Do a good job of receiving citizens, handling complaints and denunciations

Over the past years, the Party Committees and authorities at all levels in the province have focused on directing the implementation of citizen reception, complaint and denunciation settlement and whistleblower protection, achieving many important results. Many long-standing cases have been completely resolved; arising cases have been discussed and resolved right at the grassroots level, early and remotely, contributing to maintaining political security and social order and safety in the province.

Comrade Nguyen Dinh Viet, Deputy Secretary of the Provincial Party Committee, Chairman of the Provincial People's Committee, periodically received citizens in October 2025. Photo: PV

Realizing the importance of citizen reception and complaint and denunciation settlement, every year, the Provincial Inspectorate proactively advises the Provincial People's Committee to direct departments, branches and localities to thoroughly grasp and fully implement documents of the Central Government and the province; grasp the situation of complaints, denunciations, recommendations and reflections right at the grassroots level; improve responsibility and effectiveness of citizen reception and case settlement; organize periodic dialogues according to regulations. At the same time, focus on thoroughly resolving outstanding and prolonged cases and cases arising from the grassroots level, not allowing complaints to go beyond the level.

Ms. Luong Thi Loan, Head of Professional Department 1, Provincial Inspectorate, said: The work of receiving citizens, handling complaints and denunciations in the province has achieved many important results, well protecting the interests of the State, the legal and legitimate rights of organizations and individuals; promptly detecting, preventing and strictly handling violations of the law. In the past 5 years, administrative agencies have received 5,359 visits with 8,944 people coming to complain, denounce, petition, and reflect on 8,746 cases; received 15,143 petitions, denunciations, petitions, and reflections. 7,949 petitions, denunciations, petitions, and reflections have been considered and resolved according to the provisions of law (there were no mass petitions beyond the level).

The Inspectorate has implemented many solutions to improve the effectiveness of citizen reception and complaint and denunciation settlement. Propaganda work has been promoted to raise awareness and responsibility of leaders, cadres, civil servants and public employees in performing their duties. Inspection and examination of responsibility for law enforcement on citizen reception, complaints and denunciations have been strengthened, promptly correcting shortcomings.

Officers of Department 1, Provincial Inspectorate discussed handling petitions and inspections, contributing to stabilizing the situation at the grassroots level.

The sector also applies many new methods such as enhancing dialogue, advocacy, persuasion, enhancing accountability and listening to people's opinions, promoting people's mastery. Coordination between agencies in receiving and handling petitions is increasingly effective, reducing duplicate petitions, avoiding the situation where a case is handled in many places, creating consensus in handling. In addition, the application of information technology and digital transformation in document management, receiving and handling petitions is expanded, contributing to more scientific and effective data management.

In addition to the achieved results, the work of receiving citizens and handling complaints and denunciations still has some limitations: Some complaints are resolved later than the statutory time limit, mainly complicated cases involving many households. In some agencies and units, leaders have not fully recognized their responsibilities, leading to the lack of initiative in receiving citizens and handling complaints and denunciations; there are even situations of pushing and avoiding.

In the coming time, the Provincial Inspectorate will continue to advise on the effective implementation of state management of complaints and denunciations; focus on resolving arising cases, striving to achieve a rate of over 85% of cases being resolved according to regulations. The reception and processing of petitions will be directed resolutely, not allowing backlogs, not allowing hot spots to form, limiting the situation of complaints beyond the level and in large numbers.

Along with that, the province strengthens dialogue, publicizes settlement results; promotes reconciliation, mobilizes and persuades people to stop making complaints and denunciations that are not in accordance with regulations. The authorities proactively grasp the situation, promptly handle cases on the basis of law and practice, ensuring the legitimate rights and interests of citizens. At the same time, training and professional development for the team of leaders and civil servants working in receiving citizens and handling petitions will be enhanced after relevant laws are amended and supplemented.

The synchronous implementation of solutions will create changes in the awareness and actions of the whole society, contributing to improving the effectiveness of state management, strengthening people's trust and building a service-oriented, transparent and responsible administration.

Source: https://baosonla.vn/dien-dan-cu-tri/thuc-hien-tot-cong-tac-tiep-cong-dan-giai-quyet-don-thu-khieu-nai-to-cao-SYYtyBiDg.html