The Our City portal began accepting complaints about the slow work of the MFC

Normative base

The main document that guides MFCs when serving the population is Law No. 210-FZ of July 27, 2010 “On the organization of the provision of state and municipal services.”
The rules for filling out applications and working with them are set out in more detail in Law No. 59-FZ of May 2, 2006 “On the procedure for considering applications from citizens of the Russian Federation.”

For your information

In order to specify the provisions of these laws, government decree No. 840 of August 16, 2012, “Rules for filing and consideration of complaints against decisions and actions...” was developed and approved, which detail the entire procedure for considering complaints against institutions and their employees who, by law, provide public services. to the population.

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These legal documents regulate the entire process from drawing up a complaint against the MFC to notifying the author of the application about the decision made.

In situations that forced the MFC client to go to court, it is necessary to be guided by additional documents, in particular, the Code of Administrative Proceedings.

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.

In what cases can you complain?

It must be taken into account that there are some cases when the human factor comes into play, small errors occur, which may have certain consequences. The consequences cannot disrupt any processes, but there is no need to write a complaint, it is enough to report violations.

However, systematic violations occur that lead to disruptions in the work of the department. Employees may violate standards, legal requirements, constantly be rude, fail to fulfill their duties, or violate deadlines for completing tasks. In this case, a complaint may be written against the MFC. The question remains: where can you complain about the work of the MFC?

Filing a complaint against the MFC

So, for what reasons do they complain about the work of the multifunctional center:

• The employee does not comply with the routine and quality of customer service. Service queues are not respected, services are provided with poor quality, services are performed late.
• Service functionality. Employees are absent from the workplace, printing equipment and photocopies of documents are not in working order, there is no way to pay the state fee, the atmosphere in the department is bad, etc.
• Employees violate work regulations. They demand money for services (bribe), disclose client data to third parties, etc.

If a citizen sees that a center employee is violating work standards - he is incompetent, or was treated rudely on his part, then the citizen has the right to leave a complaint against the employee with the MFC.

After receiving the complaint, the company will conduct an internal audit of the performance of official duties. Once errors are identified, the extent of punishment will be determined by the company's management.

Important! The claim can be submitted either by mail or by email, or during a personal visit to the multifunctional center. For those living in Moscow, an electronic reception has been created that accepts complaints. To leave a review, just fill out the open window and write a reasonable text.

Where to write a complaint

It is allowed to write complaints about the work of a multifunctional center to many authorities. To determine the correct addressee, you first need to qualify the existing complaint. If there is an assumption about systemic problems in the work of the MFC, then it is permissible to submit a complaint to the prosecutor’s office, which is called upon to check the activities of organizations on a scheduled and unscheduled basis.

If you want to recover lost funds due to the actions of the MFC, you are allowed to file a complaint in court. Administrative fines for violations may also be applied to the MFC when a complaint is referred to law enforcement agencies. Criminal proceedings with corresponding filing of complaints with police departments are not common regarding the work of the MFC.

Who and how to contact on the MFC website with a personal complaint:

• a service for sending proposals to improve the organization’s performance;
• assessment of the quality of services in online format.

You can write a complaint and bring it personally to the management team of the MFC. To do this, it is recommended to call the reception in advance and clarify the possibility of an appointment. However, this format of complaint is relevant in the event of a supposed analysis and correction of the situation within the institution without the intervention of external structures.

When can I file a complaint against the MFC?

The most common shortcomings in the work of the multifunctional center, which may serve as a reason for a complaint, are the following:

• loss of documents submitted by the applicant;
• erroneous sending of documents to the wrong address;
• poor service - long waiting times for appointments, incompetence of employees, their hostility and rudeness;
• refusal to serve a visitor due to unavailability of technical means or lack of necessary specialists;
• an attempt to receive money for services in an amount exceeding the payment required by law.

Attention
As the culprit, the complaint may indicate either a specific employee of the MFC, or this institution itself, at the discretion of the complainant.

Any MFC client has the right to file a complaint whenever he considers that the unlawful actions of his employees have caused him moral or material damage.

City Hall opening hours

Not all phones accept calls 24 hours a day. But the Moscow Government has made sure that its official portal has the opportunity to write at any time.

The following mode of operation of Call centers is presented:

Not only those living in the capital of the Russian Federation, but even those who want to contact the Moscow City Hall from abroad can get through via channels that operate around the clock.

How to file a complaint

Where to complain about MFC? You can call the hotline, but this may not give a positive result. This appeal may be ignored.

There are several ways through which a claim can be filed, and it will be considered in a timely manner, and most importantly, it is more likely that the issue will be resolved fairly. It is possible to record and submit a claim to the head of the multifunctional center, to the prosecutor's office or to the court.

How to file a complaint against the MFC

The result of processing a complaint application will directly depend on the type of document submitted, as well as the content of the information. Without taking into account the citizen’s place of residence, several options for filing a claim can be considered. How can I complain about MFC?

One of the tools to influence the offender, which has proven its effectiveness, is reporting the problem to the hotline operator. In many cases, a phone call is quite enough to resolve the conflict.

Unfortunately, there are situations when the appeal is ignored, and the applicant is forced to take drastic action. In such a case, a complaint can be submitted to the management of the MFC, the prosecutor's office or the courts.

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.

IMPORTANT

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.

Appeal to the management of the MFC

Where should I file a complaint against the MFC first? Every citizen who is served by the MFC has the right to write a review in the book of complaints about the work of a particular department or about a specific employee.

The complaint book is often located either at the administration office or at company stands. You can write positive and negative reviews. You can also describe some points that management needs to review to better serve customers.

The review is written in free form, but it is prohibited to write obscene language or insult an employee. You can leave a review anonymously or leave your phone number so that the citizen can be contacted.

Important! In this case, the review will not go unnoticed, because it is impossible to snatch out the piece of paper with the review without being noticed. The book is bound, the pages are numbered, and each page has a company stamp. The review will be read by management, because it is their responsibility to regularly check the review book.

Feedback in the MFC complaint book

To begin with, you should leave an entry in the “Book of Appeals”. Here, either a complaint or any other record indicating certain aspects of the work of the MFC can be registered. If you have any complaints regarding the quality of service, the work of individual personnel or the entire department, then you must enter information here. You can file a complaint here anonymously, or leave your contact information.

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It is possible to write a complaint addressed to the head of the department. This is a more serious document, and it cannot be anonymous. Recommendations for design are as follows:

• Indicate the name and address of the MFC branch;
• Indicate the full name of the manager in whose name the complaint is being made;
• Your full name, address, contact details;
• In the text, state the essence of the complaint, accompanying it with those facts that, in your opinion, are important to mention;
• Date of compilation and signature.

Info

It is worth noting that such requests are processed quite seriously. An official audit will be carried out, the perpetrators will be identified and punished, and your participation in these operations will be mandatory. Management should complain in situations where your documents have been lost or fraudulent actions have been taken against you. Since the applicant’s participation in the verification is mandatory, this form of influence is not the most used.

Each visitor has the right to express an opinion about the work of individual MFC employees or the quality of services provided in general by writing a review in a special book. It is stored at the reception desk or document stand. If there is no book of complaints and suggestions in the indicated places, you can always ask the employees for it.

When writing a complaint or positive review, you can use a free form. However, the text must not use rude language, insult center employees, or use obscene language. As for providing personal information, this is not mandatory. Reviews can be left anonymously.

MFC hotline number 8-800

Citizens can call national and regional numbers. Phone numbers for the “My Documents” service are located in each MFC and on the branch websites.

For communication there are several free single lines for all of Russia:

Citizens living in cities of the Russian Federation will be able to use additional telephone numbers of regional Centers:

MFC hotline in other regions. To find out hotline phone numbers in other regions, you should go to the government services portal https://www.gosuslugi.ru/ and enter the region of your location.

Grounds for filing a complaint

Applications with complaints about the work of the MFC can be submitted:

• management of the MFC;
• to the prosecutor's office;
• to court.

The applicant has the right to appeal to any of these authorities, or to all of them at once, but it is more logical to start by trying to achieve justice in the MFC where the conflict arose. And it makes sense to contact supervisory or judicial authorities when it was not possible to resolve the incident within the framework of this institution or higher organizations of the MFC system.

The peculiarity of filing an application with a complaint to the MFC is that there are a large number of authorities required by law to consider it, take action and respond within a prescribed period. Moreover, you can submit a complaint to everyone at once for faster consideration. Moreover, this can be done quickly and easily, since almost all organizations of the MFC system and prosecutorial authorities have services for receiving applications in electronic form on their Internet portals.

Absolutely every person who turns to them for the provision of public services has the right to complain about the actions or inaction of MFC employees. Since the list of responsibilities of these government agencies is quite wide, the list of reasons for applying is very diverse. Thus, the most common problems associated with the work of the MFC:

• Unpolite customer service;
• Violation of the terms of service provision;
• Requiring documents not provided for by relevant legislative norms;
• Unreasonable refusal to accept papers;
• Unreasonable refusal to provide a service;
• Request for payment not provided for by regulations.

Similar situations can happen in almost any government organization, but this does not mean that you need to blindly accept this state of affairs. If you are faced with unsatisfactory work of the center or did not receive the desired service, you can safely begin to file a corresponding complaint. However, remember that any action you take may have serious consequences, and such claims, as a rule, entail liability for those individuals named in them.

The law does not limit the list of grounds for filing complaints. A citizen has the opportunity to prepare a letter in the event of any kind of violation. Most often this is:

• incompetence (lack of sufficient knowledge);
• requirement for additional cash investments in addition to payment for government services;
• non-compliance with procedural terms;
• refusal to accept applications due to the lack of clean forms;
• requesting documents not required by law;
• violation of the requirements of the Law “On the Protection of Personal Data”, that is, disclosure of personal information of clients;
• production of documentation with errors and refusal to make changes to the papers.

Any error that potentially affects the interests of the client in the process of being served by MFC specialists may become the basis for filing complaints and claims against their work. The most common reasons for citizen dissatisfaction with poor quality service in Russian MFCs include cases when:

• employees of the center show their incompetence in relevant issues, ignore citizens’ requests, behave inappropriately, etc.;
• MFC cannot provide the requested service due to lack of personnel or technical support;
• Unlawful actions are taken against the client: this may involve extorting additional money for the provision of a service, transferring a person’s personal data to third parties, seizing documents, etc.

Response time

The prosecutor's office, like other bodies (except the court), work according to the norms of the Federal Law “On Citizens' Appeals”, so the period for making a decision on a complaint is no more than 30 days. Judicial proceedings are carried out in a special manner, so it is difficult to clearly establish a time limit.

Prosecutor's offices and courts may refuse to accept a complaint for the following reasons;

• outgoing data (full name, residential address of the applicant) is not indicated;
• illegible handwriting (if the text is written manually);
• the service, the provision procedure of which is disputed, was not ordered;
• the appeal was submitted a second time.

In case of violation of citizens' rights or refusal by MFC employees to provide administrative services, citizens have the right to complain in accordance with the norms of current legislation. This can be done in writing directly to the MFC, as well as through the prosecutor's office or court.

Sample

The following items are included in the claim sample:

• Title.
• Detailed information about the incident that gave rise to the lawsuit.
• What actions were taken to resolve the dispute out of court.
• Request to the defendant, its justification.
• Description of documents that can confirm facts of violations in the work of the multifunctional center.

Sample complaint against MFC

About MFC

In modern conditions, all government organizations strive not only to unite in a single functional center and building, but also to organize work in an online format.

Since documents are issued to the MFC in printed form, the question arises of how to use the electronic site. You can use it to create requests, enter necessary documents that do not need to be delivered separately, the entire list is already indicated, and receive electronic versions of documents. For example, a certificate for maternity capital is issued not only in the form of a printed form, but is also stored in your personal account.

Advantages:

• Documents will not be lost;
• You can request information at any time;
• There is no need to apply offline, stand in line or make multiple trips.

However, when using the service, questions may arise that will be resolved by the user support service.

Document structure

To report a violation, you need to make a special written request - a complaint. It is drawn up in simple written form, since the law does not impose any special requirements for its preparation. However, in order to achieve the desired result, without wasting time on rewriting the application, the document must indicate:

• The name of the MFC against the actions of whose employees the complaint is being made;
• Information about the applicant;
• Detailed description of the violation;
• Arguments on the basis of which the complaint was drawn up;
• Requests to eliminate the violation;
• Date of preparation and signature of the applicant.

When making a complaint, please note that it should not contain emotional statements and instructions on how to identify an MFC employee. Maintain a formal business style, but avoid technical legal terminology. As a rule, such applications are prepared in two copies at once, one of which is submitted to the institution, and the other - keep with you.

The law does not oblige the applicant to submit any documents when filing a complaint. But he himself can attach to his application documents or copies thereof confirming the information contained in it, if he has any.

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If you want to find out how to solve your particular problem in 2021, please contact us through the online consultant form or call:

• write a written complaint on your behalf, which will set out a description of the events, as well as the circumstances of the citizen’s appeal to the MFC with a request for the performance of a particular government service;
• prepare documentary evidence of poor quality service provided by MFC employees: samples of improperly executed papers, evidence of false information, photo and video recordings of violations, eyewitness testimony, etc.

Depending on the circumstances of the incident, as well as the scale of violations during service, a citizen can send his appeal to one of three authorities:

• directly to the MFC;
• to the prosecutor's office;
• to the judicial authority.

Let's consider the features of filing appeals to each of the bodies mentioned here.

Claims to the MFC

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A citizen can report poor quality or ineffective service to the MFC in two ways:

• write your comment in the “Book of Complaints”: here you can speak out about aspects that are unsatisfactory for the client, for example, such as incompetence of staff, impolite service, wishes to improve the service in general. You can write a note anonymously in free form, however, in order to receive feedback, you should still leave your details.
• send a written appeal to the management of the MFC: unlike a note in the Book of Complaints, such a letter cannot be anonymous, moreover, it is drawn up in a strict form in accordance with the rules of business correspondence. A complaint to the management of a multifunctional center provides more compelling reasons for the appeal, namely, the fact of an offense by an employee of the MFC: extortion of money for assistance in performing certain services, delay in issuing documents, their loss, etc.

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• full details of the organization and its director;
• applicant details (full name and contact details);
• the essence and reasons for the complaint letter outlining all the key circumstances of interaction with the center employee;
• date and signature of the person filing the complaint.

Based on correctly presented data and objective arguments regarding a particular case, in most cases an internal audit is initiated.

Gross violations by an MFC employee (fraud, forgery of documents, failure to maintain confidentiality, transfer of personal data to third parties and other offenses for which the culprit may face administrative and even criminal liability) can become serious reasons for the injured party to file a corresponding complaint with the prosecutor’s office.

The body of the letter must contain the following information:

• details of the territorial body of the prosecutor's office and the name of the authorized inspector to whom the complaint is addressed;
• details of the applicant (full name and personal contact details);
• details of the MFC and details of its director (full name);
• the key facts of the offense and the circumstances in which it occurred - the statement should be conveyed as specifically as possible;
• declaration of personal requirements to conduct an investigation into this case and eliminate the consequences of interaction with the MFC;
• a list of documentary evidence of these facts (copies of papers are attached directly to the application to the prosecutor’s office);
• date and signature of the complaint.

Upon consideration of the complaint, the prosecutor's office initiates an investigation of the incident, the results of which will be informed to the injured party in writing.

If, as a result of the intervention of the prosecutorial services, the consequences of the violation were not eliminated, the citizen may appeal to the judicial authority.

Going to court

A statement of claim to the court is an extreme measure of action by the injured party to defend personal rights and interests in the event that filing complaints with the MFC or the prosecutor’s office has not borne fruit.

In accordance with the standards of legal proceedings regarding the preparation of documents, a complaint to the court must contain the most detailed statement of all facts and events relating to the commission of an offense against a citizen who applied to the MFC.

The structure of the claim is as follows:

1. The header of the document contains the name of the court, the plaintiff’s details (full name and contact information), and the details of the defendant (in this case, a specific MFC).
2. The main part of the document contains all the information regarding the incident that occurred - the applicant must provide as much detail as possible on the date and time of contacting the MFC, the nature of the request, the essence of the actions that the employee performed, etc. It is also important to indicate a list of actions at the stage of pre-trial resolution of the situation - we can talk about appeal to the MFC and a complaint to the prosecutor's office.
3. The next block is a description of all the requirements for the defendant. They should be presented with as objective an argument as possible.
4. Below is a list of documents that serve as evidence of violations during service at the MFC. Copies of documents are attached along with the complaint, which is submitted to the judicial authority.
5. The above in the application is endorsed by the signature of the applicant and the date is indicated.

Based on judicial practice, it is known that the consideration of complaints of this type takes from 30 to 90 days.

Thus, an official letter of complaint regarding violations in the work of the MFC can become an effective tool for protecting civil rights and interests for all Russians implementing certain government services here, or a letter of complaint to the management of the MFC can be used at the first stage of proceedings regarding inadequate service to citizens.

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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.

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To the prosecutor's office

If an MFC employee offered to reward him for his work, in other words, demanded a bribe, or you encountered fraud, it is best to immediately file a complaint with the prosecutor’s office.

There are certain requirements for the preparation of this document, which are not so difficult to comply with. The application can be prepared in advance and sent through the post office, or written immediately before submission. The complaint does not have a strict template, however, in order for it to be accepted for consideration, care should be taken to indicate the following information:

1. Full details of the addressee;
2. Sender's personal information;
3. Description of the problem;
4. Available evidence;
5. Applicant's requirements;
6. Personal signature of the author of the document and date of filing the complaint.

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Serious violations such as extortion, fraud, inaction of management can be sent directly to the district prosecutor's office at the place of registration of the applicant or the location of the MFC.

The application to the prosecutor's office must be correctly drawn up and contain the following information:

• where and to whom the document is sent (header);
• applicant's details (full name, place of registration);
• the text of the application must contain detailed and clearly stated facts confirming the violation, as well as exact contact details of the MFC to which the complaint is being made;
• if there are attachments - copies of documents, a list of all attached papers has been compiled;
• date of preparation and signature of the applicant.

The complaint can be brought in person, sent by mail or registered on the official website of the prosecutor's office of your area.

In the event that all the measures taken above have not yielded any results, the only option left is to go to court.

To do this, you need to draw up a statement of claim. It is better to entrust this matter to a lawyer. After filing a claim with the district court at the place of registration of the applicant, the case is considered within a period of 30 to 90 days. The court will inform you whether the case will be accepted for proceedings or whether it will be sent to another body for proceedings. The court notifies the court of any decision in writing.

Where can you complain about the MFC in Moscow if a citizen is refused consideration of the complaint by the center’s management? In this case, the filing may be considered by the prosecutor's office. However, filing a claim with the prosecutor’s office is much more difficult than with the center’s management. In this case, the solution will be more effective.

In order for the prosecutor's office to consider the appeal, the application must be submitted in writing. It must contain the following information:

• The name of the organization to which the petition is submitted, indicate the manager in whose name the petition is written.
• The text of the letter must indicate exact information about why the citizen is dissatisfied, as well as for what reasons there was a violation on the part of the center. It would also be useful to state your position and options for solving the problem.
• In order for an adequate decision to be made on the application, the applicant must attach proof of violation of the work rules to the application.

The document must be signed and contain the date of submission to the prosecutor. You can send a complaint to the prosecutor's office through a postal letter, marking it as a read receipt. You can transfer it personally or through a trusted person.

Note! You can submit a claim via the Internet; on the official website of the prosecutor’s office you can fill out a complaint, and you can also attach documents confirming the violation. In connection with the complaint, prosecutors will be required to consider the violation: conduct an investigation, draw conclusions, and report the result of the work.

A complaint about the work of the MFC to the prosecutor's office is a more serious form of influence and it should be used in cases where we are talking about a gross violation. In such cases, the inspection will be carried out by a prosecutor-inspector, and since the complaint is sent to law enforcement agencies, it is worth approaching the text more carefully than when drawing up a complaint to the management of the MFC.

The text of the complaint to the prosecutor's office against the MFC must contain the following:

• Name of the prosecutor's authority, full name of the prosecutor in whose name the application was drawn up;
• Indicate your full name, address, contact information;
• Indicate the name of the MFC, its address and the full name of the manager;
• The text of the document will need to indicate all the facts of the violation and the circumstances in which it occurred. Support your story with dates and other specifics;
• Put forward a demand to the prosecutor's office to conduct an inspection and eliminate the consequences of the violation on the part of the MFC;
• Provide a list of documentary evidence that can confirm your words, and attach copies of documents to the complaint;
• Please sign and date it.

Info

The complaint can be sent by mail with acknowledgment of receipt, delivered in person or through an authorized representative. In addition, you can send a complaint via the Internet by writing a letter on the official website of the prosecutor's office and attaching scans of documents to your letter.

Based on your complaint, proceedings will be initiated, within the framework of which checks and other necessary activities will be carried out, to which you may be involved as a witness. Upon inspection, you will be sent a notification containing the results of the actions of the prosecutor's office. If the prosecutor’s office did not help and the violations are not eliminated, then you will have to go to court.

General procedure for appealing the work of the MFC

In Art. 11.2 of Law No. 210-FZ provides regulations for the actions of dissatisfied visitors to the center. A claim received by the center or its founder is considered within 15 days. Rules for filing a complaint:

• application form – written on paper or electronic;
• an appeal against an MFC employee is sent to the head of the center, and against the organization itself - to its founder or an authorized person of the administration of a constituent entity of the Russian Federation;
• ways to file a complaint: personal visit to the authority, by mail, online from the official website of the MFC, through State Services;
• the procedure for consideration is established by the Government of the Russian Federation and regional authorities.

Based on the claim, a decision is made whether it will be satisfied or rejected. The applicant receives a reasoned response the next day. If pre-trial measures are unsuccessful, they apply to the district court according to the plaintiff’s registration. The review period in this case is from one to three months.

Other methods of communication

Community centers operate on social networks. In addition to receiving complaints, reviews and comments, public pages reflect information about innovations and services.

Communities allow you to exchange opinions with other users and obtain reliable information on issues of interest.