In cases of disagreement with the results of the public service rendered, or incorrect service, the complaint is filed to the head of the relevant service provider, where the service recipient or its representative filed an application;
A complaint about the choice of the service recipient is submitted by contacting:
1) to the office of the service provider;
2) to the Manager's blog located on the service provider's Internet resource.
Information about the appeal procedure can also be obtained by calling the unified contact center for public services: 1414.
The accepted complaint is registered in the office of the service provider. Confirmation of acceptance of the complaint is the issuance of a ticket to the service recipient who filed the complaint, indicating the date and time, surname and initials of the official who accepted the complaint.
The complaint is addressed to the official responsible for resolving the issues raised in the complaint. In the complaint the surname, name, patronymic, the postal address of the recipient of the state service, date of complaint and signature of the applicant public services.
When filing a complaint, the position, names and initials of the officials whose actions or omissions are being appealed, the reasons for the appeal and the requirements are indicated.
When sending a complaint through the portal, information about the progress of the complaint review (a note about delivery, registration, execution, and the result of the review) is available in the service recipient's "personal account".
In case of disagreement with results of the rendered state service, service recipient has the right to appeal to court in accordance with legislation of the Republic of Kazakhstan.
Complaints are considered in accordance with the procedure and terms stipulated by the Law of the Republic of Kazakhstan dated April 15, 2013 "on public services":
1) the complaint of the service recipient received by the service provider is subject to review within five working days from the date of its registration;
2) the complaint of the service recipient received by the authorized body for evaluating and monitoring the quality of public services is subject to review within fifteen working days from the date of its registration;
3) the term of consideration of the complaint by the authorized body to assess and monitor the quality of public services, the local Executive body of oblast, city of Republican significance, capital, district, city of oblast significance, cities of regional importance, shall be extended for not more than ten working days when necessary;
4) conducting additional investigation or verification of the complaint or on-site verification;
5) get more information.
In case of prolongation of term of consideration of complaints officer, has the authority to consider complaints within three working days from the date of extension of term of consideration of the complaints reported in writing (with the filing of a complaint on paper) or electronic form (if the filing of a complaint in electronic form) the applicant that submitted the complaint about prolongation of term of consideration of the complaint including the reasons for the extension.