The procedure for appealing decisions, actions (inaction) of service providers and (or) their officials on the provision of public services

The procedure for appealing decisions, actions (inaction) of service providers and (or) their officials on the provision of public services

1. In cases of disagreement with the results of the provided public service, or incorrect service, the complaint is submitted to the name of the head of the relevant service provider, where the service recipient or his representative has submitted an application;
2. A complaint at the choice of the service recipient is filed by contacting:

1) to the office of the service provider;

2) to the head's blog located on the service provider's Internet resource.

3. Information on the procedure for appealing can also be obtained by calling the single contact center for the provision of public services: 1414.
4. The accepted complaint is registered in the office of the service provider. Confirmation of acceptance of the complaint is the issuance of a coupon indicating the date and time, surname and initials of the official who accepted the complaint to the service recipient who submitted the complaint.

The complaint is addressed to an official who is responsible for resolving the issues raised in the complaint. The complaint shall contain the surname, first name, patronymic, postal address of the service recipient of the public service, the date of filing the complaint and the signature of the service recipient of the public service.

When filing a complaint, the position, surnames and initials of officials, whose actions or omissions are being appealed, are indicated, the reasons for the appeal and the requirements.

When sending a complaint through the portal, information on the progress of the complaint (a mark on delivery, registration, execution, result of consideration) is available in the “personal account” of the service recipient.

In case of disagreement with the results of the provided public service, the service recipient has the right to go to court in the manner prescribed by the legislation of the Republic of Kazakhstan.

5. The consideration of complaints is carried out in the manner and terms provided for by the Law of the Republic of Kazakhstan dated April 15, 2013 "On public services":

1) the service recipient's complaint received by the service provider is subject to consideration within five working days from the date of its registration;

2) the service recipient's complaint received by the authorized body for the assessment and control over the quality of the provision of public services is subject to consideration within fifteen working days from the date of its registration;

3) the term for consideration of the complaint by the authorized body for the assessment and control over the quality of the provision of public services, the local executive body of the region, the city of republican significance, the capital, district, city of regional significance, city of district significance shall be extended by no more than ten working days if necessary:

conducting additional investigation or verification on a complaint or on-site verification;

for more information.

In the event of an extension of the period for considering a complaint, an official authorized to consider complaints shall notify the service recipient in writing (when filing a complaint on paper) or electronically (when filing a complaint in electronic form) within three working days from the date of extension of the period for considering a complaint who filed a complaint on the extension of the term for consideration of the complaint, indicating the reasons for the extension.