Where to write a complaint against the MFC: procedure and sample

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Published: September 26, 2018

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Working on the “single window” principle, Russian multifunctional centers (MFCs) are government agencies that provide a whole range of administrative services to the population. This format of work allows a citizen not only to simplify the procedure for obtaining one or another government service, but also to significantly reduce the time for submitting documents.

• Grounds for filing complaints
• How and where to send a complaint to the MFC: procedure and necessary documents Complaints to the MFC
• Complaint to the prosecutor's office
• Going to court

At the same time, the MFC does not always manage to provide administrative services efficiently and effectively - both minor errors and gross offenses can occur here. Civil legislation provides every Russian citizen who has encountered inappropriate service from government agencies with the right to protect his personal interests.

In what cases can you complain?

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It is worth considering that for minor misunderstandings due to the human factor that do not entail serious consequences, from a moral point of view it is not worth filing a complaint, but only pointing out the violation.

But there are cases of serious systematic offenses when individual employees are rude, behave inappropriately, and completely refuse to comply with legal requirements, violating the terms established by regulations and law for the provision of services.

1. Quality of service (failure to follow queues, unprofessional staff, insulting customers, violation of regulations and deadlines, etc.)
2. Failure to fulfill the purpose and functions (lack of specialists in the workplace, photocopying equipment, terminals for paying state duties, inappropriate atmosphere in the room, noise and shouting, etc.)
3. Illegal demands and actions of employees that violate your rights (transfer of personal data to a third party without consent, demands for monetary compensation for their work (bribe), retention of completed documentation beyond the deadline, without legal grounds)

Reasons for appeal

Federal Law No. 210-FZ of July 27, 2010 contains the main provisions by which it is possible to establish the reasons for an out-of-court appeal against the actions of MFC employees. The main violations that serve as grounds for filing a complaint are:

• failure to comply with the deadlines for registering a citizen’s request;
• refusal to provide a service;
• unlawful demands;
• errors in issued documents.

A complaint can also be filed against the MFC if:

• the employee receives demands to provide funds in the form of a bribe;
• obscene language addressed to a citizen;
• in the presence of other violations that fall under the administrative or criminal codes of the Russian Federation.

Complaint to MFC management

You have every right to leave feedback on the quality of services and the work of individual specialists in the book of requests (complaints), as a rule, it is located at the documentation stand or at the administrator’s desk.

Read also: How to find out tax debt using TIN?

You can write both a complaint and a positive review, suggestions for improving the work of the MFC, and the provision of certain services.

The format of the text is free, but obscene language and insults should be avoided. You can be anonymous or provide your details including phone number.

You should not be afraid that your review will not be seen by the management of the MFC, or that the page with the complaint will be torn out. The pages of the book of appeals are numbered and sewn, and the spine is certified with the seal of the organization.

One of the points of the official regulations of the head of the MFC includes a systematic check of the book and a written reflection of the measures taken for each complaint, review, and proposal.

When can I file a complaint against the MFC?

Service in multifunctional centers is structured in such a way that the visitor is quickly and efficiently provided with the required service. In most cases, employees communicate quite correctly and are competent in matters of paperwork, but there are also conflict situations in which visitors threaten to write a complaint. Do clients have the right to express dissatisfaction with the work of the center in this way?

Any visitor can complain about the work of the MFC, but he must have good reasons for such an action. They are specified in the Federal Law of July 27, 2010 No. 210-FZ. The list of grounds for initiating official proceedings includes:

• violation of the allotted deadlines for processing documents;
• unreasonable refusal to accept documents, process them or issue them;
• requirements for a package of papers or the visitor himself that do not comply with the letter of the law;
• errors made in documents.

You can also file a complaint in the following cases:

• rudeness of employees;
• obscene language addressed to clients;
• other violations specified in the Code and the Criminal Code of the Russian Federation.

A complaint to the MFC for missed deadlines and other conflict situations caused by the center’s employees is submitted on the same day or a few days later.

It is better that no more than 3 days pass between the violation and its official recording. A larger time interval makes it difficult to clarify the circumstances of the situation.

Complaint to the prosecutor's office

In the event of a gross violation of your rights, for example offers to give a bribe or fraud, it is better to immediately contact the prosecutor's office at your place of residence.

Filing such a complaint is a little more difficult, but the measures taken will be very effective. You can report a problem and write a statement in the order of the prosecutor's office, or you can draw it up in advance and then send it by registered mail.

As a rule, written in free form, the sample complaint must include:

1. To whom it is addressed, indicating the organization, position and name of the director
2. Your name, address and contact telephone number.
3. Text of the complaint itself
4. Evidence of violation of rights (fraud, etc.)
5. Requirements to take measures and their justifications
6. Signature and date

Where else can you complain?

You independently choose where to complain about the MFC. However, it is initially recommended to file a complaint with the management of the “My Documents” department, whose employee violated your rights or legitimate interests

You can complain about the MFC not only to the management of the department, but also to other government agencies:

• prosecutor's office,
• Rospotrebnadzor,
• court.

Details about the nuances of contacting these government agencies are presented below.

To the prosecutor's office

If your rights have been grossly violated (for example, you have received an offer to give a bribe), immediately contact the prosecutor's office located at your place of residence. Report a problem by submitting a written complaint (a sample is available on our website).

It is drawn up in free form, but the following information is required:

• name of the prosecutor's office,
• Full name and contact details of the applicant,
• essence of the appeal and description of the situation,
• evidence of an offense,
• requirement to take action
• date and signature.

The period for consideration of complaints by the prosecutor's office is 30 days, but this period is reduced to 15 days if there is no need for verification and additional study of documents.

To Rospotrebnadzor

The next government body you can contact to protect your rights is Rospotrebnadzor. The completed complaint will serve as the basis for an unscheduled inspection or the initiation of administrative proceedings.

Information that must be provided in the complaint:

• name of the territorial office of Rospotrebnadzor,
• FULL NAME,
• e-mail (to receive a response in electronic form) or postal address,
• essence of the complaint,
• date and signature.

You can submit a complaint for consideration in person, send it by mail or through an electronic form on the Rospotrebnadzor website (https://petition.rospotrebnadzor.ru/petition). The general period for consideration of a complaint is 30 days from the date of its registration.

To court

If none of the above government bodies took action or responded to the situation, seek legal protection of your rights. Draw up a statement of claim consisting of 3 main parts:

• Introductory part . Indicate the name of the court and its address, information about the plaintiff (your full name and place of residence), as well as about the defendant (the MFC employee who violated your rights);
• Base part . Describe the reasons for filing a claim and the actions of the defendant that violated your rights and legitimate interests;
• Final part . Petition to the court (list of your demands) and “Appendix” with a list of attached documents.

By going to court, you will be able to recover the material and moral damage caused, as well as legal costs. The main thing is to document the validity of the requirements. The total period for consideration of cases in the district court of first instance is 2 months. A sample statement of claim against the MFC in court is provided on our website.

Going to court

If the above listed authorities have not responded to your appeal, it is time to go to court with a statement of claim; it will be filled out on the spot at the reception of the court building or in advance, then sent by registered (valued) letter, with return receipt requested.

After admission, the judge initiates the trial process, which certainly will not go unnoticed. A copy of the claim will be sent to the MFC, which will result in a court hearing with the participation of the parties.

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How to file a complaint against the MFC?

The main thing in resolving issues with a multifunctional center is a correctly written appeal.

Sample complaint against MFC

The sample complaint to the MFC for missed deadlines for issuing documents is identical to the one used for rudeness, extortion and other problems:

• contact details of the applicant and name of the center;
• text with explanations;
• requirements.

The date and signature are also an integral part of the document. Without them, it becomes invalid.

The standard sample complaint against the MFC to the prosecutor's office contains the same columns, but requires a more detailed description of the situation. You can download and view the sample in .pdf format using the link.

But this document can also be drawn up in any form.

Regional MFC

A complaint against the My Documents branch is submitted to the regional center for the provision of state/municipal services. Their complete list with addresses, reception schedules and official portals is presented at the link mfc.rf/mfc/index/regions.

In addition to the standard personal or postal submission of an appeal, applicants can use the feedback form on the MFC website. Users will be asked to enter general information about themselves and the offense being complained of; in some cases, authorization in the Unified Identification and Authentication System (through the gosuslugi.ru portal) may be required.

Institutions and reasons for filing a complaint

The procedure for pre-trial appeal of inaction or poor quality provision of state or municipal services is determined by Federal Law No. 210-FZ of July 27, 2010. Reasons for contacting regulatory authorities: refusal of service, violation of deadlines for registering a citizen’s application. Errors made in the documents issued, unlawful demands and obscene language from the center employee. The appeal is submitted directly to the service organization or the prosecutor's office. You can also file a complaint about the work of the MFC in 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.

Additional opportunities in the Moscow region

An easy way to complain is to report the conflict by calling the hotline.

8-800-100-70-10

You should not expect satisfaction of the claim from such an action, but the applicant’s well-being will improve. Unlike other regions, there are more authorities where to write in Moscow. Expanded opportunities to complain are due to the presence of government agencies that have their own electronic resource on the Internet. Residents of this region can file a complaint about the work of the MFC in Moscow in several ways:

• through the electronic reception on the “My Documents” resource;
• on the official website of the mayor of the capital;
• through the portal “Our City”.

If cases of extortion or fraud are detected on the part of an MFC employee, a citizen contacts the prosecutor’s office of his region through the Internet reception. Muscovites also have this opportunity. A motivated response from administrative and supervisory structures comes within 8 working days.

Complain in St. Petersburg and Leningrad region

All standard methods of filing a claim with the document center are available to residents of the northern capital and its environs. As in other regions, a complaint is written in a book intended for this purpose in the organization itself, reported by calling the hotline. Extrajudicial authorities:

• head of the center or authorized body for the management of the regional MFC;
• government of a constituent entity of the Russian Federation;
• prosecutor's office;
• department of public administration.

You can file a complaint about the work of the MFC in the Leningrad region remotely. The exception is filing a claim on the center’s official website: this opportunity is currently only available to residents of Moscow and its surrounding areas. Judicial consideration of appeals is carried out at a district meeting, if the complaint was received against an employee of the center, or at a regional meeting, when the complaint concerns the head of a subject MFC.

Prosecutor's office

Contacting the prosecutor's office would be advisable in cases of recording facts of corruption of MFC employees, extortion and other flagrant violations of current regulations.

The addresses and official websites of the prosecutor's offices of the constituent entities can be viewed on the official website of the state prosecutor's office. When filing a complaint with the Prosecutor General's Office or its territorial bodies, you can use the Internet Reception service - ipriem.genproc.gov.ru/contacts/ipriem/. The user only needs to select the appropriate entity or agree with the procedure for creating requests on the website of the Prosecutor General's Office, and he will have access to the electronic filing form.

How to complain in Moscow via the Internet

1. For residents of the city of Moscow and the Moscow region, there is a unique opportunity to file a complaint against the MFC through an electronic reception. To submit an application, simply fill out the application form in the window that opens.
2. It is also possible to submit a complaint regarding the unsatisfactory performance of Moscow MFCs on the official website of the Moscow Mayor.
3. In addition, Muscovites can make suggestions on how to improve the work of multifunctional buildings.
4. You can also complain about the work of the MFC through State Services.

Institutions of appeal

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As practice shows, one of the most effective ways to defend your rights is to write a complaint against the MFC. And yet, what organizations are involved in reviewing and processing such claims? These include:

• Management of the center itself;
• Prosecutor's Office;
• Judicial authorities.

To control the level of service, almost all multifunctional centers have special call books . Each visitor can leave his feedback on the work of the institution or a complaint regarding the work of individual employees. Such a complaint may contain the contact information and return address of the complainant or be anonymous - at the discretion of the client. Then, if possible, write a complaint addressed to the head of the center. Please note that such a statement is a more serious document and, accordingly, must include information about its originator. It must be reviewed within 15 working days.

If the company itself has not responded to your complaints, file a complaint with the prosecutor’s office. But this form of influence is used only in cases where more serious violations are involved. After the authority’s employees consider your application, they will conduct an inspection, following which the case materials may be sent to the court. Despite the complexity of the judicial process, you can submit an application to the court directly, without the participation of the prosecutor's office. But to competently draw up a claim, it is still better to contact a professional lawyer - this will increase your chances of success in the consideration of the case.