Sample responses to citizens' appeals. Federal Law No. 59 “On the procedure for considering appeals from citizens of the Russian Federation”

According to the law, citizens have the right to contact authorized bodies, request certain information, write complaints, and also demand elimination of violations. Moreover, the requests put forward are not always legitimate. In most cases, representatives of authorized bodies do not have the right to leave a received document without a response. The person must explain the decision and state the reasons for it. To prepare the paper correctly, it is recommended to use a sample response to citizens’ appeals. The finished paper will allow you to take into account all the nuances during registration and reduce the risk of a negative response. We will talk further about how to properly prepare a document, the features of its preparation, existing types of citizen appeals and the intricacies of its formation.

Existing rules that must be followed when considering a complaint and preparing a response

The standards that must be observed in the process of drawing up a response to a complaint directly depend on the grounds for filing it. If the applicant has reflected all the arguments correctly and according to the law he is right, representatives of the authorized body are obliged to accept the complaint and take appropriate measures to eliminate the violation. However, there may be situations where a complaint was filed without grounds. In this case, the appeal cannot be ignored either. It is necessary to prepare a qualified and competent response to a citizen’s application. If there is no need for additional testing or research, a valid refusal will be required.

By the way! If the complaint contains objective arguments and the representative of the authorized body agrees with them, it is necessary to apologize for the inconvenience or violation of rights.

In the response issued after consideration of the complaint, it is recommended to reflect that such an incident is considered isolated and will not happen again. After reading the document, the citizen must conclude that the applicant is on his side, supports the arguments presented in the complaint and agrees with this position. Such measures will prevent subsequent contact with supervisory or law enforcement agencies. When composing the main text, it is recommended to carefully study the essence of the complaint. When drawing up a response, it is important to accurately reflect all the circumstances, provide references to the norms of current legislation and indicate the measures that will be taken if the complaint needs to be satisfied.

• Response to complaint
• Reply to proposal
• Response to the application

Algorithm for correct design

In order to respond to a submitted appeal or complaint, you must perform the following list of actions:

• First of all, it is necessary to clarify whose competence it is to consider the issue;
• When there are several interested parties in the outcome of the case, the remaining participants should be sent copies of the filed complaint;
• When a complaint is filed with the wrong authority, it is transferred to the authority competent to consider such issues. In this case, mandatory notification of the interested party is carried out;
• Next, the arguments described in the complaint are considered and, if necessary, verified;
• After this, the authorized person must study the regulatory documents that relate to the specified arguments in the complaint and the prevailing circumstances, the presence of which was the basis for its preparation;
• After studying the legislative acts, a reasoned response is drawn up within the time limits established by law;
• The completed response is sent to the applicant, as well as to other persons whose rights may be affected by the decision.

The specified algorithm of actions can be supplemented with other actions. Their specific list depends on the legal situation and the basis for the appeal.

Watch the video. On the procedure for written and electronic appeals from citizens:

How to correctly format a response after considering a complaint

A citizen who is dissatisfied with the service provided has the right to prepare a complaint in any form. However, representatives of authorized bodies or organizations do not have such an opportunity. A response to a written appeal from citizens must be prepared on the company’s letterhead, if present. It's better to use a ready-made example. Additionally, mandatory information must be provided.

The list includes the following data:

• the name of the authority that handled the complaint (for example, you can indicate that the response is drawn up by a representative of the administration);
• information about the person who prepared the document;
• information about the organization for operational communication;
• information about the applicant;
• title of the appeal;
• the circumstances presented in the complaint, as well as the final decision that was made as a result of its consideration;
• list of applications;
• date of execution of the document and signature of the authorized person.

The deadline for considering a complaint is clearly established by law. The period cannot exceed 30 days. The period begins to be calculated from the moment the document is received. In practice, the circumstances reflected in the paper may require additional checks. In this case, it is permissible to increase the period for reviewing the document. If the period increases, the applicant who sent the appeal must be informed about this.

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Should I wait for a response to the response letter?

Almost all business letters require a response, but there is an exception to this rule.

The response letter does not require any response, since it initially does not contain any requests, requests or proposals. In fact, it contains only the information that the other party required.

At the same time, it is the response letter that can become the starting point for concluding a profitable contract or transaction, as well as a simple and accessible way to resolve any problems and difficulties in the relationship between partners.

Existing types of citizen appeals

The types of appeals that individuals submit for consideration are reflected in the norms of current legislation.

Highlight:

• Offer. The document is drawn up if a citizen has an idea to improve the work of the organization. The document will be beneficial for the recipient of the letter, as it provides an opportunity to draw attention to the problems identified by the client. Relevant documents are often used to improve the norms of current legislation or the functioning of government agencies.
• Statement. The document is usually sent if it is necessary to correct mistakes or draw attention to violations of the rights or interests of specific citizens. Additionally, the statement can reflect an assessment of the quality of work of the organization or official.
• Complaint. The document is drawn up if it is necessary to protect the rights and interests of a specific person or an entire group of citizens.

Application confirmation

A response letter is drawn up in different cases. This may be a response to a specific complaint, claim or request. Moreover, it can be both positive and negative. In the second case, the document will represent a kind of refusal letter. But it must be given with a detailed explanation of the reasons that led to such a decision. As an example, we can consider a case where a company received an official written order for the production of a certain type of product for a specifically specified period. If such cooperation is desirable for the enterprise, then it must respond immediately. The answer is compiled randomly. It may begin with the words: “Let’s do it” or “We’ll make it.” As a deadline, it is better to indicate the date of shipment, taking into account the time required to produce the goods and transfer them to the warehouse. In addition, it is necessary to stipulate the terms of payment, because the customer can count on several stages. Next, all that remains is to calculate the total amount and provide your details, to which the customer will make money transfers. Such a document is usually signed by the director and chief accountant, and at the very end the coordinates of the direct executor are reported.

How to properly format a response to a citizen’s complaint

Over the years, companies and government agencies have developed a certain scheme that must be followed in order to prepare a competent response to an applicant’s request.

It is recommended to proceed according to the following scheme:

• Find out whose competence it is to resolve the issue.
• If there are several people interested in solving the problem, the remaining participants will have to send a copy of the complaint.
• When it is determined that the appeal has been sent to the wrong authority, the paper is transferred to an organization that has the appropriate competence to resolve such issues. In this case, the applicant must be notified of the action taken.
• The arguments presented in the appeal are being considered. If required, a check is performed.
• A representative of the authorized body studies the current regulations governing the issues reflected in the complaint.
• A reasoned response is being prepared in accordance with the law. Additionally, the deadlines established by law are observed.
• The prepared response is sent to the applicant and other persons whose rights are affected by the decision.

The above list of actions may vary depending on the specifics of consideration of the application.

Video

How to work on answers

Below is an approximate form. In the meantime, we should talk about bureaucratic subtleties. The Law on Appeals provides for all the nuances of the process. In our case, it is important that letters confirmed by the individual data and signature of the applicant are accepted for consideration. The specialist who forms the text of the response needs the citizen’s last name and initials and his residential address. The fact is that the response is sent in writing. The header indicates the personal data provided by the applicant. Next, you should show the recipient which of the requests is being answered. Here is the approximate beginning of the text: “Dear Natalya Gennadievna! Having considered your letter dated 04/12/2011 about violations of the current legislation regarding the calculation of pensions, (name of body) decided.....” That is, it is necessary to convey the essence of the problem to the recipient. If you do not remind about the question, then the meaning of the answer may be completely lost and remain incomprehensible. As a rule, experts forget about this. Imagine that you need to compose a response to such an appeal: “I ask you to consider the issue of establishing a balloon festival in our village.”

Features of preparing responses to citizens' appeals

The legislation sets a clear deadline within which the applicant is required to provide a response to the application. Information must be written on paper or submitted electronically. It is prohibited to violate the period fixed by law.

Please note: The exact deadline directly depends on what actions need to be taken to resolve the complaint. In a classic situation, representatives of the authorized body are given 30 days. If additional verification is needed, the period can be extended to 60 days. In the latter situation, the applicant must be notified of the decision made.

There must be substantial grounds. Thus, if a resolution is received from the manager that the complaint will be considered by several bodies at once, the authorized person sends copies of the documents to all participants in the legal relationship. The corresponding action is carried out within a week. When the data is sent to the relevant organizations, they independently provide a response to the applicant. There is another scheme of action. Thus, the response may be sent to the company that provided a copy of the complaint. In this situation, the period for reviewing documentation is reduced to fifteen days. The period within which it is necessary to respond to a complaint in any way is controlled by the authorized bodies. If a violation is discovered, officials will be held accountable.

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When you don't need to respond to a request

The medical organization has the right to ignore the appeal if the citizen did not indicate the full name or postal address to which the response should be sent (Part 1, Article 11 of Law No. 59-FZ). If the text of the appeal is unreadable, you are also not obliged to respond (Part 4 of Article 11).

A response is not required if the appeal contains questions the resolution of which is not within the competence of the medical organization. Return such an appeal to the citizen within no more than seven days from the date of its registration. Notify the citizen that his appeal has been forwarded.

You may not respond to an appeal or send it for consideration by the competent authority if the text of the written appeal does not allow you to determine the essence of the proposal, statement or complaint. The citizen who sent the appeal should be informed about this within seven days from the date of registration of the appeal (Part 4.1 of Article 11).

Do not respond to an appeal that contains obscene or offensive language, threats to the life, health and property of the manager, as well as members of his family. Instead of answering, you have the right to inform the citizen “about the inadmissibility of abuse of rights” (Part 3 of Article 11).

There is no need to respond if the patient has previously sent similar requests and has repeatedly received written answers on the substance of the issue. However, in the last appeal the patient did not present new arguments or circumstances. The head of a medical organization has the right to recognize another appeal as unfounded and stop correspondence with the patient, notifying him about this (Part 5 of Article 11).

The obligation of a medical organization to consider appeals guarantees that a citizen exercises not only the right to appeal, but also other constitutional rights, including health protection and medical care. This is how the Constitutional Court explains the norms of Federal Law dated May 2, 2006 No. 59-FZ in its resolution dated July 18, 2012 No. 19-P

You may not respond to an appeal if it contains a question, the answer to which is posted on the official website of the medical organization on the Internet. You just need to tell the patient the email address of the official website where the answer is posted. This must be done within seven days from the date of registration of the application (Part 5.1 of Article 11).

The law prohibits responding to an appeal if the answer to the substance of the question will lead to the disclosure of information constituting medical confidentiality. The manager informs the citizen who sent the appeal that a response is impossible (Part 6, Article 11).

Citizen's rights and security guarantee

The list of rights that must be observed is reflected in federal laws.

A person may:

• get acquainted with materials related to the consideration of applications regarding employment or other areas, if such an action does not affect the rights and interests of other persons;
• receive substantive responses to applications;
• provide additional evidence of your case and request the necessary documents;
• appeal unlawful decisions;
• send documents with a request to terminate the consideration of the application.

The law guarantees citizens maximum security. Thus, a person cannot be persecuted on the basis of the fact that he addressed the authorized body with a statement containing criticism. Additionally, information contained in a citizen’s appeal cannot be disclosed. The opportunity to perform actions can only be given by the applicant himself.

Video

Write to the point

A review of the provisions of the Code of Administrative Offenses and the Arbitration Procedural Code of the Russian Federation was required after Olga Yakovenko from the Voronezh region received “an actual refusal to initiate a case of an administrative offense” - in the form of a simple letter. However, since the Code of Administrative Offenses does not provide for this form of legal document, the individual entrepreneur was unable to appeal it.

As follows from the case materials, Yakovenko runs a roadside cafe on the Moscow-Don highway. When another catering outlet appeared next to her Kaskelen, the new subtenant blocked access to Olga’s cafe from the highway. Yakovenko applied to the regional department of Rosreestr with a statement of an administrative offense in connection with violation of the regime for the general use of land plots, but she was refused to initiate proceedings with a simple letter.

Meanwhile, Article 28.1 of the Code of Administrative Offenses of the Russian Federation provides that “in the event of a refusal to initiate a case for an administrative offense, a reasoned ruling is issued,” which can be appealed, unlike a letter. Therefore, the entrepreneur tried to appeal the lack of determination as inaction of Rosreestr, but the Arbitration Court found that there was an “actual” refusal. Yakovenko asked the Constitutional Court of the Russian Federation to clarify the new wording.

“The introduction of such a concept into legal circulation is unacceptable, since such an act cannot be appealed, which obviously prevents a citizen from protecting his rights and legally protected interests on the basis of the current procedural order,” the entrepreneur pointed out.

Having considered the circumstances of the case, the Constitutional Court of the Russian Federation first of all recalled that the meaning, content and application of laws in the Russian Federation are aimed at recognizing, observing and protecting the rights and freedoms of citizens, which is ensured by justice based on the principle of equality of all before the law and the court. And the right of citizens to judicial protection presupposes not only the appeal to the court itself, but also the opportunity to effectively use all the powers of a participant in the proceedings that procedural legislation gives him.

As for the contested norms, the Code of Administrative Offenses clearly states the procedure for refusing to initiate administrative proceedings, so no “independent action” is possible here. At the same time, if the refusal was issued “in a different form,” it should not become an obstacle to justice. The decision of the authorized person can be appealed through the court, regardless of the form in which it was received, and in addition, the refusal can be considered illegal due to non-compliance with the form.

The Constitutional Court of the Russian Federation prohibited government bodies from getting off with formal replies

“In the process of exercising powers to determine the composition, correlation and priority of norms to be applied in a particular case, the courts must follow a version of their interpretation that excludes infringement of the rights and freedoms guaranteed by the Constitution of the Russian Federation,” the Constitutional Court recalled a number of its decisions.

Thus, the challenged norms are fully consistent with the Constitution, however, the case of Olga Yakovenko should be reconsidered.

Rules governing the consideration of citizens' appeals

Documentation prepared by a government agency must comply with a list of requirements. They are fixed by law. Thus, the organization will consider the appeal only if it has the appropriate authority. The area of ​​legal relations is regulated by Federal Law No. 59 of May 2, 2006. The document reflects the time frame within which the received application must be considered. Additionally, there is a registration procedure and a procedure for making decisions on citizen complaints.

Sending a response to the applicant

So, it is obvious that the applicant who filed a complaint must receive a competent response to it within a period of time.

The official response is sent via:

• Postal delivery by registered mail;
• By email, when the applicant leaves her address.

If there is a desire and opportunity, the response can be delivered to the applicant personally, although the law does not oblige this to be done.

Complaint about the inaction of the Police to the Prosecutor's Office.

Read how to file a collective complaint to the Prosecutor's Office here.

How to file a complaint to the Prosecutor's Office about the inaction of bailiffs, read the link:

How to delicately respond to a request in writing

Andrey, I ask you to refrain from using obscene language in the future and discuss issues in a correct and civilized manner. Sincerely, Masha PetrovaCustomer Service LLC "SERVISCLIENT" Tel. 999 99 99 (ext. 99) Answer option 2.

From: : Tuesday, November 17, 2009 10:15 PMTo: …..ruSubject: About the return of funds “Hello, Andrey!” If I understand correctly, you are dissatisfied with the work of our service and you would like to return the money. I’ll tell you how It can be done. According to clause 2.2.

Offer Agreement, if you do not plan to use our “Service Client” service in the future, we can return your money. To do this, please send me an official application (the form is attached). Please attach a copy of your passport and a copy of your client card to the letter.

After receiving the necessary documents from you, we will begin the return procedure.

Important

Andrey, just like you, I am uncomfortable with the situation, as a result of which you are ready to stop interacting with us.

I think that both we and you are the losers in this case: we lose the client, and you lose the opportunity to use our service (I assure you, the service is quite convenient and effective!).

If you are ready to take the time to sort out the situation, write to me what was the reason for your angry letter and demand for a refund.

We will understand the reasons and help you make using our service as comfortable and effective as possible for you. Our only request: let’s communicate using normative vocabulary.”

1. We end the letter with the obligatory block of contact information. Sincerely, Masha PetrovaCustomer Service LLC "SERVISCLIENT" Tel. 999 99 99 (ext.99)

Now we just have to look at how the letter is formatted.

Sample response to a complaint. term for consideration of citizens' complaints

You can respond to a customer complaint by calling much faster than responding in writing. This avoids often unnecessary publicity about the problem. Possible nuances We often have to deal with complaints that are written under the influence of emotions and are not always justified.

But you need to try to put aside all emotional descriptions and give an answer on the merits of the appeal. The most difficult situation is for managers of enterprises in the trade and services sector. Cases of abuse of rights by consumers are not uncommon, and efforts must be made to resolve the problem.

And at the same time, do not give the client the opportunity to demonstrate consumer extremism, receiving compensation for far-fetched violations.

Response to a citizen's complaint in 2021

Using a postscript, we express our attitude towards the incorrect writing style. The form may be different - depending on our position in communicating with clients and on the final goal that we defined for ourselves before writing the letter.

If, having given the client the information he requested, we believe that our task has been completed, we can dryly remark: “I strongly ask you to refrain from obscene language in the future and discuss and resolve issues in a correct and civilized form.” We can soften our remark somewhat, turning it into an indirect request: “I would be grateful to you if in the future there would be no place for vulgar and profanity in your letters.” Or you can expand the task of a simple answer and try to turn the situation around in a completely different way in the postscript: PS

Letter of refusal

Attention

For this reason, it is necessary to do everything and even more to “cool down” the client:

• Send a response to the client’s complaint as soon as possible. Preferably both in writing and by telephone.
• Obligatory apology.
• Thanks for the claim. What should the response to a complaint look like? Example of writing: “Dear Ivan Petrovich, thank you for pointing out our shortcomings to us, we will definitely improve our service.

We hope that such an incident will never occur again. We will be glad to see you again in our store." There are too many pronouns in three short sentences, but this technique creates the psychological appearance of “live” communication.

These measures will not only avoid further litigation, but also get a loyal and satisfied client. How to respond to complaints Let's simulate a situation to understand how to properly respond to a complaint.

Letter to the client. how to respond to an aggressive letter

In general, it will last no more than 3 business days from the moment we receive the documents from you. If anything from my answer requires additional clarification, please write or call - I will definitely answer you. PS

Andrey, just like you, I am uncomfortable with the situation, as a result of which you are ready to stop interacting with us.

I think that both we and you are the losers in this case: we lose the client, and you lose the opportunity to use our service (I assure you, the service is quite convenient and effective!).

If you are ready to take the time to sort out the situation, write to me what happened, that you contacted us demanding a refund. We will understand the reasons and help you make the use of our services as comfortable and effective as possible for you. Our only request: let’s communicate in normative vocabulary.”

How to respond to consumer complaints correctly. 8 expert life hacks

Often representatives of retail outlets do not write a response to a complaint in the book of reviews and suggestions, but this is a written appeal from a citizen and if it is drawn up without violations, then an answer must be given.

Regarding an unfounded claim The claims received are not always justified and it is really necessary to take some action on them.

Some people use claims to make a certain profit (for example, sellers have to deal with consumer extremism on a regular basis).

To such requests, it is imperative to prepare and send responses with a refusal to satisfy the applicant’s demands, and giving the reasons for such a refusal, for example, relevant references to the legislation. By leaving an unfounded complaint unattended, you risk providing an opportunity for a dishonest citizen to stir up a scandal or even a lawsuit.

Customer complaint

The ability to write refusal letters is one of the most important skills of an enterprise employee responsible for the organization’s external relations and business correspondence.

and the submission of such a letter not only speaks about the education and culture of its compiler, but also forms the image and reputation of the enterprise in the business environment.

For what reasons does business correspondence occur? Every actively operating company regularly receives letters with various offers.

Strictly official

If you need to respond to an official letter, then you need to do it correctly. We must remember that such treatment must certainly be polite and correct. Don't forget about literacy too. It is ridiculous to see obvious errors in information provided by a reputable organization.

From the very beginning, the address is printed in the upper right corner. It is an exact copy of what is indicated on the envelope. The answer is always given to some kind of request, therefore, in the registration stamp at the top left, its initial details (number and date of departure) must be noted. Then there is a short address to the addressee (you can simply indicate the last name without initials). The text should contain detailed explanations regarding the problem of interest. Only verified data should be used as arguments. Under no circumstances should you rely on rumors and speculation. If necessary, you can use excerpts from regulations indicating the relevant articles. The director of the enterprise signs such a document, and just below a note is made with the name and telephone number of the responsible executor.