Complaint against the Criminal Code through public services: step-by-step instructions

Algorithm for filing a complaint

Most of the dissatisfaction of citizens is associated with delays in receiving services. In a number of situations, a long waiting period is not critical, but sometimes, due to the unavailability of a particular certificate, the user is forced to start the document preparation procedure all over again.

You can complain about the work of an institution if its employees are incompetent and require additional documents not established by regulations or payment for initially free services. Any user of the service who has confirmed their account can file a complaint.

1. Load the main page of the service www.gosuslugi.ru in your browser.
2. Log in to your profile by entering your phone/mail and password.
3. At the bottom of the page in the Our projects section, find the link Pre-trial appeal.
4. Click the File a complaint button.
5. A page will open where the history and results of consideration of applications sent to the pre-trial regulation department will be stored in the future. Click the File a complaint button.
6. Proceed to fill out the form: mark the nature of the service and the date of contact with the department. Select a government agency and indicate the reason for filing the complaint. If you are dissatisfied with the work of a particular specialist, enter his data in the appropriate field.
7. Attach documents confirming your case to your application. Audio and video files, scans of notifications, and photographs are suitable.
8. In the requirements field, describe the method of solving the problem that suits you.
9. Choose how to receive a response and submit the document.

Making a complaint

Prepare the text of the appeal in advance. Pre-preparation has significant advantages. Firstly, you will have time to think about all sides of the issue, and you will not miss important details, and you will be able to edit what you write if you wish. Secondly, if you write an application directly in the form that the site offers, it will take some time. And when you send the finished text, you will see a window “the waiting time has expired, please resend the form.” And all your efforts will be in vain, since the written text will disappear. To avoid this situation, we recommend that you prepare to submit the form in advance and save a copy of the application on your computer.

In accordance with the functionality of the site, you can send documents confirming the controversial situation that has arisen. To do this, also prepare photographs of all necessary papers in advance. This could be an agreement between the owner and the management company, all kinds of acts on flooding and damage to property, acts assessing the damage caused, medical reports on injuries and consequences that occurred as a result of the negligence of the management company, your correspondence with organizations, their responses, and so on. Make sure your photos are legible and of an appropriate size. The total size of attached files should not exceed 50 MB.

There are no statutory requirements as such for the text of the complaint. But there are several rules that are important to follow to get a substantive answer. The essence of the appeal should be written in a purely business style. It is necessary to present only the facts in chronological order; all emotional overtones and personal attitudes are best left outside the letter. An additional advantage will be the inclusion in the text of the appeal of the rules of law that the management company violated.

In accordance with the Federal Law of 05/02/2006 No. 59-FZ “On the procedure for considering appeals from citizens of the Russian Federation”, appeals with unreadable text, with an incomprehensible essence, with threats against an official, his family or his property, and also containing profanity , remain without consideration.

Procedure for consideration of the application

The procedure for registering and considering a claim takes no more than three working weeks. If, when filling out the application, you provided insufficient information to clarify the situation, you will receive a notification asking you to clarify the information: add documents or provide evidence.

The more accurately you describe the situation that occurred when you contacted the department, the faster the response will come.

The final result of consideration of the appeal is a written response indicating the measures taken and possible ways to solve the problem. Citizens' statements about unlawful actions can initiate an inspection of the department, as well as serve as a basis for filing a claim in court.

If no violation is detected in the actions of employees, the user will receive a refusal to file a complaint with a detailed explanation of the reasons. Notifications appear in the user's account immediately after review.

In addition to the department for pre-trial regulation of controversial issues, State Services operates a support center, whose specialists can also provide advice on the legality of certain requests and actions of government employees.

You can file a complaint about dishonest work of government employees not only online, but also orally by entering it into the complaint log. The claim can be sent by registered mail or presented at a personal meeting with the head of the department.

The process of receiving a response in such cases takes a little longer compared to an electronic request.

The State Services Portal is a website aimed at providing reference, information and practical services to Russians. The resource provides comprehensive information about state and municipal services and ensures their receipt in online format.

The service can be called the same electronic government, the creation of which was actively discussed by State Duma deputies and society several years ago.

What do citizens most often complain about?

According to the latest statistical studies, the leading positions in the number of complaints filed are occupied by: the Federal Tax Service, the Main Directorate for Migration, the Pension Fund, the Federal Bailiff Service and the State Traffic Safety Inspectorate. But this does not mean that all the largest government bodies in our country are performing poorly. They provide a greater number of services compared to other departments, the load on the organization increases, and accordingly the number of deficiencies increases exponentially.

Most of all, citizens are dissatisfied with the quality of the provision of a certificate on the status of tax payments. In second place is obtaining information about the progress of enforcement proceedings. Services for obtaining a new generation passport, assigning a pension and registering a citizen at the place of residence round out the top five. If you look at the statistics by region, it is quite expected that you can see the largest number of complaints filed in cities with a population of over a million - Moscow and St. Petersburg.

Fast passage:

Many citizens do not always receive quality services from state and municipal bodies, and they decide to file a corresponding complaint against them to higher authorities. They do this through the courts. However, not many people know about the pre-trial appeal section for public services and about submitting their application through it. What is it, how can you submit your appeal using it, and what can you complain about? More on this below.

About the essence of the site

The portal began its official work on December 15, 2009 after its predecessor, the site ogic.ru, was closed due to a change in management at the Ministry of Communications. If the Federal State Unitary Enterprise Research Institute Voskhod was responsible for the development of the first project, then it became entirely responsible for the creation of the infrastructure of the new e-government.

The Ministry of Communications and the Rostelecom organization were appointed as customers.

Currently on the portal there is an opportunity:

1. Register and/or log in in order to provide yourself with access to 511 services, of which 371 are classified as regional and 140 as federal. These include, for example, making an appointment with a doctor, processing and issuing foreign passports, registering cars and trailers and much more.
2. Link your account to your mobile phone number or email in order to track the step-by-step progress of the procedure in real time, and, if you wish, install a special application on your smartphone for ease of use of the site.
3. Complain about a specific official or organization, but only if the poor-quality service was previously provided through State Services. This feature became available in 2015.

This means that the system will take into account the user’s location and analyze the possibility of a positive request completion, based on the data received. Sometimes certain categories of services or complaints may not be available to a person due to insufficient facilities, but this deficiency is currently being worked on.

other methods

In addition to State Services, there are other channels through which you can complain. For example, the RosZhKH resource, created by the anti-corruption fund. Its tasks include monitoring the work of companies servicing public utilities, as well as transferring citizens' appeals to the competent authorities. First, a general topic is selected, after which the request is specified, and after specifying personal data, you can complain, but a claim cannot be filed on the Internet.

In Moscow, you can select the “Our City” website, which is essentially an electronic book of complaints, there is a form where a problem area is selected, for example Dolgoprudny, a company, the problem is described and the application is sent. The appeal will be processed for no more than 8 days, after which the authorities will give an official response.

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Interesting! For other regions, there is the “Uprava” service, where application templates are available, which are then submitted to the official Internet reception offices of government officials.

All these resources work in an online format, so the time spent is greatly reduced. Some sites provide clear guidance on actions related to citizens' struggle for their rights, for example, if pests live in the basement, the Angry Citizen resource will recommend:

• submit an application to the Criminal Code by telephone;
• collect evidence;
• draw up a complaint from a group of residents;
• if there is no action, contact the authorities that control the activities of the management company.

Home page of "Angry Citizen"

Registration

It will not be possible to declare a violation of your own rights and interests using the Internet if you bypass the process of creating a personal profile. The registration form, operating on the basis of the Unified Identification and Authentication System (USIA), is located on the page esia.gosuslugi.ru/registration/.

Here the service requires the citizen to enter the following data:

• surname;
• Name;
• mobile phone or email.

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Novikov Igor Timofeevich

Legal consultant with 6 years of experience. Specializes in the field of civil law. Law teacher.

At the same time, a warning is issued that by clicking on the “Register” button, he signs the “Terms of Use” and “Privacy Policy”.

The user who agrees with all the provisions must proceed further. A notification will appear on the screen indicating that a letter with a confirmation code has been sent to the previously specified phone number or email address. You need to activate your profile according to the instructions, and then create and remember your own unique password.

After completing all the steps described above, the user will be redirected to the page for filling out personal data. In addition to the last name and first name already entered, you will need to indicate here:

• surname;
• floor;
• date and place of birth;
• type of identity document (internal passport of a citizen of the Russian Federation or foreign passport), as well as series, number, date and place of issue;
• SNILS.

Functionality of the federal web resource

The federal portal of state and municipal services is gradually becoming the most important and sought-after information resource for Russians. This trend is due to a number of factors:

• the need to have an account to receive various social and other services;
• the ability to identify and gain access to other Internet resources (for example, the official websites of the Federal Tax Service, the Ministry of Internal Affairs of the Russian Federation, the Pension Fund of the Russian Federation, etc.) through the portal of state and municipal services;
• Receiving government services in electronic form significantly facilitates and simplifies the lives of citizens.

If a Russian has registered on the portal once, he can use the following services if necessary:

• get a voucher to see a doctor for yourself or someone close to you;
• apply for important documents (general civil or foreign passport, SNILS, Taxpayer Identification Number, driver’s license, etc.);
• obtain a license to receive, store and use hunting or rifled weapons;
• register the purchased vehicle;
• file a complaint with the housing inspectorate (through the “State Services” the function of pre-trial appeal of low-quality or unreceived services is available);
• obtain information about existing tax debts, traffic police fines, etc.

How to register on the site

The registration procedure on the federal portal is carried out according to the following algorithm:

1. Go to the website gosuslugi.ru.
2. Click the “Registration” button on the main page.
3. Specify the user's first and last name, mobile phone number and email.
4. Create a strong login password (the system makes hints and will not accept a password that does not meet security requirements).
5. Confirm the action using a digital code (sent via SMS to the specified phone number).
6. Complete your user profile. At the first stage, you need to pass a verification of your passport data and SNILS number.

Important! Verification of the user’s personal data is carried out thanks to interdepartmental information interaction, so it can take from 5 minutes to 24 hours.

How to verify your account

Most of the services presented on the federal portal are available only to users with a verified account. This means that a citizen, after registration, has undergone the identification and authentication procedure in one of the following ways:

1. Through MFC. You need to visit the nearest multifunctional branch and write an application for account confirmation indicating a contact phone number and email. You will also need to provide the MFC employee with your passport.
2. Through the online banking system. Authorized clients of Sberbank, Post Bank, Tinkoff Bank can undergo the identification procedure remotely. To do this, you must be connected to the online banking of your financial institution.
3. Using an electronic digital signature (EDS). If a citizen has previously received an electronic signature, he can use it to certify his personal data presented on the State Services portal.
4. Through Russian Post. The user must order receipt of the secret code by mail. When receiving a registered letter, you will need to provide your passport and enter the code on the portal.

How to complain

You can submit a claim in the following ways: through the main version of the portal www.gosuslugi.ru and through a special link www.do.gosuslugi.ru. In fact, the second address is an integral part of the first, so in order to find it on the main page, you just need to scroll down the slider, find the “Our projects” section and the “Pre-trial appeal” sub-item.

Next, in the window that opens, you need to click on the large blue button with the inscription “Submit a complaint.” The system suggests that the reasons for writing a complaint may be:

• refusal to accept documents and/or provide services;
• violation of terms of assistance;
• request for payment or additional documents.

In the electronic application you will need to indicate:

1. The name of the service in obtaining which difficulties arose (for example, when paying a monthly child care allowance, etc.).
2. The date of submission of the request for its provision.
3. The name or address of the agency whose incompetent work gave rise to the complaint.
4. The name of the employee who violated his authority.
5. Reason for filing the complaint.
6. Additional information.
7. Supporting documents and materials (optional, size – no more than 5 MB).
8. Your requirements.
9. Personal Information.
10. Feedback method (email or regular mail).

After completing all the steps, the user will only have to click on the “Submit” button. The response should arrive no more than 15 days after submitting the appeal.

User complaint statistics

Every day, dozens of complaints regarding the work of departments are registered on the State Services portal. The most common problems are:

• refusal to provide services;
• violation of deadlines for their submission;
• violation of the applicant’s rights (demanding payment for services or providing “extra” documents).

According to statistics, most often problems arise when citizens receive a certificate of no criminal record; in second position in the ranking is the issuance of a passport upon reaching the age of 18. Difficulties often accompany the process of applying for a pension, obtaining a certificate from the tax service, and issuing an international driving license.

Note: in July 2021, more than 700 complaints from citizens related to obtaining a certificate of no criminal record were considered. About 500 complaints from citizens were registered due to difficulties in obtaining a new generation passport.

The most requests were registered in Moscow and the Moscow region, Yekaterinburg, Perm, and St. Petersburg.

If previously, in order to complain about the work of departments, it was necessary to personally contact the authorities, then with the advent of the Pre-trial Appeal project, everyone can solve their problem via the Internet. All you need to do is register on the portal and fill out the electronic form.

Alternative way

There is also an alternative option for filing a complaint, which is hidden directly on the pages with each individual service. To give a clear example, you can select the “Registration of citizens” position. The user needs:

1. Go to the service catalog.
2. Click on the item “Passports, registrations, visas”.
3. Find the section “Registration of citizens” and in it – the subsection “Registration of a citizen at the place of residence”.
4. Scroll down the slider and click on the “Submit a complaint” button in the lower right corner.

As a result, completing the application will take a little less time than when following the first method, because in this case the “Document or service” field will be filled in automatically. In all other columns, information is entered manually.

Another way to file a complaint

There is another way to file a complaint, this requires:

1. Go to the State Services portal;
2. Then find the section “Catalog;
3. Next, the system will display a list of suitable services, from which you need to select the one you need;
4. Then you need to open the service with its full description;
5. Then on the page you need to click on the blue banner with the inscription “Submit an application”;
6. Next, on the page that opens, the user fills out the form to file a complaint. In this form, the “Name of service” item will be automatically filled in.

Statistics

The performance indicators of the electronic complaints system are clearly demonstrated on the page do.gosuslugi.ru. Although the graphs presented here are regularly updated, it can still be established that the population most often turns to the portal to file complaints for the following types of services:

• obtaining a certificate of presence/absence of a criminal record;
• assignment of pension;
• obtaining a new generation passport by a citizen of the Russian Federation;
• providing information on the progress of enforcement proceedings;
• obtaining a certificate on the status of settlements for taxes, fees, penalties and fines.

Of all the existing departments, Russians are most dissatisfied with the work:

1. Main Directorate for Migration Issues of the Ministry of Internal Affairs of Russia.
2. Pension Fund.
3. Federal government institution "GIAC of the Ministry of Internal Affairs of Russia".
4. Federal Bailiff Service.
5. Main Directorate for Road Safety of the Ministry of Internal Affairs of Russia.

The top five regions with the highest number of complaints include:

1. Moscow.
2. Saint Petersburg.
3. Ekaterinburg.
4. Nizhny Novgorod.
5. Krasnodar.

User complaint statistics

Every day, dozens of complaints regarding the work of departments are registered on the State Services portal. The most common problems are:

• refusal to provide services;
• violation of deadlines for their submission;
• violation of the applicant’s rights (demanding payment for services or providing “extra” documents).

It is useful to know how to log out of your State Services account.

Important: how to pay land tax online.

All about what updates appeared on the State Services website after changing its version.

According to statistics, most often problems arise when citizens receive a certificate of no criminal record; in second position in the ranking is the issuance of a passport upon reaching the age of 18. Difficulties often accompany the process of applying for a pension, obtaining a certificate from the tax service, and issuing an international driving license.

Note: in July 2021, more than 700 complaints from citizens related to obtaining a certificate of no criminal record were considered. About 500 complaints from citizens were registered due to difficulties in obtaining a new generation passport.

The most requests were registered in Moscow and the Moscow region, Yekaterinburg, Perm, and St. Petersburg.

If previously, in order to complain about the work of departments, it was necessary to personally contact the authorities, then with the advent of the Pre-trial Appeal project, everyone can solve their problem via the Internet. All you need to do is register on the portal and fill out the electronic form.

• Where to complain about the tax office? How to properly draft and submit a complaint?

Additional communication channels

You can ask questions regarding the operation of the portal or clarify the nuances of drawing up each specific complaint by contacting the following areas.

Feedback from the “Pre-trial Appeal” project

Located at do.gosuslugi.ru/support/. Allows you to enter the text of a message describing the essence of the situation, and also requires you to provide contact information to receive a response.

Hotline numbers

Electronic support service

Available at gosuslugi.ru/feedback. Here the user will need to specify:

• subject of the message (if the question is related to sending a claim, it is recommended to select the “Other” sub-item);
• the direct text of the appeal;
• FULL NAME;
• e-mail;
• telephone;
• if desired, a link to the page if a problem arose while using it.

Telegram

A person can directly contact a support specialist. To do this, it is enough to have the Telegram messenger application installed on your smartphone. To write to a State Services employee, you need to find him using the universal login @gosuslugi_support_bot. A quick response is guaranteed.

Official groups on social networks

For the convenience of the population, the service has acquired its own pages on the most well-known social networks - these are:

• VKontakte – vk.com/new.gosuslugi;
• Facebook – facebook.com/new.gosuslugi/;
• Odnoklassniki – ok.ru/group/gosuslugi;
• Twitter – twitter.com/EPGU.

Email

Emails can be sent 24 hours a day to [email protected]

Types of electronic signature

The legislative framework

Expert opinion

Novikov Igor Timofeevich

Legal consultant with 6 years of experience. Specializes in the field of civil law. Law teacher.

The provisions governing the principles and methods of writing and sending a claim in electronic form are regulated by the following legal acts:

1. Federal Law of the Russian Federation of July 27, 2010 N 210-FZ “On the organization of the provision of state and municipal services.”
2. Federal Law of the Russian Federation of July 27, 2006 N 149-FZ “On information, information technologies and information protection”
3. Decree of the Government of the Russian Federation of September 8, 2010 No. 697 On a unified system of interdepartmental electronic interaction.
4. Order of the Government of the Russian Federation of October 20, 2010 N 1815-r “On the state program of the Russian Federation “Information Society (2011 - 2021)” (with amendments and additions).

Features of a complaint against the Criminal Code

When filing a complaint regarding improper activities of public utility workers, you must always indicate your personal information, including your residential address. After all, an application will be considered only from a specific person; anonymous slander will not be accepted, especially if the fact is not supported by evidence. It will be useful to refer to the agreement with the management company, which usually spells out all the obligations of the company, because this document requires unquestioning execution.

If the management company does not perform the work to the required level, or does not provide the necessary construction measures, its clients may file a complaint, since this violates their right to quality services. Usually the message is addressed to the State Housing Inspectorate and Rospotrebnadzor, and in difficult cases - to the prosecutor's office. In any case, you need to try to solve the problem peacefully, and only if the Criminal Code refuses, should you begin active actions.

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The Gosuslugi service is constantly evolving and has become available in many regions. And if a person had previously encountered improper performance of any duties, he had to write a written statement or letter to file a complaint.

Then send it by mail or visit the control agency in person. This wastes time and often involves additional financial costs.

Now, with the advent of the State Services portal, many operations can be performed remotely, without leaving your own home. The ability to write a complaint through Gosuslugi and send it electronically has already been appreciated by many users, although not everyone knows exactly how to do this.

The lack of sufficient awareness leads to the fact that the majority of Russians cannot defend their rights. The tips and recommendations in the article will help many ordinary citizens defend their independence.

Where to go

Russian law gives citizens the opportunity to protect their consumer rights, and one of the methods would be to file an appeal with the regulatory authorities. Initially, you should try to solve the problem peacefully; it is better to do this in writing by sending a claim related to poor quality service to the management of the LLC. In difficult cases, you should know how to write a statement of claim to the court for housing and communal services, a sample of which is provided below.

Usually they respond to the appeal, but if the answer is not received or they refuse to solve the problem, complaints should be filed with higher authorities. But you need to figure out how to properly file a complaint with the housing inspectorate through State Services - this most often helps.

A complaint can be effective if drafted correctly.

Important! They begin the complaint procedure by contacting the Rospotrebnadzor hotline; the operator needs to provide information about violations, as well as the company that is responsible for them.

It will not be possible to resolve the issue over the phone, but the employee will tell you where to go and what algorithm to follow. Most likely, the organization for filing a complaint will be not only Rospotrebnadzor, but also the local housing inspection, responsible for the normal functioning of utility companies.

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In situations where failure to fulfill obligations on the part of the management company has led to casualties or severe damage, including moral damage, it will be necessary to contact the prosecutor's office to investigate the case and receive compensation for losses. One of the channels through which you can send a complaint against the company servicing your home is the state portal of State Services.

Municipal authorities can also influence the companies to which management of the house is transferred, then the appeal should be submitted to the local administration in the name of the person responsible for housing and communal services. A complaint against a management company through State Services will be more effective if it is sent to several authorities at once, including in writing.

Example text of a complaint to the housing inspection

How to file a complaint?

The State Services portal interacts with many government agencies. Their list is constantly changing, new organizations are being added.

In different regions, their list differs, and the user can clarify the list by going to the official website gosuslugi.ru, and then click on the “Authorities” tab. Starting from 2015, you can file a complaint through “State.

Here you can objectively present the situation with the evidence base, without wasting time in line.

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Some online sources say that it is not necessary to have a verified account. It is not right. There is too high a risk that an unconfirmed statement will go unheeded.

Attention! The list of departments available to provide public services varies in each region. Before filing a complaint, it is advisable to check the availability of this organization.

Among the most popular departments are the following organizations:

• Pension Fund;
• Migration Service;
• Ministry of Internal Affairs;
• Rosreestr;
• Federal Tax Service;
• Bailiffs Service;
• Ministry of Health care;
• Roskomnadzor.

The list will gradually be supplemented with new organizations.

How to leave a complaint on State Services: complain to the portal

Most often, users are interested in how to leave a complaint on State Services:

• For housing and communal services, for a management company;
• To the prosecutor's office, traffic police;
• To the doctor, to the tax office, to the Russian Post;
• To bailiffs, to Rospotrebnodzor, to the Labor Inspectorate;
• In FAS and in GZHI (State Housing Inspectorate).

Thus, you can now complain about the State Services portal, that is, file a complaint about poor quality provision of public services online. That is, today citizens do not need to contact the authorities in person; it is enough to leave a complaint on the State Services portal.

The functionality of the State Services portal is constantly expanding, the list of services available to users is growing, and the process of receiving them is becoming more comfortable. Thus, since 2015, the website has the opportunity to file a complaint against organizations providing their services through the Unified Portal. The project is called Pre-trial Appeal. Every month, thousands of complaints are received from citizens through State Services: about violation of deadlines for processing documents, refusals to accept applications, dishonest attitude towards the work of government officials, and much more. If there is a need to file a complaint, in this article you can find out how to do it through State Services.

Content:

Registration procedure

You must log in to the State Services portal. Then go down to the bottom of the website and click on the “Pre-trial Appeal” tab.

Even lower, you can see statistics on the frequency of requests in the form of a diagram.

Click “Submit a complaint.”

The system will redirect you to a new page where you need to fill out the proposed form. Personal parameters will already be entered.

The electronic complaint format includes the following points:

1. Date and reason for application.
2. Indicate the organization with which the conflict arose (you must select from the list provided or enter it yourself if it is not on the list).
3. Express the essence of the claim as accurately as possible, with confirmation of your arguments, which must be stated and supported by documents. The writing style is strictly businesslike.
4. In the “Purpose of appeal” section, express your requirements.
5. Personal information will be downloaded automatically.
6. Specify a phone number for quick communication and select a notification method.

Advice! For clarity, your words must be documented with photos and video materials.

For example, if this is a complaint against a doctor through State Services, then you should provide a photo of the prescription sheet and test results. This can be done simply using a modern smartphone.

When filling out an application, for speed, you should enter the first few letters and then select from the options provided. All types of complaints and the form of their presentation must comply with Russian legislation.

If the proposed list of reasons is insufficient, then the user has the right to add his own reasons. After filling out the form, send the application and wait for a decision within 15 days.

The procedure for filing a complaint through State Services

The procedure for submitting an appeal to the prosecutor's office on the portal is as follows:

1. A person goes to the website of the prosecutor’s office of his region.
2. In the tab that appears, select the “Internet reception” section.
3. Fill out all fields of the application, then double-check all entered data and submit the application for consideration.

Attention!
Applications to the prosecutor's office are not yet available on the State Services portal itself. The user can use this service to go to the Prosecutor General’s website. To do this, perform the following sequence of actions:

1. Go to the main page of the portal, click on the image of the coat of arms of the Russian Federation, located on the right side of the site.
2. After the menu appears, the user selects the “Categories” tab, and then selects “Justice and Law and Order” from the proposed options.
3. From the list, select the “Prosecutor General’s Office” tab. Next, on the service page there appears a link to the website of this government agency, where a person can leave his appeal.

Go to the main page of the portal, then click on “Justice and order”
When submitting an application through the portal, the user must take into account several rules:

1. Filing an application is permitted for any violation of the law, regardless of who committed the offense.
2. A person can complain to the prosecutor’s office, even if his rights have not been infringed in any way; by such actions he can protect another person or the entire society as a whole.
3. An appeal to the prosecutor's office can be submitted either on behalf of a citizen or on behalf of a public organization.
4. A complaint to the prosecutor can be made in writing or orally (the first option is preferable, since later the person will have the opportunity to appeal the lack of response to his application).
5. The written application is submitted in two identical copies, one of which remains with the applicant with a receipt stamp.

Selecting the prosecutor's office to file an appeal

A citizen must submit an application to the unit of the prosecutor's office that is located at his place of permanent residence. The choice of government agency also depends on the nature of the violation, the consequences of which a person wants to appeal.

There are several types of this government body in the structure of the Russian Federation:

1. The General Prosecutor's Office, where the Prosecutor General works, is the highest official in the entire prosecutorial system of the Russian Federation.
2. Divisions of the prosecutor's office in the regions of the Russian Federation.
3. City and district branches of government agencies.
4. Military prosecutor's office.
5. Specialized prosecutor's offices, among which the most common are: environmental, transport.

Results of consideration of the appeal

After submitting an application, the user can only wait for a response. The prosecutor makes a decision upon completion of the inspection, and the completed document is signed:

1. Head of the Prosecutor General's Office.
2. Senior Assistant Prosecutor.
3. Head of a regional division of a government agency.

As a result of considering the appeal, the authorized officer makes one of the following decisions:

1. Satisfaction of the application. Such a decision is made only if the prosecutor fully agrees with all the requirements stated by the citizen. As a result, all violated rights and legitimate interests of the applicant are fully satisfied.
2. Rejection of the request. If the requirements stated by the citizen in his complaint exceed the legal requirements or their fulfillment is impossible, he makes a decision to reject the complaint. A similar decision is made if the prosecutor, during the inspection, decides that the demands stated in the appeal are unfounded.
3. Repeat satisfaction. In practice, there are often situations when the prosecutor refuses to satisfy the appeal for the first time, but when he receives the complaint again, he makes a positive decision.
4. Explanation of the complaint. Such a response is sent in cases where the application submitted by a citizen does not meet all the requirements. The prosecutor explains to the person all the nuances that caused the deviation.
5. Redirection. This decision is made if another department can satisfy the person’s requirements.

Reasons not to file a complaint

The main goal that the applicant sets for himself when he sends an appeal to the prosecutor’s office is to eliminate violations of the law and bring the perpetrators to justice.

Certain categories of citizens turn to this government agency with questions the resolution of which is not within the powers of the prosecutor’s office:

1. Assignment of pension provision.
2. Recognition of a person as disabled.
3. Construction of roads and maintenance of road surfaces in good condition.
4. Legal advice on various areas of life.
5. Obtaining information about the activities of a legal entity.

According to the norms of Russian legislation, the prosecutor’s office does not have the right to interfere in several areas of activity of legal entities at once:

1. Economy.
2. Farming.
3. Organization.

On a note! The statutory activities of public organizations are highlighted, the resolution of issues on which is not within the competence of the prosecutor's office.

Cases when the prosecutor's office may refuse to satisfy an application

The prosecutor's office has the right to refuse to consider the applicant's complaint in several cases:

1. If the content of the appeal lacks semantic meaning.
2. The prosecutor decides to stop correspondence with a citizen or representative of a public organization, which can happen for several reasons:
   if the applicant sends the appeal again, but it also does not contain new grounds and data on the offense committed (provided that the prosecutor gave a reasoned response to the previously received application);
3. the complaint received from the person contains obscene language.

All applications sent to this government body, if they are not made on the merits or if they contain profanity or threats, remain without consideration. Accordingly, the applicant does not receive any response to such a letter.

On a note! If a prosecutor’s office employee decides to suspend correspondence, the citizen is notified of this within 40 days from the date the government agency receives the relevant application.

If necessary, correspondence can be resumed, but only if the applicant eliminates the grounds due to which the employee decided to suspend.

Watch a video on how to correctly submit an application to the prosecutor's office

Most common causes of complaints

The frequency of complaints about dissatisfaction with the services provided is reflected in statistics, and you can view it on the public services portal at the very bottom of the official page. For example, in January 2021, the Pension Fund was the most problematic.

The main dissatisfaction was that the promised increase in pension payments was not implemented; many pensioners received either the same amount or less than what was promised. Of the entire list of organizations, the greatest claims are made against such institutions as:

• tax office;
• Bailiffs Service;
• traffic police;
• healthcare organizations;
• Migration Service.

It’s easy to send a complaint through Gosuslugi. All shortcomings are gradually being corrected, since the main reason is a sharp increase in the number of interested people who want to restore justice. As practice shows, by region, the largest number of dissatisfied citizens live in Moscow and St. Petersburg.

What are the most common complaints on the site?

Statistics show that complaints about:

• Federal Tax Service
• General Directorate for Migration Issues
• Pension Fund
• Federal Bailiff Service and State Traffic Safety Inspectorate.

Important! Complaints are filed against large bodies and structural divisions, since they account for the lion's share of the load in terms of the volume of information processed, therefore the number of defects and imperfections is also growing!!

As a rule, complaints are received about the quality of the provision of tax certificates, and then about information about the progress of enforcement proceedings. Services for obtaining a new generation passport, assigning a pension and registering a citizen at the place of residence round out the top five. If you look at the statistics by region, it is quite expected that you can see the largest number of complaints filed in cities with a population of over a million - Moscow and St. Petersburg.

Alternative option

Another way to complain through Gosuslugi is the website do.gosuslugi.ru. The page is similar to the one on the official portal. Main stages:

1. The service you decide to complain about is selected.
2. Then go down and select “Submit a complaint.”

Since all actions will relate to a specific organization, it will be highlighted in the future when filling out the application form. All points are identical to the application for pre-trial appeal.

Interesting! If the user is not going to complain, and he has questions about the organization of the site, then he should click on the “Feedback” link and ask the necessary questions or clarify any parameters.

Be sure to provide your real contact information to receive a response.

Interaction with government agencies presupposes that both parties will have their own responsibilities. If a citizen believes that the department is not fulfilling its duties correctly, he can file a complaint.

Such an appeal is not only a way to protect one’s interests, but also to point out to the department their mistakes and shortcomings, in order to eliminate them and make the work more coherent and clear.

What are State Services

Bureaucratic processes in Russia require a lot of time and effort from those who want to receive government services. This is due not only to a large list of documents that must be submitted to the authorities, but also to large queues of citizens. To unload the state. employees and to improve the convenience of Russians, an Internet portal for government services was launched, where most issues can be resolved online, including the recalculation of debt for housing and communal services.

The site provides for the creation of a citizen’s personal account, where he uploads his personal documents and confirms his identity, after which statements and complaints are generated there. Within the framework of State Services, almost all government agencies are represented, which even provide such opportunities as obtaining a driver’s license, making an appointment with a doctor and issuing certificates of various kinds. An incorrect application submission algorithm is almost impossible, because a person acts according to the process specified by the site.

As a result, Russian citizens can use their personal account from anywhere in the country and eliminate the need to travel to the relevant authorities. The maximum number of services is available when you confirm your account by receiving a confirmation code to your email address, or using an electronic digital signature.

You will have to pay for some services, if required by law; this can also be done online using a bank card.

How to complain through State Services?

To file a complaint through State Services, it is not necessary to have a verified account. It is enough to register using a simplified form. After logging in to the portal, you need to scroll to the bottom of the page and select the “Pre-trial appeal” item in the “Our projects” section.

The user will be automatically redirected to the page for filing a complaint. You just need to click the corresponding button in the center of the page.

Please note that a complaint is an identification of dissatisfaction with the situation that arose at a reception at the department. There is no need to express general dissatisfaction with the work system or the list of required documents in the “Pre-trial appeal” form. But you can express your opinion through the feedback form, the button for which is located at the bottom of the page with “Pre-trial appeal”.

For correct proceedings, the user must fill out a form with the following points:

• Date of receipt;
• Department (under the column there is a map on which all government structures for the locality will be displayed;
• The service that the user receives or has received;
• The name of the employee whom the user visited at the reception;
• Applicant's contact details;
• The essence of the complaint;

Additional materials that are uploaded to the site. The total size of applications should not exceed 5 MB.

Expert opinion

Novikov Igor Timofeevich

Legal consultant with 6 years of experience. Specializes in the field of civil law. Law teacher.

The main field is “Grit of the complaint,” where the user must describe the situation with emphasis in the place that he considers incorrect. For example, the provision of a service beyond the deadline established for this.

The period for consideration of a claim is 15 days, but a decision on it may come earlier. Please note that the response to a complaint can be not only explanatory work with an employee of the department, but also informing the applicant that there were no errors in the work of the institution.

This means that the complaint may be rejected, and an explanatory note will be attached to the decision.

How to contact the State Housing Inspectorate via the Internet

You can report the inaction of the management company or HOA to the inspectorate using the GIS Housing and Communal Services website. The resource is designed to solve public utility issues. Complaints can be filed by people registered on the State Services website. The systems interact, allowing you to recognize the person who has applied and confirm his identity. Registration on the multifunctional portal is considered an electronic signature, and therefore makes it possible to send official documents.

To file a complaint online, you must fulfill the following conditions:

1. Open the website dom.gosuslugi.ru, in the information entry window that appears, enter your login and password for the State Services portal.
2. On the main page of your personal account that opens, select the option “Submit a complaint or appeal.”
3. Fill out the form that appears - enter your last name, first name, patronymic, email, telephone. In the lower left corner, under the information columns, you need to check the box confirming that you have read the requirements of the user agreement. If this is not done, the application will not be sent.
4. Compile information about the appeal - write the place of residence, city, village, select a topic, designate the addressee as the GZHI.
5. Describe the situation that has arisen - the text should be understandable, it is better to start it from the date of the violation, then consistently talk about attempts to resolve the issue with the Criminal Code, the latter’s answers, do not forget to express demands. You can refer to the agreement with the utility company, the law on the protection of consumer rights, the Housing Code.
6. It is better to submit a documented complaint. These could be complaints to utility companies, answers to them, copies of contracts, receipts for payment of bills, photographs of destruction. Their quality must be good, allowing you to see the details. Clicking the “Attach File” button will make the attached information part of the request.
7. Confirm sending of the electronic document.

Important: submitted documents must be readable and understandable.

When filling out the template, not all information should be entered manually. The program enters the data known to it automatically.

Access to government services offered by websites differs depending on the region.

Later, in your personal account, you can see the result of consideration of the application.

Important: to file a complaint via the Internet, you must use the state housing and communal services information system.

Algorithm for pre-trial appeal at State Services

On the portal you can file a complaint against any department, not just the traffic police. To do this you need to follow a certain procedure:

• Log in to your personal account on the State Services portal by entering your password and login.
• At the bottom of the page, find the “Pre-trial Appeal” section or follow the link.

The user is taken to a statistics page where the following information is provided:

• the name of the services for which there are the most complaints;
• government agencies against which the most incriminating complaints are made;
• territorial regions in which the number of complaints is in the leading positions.

Where to go

Russian legislation allows you to appeal the work of the management company to regulatory authorities.

You can file a complaint about the work of the management company:

• to Rospotrebnadzor;
• local Housing Inspectorate at the location of the managed building;
• to municipal authorities;
• to the prosecutor's office;
• to court.

Filing a complaint to the prosecutor's office or court is usually advisable if the work of the Criminal Code resulted in casualties and serious damage.

The complaint can be submitted in person or remotely via the Internet. Filing a complaint through the State Services portal allows you to save a lot of time on a personal visit to the appropriate authority.

But to do this, such a complaint must be sent through a resource that requires personal identification. This is the State Services portal.

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