ministerial-level agencies, Heads of government agencies with state management functions closely related to citizens' petitions and complaints, such as the Ministries of Construction, Land Administration, Finance, Labor - Invalids and Social Affairs, etc., must take active measures, including ensuring sufficient specialized staff to assist Heads in examining and resolving citizens' petitions and complaints within their management scope; they must also strengthen inspections and urging of sectors and localities in implementing policies and laws related to their state management functions, promptly issuing decisions to resolve petitions with contents within the management scope of their sector that have been resolved by Ministers and Chairmen of provincial and centrally governed city People's Committees but citizens continue to complain about, or discovering violations of the law during the resolution process as stipulated in Article 16 of the Ordinance on Citizens' Petitions and Complaints.

The State Inspector General, pursuant to the provisions of Article 17 of the Ordinance on Citizens' Petitions and Complaints, shall issue the final decision and be responsible for resolving completely citizens' appeals against decisions made by sectoral Ministry Heads. In special cases where decisions require the Prime Minister's approval, the State Inspector General shall carefully review and submit to the Prime Minister for consideration and decision.

Once a final resolution decision is issued by the competent authority, every individual, organization, and state agency must implement it. If any individual or agency fails to implement it, the agency issuing the resolution decision must take concrete measures to urge implementation or issue a decision compelling execution.

3\. For multiple letters of appeal and complaint sent to different places, sent beyond the level of authority, or forwarded by superiors, Ministers, Heads of ministerial-level agencies, Heads of government agencies, Chairmen of provincial and centrally governed city People's Committees, in addition to resolving appeals and complaints within their jurisdiction, must also specifically direct each case, assign relevant agencies to examine and resolve (without neglecting), periodically check the resolution process, immediately handle units and individuals violating the Ordinance on Citizens' Petitions and Complaints, and promptly report results to superiors.

The State Inspector General shall direct the consolidation and classification of letters of appeal and complaint sent beyond the level of authority to Party and State leaders, transfer them to Ministers, Heads of ministerial-level agencies, Heads of government agencies, Chairmen of provincial and centrally governed city People's Committees for resolution according to their authority; guide, inspect, urge, and evaluate the resolution of appeals and complaints in sectors and localities; promptly report to the Prime Minister to commend units performing well, and propose handling measures for sectors and localities with numerous violations in management and resolution of citizens' appeals and complaints.

State agencies with authority to resolve appeals and complaints must rectify their citizen reception offices, increase qualified and capable staff who are familiar with legal regulations on resolving citizens' appeals and complaints, have enthusiasm for citizen reception work, and provide thorough guidance to citizens presenting appeals and complaints. Ensure necessary working facilities at reception offices. Citizen reception work must be linked to timely and effective resolution of citizens' appeals and complaints and is the responsibility of sector and level Heads.

The State Inspector General shall study and clarify the functions and tasks of the Central Party and State Citizen Reception Office (located in Hanoi and Ho Chi Minh City).

The Prime Minister requests the Procurator General of the Supreme People's Procuracy and the President of the Supreme People's Court to organize citizen reception work for appeals and complaints within their responsibilities and authority.

5\. The State Inspector General, Ministers, Head of the Government's Organization and Cadre Department shall study and ensure sufficient staffing for examining and resolving citizens' appeals and complaints at all levels; propose appropriate incentive policies for this cadre group.

The Minister of Justice, the State Auditor General, and the Minister of Culture and Information shall cooperate to strengthen the dissemination of laws in general and the Ordinance on citizens' complaints and denunciations in particular through various mass media channels to ensure that all citizens, organizations, and state agencies understand, comply with, and supervise the implementation of these regulations at all levels and sectors.

The Director of the National Administration Academy shall incorporate the basic contents of the work of examining and resolving citizens' complaints and denunciations into the teaching curriculum in accordance with current legal provisions.

At all levels, authorities must direct competent agencies to establish specific regulations to facilitate citizens in lodging complaints and denunciations at reception venues, aiming to prevent malicious individuals from exploiting and inciting citizens to disrupt public order and security at such venues.

6/ The Ministers, Heads of ministries equivalent to ministries, Heads of government agencies, Chairmen of People's Committees of provinces and centrally governed cities shall report periodically every three months to the Prime Minister (through the State Auditor General) on the situation regarding the handling of citizens' complaints and denunciations in their respective sectors and localities. The State Auditor General shall guide the content of the reports and compile the situation of citizen reception, handling of complaint letters, and denunciation letters, and report to the Prime Minister.

The State Auditor General shall be responsible for guiding, urging, and inspecting the ministries, sectors, localities, and the Ministers of ministries, Heads of ministries equivalent to ministries, Heads of government agencies, and Chairmen of People's Committees of provinces and centrally governed cities who are responsible for strictly organizing the implementation of this Directive./.