What are regulations on responsibilities of heads of regulatory institutions for reception of citizens in Vietnam?

Regulations on responsibilities of heads of regulatory institutions for reception of citizens in Vietnam

Responsibilities of heads of regulatory institutions for reception of citizens are specified in Article 9 of Circular 04/2021/TT-TTCP, specifically as follows:

1. Heads of regulatory institutions must directly meet with citizens to listen to, consider, handle and direct the resolution of complaints, accusations, petitions or grievances under their jurisdiction or authority delegated to heads of senior regulatory institutions during the process of reception of citizens, handling of submissions and processing of complaints, accusations, petitions or grievances.

Heads of regulatory institutions shall be responsible for meeting with citizens on a periodic or irregular basis in accordance with the Law on Reception of Citizens, check and push the handling and resolution after meeting with citizens by regulatory institutions.

2. Reception of citizens by heads of regulatory institutions must be fully recorded by clerical civil servants or public employees into the Register for reception of citizens or entered into the national database of reception of citizens, handling of complaints, accusations, petitions and grievances or software for management of reception of citizens, and these records must be filed or archived at citizen reception venues. Directives from heads of regulatory institutions on handling complaints, accusations, petitions or grievances at Citizen Reception Offices must be in writing and sent to relevant entities, organizations or units for their compliance in accordance with requirements set out in these directives; must fix the time of handling thereof as per law and ensure that entities, organizations or units in change of handling these submissions are obliged to answer citizens.

3. When meeting with citizens, if subject matters are explicit, definite, grounded and fall under appropriate jurisdiction, heads of regulatory institutions should promptly answer these citizens; if subject matters are complicated, need further study or examination, deadlines and contact persons for receipt of answers or decisions should be clarified.

4. After each meeting with citizens, heads of regulatory institutions should issue notices of conclusion regarding citizen reception.

Best Regards!