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 Annex 4 to these Rules.
The complaint is submitted in writing by mail, via the portal or on purpose through the office of the service provider on working days.
In the complaint:
1) an individual - specify his last name, first name, patronymic (if any) postal address, contact phone number;
2) a legal entity - its name, postal address, outgoing number and date. The request is signed by the service recipient.
Confirmation of the acceptance of the complaint is its registration (stamp, incoming number and date) in the office of the service provider, indicating the surname and initials of the person who accepted the complaint, the time and place of receiving a response to the filed complaint.
When applying through the portal, information about 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 the 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:
a service provider that directly provides a public service within 5 (five) working days from the date of its registration;
the authorized body for the assessment and control of the quality of the provision of public services within 15 (fifteen) working days from the date of its registration.
The term of consideration of the complaint by the service provider, the authorized body for assessing and monitoring the quality 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 an additional study or inspection on the complaint or an on-site inspection;
2) for more information.
In the event of an extension of the term for consideration of a complaint, the official authorized to consider complaints, within 3 (three) working days from the date of extension of the term for consideration of the complaint, informs the applicant in writing (when filing a complaint on paper) or electronically (when filing a complaint in electronic form) about the extension of the term for consideration of the complaint, indicating the reasons for the extension.
9. In cases of disagreement with the results of the decision of the service provider, the service recipient applies to the court in accordance with subparagraph 6) of paragraph 1 of Article 4 of the Law.