The procedure for appealing decisions, actions (inaction) of service providers and (or) their officials on the provision of public services
In order to appeal against decisions, actions (omissions) of the service provider and (or) its officials on the provision of public services, a complaint is filed to the management of the service provider at the address specified in paragraph 7 of Appendix 4 to these Rules. The complaint is submitted in writing by mail, through the portal, or on purpose through the office of the service provider on business days.
In the complaint:
1) an individual - his last name, first name, patronymic (if any), postal address, and contact phone number are indicated.;
2) a legal entity - its name, postal address, outgoing number and date. The request is signed by the service recipient.
Confirmation of acceptance of the complaint is its registration (stamp, incoming number and date) in the office of the service provider, indicating the last name and initials of the person who accepted the complaint, the date and place of receipt of the response to the complaint.
When contacting the portal, information on the appeal procedure can be obtained by calling the Unified Contact Center 1414, 8 800 080 7777.
When sending a complaint through the portal to a service recipient, information about the request is available from the "personal account", which is updated during the processing of the request by the service provider (notes on delivery, registration, execution, response on consideration or refusal to consider).
The complaint of the service recipient in accordance with paragraph 2 of Article 25 of the Law is subject to consideration.:
by a service provider who directly provides a public service within 5 (five) business days from the date of its registration;
the authorized body for the assessment and control of the quality of public services within 15 (fifteen) working days from the date of its registration.
The period for consideration of the complaint by the service provider, the authorized body for assessment and quality control of public services in accordance with paragraph 4 of Article 25 of the Law is extended for no more than 10 (ten) working days, if necessary.:
1) conducting additional investigation or verification of the complaint or on-site verification;
2) getting more information.
In case of extension of the time limit for consideration of the complaint, the official authorized to consider complaints, within 3 (three) working days from the date of extension of the time limit for consideration of the complaint, shall inform the applicant who filed the complaint in writing (when filing the complaint on paper) or electronically (when filing the complaint electronically) about the extension of the time limit. consideration of the complaint, indicating the reasons for the extension.