To appeal against decisions, actions (omissions) of the service provider and (or) its officials regarding the provision of Public Services, a complaint is sent to the head of the service provider at the address specified in paragraph 7 of Annex 4 to these rules.
The complaint is submitted in writing by mail, through the portal or on purpose to the service provider's office on weekdays.
In the complaint:
1) an individual - his / her last name, first name, patronymic (if any), postal address, contact phone number;
2) legal entity - its name, postal address, outgoing number and date. The complaint is signed by the service recipient.
Confirmation of acceptance of the complaint is registration (stamp, incoming number and date) in the service provider's office, indicating the name of the person who accepted the complaint, the time and place of receiving a response to the complaint.
When applying through 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 to the service recipient through the portal from the "personal account", information about the application is available, which is updated during the processing of the application by the service provider (delivery mark, registration, execution, response to consideration or refusal to accept for consideration).
The service recipient is subject to consideration in accordance with paragraph 2 of Article 25 of the law:
within 5 (five) working days from the date of registration of the direct service provider of the public service;
within 15 (fifteen) working days from the date of registration of the authorized body for assessing and monitoring the quality of public services.
The term of consideration of the complaint by the service provider, the authorized body for assessing and controlling the quality of Public Services is extended for a period of no more than 10 (ten) working days, if necessary, in accordance with paragraph 4 of Article 25 of the law:
1) conduct an additional study or inspection on the complaint, or conduct an on-site inspection;
2) get more information.
In case of extension of the term of consideration of the complaint, the official, within 3 (three) business days from the date of extension of the term of consideration of the complaint, informs the applicant who submitted the complaint in writing (when the complaint is submitted on paper) or in electronic form (when the complaint is submitted in electronic form) with an indication of the reasons for extension.
9.in cases of disagreement with the results of the rendered public service, the service recipient may apply to the court in accordance with subparagraph 6) of Paragraph 1 of Article 4 of the law.