Procedure for appealing decisions, actions (inaction) of service providers, and (or) their officials on issues of rendering public services
Information on issues of rendering public and other services can be obtained by calling the Unified Contact Center (UCC) - information and reference service 1414 or 8-800-080-7777 (free call).
In cases of disagreement with the results of the rendered public service, a complaint against the decision, actions (inaction) of the service provider is submitted to the name of the head of the service provider, to the authorized body for assessment and control over the quality of rendering public services (hereinafter - the body considering the complaint), in accordance with the legislation of the Republic of Kazakhstan.
The service provider is the official whose decision, action (inaction) is appealed, no later than 3 (three) working days from the date of receipt of the complaint sends it to the body considering the complaint.
In this case, the service provider, official whose decision, action (inaction) is appealed, does not send a complaint to the body considering the complaint if it makes a decision or takes an administrative action within 3 (three) working days that fully satisfies the requirements specified in the complaint.
A complaint from a service recipient received by the central government 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, settlement, village, rural district, service provider, State Corporation directly rendering public services, is subject to review within 5 (five) working days from the date of its registration.
A complaint from a service recipient received by the authorized body for assessment and control over the quality of public services, is subject to review within 15 (fifteen) working days from the date of its registration.
The period for consideration of a complaint shall be extended by no more than 10 (ten) working days in cases where it is necessary to:
1) conduct an additional study or inspection of the complaint or an on-site inspection;
2) obtain additional information.
In the event of an extension of the period for consideration of a complaint, the official authorized to consider complaints shall, within three working days from the date of extension of the period for consideration of the complaint, notify in writing (if the complaint is filed on paper) or electronically (if the complaint is filed electronically) the service recipient who filed the complaint of the extension of the period for consideration of the complaint, indicating the reasons for the extension.
Unless otherwise provided by law, filing a complaint with a court is permitted after an appeal in a pre-trial manner.