What actions or inactions of the service provider may be considered as the violation of rights?

The grounds for filing a complaint may be the following:

• an unjustified rejection to provide the service;
• the violation of the time period for the service provision;
• an incomplete or improper service provision;
• the requirement to provide redundant or unjustified documents;
• an inaction, abuse of powers, unethical behavior during the public service provision;

other violations.

Under the violation of rights, the service recipient has the right to file a complaint toward the service provider, the authority for assessment and oversight of the quality of the public services provision, the Agency for Civil Service Affairs and its territorial departments.

The ways for filing a complaint are as follows:

• in a hard copy through the service provider’s office;
• in the Portal “e-Otinish.kz”;
• personal account - “Citizens’ appeal” in the Portal “eGov.kz”;
• Telegram bot @EgovKzBot2.0 — “Complaint” section;
• Call center 1414;
• Other ways.

According to Article 25 of the Law "On Public Services" the complaint regarding the public service provision shall be submitted to the head of the service provider. The service recipient's complaint shall be reviewed by the head within 5 business days from the date of complaint’s registration.

In addition, in the case of disagreement with the public service outcome, the service recipient has the right to file
a complaint with the authority for assessment and oversight the quality of public service provision. The service recipient's complaint received by the authority shall be reviewed within 15 business days from the date of its registration.

Another way to appeal the public service provision outcome is to appeal to the court in accordance with the procedure established by the laws of the Republic of Kazakhstan.