How to file a complaint on State Services: complain

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:

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.
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.
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.

Important!
Providing services to the population, as well as writing claims, always corresponds to a specific region of the Russian Federation. 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.

About a complaint against the management company through public services: sue the company

Management companies that maintain houses and monitor the supply of resources to them do not always work well.

This can include untidy yards, problems with power and water supplies, and unmaintained entryways.

If this is exactly the situation and the management company cannot cope with its obligations, which are dictated by the agreement with the residents, you should file a complaint against the unscrupulous company.

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.

File for divorce through government 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.

Algorithm for filing a complaint

You can file a complaint against housing and communal services through State Services only after pre-registration on this resource.

At the first stage, an account is created using your full name and phone number or email; for the next stage of your profile, you must enter your passport and SNILS data.

To use all possible functions of the resource, you need to order a letter to your home address, which will indicate a unique code; after entering it on the site, your account becomes as effective as possible. Also, if a person has a digital signature, its file is downloaded, then the account is automatically confirmed.

Confirmed account on State Services

Apply for alimony through government services

The algorithm itself, according to which a complaint is filed against the management company through State Services, is quite simple. After authorization on the site, you should enter “do.gosuslugi.ru” in the address bar of your browser.

At this address, the person will be redirected to the page for filing complaints.

Submission is possible not only to the management company, but also to any other body that serves a person, for example, the traffic police or the Pension Fund.

Next in the form the following actions are performed:

the situation that has arisen is selected, for example, a complaint against the management company;
the reason for the appeal is entered, for example, that the roof area is leaking or an illegal shutdown, and the date of submission;
the body that, in the consumer’s opinion, violated his rights is indicated;
in order to quickly resolve the issue, you should write down the full name of the official who did not resolve the issue or sent an illegal refusal; this should be done if such an official exists;
the purpose of the appeal is specified, that is, what the person wants to achieve with the complaint; in the case of a management company, this could be the adjustment of the company’s work, compensation for damage from a flood or mold, and other similar requirements;
the contact details of the person and the path by which the response will be received are entered, and the address of the managed house is also mentioned.

You can also go to the service catalog on the website and go to the bottom of the page, where the complaint button will be available. The further algorithm is similar to the one described above, you just need to fill out the displayed form.

We write the complaint correctly

There is no separate format for sending complaints about poor-quality services, but you should follow the rules of business correspondence, avoiding obscene language. The following must be in circulation:

Full name, contact details and address of the applicant;
the body to which the complaint against the housing and communal services company is sent through State Services;
a description of the violations that were recorded by the person, their essence and the circle of persons who committed the offense, if known;
requirements for eliminating the problem, as well as deadlines;
request for notification of the result of consideration of the appeal;
date and signature of the applicant.

Note! If a citizen has evidence of violations, these can be video files, photos or screenshots of receipts and checks, they need to be attached, then the issue will be resolved faster and according to the situation.

If there is evidence, the issue will be resolved faster

The text of the complaint should be brief; if it is not submitted through State Services, you can type it on a computer or write it manually.

The information presented should be brief, but if details are important, they should be indicated.

It doesn’t hurt to get advice from a lawyer, because it is important to refer to the legislation and regulations that the management company violated with its activities.

Additional Information! If before the current complaint a person contacted utility workers, the result should be indicated; a copy of the response or a photograph should be attached to the appeal.

In the case of State Services, a person receives a notification that the application has been accepted; upon actual submission, one should receive one copy of the paper with a mark indicating acceptance for processing.

It is advisable to attach evidence to the application:

a technical inspection report, for example, stating that there is no light in the house;
testimony from neighbors;
information from surveillance cameras;
any other documents indicating violations by the Criminal Code.

The same will be required if a citizen decides to file a lawsuit against the management company.

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.

Submit an application to the prosecutor's office through State Services

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.

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.

Angry Citizen page

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.

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.

If you do not fill in the fields related to identity confirmation and the number of your individual personal pension insurance account, the range of services will not be fully open. Some electronic procedures may require even more detailed identification verification.

How to properly file a complaint against a management company online through the State Services portal?

Residents of apartment buildings are forced to enter into contracts with management companies.

But it is not always the case that a specialized organization fulfills its assigned duties efficiently.

In such a situation, you may need to file a complaint against the management company.

One of the most convenient ways to submit a complaint against an unscrupulous company is to use the State Services portal.

Grounds for filing a complaint

The management company’s tasks include maintaining the apartment building and providing residents with all the necessary resources in a timely manner.

The law does not provide for grounds for filing a complaint about the work of the management company, but, according to established practice, residents most often complain about the following:

If you want to find out how to solve your particular problem in 2020, please contact us through the online consultant form or call :

Moscow.
Saint Petersburg.

unsatisfactory operation of the heating system;
uncleaned yards and entrances;
uncollectible garbage;
illegal actions in relation to common property (for example, misappropriation);
the management company does not have a license;
interruptions in water and electricity supplies;
roof leak;
unreasonably high tariffs for services;
late snow removal;
faulty elevator;
regular errors in payment documents;
imposing additional paid services that are not related to utility bills;
failure to take action by the management of the management company , despite regular complaints from residents;
the company's management exceeding its authority , etc.

The grounds for filing a complaint may be other: residents can familiarize themselves with the list of responsibilities of the management company in the concluded agreement.

Where to go

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

Before exercising their right, residents should file a complaint directly with the management of the management company. Only if such a complaint was ignored or the shortcomings in the company’s work were not corrected, should the complaint be forwarded to higher authorities.

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

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.

According to the Federal Law “On the Protection of the Rights of Legal Entities and Individual Entrepreneurs in the Exercise of State Control (Supervision) and Municipal Control,” electronic appeals from citizens may become a reason for an unscheduled inspection.

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

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

Moscow.
Saint Petersburg.

How to file a complaint against a management company on State Services

The procedure for filing a complaint against the management company using the State Services portal involves going through the following stages:

It is necessary to go through the pre-registration procedure on the State Services portal . To do this, create a personal account indicating your full name, phone number or email.
The next step is to enter your passport details and SNILS.
Go through the personal identification procedure (for example, through a registered letter to the registration address or a personal visit to a government department with a passport).
The unique code issued during identification is entered in a special field , and the account becomes confirmed.
The user logs in to the portal using a login and password.
Follow this link and click the “Submit a Complaint” button.

Fill out the application form.
Click the “Send” button.

The complaint form that is sent to the supervisory authority must contain the following information:

Full name, contacts (telephone, mail) and address of the applicant;
type of complaint : complaint against the management company;
reason for contacting (for example, a complaint about illegal disconnection from utilities);
name of the company that violated consumer rights and its data (TIN/KPP/address);
address of the house served by the management company;
Full name of the authority employee who did not take action in response to the complaint;
purpose of the appeal : what the applicant would like to achieve based on the results of consideration of the application (for example, compensation for material damage due to flooding of the premises).

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:

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

Procedure and terms for consideration of a complaint

Employees of the State Housing Inspectorate register incoming applications via the Internet within three working days. When visiting the organization in person, they are registered immediately.

The application is reviewed within thirty days. As a rule, this period may end earlier. However, if this does not happen, then the consideration is automatically extended for another month until a final decision is made.

It happens that the solution does not suit the residents of the house. In this case, they have every right to go to court or the prosecutor's office.

Having problems receiving one or another government service? What to do? Where can I complain about the State Services website and, for example, how can I file a complaint against the tax office or management company? Is it possible to file a complaint through State Services? Calm down, don't panic! We will tell you how to file a complaint on State Services: complain through State Services!

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:

Go to the service catalog.
Click on the item “Passports, registrations, visas”.
Find the section “Registration of citizens” and in it – the subsection “Registration of a citizen at the place of residence”.
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.

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:

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

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

Moscow.
Saint Petersburg.
Ekaterinburg.
Nizhny Novgorod.
Krasnodar.

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

8 (toll-free in Russia), 8 (495) 727-47-47 (call costs are calculated depending on the operator’s tariff), 115 (free in the Russian Federation, only for calls from mobile devices).

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.

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]

Important! When you follow the link gosuslugi.ru/help and scroll through the page to the section “Didn’t find the answer to your question?” you can again find a blue button that allows a citizen to file a complaint, but in this case - to the entire portal as a whole. The procedure for filling out the form is standard.

Complaint against the management company through public services in 2020

Reading time: 5 minutes
Owners of premises in an apartment building choose a specialized company and then enter into a management agreement with it, the terms of which the management company is obliged to comply with.

Otherwise, residents can report their complaints in writing to the competent authorities.

Since this can be done not only in person, but also online, find out how to file a complaint against the management company through State Services.

Grounds for filing a complaint against the Criminal Code

The work of management companies often causes dissatisfaction among apartment building residents, which subsequently provokes long-term conflicts. As a rule, the main reasons for litigation are untimely resolution of issues, poor quality of services, as well as their inflated cost.

Owners do not always have the determination and knowledge to file a complaint against the management company. However, an individual or joint appeal submitted in person or online on the State Services portal can lead to a positive result in the following cases:

If the management organization fails to act, if it should have taken measures to eliminate the problem, but did not do so. Ignoring is considered inaction:
lack of lighting in the local area;
littering of common areas;
breakdowns and malfunctions.
In case of unlawful actions - refusal to provide the resident with the requested information, untimely or poor-quality provision of services or carrying out landscaping, repair work, and so on.

Why do we need the State Services portal?

Gosuslugi is the official Internet portal for the provision of public services. On this resource it is easy to order a document or service online and pay the fee. The result can be received by email or collected in person at a government agency.

It is easy to perform the necessary operation on the site. The portal contains:

convenient search and catalog of electronic services;

personal account with the history of ordered documents, fines and debts;
electronic state mail;
the ability to pay for the service using the proposed payment services.

In some cases, when paying through the portal, you can get a discount on the state fee. For example, when ordering a foreign passport, the savings will be 30%.

In addition, there is a State Services mobile application that facilitates work via a smartphone. And in some social networks, you can get online consultation in your portal account.

Registration on the portal

Users of the resource can register a simplified account without personal identification or its verified version. The latter allows you to receive any services and also pay for them online.

To register an account from which you can perform all transactions, you must decide on your preferred method.

Method 1. Register directly on the portal, entering all the necessary data, and upgrade your account to verified:

When you receive a message on your phone, enter the registration code.
Pre-verify your personal information by creating a standard account. To do this, you need to fill out a user profile, indicating the insurance number of the pension certificate (SNILS) and passport details of the document. After checking the information, a notification of the results will be sent to the specified email address.
Confirm your identity using one of the following methods:

Method 2. Create an account on the portal directly in the Internet banking system.

After checking it, you can get a confirmed record without a personal visit to government agencies or banking institutions.

This method is also available only to clients of Sberbank, Tinkoff or Post Bank.

Method 3. Register at one of the Service Centers during a personal visit. Once the documents are verified, the client will receive a verified account.

How to file a complaint against the management company through State Services

When researching the question of how to file a complaint against housing and communal services through State Services, users will find one common mistake on most legal websites - these resources offer to fill out an electronic form for the “Pre-trial Appeal” service, presented on the portal in the “Our Projects” section. In practice, this is impossible, since through this service you should only file a complaint about the work of government bodies, and not complain about other organizations.

Even after trying to use the offered service, the visitor will find that the complaint form cannot be filled out. The list of services does not include anything related to home management. In this regard, we will discuss which methods really work.

Procedure for filing a complaint

You can complain about a service organization using a special GIS housing and communal services information system. To do this you need:

Login to the site.
Open your account.
At the bottom of the page, find the “Our Projects” section.
Select the “GIS Housing and Public Utilities” tab.
Open the “Send an appeal or complaint” tab. The electronic form is partially filled out automatically with account information. They can be changed only in cases where the accounting information itself is corrected.
Enter the applicant's information in the empty fields.

Fill in the application information:
select from the list of recipients of the appeal, for example, a housing inspection;
write the text of the appeal. The screenshot shows a short example of it
Click the “Submit” button.

A complaint to the GIS about the management company must contain a detailed description of the problem that caused the complaint. It is worth attaching documents confirming the violation of the terms of the contract, acts, photos, etc.

Complaint consideration period

Typically, complaints submitted through the portal are reviewed within 15 business days, but the State Information System for Housing and Communal Services states that the response time may vary depending on the nature of the appeal. The time frame must comply with the provisions of Federal Law No. 59-FZ dated May 2, 2006 “On the procedure for considering appeals from citizens of the Russian Federation.”

The speed of receiving a response, for example, from the state housing inspection depends on how quickly the management company provides clarifications. The response time of the management company is also regulated. The managing organization is obliged:

provide information upon request within 10 days;

respond to a complaint regarding the quality of waste management services within 3 working days;
immediately respond to a complaint about the detection of a gas odor in the premises and in the yard;
within 5 days from the date of receipt of the request, provide information on the lists, volumes, quality and frequency of services provided.

Receiving a response to your request

The State Services portal through the GIS Housing and Communal Services allows you to send a complaint directly to the authority that controls the activities of the management company - to the State Housing Inspectorate or the administration of the municipality.

Upon receipt of the complaint, the responsible authority:

conducts an expert review of the violation;
makes a decision or order;
communicates the result to the applicant.

The information is sent to the email address or mobile phone specified when filing a complaint.

If clarification from the applicant is required, representatives of the addressee can clarify the necessary information by telephone.

Other ways

There are other services and facilities for filing complaints against a service organization. For example, the following are required to accept and consider an appeal:

The choice of organ depends on the violation and the severity of its consequences.

In addition, a special application has been developed for complaints about housing and communal services - RosZHKKH. It contains ready-made claim forms, in which you only need to enter your passport details and information about the management company.

The legislative framework

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

Federal Law of the Russian Federation of July 27, 2010 N 210-FZ “On the organization of the provision of state and municipal services.”
Federal Law of the Russian Federation of July 27, 2006 N 149-FZ “On information, information technologies and information protection”
Decree of the Government of the Russian Federation of September 8, 2010 No. 697 On a unified system of interdepartmental electronic interaction.
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 - 2020)” (with amendments and additions).