Resolving complaints and denunciations: Defusing the "time bomb" at the grassroots level!

(Baonghean.vn) - In order to promptly resolve issues arising at the grassroots level, the work of receiving citizens and resolving complaints and denunciations needs to be improved in quality and overcome existing shortcomings and limitations…

In recent years, the Quỳnh Hậu commune (Quỳnh Lưu district) has seen many large-scale projects such as the expansion of National Highway 1A, the Bình Sơn drainage canal project, and the road connecting National Highway 1A through the communes of Quỳnh Hậu, Quỳnh Đôi, and Quỳnh Minh to the Quỳnh Beach tourist area… directly affecting the rights of the people. While some localities have seen complaints and lawsuits regarding compensation for land clearance, in Quỳnh Hậu, the people have been supportive and facilitated the projects' timely implementation. Mr. Hồ Văn Hóa, Chairman of the Quỳnh Hậu Commune People's Committee, said: To achieve high levels of consensus from the people, in addition to relying on state documents, local leaders must also educate the people to understand that this is a legitimate initiative that ensures common interests, and then clearly explain the compensation rates…

According to Mr. Hoa, to create consensus among the people, it is necessary to effectively implement democratic regulations, creating conditions for people to discuss, participate in, and supervise all activities in the locality... If people still have concerns, officials will directly answer them and discuss together to find solutions. In particular, always focusing on carrying out ideological work with the people before major projects, thanks to which the people agree and support, and no complaints or lawsuits occur later.

The village committee of Hamlet 5, Quynh Lien commune (Hoang Mai town) held a meeting to discuss mediation work.

Over the years, Quynh Hau has consistently been recognized as a locality that excels in handling complaints and denunciations, and has implemented many effective measures in disseminating and popularizing laws in this field. As a result, in 2014, the commune received no complaints or denunciations, and only 7 cases of citizens requesting resolution regarding land-related issues were handled, all of which were resolved.

In recent times, Nghi Huong ward (Cua Lo town) has also intensified its efforts in disseminating legal knowledge to the people. The methods of dissemination are diverse and varied, including legal knowledge contests, articles, and legal news bulletins on the radio system. In addition, the ward collaborates with relevant agencies to organize mobile legal aid services for the people, focusing on and integrating content related to complaints and denunciations, especially disseminating legal regulations on mass and escalated complaints to ensure people understand and avoid making mistakes that could affect the local political security situation. Furthermore, the ward has maximized the role of organizations, associations, and self-governing neighborhood groups in disseminating legal information to the people, ensuring that the dissemination reaches each individual, household, and target group effectively.

Sharing his experience in handling complaints and denunciations at the local level, Mr. Hoang Thai Son, Chairman of the People's Committee of Nghi Huong Ward, said: "When receiving letters from citizens, the specialized department of the ward quickly analyzes the content. We persistently resolve issues within the ward's jurisdiction, and for issues beyond our authority, we guide citizens to higher-level functional agencies for consideration and resolution. This is a solution to end the situation of shirking and avoiding responsibility. It is necessary to defuse the 'trigger' at the point where the complaint originates to prevent it from becoming a hot spot and affecting people's trust in the government."

It can be seen that, over the years, especially since the Law on Complaints and the Law on Denunciations came into effect on July 1, 2012, the work of resolving complaints and denunciations in general, and at the commune level in particular, has achieved certain results. According to the report of the Provincial Inspectorate, in 2014, the People's Committees at the district and commune levels resolved 286 out of 297 cases, reaching 96.3%. In the first quarter of 2015 alone, they resolved 79 out of 94 cases, reaching 84%. Through the resolution of complaints and denunciations, the legitimate rights and interests of citizens have been protected; violations of the law have been promptly detected and handled to maintain discipline and order at the grassroots level, creating trust among the people in the government and state management agencies.

However, in reality, the handling of complaints and denunciations still has limitations and shortcomings. According to Mr. Nguyen Chi Nham, Chief Inspector of the province, in some places, local authorities have not paid sufficient attention to the handling of complaints and denunciations. When complaints and denunciations arise, some local authorities have not fulfilled their responsibilities, lacking attention to resolving the issue at its source – where the complaint or denunciation originates. In many cases, evidence collection is incomplete, conclusions are inaccurate, laws are applied rigidly, and solutions are unconvincing, leading to public disagreement and further complaints and denunciations. The dissemination of information, education, persuasion, guidance for complainants and denunciations, and mediation at the grassroots level have not received adequate attention, resulting in simple cases still being escalated to higher levels of complaint and denunciation. Not to mention, some cases have been resolved legally, with official closing documents, in a fair and reasonable manner, but some citizens deliberately refuse to understand and continue to send petitions to various authorities, such as the complaints of Mr. Truong Minh Duc, Mr. Bui Xuan Chinh, Mr. Nguyen Quang Doan, residing in Vinh City; Mr. Cao Viet Cuong, Mr. Nguyen Dai Sang residing in Quy Hop district…

Ms. Nguyen Thi Thanh Tam, Deputy Director of the State Legal Aid Center of Nghe An province, also stated that if the incident occurs and the local level promptly considers and resolves it in accordance with policies and laws, with reason and compassion, then the people will agree and accept the resolution, ending the complaint at the local level. If the local level fails to resolve or resolves it incorrectly, the people will complain to higher levels, and the matter will become tense, complicated, and difficult to resolve...

To improve the effectiveness of resolving citizens' complaints and denunciations, it is necessary to strengthen grassroots mediation, enhance communication skills and other skills for officials working with citizens and civil servants handling complaints and denunciations. For cases that have been resolved multiple times without success, direct dialogue should be organized, information gathered from various channels before holding a dialogue; persistent explanation and persuasion are required to ensure that people understand, trust, and support the resolution…

Quang An