Directive No. 97/NH-CT requires strengthening the work of handling complaints and petitions in the banking sector to ensure that citizens' complaints and petitions are received, examined, and resolved seriously and promptly. This document specifies the responsibilities of each level of management in handling complaints and petitions.
适用范围
Heads of levels and units under the State Bank of Vietnam, State-owned Commercial Banks, and Investment and Development Banks
要点
- Levels and units within the banking sector must comply with the law on handling complaints and petitions (Point 1).
- Heads and Inspectors-in-Chief at all levels must meet the public according to schedules and resolve issues promptly (Point 2).
- Persons responsible for examining and resolving complaint letters may not evade or pass the responsibility of resolution to others (Point 3).
- The Governor of the State Bank of Vietnam has the authority to examine and resolve complaints against the General Directors of State-owned Commercial Banks of Vietnam and the Vietnam Investment and Development Bank (Article 4.1 a).
- The Inspector-in-Chief of the Central State Bank of Vietnam is responsible for examining and resolving complaints against Deputy General Directors of State-owned Commercial Banks of Vietnam and the Vietnam Investment and Development Bank (Article 4.2 a).
🌐 本文件的社会影响
- Enhance the effectiveness of receiving and resolving complaints in the banking sector.
- Reduce the backlog of complaint letters, increase public trust in the banking sector.
- Bank heads have higher responsibilities in handling complaints.
- Employees and citizens will have their rights better protected.
❓ 常见问题
How must bank heads at all levels implement the schedule for meeting the public?
Heads and Inspectors-in-Chief at all levels and units of banks must strictly adhere to the schedule for meeting the public (excluding exceptional and urgent cases). Each meeting should aim to clearly resolve issues on the spot for the parties involved.
Who is responsible for examining and resolving complaints against the General Director of the State-owned Commercial Bank of Vietnam?
The Governor of the State Bank of Vietnam has the authority to examine and resolve complaints against the General Director of the State-owned Commercial Bank of Vietnam.
Must banking units report periodically on the work of examining and resolving complaints?
Every three months, six months, and annually, Branches of the State Bank of Vietnam in provinces, cities, special administrative regions, State-owned Commercial Banks, and the Vietnam Investment and Development Bank must prepare reports on examining and resolving complaints to be submitted to the Central State Bank of Vietnam.
May persons responsible for examining and resolving complaint letters evade or pass the responsibility of resolution to others?
Evading responsibility or passing the responsibility of resolution to others is not permitted.
What responsibilities does the Inspector-in-Chief of the State Bank of Vietnam have in examining and resolving complaints?
The Inspector-in-Chief of the Central State Bank of Vietnam is responsible for accurately preparing materials and files as the basis for legal examination and recommending solutions for the Governor of the State Bank of Vietnam to decide.
全文
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STATE BANK OF VIETNAM |
SOCIALIST REPUBLIC OF VIETNAM |
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Number: 97/NH-CT |
Hanoi, January 14, 1990 |
DIRECTIVE
ON ENFORCING THE WORK OF CONSIDERING PETITIONS AND COMPLAINTS IN THE BANKING SECTOR
Since the banks have shifted to business accounting under Decree No. 53/HĐBT dated March 26, 1988 of the Council of Ministers, there has been some positive change in the implementation of regulations on receiving citizens, considering and resolving complaints and petitions within the responsibility of the banks. However, some bank units still allow petition letters to remain beyond the time limit prescribed by law, with some cases not being resolved for nearly ten years. The reason is that the heads of these banks have not fully recognized their responsibilities and have not paid sufficient attention to the work of considering and resolving petition letters, thereby reducing the trust of the people in the banking sector.
To achieve good results in the work of considering petitions in the banking sector, to enhance the effectiveness of the two Ordinances published in Decree Nos. 37 and 38 dated May 24, 1990 of the State Council on the organization and operation of banks, the Governor of the State Bank requests the comrades in charge at all levels and units under the State Bank system, state-owned commercial banks, and investment and development banks to implement the following matters well:
1. All levels and units in the banking sector must comply with the laws of the State regarding the consideration of petitions. Organize the reception, examination, and resolution of complaints and petitions from agencies, collectives, employees, and the public seriously and promptly. Effectively prevent violations of the law and strengthen socialist rule of law to protect the interests of the State and the legitimate rights and interests of citizens.
2. Heads and Inspectors at all levels and units in the banking sector must strictly adhere to the schedule for receiving citizens (excluding exceptional and urgent cases). Each time receiving citizens, especially those who have been scheduled beforehand, should strive to resolve the issues clearly on the spot for the parties concerned and related parties.
3. Any petition letter or complaint from employees, organizations, and the public against any level or unit shall be the responsibility of the head of that level or unit to examine and resolve promptly and respond to the parties concerned. It is not allowed to evade responsibility, shift the resolution to others, or to higher authorities. Complaints and petitions that have been resolved but the parties concerned still complain or reveal signs of law violations shall be reviewed and resolved by the direct superior of the unit.
4. The division of responsibility for examining and resolving complaints and petitions is specified as follows:
4.1. The Governor of the State Bank shall examine and resolve:
a. Complaints and petitions against the General Director of the State-Owned Commercial Bank of Vietnam and the Investment and Development Bank of Vietnam.
b. Complaints and petitions against the Directors of Departments, Bureaus, Institutes, Committees, Provincial and Municipal State Bank Directors, and the Principals of Banking University.
The Head of the Central Bank Inspectorate shall be responsible for accurately preparing materials and files as the basis for examination and recommending solutions for the Governor of the State Bank to decide.
4.2. The Head of the Central Bank Inspectorate shall examine and resolve:
a. Complaints and petitions against Deputy General Directors of the State-Owned Commercial Bank of Vietnam and the Investment and Development Bank of Vietnam.
b. Complaints and petitions against Deputy Directors of Provincial and Municipal State Banks, Principals and Deputy Principals of Banking Secondary Schools, and Directors and Deputy Directors of enterprises and companies directly under the Central State Bank.
c. Complaints and petitions within the jurisdiction of banks and credit organizations as stipulated in Points 4.5 and 4.6 of this Directive, which have been resolved but the parties concerned still complain or reveal errors.
4.3. The Director of the Department of Organization and Cadres shall be responsible for examining and submitting to the Governor of the State Bank for resolution of complaints about issues related to cadre work and the implementation of cadre policies under the management of the Governor of the State Bank after consulting with the Head of the Central Bank Inspectorate.
4.4. The Directors of Departments, Bureaus, Institutes, and Committees shall be responsible for examining and submitting to the Governor of the State Bank for resolution of complaints and petitions about professional issues under their supervision; examining and resolving complaints and petitions against employees under their management.
4.5. The Directors of State Bank Branches in provinces, cities, and special zones shall be responsible for guiding and inspecting the examination and resolution of complaints and petitions against banking units and credit organizations in their areas and examining and resolving complaints and petitions against employees under their management.
4.6. The General Directors of the Central State-Owned Commercial Bank and the Central Investment and Development Bank shall be responsible for managing, guiding, urging, and inspecting the examination and resolution of complaints and petitions against branches of state-owned commercial banks and investment and development banks under their central authority and directly examining and resolving.
- Complaints and petitions against employees under the management of the Central State-Owned Bank.
5. Regarding the reporting system for examining and resolving petitions:
Every three months, six months, and annually, State Bank Branches in provinces, cities, and special zones, state-owned commercial banks, and the Investment and Development Bank of Vietnam must prepare reports on examining and resolving petitions to the Central State Bank (Central Bank Inspectorate).
- The Head of the Central Bank Inspectorate shall compile and report to the Governor and the Chairman of the Council of Ministers.
Based on this Directive, the General Directors of the State-Owned Commercial Bank and the Investment and Development Bank of Vietnam shall provide specific guidance on the work of examining and resolving petitions in their banking systems.
The Head of the Central Bank Inspectorate shall be responsible for guiding, urging, and inspecting all levels and units in the banking sector to strictly enforce this Directive.
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Cao Sĩ Kiêm (Signed) |
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