Pay attention to handling citizens' complaints and denunciations

(Baonghean) - Resolving complaints and denunciations is an important criterion to evaluate the capacity and work efficiency of heads of agencies, units and responsible officials and civil servants.

Vinh City has a large number of complaints and denunciations, accounting for 29-33% of the total number of the whole province, so this work has been taken up by the entire political system with many concentrated and drastic measures and solutions. The city also has a policy that wherever complaints arise, they must be resolved immediately; that is, resolved right at the blocks and hamlets through mediation work.

Provincial Inspectorate officers review the progress of resolving a number of cases. Photo: Mai Hoa

Party Secretary of Trung Do Ward - Tran Quang Dai affirmed that in Trung Do Ward, when people's petitions are sent to the ward without a mediation document at the grassroots level, the ward will not accept them and will return them to the blocks for mediation, except in cases where the mediation is unsuccessful or beyond the authority.

In Ben Thuy ward, the handling of petitions and complaints from the people, first of all, is the role and responsibility of the officer in charge of handling petitions of the ward, who must promptly and accurately advise the Party Committee and the government in this work; at the same time, mobilize the participation of the entire political system in the ward and the blocs.

Mr. Nguyen Van Lu - Standing Deputy Secretary of the City Party Committee, Chairman of the City People's Council, affirmed: Every week, the City Party Committee and the City People's Committee hold meetings to discuss measures to resolve complicated petitions, large crowds or when detecting signs of violations, in which direct dialogue with citizens is increased. Thanks to that, although the number of petitions arising is large, the resolution rate in recent times is quite high. In the first 6 months of the year, the city received and resolved 764/821 cases under its jurisdiction, reaching 93%; ward and commune levels received and resolved 294/321 cases, reaching 91.6%.

In order to innovate and improve the effectiveness of handling complaints and denunciations, the People's Committee of Yen Thanh district issued the Project "Innovating and improving the quality of public reception, handling complaints and denunciations, period 2016 - 2020 and the following years". Accordingly, it is clearly understood that handling complaints and denunciations of citizens is the responsibility of the Chairmen of People's Committees at all levels, heads of agencies and units; and included in the criteria for evaluating the performance of the heads of government, agencies and organizations annually.

The Committee for Culture and Society (Provincial People's Council) surveyed the implementation of the process of investigation, review and assessment of poor households. Photo courtesy

On the basis of clearly defining responsibilities and the process of receiving petitions, Yen Thanh focuses on classifying them according to content and authority to resolve them specifically to ensure clear identification of people, tasks, and responsibilities, avoiding the situation where superiors "kick" them to subordinates and vice versa.

Mr. Phan Van Tuyen - Chairman of the District People's Committee, shared: For some areas with "hot spots" and complicated and prolonged complaints, the Chairman and Vice Chairmen of the District People's Committee in charge of related fields and specialized departments at the district level personally went to the grassroots to find out the reality to handle. Thanks to the above innovations, the rate of resolving complaints and denunciations is increasing. In the first 6 months of the year, the resolution rate at the district level was 90% and at the commune level was 89%.

Comrade Nguyen Van Lu - Standing Deputy Secretary of Vinh City Party Committee discussed the inspection and supervision work after the review in the spirit of Resolution 4 of the 12th Central Committee of Vinh City. Photo: Document

For petitions under the Department's responsibility to inspect and verify to advise the Provincial People's Committee on how to resolve them, the Department of Natural Resources and Environment will directly send a team of officers with good knowledge of the law, with specialized expertise and working full-time at the Department's Inspection Department to the place where the petitions arise to conduct an actual investigation; study legal documents, including previous handling results of competent agencies to serve as a basis for advising the Provincial People's Committee on handling; there are cases that require multiple dialogues with citizens and organizations...

The Department of Natural Resources and Environment has also issued and implemented a fairly strict and systematic procedure for handling petitions. Petitions are clearly classified: first, guiding citizens to the competent authority for resolution; second, transferring petitions to the competent authority for resolution; third, keeping track of petitions that are beyond the authority to resolve or have been answered many times.

The direct staff of this Department also actively propagates and explains to the people to understand the provisions of the law, as well as the "feelings" in life. Thereby, there are a number of cases where people proactively withdraw their petitions or reconcile with each other. For petitions that have been sent many times and have been resolved beyond their authority, the Department staff personally directly dialogues and announces the suspension of receiving petitions from citizens. From doing a good job of resolving petitions, many concerns and hot spots regarding land, environment, and minerals have been significantly reduced recently.

In general assessment of the work of handling complaints and denunciations of citizens in the province, Mr. Pham Hong Son - Deputy Chief Inspector of the province, affirmed that in recent times, through the implementation of the Law on Complaints and the Law on Denunciations, effective from July 1, 2012; Directive No. 23-CT/TU dated September 9, 2014 of the Provincial Party Standing Committee on strengthening the Party's leadership in the work of receiving citizens and handling complaints and denunciations and many directives and urging documents of the Provincial People's Committee, all levels and branches from the province to the grassroots have focused on building a specific handling process, clearly stating the work, clearly stating the agency and unit in charge. Considering the results of handling complaints and denunciations as an important criterion to evaluate the capacity and effectiveness of the work of heads of agencies, units and responsible officials and civil servants. Since then, the quality and rate of handling complaints and denunciations have increasingly improved, reaching a general rate of 96% or more...

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