A sample of responses to citizens' appeals. Federal Law No. 59 "On the Procedure for Considering Appeals from Citizens of the Russian Federation"

The state exists to organize the life of its citizens. This work requires constant feedback. People ask questions, talk about problems, generate suggestions. And the answers often get incomprehensible, not related to the topic. Therefore, it is desirable for a specialist to have a sample of responses to citizens' appeals. The document must be properly drawn up, filled with meaningful content, and conveyed to the person the position of the organization or state. Let's look at how to write a response to an appeal, according to 59 FZ.

Concepts and definitions

Citizens' appeals are proposals, questions, complaints, applications and petitions. They can be filed in writing, electronically or verbally. But appeals will be considered only if they are officially registered. For example, if the citizen talked to the head, and he did not instruct to issue a special document following the results of the conversation, then the answer should not be waited, and the organization should not give it. This is not a violation of the law. And people should know some bureaucratic subtleties. The Law on Appeals describes what types and forms of official conversations with state bodies now exist. Other structures are not considered. They simply do not have the right to initiate responses to non-existent appeals. In order for you to be heard, you should act in the order prescribed by 59 FZ. Organizations must respond to:

• letter;
• The question asked at the personal reception;
• Electronic message.

Each of these appeals must contain individual data of the citizen, otherwise it will be considered anonymous. And such documents are not considered, that is regulated by the current legislation.

What to write in the answer?

Two parties are involved in the process under consideration. Both face certain problems. People need information, and employees need to take care of compliance with the law. It is useful for both of them to study a sample of responses to citizens' appeals in order to speak the same language. For example, if a person decides to complain about an employee who has offended him and will wait for information about his dismissal, he can be very upset. Evidence is needed to make an informed and fair decision. Before the worker considering such a question, there is a problem: how to satisfy the applicant's claim and not to violate the law. It is necessary to understand to both parties that any letter signed by an official person is a serious document. These securities are stored by the statutory number of years. They can be extracted from the archives and examined. If necessary, you can conduct an investigation into the form and content of the response. All seriously. Therefore, a sample of answers to citizens' appeals is needed by a novice employee. Sometimes, without experience, it is difficult to find the right formulations that fully express the essence of information. Now let's move on to the specifics.

How to work on answers

Below is an approximate form. In the meantime, we should talk about bureaucratic subtleties. The law on appeals provides for all the nuances of the process. In our case, it is important that the letters accepted by the individual data and the applicant's signature are accepted for consideration. The specialist who forms the text of the answer needs the surname and initials of the citizen, the address of his residence. The fact is that the answer is sent in writing. The header indicates the personal data that the applicant reported. Next, the recipient should be shown which response is given. Here is the approximate beginning of the text: "Dear Natalya Gennadievna! Having considered your letter of 12.04.2011 on violations of the current legislation regarding the calculation of pensions, (the name of the body) decided .... " That is, it is necessary to convey the essence of the problem to the recipient. If you do not remind about the question, then the meaning of the answer can generally be lost, remain incomprehensible. As a rule, specialists forget about this. Imagine that you need to draw up a response to such an appeal: "I ask you to consider the issue of establishing a holiday balloons in our village."

Approximate work plan

Do not consider the above example to be absurd. Still not such letters should be considered experts. And to err, to break the order of consideration is impossible in any case. I have to do the routine work. The worker takes a sample of responses to citizens' appeals and repeats the mandatory scheme. It consists of the following stages:

1. Identify, the competence of which unit (body) is the issue.
2. If there are several respondents, send them copies.
3. Inform the applicant about where his appeal was transferred.
4. Put the question to the control.
5. Assign the person responsible for document execution.
6. Collect all the answers and form the text sent to the applicant.
7. Analyze compliance with the legislation of the information provided.
8. Check the deadline for responding to the written appeal of citizens.
9. Send the summary information to the applicant.

This plan can be replenished as necessary with additional items. For example, if it is a misconduct of an employee of an organization, then management may decide to conduct an internal investigation. Then we will have to wait for its results.

Example response (not for recurrence)

Let's try to go through all the points of the plan, given that the organ of executive power was asked about the balloon holiday. The head of the organization understands that the issue is not in his competence. Therefore, it must be redirected. A letter is written to the local government with a request to consider the relevant appeal. And the applicant is answered as follows: "Dear Maxim Sergeyevich! Our organization (to name) reviewed your appeal from (specify the date) about the celebration of the balloons holiday. As a matter of fact, we inform you that this topic does not belong to the competence (name of the body). Your appeal was sent (date) to the local council for consideration and answer, in essence. " This response must be sent to the applicant within fifteen working days. In general, the review period is 30 days. But if the answer can not be given immediately, the work of several units is required, then it is doubled. This is not the end of office work. It is necessary to wait for what the local government will say, and then write to the applicant. For example, this way: "Dear Maxim Sergeyevich! Your proposal for a balloon holiday from (date) was reviewed by the local council. On the merits of the issue we inform you that at the moment the annual plan of the work of the body does not provide for the expansion of the list of mass events. Your proposal has been submitted to the department (indicate) for study. The head of the division is instructed to organize a study of the public opinion of the village in order to reveal the percentage of supporters and opponents of the idea. You, on your part, can connect to this work. We suggest that you come to a personal reception to the head of the structural unit (call) to discuss specific activities to implement the social initiative. When confirming the fact that most of the citizens of our village are supporters of the new holiday, the initiative will be submitted for consideration of the session of the local council in accordance with the procedure established by law. "

Legislation on consideration of applications of citizens

It is necessary to understand that any document created in the state body must comply with the regulatory framework. When the response to an appeal is written, the law under which the question falls is revealed first. For example, if they complain about roads, the application is transferred to the management of the housing and communal services, they are dissatisfied with the pension - to the organization dealing with social issues. The legislation on consideration of citizens' appeals strictly indicates the illegality of the preparation of the answer by those institutions whose competence does not include the issue. Of course, it is better to regulate this at the stage of application. A specialist engaged in working with citizens is obliged to understand which unit he is dealing with in order to prompt the addressee's people. Otherwise, the application is written in the name of "the most important chief". In Russia, people send questions to the president. And the administration is already deciding what kind of written appeal to send to the citizen to receive a response in essence to the problem, and not an answer.

The subtleties of the formation of answers

Any activity of a specialist working with people is subject to strict regulation. Legislatively set the time for responding to the written appeal of citizens. Violating them is impermissible. They are as follows:

• 30 days usually;
• 60 - as a last resort, when additional investigation of the problem is necessary.

But in this case the applicant will receive an interim response. In addition, the deadline for inter-departmental correspondence concerning applications and proposals received from the population has been established. So, having received the resolution of the head, from which it follows that the letter should be considered by several institutions, the specialist must send the copies to the addressees for work within seven days. The recipients themselves respond to the applicant or send information to the organization from which the request came. In the latter case, they have only fifteen working days to form information. The timing of the response to the written appeal of citizens is monitored by the regulatory authorities. For their violation, specialists are subject to penalties.

Answers to citizens' appeals: examples

Let's give some letters, and then we'll analyze them.

• "Dear ... The administration of the authority considered your application from (date) on violation of the legislation on the issues of calculating pensions. As a matter of fact, we inform the following. The control body (indicate) carried out a check of the documentation of the department dealing with social payments, for compliance with accruals to the current legislation. In the course of work violations were revealed. The facts mentioned in your appeal were confirmed. At the moment, all identified violations are corrected, the employee who committed them was reprimanded. "
• "Dear ... After reviewing your application from (date) about the disturbance of citizens' peace in the night and evening, I inform you. This issue does not fall within the competence of the state institution that I head. Your appeal has been submitted to the local government and law and order authorities for examination and decision on the merits. The answer will be sent to you by these institutions. "

In the examples, we do not specify the date, bearing in mind that the reader has learned: the violation of the timing of the response to citizens' appeal is unacceptable. This is written above.

Case study

If you carefully read the texts, you saw in them the difference in what person is written. Documents are formed depending on how the consideration of appeals was conducted. If the question does not require elaboration, then the chief puts a resolution on the letter, guided by which, the specialist writes the answer. It can be very simple, monosyllabic. The manager signs this document, sometimes on his own behalf, more often on the organization. This is decided by the boss himself when he thinks through the answer. The oral appeal of citizens, for example, is almost always considered by the leader himself. The applicant, as a result, receives the reply of the person to whom he applied. That is, the message is personal. But this is done only in simple cases. If the question is complicated, no experienced leader will take responsibility for the information provided. He, of course, puts his signature. But to be responsible for mistakes or flaws will be the performer, the expert who worked on the text. His surname, and sometimes his position, is indicated at the bottom of the page or on the reverse side.

How complex cases are treated

It is necessary to tell about the "work of the bureaucrat". People often criticize government officials for not being able to get an intelligent response to their questions from them. But not everything is so simple. Specialists are not allowed to do as they would like, perhaps. They work under the strict control of legislation. As they say, a step to the right - and dismissal or trouble with the competent authorities. We have already said that the first phase of consideration of an appeal is the identification of bodies and units whose competence includes resolving the problem. There can be many, not one or two. And the answer should be made complex. Legislation does not allow it to be broken up into parts and to inform each piece separately. Therefore, it is necessary to appoint the person responsible for the draft response to the appeal of citizens. Who could they be? As a rule, the main department in this matter will be that department or organization to which the problem relates to the greatest degree. But not always. The decision is made by the head. And he chooses the person in charge, considering the personalities. It is better to instruct to collect the answer to someone you trust, who is more experienced in this matter and so on. Because sometimes the executor (the author of the text) may be a person engaged in the instructions of several other duties. This is not prohibited by law. A leader needs to take care of the reputation of the organization. Of course, he assigns difficult questions to those who have enough managerial experience, who knows the law in theory and in practice knows how to use it.

Final Tips

Both the applicant and the addressee of the appeal need to learn the scheme of consideration given above. Then they will speak the same language, understand each other more. And this, of course, will strengthen the cooperation of the state and society. It is necessary to learn that there is legislation. The defendant is subordinate to him, and beyond the scope, he has no right. Why ask the "bureaucrats" of the impossible? All they can do is obey the law. Therefore, a citizen should know its basics. Then there will be no appeals about the holiday of balls, which only tear off state employees from serious matters.