Policies and regulations regarding those who receive citizens' complaints.

(Chinhphu.vn) - Policies and regulations regarding those who receive citizens' complaints are specified in detail in Government Decree No. 154/2026/ND-CP.

Officials who regularly receive citizens at the Citizen Reception Office are entitled to a uniform allowance for receiving citizens.

The government issued Decree No. 154/2026/ND-CP detailing certain provisions and organizational measures for the implementation of the Law on Receiving Citizens' Complaints. Specifically, the Decree details policies and regulations for those responsible for receiving citizens' complaints.

The decree stipulates that those who receive citizens' complaints are entitled to the following benefits and policies:

- Compensation will be provided in accordance with this Decree and other relevant legal documents.

- Providing professional training and development in handling citizen complaints.

The head of the agency, organization, or unit responsible for receiving citizens decides on the professional and technical training for the personnel responsible for receiving citizens within their agency, organization, or unit.

- Officials who regularly receive citizens at the Citizen Reception Office are entitled to uniforms for receiving citizens.

The Inspector General of the Government shall prescribe the style and standard specifications of uniforms for those who regularly interact with citizens, after obtaining the consensus of the Ministry of Finance.

The Decree stipulates that individuals assigned to receive citizens or directly serve in the work of receiving citizens and handling complaints, denunciations, petitions, and feedback are entitled to compensation as prescribed in this Decree.

Scope of application of the allowance regime for those receiving citizens, handling complaints, denunciations, petitions, and feedback.

The Decree stipulates the remuneration regime applicable to those receiving citizens, handling complaints, denunciations, petitions, and feedback at Citizen Reception Offices and citizen reception locations:

1. Central Citizen Reception Office; citizen reception locations of ministries, ministerial-level agencies, General Departments and equivalent organizations; Departments; organizations directly under ministries and ministerial-level agencies; Government Cipher Committee, agencies of the National Assembly, Supreme People's Procuracy , Supreme People's Court, State Audit Office; Central Committee of the Vietnam Fatherland Front.

2. Provincial-level citizen reception offices; citizen reception locations of specialized agencies under the Provincial People's Committee; agencies directly under specialized agencies of the Provincial People's Committee; Provincial People's Council; Provincial People's Procuracy; Provincial People's Court; Provincial Fatherland Front Committee.

3. Locations for receiving citizens at the commune level.

4. Locations for receiving citizens at public service units.

Individuals eligible for allowances when receiving citizens, handling complaints, denunciations, petitions, and feedback.

The following individuals are eligible for allowances when receiving citizens and handling complaints, denunciations, petitions, and feedback:

1. Officials, civil servants, public employees, and personnel working in cryptography; belonging to the agencies, organizations, and units specified above, who are assigned tasks by competent authorities or directly assigned to assist in receiving citizens, handling complaints, denunciations, petitions, and feedback at the Citizen Reception Office or citizen reception location.

2. The head and deputy head of agencies, organizations, and units are responsible for receiving citizens periodically or on an ad hoc basis; officials and civil servants summoned by competent authorities to perform duties of receiving citizens and handling complaints, denunciations, petitions, and feedback at the Citizen Reception Office or other designated locations.

3. Officials and civil servants; officers, non-commissioned officers, soldiers, professional military personnel and defense employees in the armed forces; cryptography personnel; civil defense, medical, and transportation officers when assigned tasks or coordination by competent authorities to receive citizens, maintain security and order, and ensure medical services at the Citizen Reception Office or citizen reception location.

4. The head, deputy head of the agency, organization, or unit, officials, civil servants, and personnel working in cryptography who are assigned by competent authorities to handle complaints, denunciations, petitions, and feedback on a full-time basis.

Principles of application and rates of compensation.

The decree stipulates that the allowance for officials and civil servants performing duties related to receiving citizens and handling complaints, denunciations, petitions, and feedback at the Citizen Reception Office or other designated locations is calculated based on working days.

For officials performing citizen reception duties at public service units and other entities, the allowance is calculated based on the actual working days of the officials and civil servants performing duties related to receiving citizens and handling complaints, denunciations, petitions, and feedback.

The Minister of Finance shall prescribe the rates of remuneration for individuals when receiving citizens, handling complaints, denunciations, petitions, and feedback; and the management, use, and settlement of remuneration.

The above decree will take effect from July 1, 2026.

Phuong Nhi

Source: https://baochinhphu.vn/chinh-sach-che-do-doi-voi-nguoi-tiep-cong-dan-102260525143538188.htm