The Regulations apply to state management advisory agencies, public service units, heads of agencies, units and persons assigned to receive citizens under the Ministry of Culture, Sports and Tourism (hereinafter referred to as agencies, units and individuals under the Ministry); Complainants, denouncers, presenters and reflectors who come to present directly at the citizen reception locations of the Ministry of Culture, Sports and Tourism and the citizen reception locations of agencies and units under the Ministry; Agencies, organizations and individuals related to citizen reception work.
Purpose of citizen reception
Instruct and explain to citizens about the content related to complaints, denunciations, recommendations and reflections in accordance with legal regulations, contributing to the dissemination and popularization of the law.
Guide and explain to people who come to make complaints, denunciations, recommendations, and reflections to comply with the guidelines, policies, laws, conclusions, and decisions of authorities that have come into legal effect; guide people who make complaints, denunciations, recommendations, and reflections to the correct agency or person with the authority to resolve them.
Receive complaints, denunciations, recommendations and reflections under the authority of the Minister of Culture, Sports and Tourism and Heads of agencies and units under the Ministry for consideration and settlement in accordance with the provisions of law.
Cases where citizens are refused access:
a) A person in a state of intoxication due to the use of stimulants, a person with a mental illness or another disease that causes loss of awareness or the ability to control his or her behavior;
b) People who threaten or insult agencies, organizations, units, people receiving citizens, people performing official duties, or commit other acts that violate the regulations of the place of citizen reception;
c) Complainants and denouncers about cases that have been resolved in accordance with policies and laws, have been inspected, reviewed, notified in writing by authorized state agencies, and have been received, explained, and guided, but still proactively prolonging their complaints and denunciations;
d) Other cases as prescribed by law.
When refusing to receive citizens in the above cases, the person receiving citizens must explain to the citizen the reason for the refusal and at the same time report to the person in charge of receiving citizens.
In case of refusal to receive citizens according to regulations, the head of the agency or unit under the Ministry shall issue a Notice of refusal to receive citizens.
Citizen reception process
When receiving a complaint, the citizen receptionist asks them to state their full name, address and present their identification papers, letter of introduction, and letter of authorization (if any).
When receiving a whistleblower, occurring or complaining, the citizen receptionist requires the whistleblower, occurring or complaining to clearly state their full name, address and present identification documents.
Minister's schedule for receiving citizens
During the process of receiving the whistleblower, the citizen receptionist must keep the whistleblower's full name, address, and handwriting confidential according to the provisions of the law on denunciation.
In case the agency or organization makes a complaint through a representative who is the head of the agency or organization, the person receiving the citizen shall request the representative to present a letter of introduction and identification papers.
In case the head of an agency or organization authorizes a representative according to the provisions of law to make a complaint, the citizen reception officer shall request the authorized person to present identification papers and the authorization letter of the authorized person.
In case the person presenting the complaint is the representative or authorized person of the complaint as mentioned in Point a, Clause 1, Article 12 of the Law on Complaints, the citizen reception officer shall request the presentation of documents proving legal representation or authorization or other relevant documents.
In case the person presenting the complaint is a representative or legally authorized person, the citizen reception officer shall carry out the same procedures as for the complaint.
In case the complainant authorizes a lawyer or legal assistant to make the complaint, the citizen reception officer shall request the lawyer or legal assistant to present the Lawyer Card, Legal Assistant Card and Complaint Authorization Paper.
In case the citizen does not have a power of attorney or the power of attorney is not in accordance with the provisions in Point a and Point b, Clause 1, Article 12 of the Law on Complaints, the citizen reception officer shall not accept the case file and clearly explain the reason, and guide the citizen to complete the necessary procedures to make a complaint in accordance with the regulations.
Receiving and initially handling complaints, denunciations, recommendations and reflections
When a citizen comes to present directly and does not have a petition, the person receiving the citizen shall guide the citizen to write a complaint, denunciation, recommendation, or reflection, or shall record fully, honestly, and accurately the content of the citizen's presentation; if any content is unclear, the citizen shall be asked to explain further, then read it again to the citizen and asked to sign or fingerprint the document to confirm.
In case a citizen comes to present and has a petition with specific and clear content, the nature of the case and the competent authority to resolve it can be clearly identified, the citizen reception officer will guide the citizen to send the petition to the competent authority for consideration and resolution according to the provisions of law.
In case many people come to complain, denounce, make recommendations or reflect on the same content, the citizen reception officer shall instruct them to choose a representative to present; record the content of the presentation and ask the representative to sign or fingerprint to confirm the document.
In case a citizen presents multiple contents, including complaints, denunciations, recommendations, and reflections, the citizen reception officer shall guide the citizen in making complaints, denunciations, recommendations, and reflections according to the provisions of law.
The reception, recording of complaints, denunciations, recommendations, reflections and guidance for citizens to write applications must be recorded in the Citizen Reception Book or entered into the citizen reception database software.
Responsibility for receiving citizens
The Minister is responsible for implementing the provisions of Clause 1, Article 18 of the Law on Citizen Reception.
When receiving citizens, the Minister shall respond to the citizen's request for resolution of the case. In case of not being able to respond immediately, he shall direct the agencies, units under the Ministry, civil servants and public employees under his management to promptly consider, resolve and notify the citizen of the response time.
Heads of agencies and units under the Ministry disseminate legal regulations on citizen reception to civil servants and public employees of their agencies and units. Directly receive citizens to listen to, consider, resolve and direct the resolution of complaints, denunciations, recommendations and reflections under their authority or under the authority of the heads of subordinate agencies and units in the work of citizen reception, handling of petitions and resolution of complaints, denunciations, recommendations and reflections.
When receiving citizens, if the matter is clear, specific, well-founded and within the authority to resolve, the head of the agency or unit must immediately respond to the citizen; if the matter is complicated and needs to be researched and considered, the deadline for resolution and the person to contact to know the resolution result must be clearly stated.
When the Minister receives citizens, he/she must fully prepare information and documents related to the content of the complaint, denunciation, recommendation, or reflection within the management area of his/her agency or unit to serve the Minister's citizen reception work.
At the end of the citizen reception, the Chief of the Minister's Office issues a notice of the Minister's and the Chief of the Minister's Office's conclusion of the citizen reception; Heads of agencies and units under the Ministry issue notices of their citizen reception conclusion.
The Decision takes effect from the date of signing and replaces Decision No. 142/QD-BVHTTDL dated January 17, 2024 of the Minister of Culture, Sports and Tourism promulgating the Regulations on citizen reception of the Ministry of Culture, Sports and Tourism.
Source: https://bvhttdl.gov.vn/ban-hanh-quy-che-tiep-cong-dan-cua-bo-van-hoa-the-thao-va-du-lich-20250704085605949.htm
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