Where to write a complaint against the MFC: procedure and sample

• Reasons to file a complaint against the MFC
• Where to complain? Remotely
• For MFC employee and management
• To the prosecutor's office
• To court

Multifunctional centers have existed for more than 10 years and during this time they have become firmly established in the lives of city residents. Thanks to the MFC, most government agencies have relieved themselves of the function of receiving visitors, and queues for certificates and execution of certain documents have been significantly reduced.

Among the obvious advantages, citizens also highlight the disadvantages of “My Documents” - some employees are not familiar with communication etiquette, are incompetent and engage in extortion.

How to solve the problem in this case? Should you remain silent and humble yourself or eradicate rudeness in the bud? The article provides a detailed overview of how to get out of the situation and correctly write a complaint against the actions of MFC employees.

Grounds for filing a complaint

You have the right to appeal the actions of MFC employees not only in pre-trial proceedings, but also in court if one of the grounds is present. The main thing is to avoid mistakes when filing a complaint. Among the grounds for filing a claim:

• unreasonable demand for additional payment,
• lack of availability of forms for the provision of services,
• failure to comply with deadlines for registering applications and issuing documents,
• requirement to present documents not established by Russian legislation,
• unjustified refusal to provide services,
• refusal to correct errors (typos) made by a specialist when receiving documentation,
• unlawful disclosure or transfer of personal data to third parties,
• rude and disrespectful attitude from employees,
• other unlawful actions that violate the rights and legitimate interests of citizens.

Complaint to MFC management

You can write a complaint in the Book of Appeals or send it to the competent MFC official. According to the Law of the Russian Federation of 1992 No. 2300-1 “On the Protection of Consumer Rights,” appeal books must be available in all branches.

The second option is filing a complaint. When compiling it, be guided by the requirements contained in Art. 11.2 of the Federal Law of 2010 No. 210-FZ. They established that the complaint must contain the following information:

• Name of the multifunctional center and full name of the specialist whose actions or decisions you are appealing;
• Full name, residential address and mobile phone number (alternatively, email address) of the applicant;
• A brief description of the situation that has arisen, as well as the actions and decisions of the MFC employee that are being appealed;
• Arguments relied upon by the applicant;
• Date and signature.

Note! You will not be able to submit an anonymous complaint. An appeal will not be accepted for consideration if it does not indicate the applicant’s full name, as well as incomplete contact information for sending a response.

Additionally, information is provided on evidence of violation of your rights, as well as confirming the validity of the complaint against the actions of MFC specialists (for example, a receipt for acceptance of the application and package of documentation). A sample of such a statement is provided on our website.

A complaint is the basis for organizing an official audit, during which the persons responsible for the situation will be identified. In some cases, the applicant is involved in such activities (for example, if documents are lost or falsified).

Promotional offer

Deadlines for consideration of applications

The period for consideration of a complaint about the work of the MFC submitted to the head is 15 days from the date of its receipt, and the inspection is led by an official of the institution with authority. However, the consideration period is reduced to 5 days if it is submitted on one of the following grounds:

• unjustified refusal to accept an application and a set of documentation,
• violation of deadlines for eliminating errors caused by an employee’s mistake,
• refusal to correct errors.

A response with the results of the inspection is sent to the applicant no later than the day following the day the decision is made. If signs of an administrative offense or criminal offense have been identified, the head of the MFC transfers the materials to the prosecutor's office.

Reasons for refusal

When filling out an application with a complaint against the MFC, you need to know that it will be rejected and remain unsatisfied if:

• there is no name of the signatory or address for forwarding the result of the review;
• it is not possible to read the text due to illegible handwriting;
• the applicant did not apply for the service the provision of which is being appealed;
• the appeal was re-addressed to the body that had already considered this complaint and communicated its decision to the applicant;
• The text contains obscene words, insults or threats.

If the applicant considers the reason for the refusal to consider the complaint by the head of the MFC to be unfounded, he has the right to appeal to a higher authority of this system

If they also refused to consider the application or the decision they made did not satisfy the applicant, he can forward the complaint to the next authority - the prosecutor's office.

If the local prosecutor's office refuses to consider a complaint against the MFC, the applicant can appeal this decision to the prosecutor's office of the subject, the Prosecutor General's Office or in court.

Where else can you complain?

You independently choose where to complain about the MFC. However, it is initially recommended to file a complaint with the management of the “My Documents” department, whose employee violated your rights or legitimate interests

You can complain about the MFC not only to the management of the department, but also to other government agencies:

• prosecutor's office,
• Rospotrebnadzor,
• court.

Details about the nuances of contacting these government agencies are presented below.

To the prosecutor's office

If your rights have been grossly violated (for example, you have received an offer to give a bribe), immediately contact the prosecutor's office located at your place of residence. Report a problem by submitting a written complaint (a sample is available on our website).

It is drawn up in free form, but the following information is required:

• name of the prosecutor's office,
• Full name and contact details of the applicant,
• essence of the appeal and description of the situation,
• evidence of an offense,
• requirement to take action
• date and signature.

The period for consideration of complaints by the prosecutor's office is 30 days, but this period is reduced to 15 days if there is no need for verification and additional study of documents.

To Rospotrebnadzor

The next government body you can contact to protect your rights is Rospotrebnadzor. The completed complaint will serve as the basis for an unscheduled inspection or the initiation of administrative proceedings.

Information that must be provided in the complaint:

• name of the territorial office of Rospotrebnadzor,
• FULL NAME,
• e-mail (to receive a response in electronic form) or postal address,
• essence of the complaint,
• date and signature.

You can submit a complaint for consideration in person, send it by mail or through an electronic form on the Rospotrebnadzor website (https://petition.rospotrebnadzor.ru/petition). The general period for consideration of a complaint is 30 days from the date of its registration.

To court

If none of the above government bodies took action or responded to the situation, seek legal protection of your rights. Draw up a statement of claim consisting of 3 main parts:

• Introductory part . Indicate the name of the court and its address, information about the plaintiff (your full name and place of residence), as well as about the defendant (the MFC employee who violated your rights);
• Base part . Describe the reasons for filing a claim and the actions of the defendant that violated your rights and legitimate interests;
• Final part . Petition to the court (list of your demands) and “Appendix” with a list of attached documents.

By going to court, you will be able to recover the material and moral damage caused, as well as legal costs. The main thing is to document the validity of the requirements. The total period for consideration of cases in the district court of first instance is 2 months. A sample statement of claim against the MFC in court is provided on our website.

What issues can support not help you with?

Support provides any advice regarding the provision of municipal and government services. But you can’t solve all problems over the phone. If you require a substantive consultation with a specialist with the provision of documents, you can only make an appointment with him by phone.

MFCs collect documents and transfer them to the relevant authorities; they are not responsible for the timing of preparation of certificates by authorized companies, so they will not be able to advise clients on this matter.

The client should be aware that not all services can be processed electronically. For example, it is not possible to apply for a passport for the first time, to check the validity of the document, etc.

By calling the legal service, the client will only be provided with legal advice; through the service it is impossible to make an appointment with other specialists or receive answers to questions not related to legal topics.

It is necessary to take into account that each region has its own regulations and agreements with partners, on the basis of which the MFC operates. In some regions, the service can be provided electronically, in others not, so for complete information it is better to contact the regional Center.

Filing a complaint online via the Internet

Where to write a complaint if you want to submit it online? You can submit a complaint to the management of the MFC, whose employee violated your rights and legitimate interests, by choosing one of the convenient online methods:

• MFC electronic reception desk,
• official website of the mayor of Moscow
• portal "Government Services".

Let's look at the features of filing a complaint through each of these services separately.

Complaint against the MFC of Moscow and St. Petersburg

You can complain about the actions of the MFC online. For example, MFCs in Moscow and St. Petersburg accept complaints on the website. By going to the electronic reception page https://md.mos.ru/reception/ (Moscow) and https://gu.spb.ru/appeal/ (St. Petersburg).

Note! The message should not contain obscene language, insults, or threats. Otherwise, it will not be accepted for consideration.

When composing an electronic appeal, it is important to consider:

• The size of the complaint cannot be more than 4,000 characters, so you need to briefly describe the situation;
• The claim cannot be accompanied by more than 10 materials (documents, photographs, videos, etc.);
• The total size of the message, including any materials attached to it, should not exceed 50 MB.

Complaint against the MFC of the Moscow region

If you live in the Moscow region, then you can file a complaint against the actions of MFC employees through the State and Municipal Services Portal (https://uslugi.mosreg.ru). The complaint is reviewed within 15 working days. The response will be sent to the specified email address.

In addition, you can send a complaint through the website of the MFC where your rights were violated.

Filing a complaint through the official website of the Moscow Mayor

The next way to file a complaint against the MFC online is to use the official website of the Moscow Mayor (https://www.mos.ru/feedback/). The period for consideration of the application is 8 days. Features that are important to consider when sending a message through the mayor's website:

• You can attach only 1 file (document, photograph, audio recording), the maximum size of which is 1.5 MB;
• It will not be possible to submit a complaint for consideration if you do not consent to the processing of personal data.

When submitting your appeal, please indicate how to contact you - by the email address you entered or by phone number.

Complain about the MFC through “State Services”

You can submit a complaint about the actions of MFC employees through the single portal “State Services”. In this case, the maximum period for consideration of an application is 15 days. To file a claim, go to https://do.gosuslugi.ru and indicate:

• Full name and contact details,
• name of the MFC whose actions are being appealed,
• a brief description of the situation that has arisen.

You will receive a response by email. If necessary, attach documents to your message confirming the validity of your requirements. Only citizens registered on the State Services portal will be able to file a complaint.

Underwater rocks

When filing a complaint against the MFC, some difficulties may arise:

1. It is not easy to prove the boorish, rude attitude of employees towards visitors. You will need to have video or audio recordings and involve witnesses.
2. Difficulties may be associated with online applications. Not all users can find the necessary sections on websites or fill out the form correctly. Also, if the Internet connection is unstable or there are problems with the website, problems may arise with sending a complaint.
3. Not all citizens can correctly file a written complaint. Many people need the help of a lawyer.

Result of the complaint consideration

After considering the complaint and conducting an out-of-court investigation, a decision will be made: to disciplinary sanction the employee who, through his actions, violated your rights and legitimate interests, or to reject the claim.

All expenses incurred (for example, illegal fees for the provision of services or provision of information) must be compensated. If none of the complaints have been satisfied, the best solution is to file a claim in court.

Responsibility

Based on the results of the investigation, supervisory authorities have the right to make the following decisions:

• repeal controversial acts;
• return money;
• bring the culprit to justice.

If there are misconduct, the management can send the results of the inspection to the prosecutor's office: the supervisory authority will issue an administrative penalty for the employee. If more serious violations result in significant harm to individuals, then criminal prosecution is possible.

A complaint is a working tool for influencing employees of multifunctional centers. If a person has discovered obvious violations of the law and the procedure for providing services, it is recommended to draw up an act that will help restore rights and interests.

Dear readers! To solve your problem right now, get a free consultation

— contact the lawyer on duty in the online chat on the right or call: +7 (499) 938 6124 — Moscow and region.
+7 (812) 425 6761 — St. Petersburg and region. 8 (800) 350 8362 - Other regions of the Russian Federation You will not need to waste your time and nerves - an experienced lawyer will solve all your problems! Or describe the situation in the form below: