Specifics of handling complaints about the provision of public services

1. Complaints of service recipients regarding the provision of public services are subject to consideration in accordance with the legislation of the Republic of Kazakhstan, taking into account the specifics established by this Law.
2. The complaint of the service recipientreceived by the central state body, local executive body of the region, city of republican significance, capital, district, city of regional significance, akim of the district in the city, city of district significance, village, village, rural district, service provider, State corporation directly providing public services, is subject to consideration within five days. working days from the date of its registration.

The complaint of the service recipientreceived by the authorized body for evaluating and controlling the quality of public services is subject to consideration within fifteen working days from the date of its registration.

3. Based on the results of consideration of the complaint, the authorized body for evaluating and controlling the quality of public services rendered must:

 1) provide a comprehensive study of the reasons for the service recipient's dissatisfaction with the decision taken by the central state body, local executive body of the region, city of republican significance, capital, district, city of regional significance, akim of the district in the city, city of district significance, village, village, rural district, service provider, State corporation on his complaint;

 2) if the fact of non-compliance with the legislation of the Republic of Kazakhstan in the provision of public services is established by the central state body, local executive body of the region, city of republican significance, capital, district, city of regional significance, akim of the district in the city, city of district significance, village, village, rural district, send proposals to their address for adoption measures to restore the violated rights, freedoms and legitimate interests of the service recipient;

3) monitor the timeliness and completeness of satisfaction of the service recipient's complaint by the central state body, local executive body of the region, city of republican significance, capital, district, city of regional significance, akim of the district in the city, city of district significance, village, village, rural district.

4. The term of consideration of a complaint by the authorized body for assessing and controlling the quality of public services rendered, the central state body, the local executive body of a region, a city of republican significance, the capital, a district, a city of regional significance, the akim of a district in a city, a city of district significance, a village, a village, a rural district is extended for no more than ten working days days if necessary:

1) conducting additional investigation or verification of the complaint or on-site verification;

2) get more information.

      In case of prolongation of the term of consideration of the complaint, the official authorized to consider complaints, within three working days from the date of extension of the term of consideration of the complaint, informs in writing (when filing a complaint on paper) or electronically (when filing a complaint in electronic form) to the service recipientwho filed the complaint about the extension of the term of consideration of the complaint indicating the reasons for the extension.

      A footnote. Article 25 as amended by the Laws of the Republic of Kazakhstan No. 408-V dated 17.11.2015 (effective from 01.03.2016); No. 272-VI dated 25.11.2019 (effective after ten calendar days after the date of its first official publication).

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