Appendix 21 to the Order of the Minister of Health and Social Development of the Republic of Kazakhstan dated April 28, 2015 No. 279
Footnote. The upper-right corner of the appendix in the wording of the order of the Minister of Labor and Social Protection of the Population of the Republic of Kazakhstan dated 25.12.2017 No. 446 (effective from 01.01.2018).
State service Standard
"Assignment of social assistance to certain categories
of citizens in need by decisions of local representative
bodies"
Chapter 1. General provisions
Footnote. The title of Chapter 1 in the wording of the Order of the Minister of Labor and Social Protection of the Population of the Republic of Kazakhstan dated 30.11.2018 No. 516 (entered into force after the day of its first official publication).
The state service "Assignment of social assistance to certain categories of citizens in need by decisions of local representative bodies" (hereinafter referred to as the state service).
The state service standard was developed by the Ministry of Labor and Social Protection of the Population of the Republic of Kazakhstan (hereinafter – the Ministry).
Footnote. Paragraph 2 as amended by the Order of the Minister of Labor and Social Protection of the Population of the Republic of Kazakhstan dated 04.07.2017 No. 190 (entered into force after the day of its first official publication).
The state service is provided by the local executive bodies of the cities of Nur-Sultan, Almaty and Shymkent, districts and cities of regional significance (hereinafter referred to as the service provider).
Acceptance of the application and issuance of the result of the provision of public services is carried out through:
1) the service provider;
2) akim of the settlement, village, rural district (hereinafter-akim of the rural district);
3) e-government web portal: www.egov.kz (hereinafter referred to as the portal) persons with disabilities and persons with socially significant diseases.
Footnote. Item 3 as amended by the Order of the Minister of Labor and Social Protection of the Population of the Republic of Kazakhstan dated 06.11.2019 No. 594 (entered into force after ten calendar days after the date of its first official publication).
Chapter 2. Procedure for the provision of public services
Footnote. The title of Chapter 2 in the wording of the Order of the Minister of Labor and Social Protection of the Population of the Republic of Kazakhstan dated 30.11.2018 No. 516 (entered into force after the day of its first official publication).
Term of public service provision:
1) from the moment of delivery of the package of documents to the service provider or the akim of the rural district, as well as when contacting the portal – 8 (eight) working days;
In cases of insufficient documents for the provision of social assistance, or the inability of the applicant to provide the necessary documents in connection with their damage, loss, the term for the provision of public services - 20 (twenty) working days;
2) the maximum allowed waiting time for the delivery of a package of documents is 30 minutes;
3) the maximum allowed service time of the service recipient is 30 minutes.
The form of the public service provided: electronic (partially automated) and (or) paper.
The result of the provision of public services: notification of the appointment of social assistance.
The form of providing the result of the provision of public services: electronic and (or) paper.
On the portal, the notification of the appointment of social assistance, as well as information about the appointment of social assistance, is sent to the "personal account" of the service recipient in the form of an electronic document certified by an electronic digital signature (hereinafter – EDS) of the authorized person of the service provider.
The state service is provided free of charge to individuals (hereinafter referred to as the service recipient).
Work schedule:
1) service provider-posted on the Internet resource www.mzsr.gov.kz, section " Public services";
2) akim of the rural district - from Monday to Friday inclusive from 9.00 to 18.00 hours, with a lunch break from 13.00 to 14.00 hours, except weekends and holidays according to the Labor Code of the Republic of Kazakhstan.
Acceptance of the application and issuance of the result of the provision of public services: from 9.00 to 17.30 hours with a lunch break from 13.00 to 14.30 hours.
The state service is provided on a first-come, first-served basis without prior appointment and accelerated service;
3) portal-around the clock, with the exception of technical breaks associated with the repair work (when the service recipient applies after the end of working hours, on weekends and holidays in accordance with the Labor Code of the Republic of Kazakhstan, the application is accepted and the result of the provision of public services is issued on the next working day).
The service recipient, when applying for the provision of public services, provides an application of any form indicating consent to the collection and processing of personal data necessary for the appointment of social assistance and the following documents:
to the service provider or the akim of the rural district:
1) an identity document;
2) a document confirming the registration at the permanent place of residence;
3) information on the composition of the applicant's family in accordance with Annex 1 to this standard of public services;
4) information about the income of a person (family members);
5) an act and / or a document confirming the occurrence of a difficult life situation.
The documents are submitted in originals and copies for verification, after which the original documents are returned to the service recipient.
To the portal:
for the provision of public services – an application for the appointment of social assistance to certain categories of citizens in need by decisions of local representative bodies in accordance with annex 2 to this standard of public services;
to obtain information about the provision of public services-a request in the form of an electronic document certified by the EDS of the service recipient.
The information of the identity document, the document confirming the registration at the permanent place of residence, the document confirming the disability, the document confirming the presence of a person with a socially significant disease specified in the electronic application, the service recipient receives from the relevant state information systems through the gateway of the "electronic government".
When the service recipient submits all the required documents, the service recipient is issued:
the service provider or the akim of the rural district has a ticket indicating the date of registration and the date of receipt of the state service, the name and initials of the person who accepted the documents;
through the portal - in the" personal account " of the service recipient, the status of acceptance of the request for the provision of public services is displayed.
9-1. The service provider refuses to provide a public service on the following grounds:
1) establishing the unreliability of the documents submitted by the service recipient for receiving the state service, and (or) the data (information) contained therein;
2) non-compliance of the service recipient and (or) the submitted materials, data and information necessary for the provision of public services with the requirements established by the Rules for the Provision of Social Assistance, setting the size and determining the list of certain categories of citizens in need, approved by the Decree of the Government of the Republic of Kazakhstan dated May 21, 2013 No. 504.
Footnote. The standard is supplemented by paragraph 9-1 in accordance with the order of the Minister of Labor and Social Protection of the Population of the Republic of Kazakhstan dated 06.11.2019 No. 594 (it is put into effect after ten calendar days after the date of its first official publication).
9-2. If the service recipient eliminates the reasons for the refusal to provide the state service, the service recipient applies again to receive the state service in accordance with the procedure established by this Standard.
Footnote. The standard is supplemented by paragraph 9-2 in accordance with the order of the Minister of Labor and Social Protection of the Population of the Republic of Kazakhstan dated 06.11.2019 No. 594 (it is put into effect after ten calendar days after the date of its first official publication).
Chapter 3. Procedure for appealing decisions, actions (inaction) of the service provider and (or) its officials on the provision of public services
Footnote. The title of Chapter 3 in the wording of the Order of the Minister of Labor and Social Protection of the Population of the Republic of Kazakhstan dated 30.11.2018 No. 516 (entered into force after the day of its first official publication).
Appeal against decisions, actions (inaction) of the service provider and (or) its officials on the provision of public services the complaint is filed to the head of the service provider or the akims of the cities of Nur-Sultan, Almaty and Shymkent, districts and cities of regional significance (hereinafter – Akim) at the addresses specified in paragraph 12 of this standard of public services.
The complaint is submitted in writing by mail or on purpose through the office of the service provider, or the akimat of the cities of Nur-Sultan, Almaty and Shymkent, districts and cities of regional significance (hereinafter-the akimat).
Confirmation of acceptance of the complaint is its registration (stamp, incoming number and date) in the office of the service provider, or akimat, indicating the name and initials of the person who accepted the complaint, the date and place of receipt of the response to the complaint.
The complaint of the service recipient received by the service provider or the akim is subject to consideration within 5 (five) working days from the date of its registration.
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 (marks on delivery, registration, execution, response on consideration or refusal of consideration).
In case of disagreement with the results of the rendered public service, the service recipient submits a complaint to the authorized body for the assessment and control of the quality of the provision of public services.
The complaint of the service recipient, received by the authorized body for the assessment and control of the quality of public services, is subject to consideration within 15 (fifteen) working days from the date of its registration.