General Director of Vietnam Social Security Nguyen The Manh and representatives of a number of units in charge of receiving citizens

Highlight the responsibility of the leader

The official dispatch stated that, in recent years, Vietnam Social Security (VSS) has promptly issued many documents to deploy, guide, urge, and improve the work of citizen reception and complaint and denunciation settlement in the whole industry; ensured adherence to the guidelines of the Party and Government in the Directives, Resolutions and legal documents on TCD, handling financial complaints. Accordingly, the work of citizen reception and complaint and denunciation settlement of social security agencies at all levels has come into order and made positive changes, contributing to ensuring the interests of participants and beneficiaries of social, health and unemployment insurance.

However, besides the achieved results, complaints and denunciations on social, health and unemployment insurance are still ongoing; in social security agencies of some provinces and cities (hereinafter referred to as provincial social security agencies), the leadership role in directing the work of citizen reception and complaints and denunciations settlement has not been given due attention; the situation of responsibility and interaction avoidance, or not holding dialogues with citizens is still visible. Some units lack drastic measures, and do not guarantee the deadlines, order and procedures for handling complaints, leading to the cases not being resolved completely with complicated arising factors, and excessive and prolonged complaints.

In order to overcome the above limitations and further improve the quality and efficiency of citizen reception, and settlement of complaints, denunciations, reflection and recommendations of the whole sector, the General Director of VSS requested the heads of affiliated units and the directors of provincial social security agencies to continue to strictly, fully and properly implement the provisions of the law on citizen reception, and complaints and denunciations, the guiding documents of the Party, the Government, the competent authorities and the VSS in the Official Dispatch. No. 133/BHXH-TTKT dated January 14, 2022 on inspection, examination and settlement of complaints and denunciations.

Illustrative image (internet)

It is necessary to attach the responsibility of the head, civil servants and employees of social security agencies in implementing citizen reception and solving complaints and denunciations; ensure the quantity and improve the quality of periodic and irregular citizen reception meetings of the head of the agency. For complicated cases involving many levels and branches or having problems in the application of the law, the head must directly receive citizens and organize dialogues in combination with mass mobilization work so that people understand and comply with the provisions of the law, ensuring security and social order in the locality.

Deliver proper mass mobilization to meet people's satisfaction

The task is to step up the propaganda, dissemination and education of the law on citizen reception and complaints and denunciations; organize professional and specialized training and retraining for the contingent of civil servants and public employees in charge of citizen reception and settlement of complaints and denunciations, especially district-level officials.

It is also crucial to strengthen the inspection of responsibility for implementing the law on citizen reception and complaints and denunciations of civil servants and employees of the social security agency; consolidate the contingent of civil servants and public employees engaged in citizen reception work, advising and handling dossiers to have good moral qualities, professional experience, and the ability of good mass mobilization to meet the satisfaction of the people; pay attention to equipping facilities, means, regimes, policies, and funding for citizen reception and complaints and denunciations settlement in order to ensure that they meet requirements and comply with regulations.

Moreover, it is to deploy and enter data of citizen reception and settlement of complaints, denunciations, reflections and recommendations into the National Database System on complaints and denunciations according to Official Dispatch No. 805/BHXH-TTKT dated March 31, 2022 of the VSS.

Finally, it is fundamental to summarize and review the amount of social, unemployment and health insurance benefits that are not in accordance with the regulations to be recovered, which are discovered through the settlement of complaints, denunciations, reflections and recommendations, and the recovered amount for each specific case; take urgent measures to recover the social, unemployment and health insurance funds for the amount that has not been recovered or is difficult to recover in order to ensure the strictness of the law and fairness among the participants and beneficiaries of social, unemployment, health insurance./.