Clearly identifying the importance of citizen reception and complaints and denunciations settlement, the provincial Inspectorate has advised the provincial People’s Committee to direct departments, branches, sectors, and localities to thoroughly implement the directives from the Government and the province on this work. They have been urged to proactively grasp the complaints and denunciations situation and citizen feedback, promoting responsibility and enhancing the efficiency of citizen reception and complaints and denunciations settlement. At the same time, the Inspectorate provides counsel on the timely handling of complaints and denunciations content falling under the authority of the Chairman of the provincial People’s Committee, focusing on the prompt resolution of new cases arising at the grassroots and of backlogged, prolonged cases.

The inspectorate sector has also focused on implementing solutions to improve the efficiency of citizen reception and complaints and denunciations settlement, correcting and overcoming shortcomings, strengthening dialogue, listening to public opinion, and prioritizing reconciliation and persuasion. Communication work has been promoted to raise awareness and responsibility among the heads of agencies and units, as well as officials, civil servants, and public employees, in performing their duties. The application of information technology and digital transformation in document management and petition processing has helped enhance transparency and minimize errors and confusion. Furthermore, the inspection of responsibility regarding the implementation of laws on citizen reception and complaints and denunciations has been strengthened to elevate the sense of responsibility among agency and unit heads.

The results of citizen reception and complaints and denunciations settlement in the province have shown clear progress, generally meeting the aspirations of people, protecting the interests of the State, and the legitimate rights of organizations and individuals, while promptly detecting and strictly handling legal violations.

The provincial Inspectorate has coordinated with relevant departments and the provincial Citizen Reception Board to participate in regular citizen receptions and direct dialogues with people. This coordination has created unified linkage in resolving and responding to citizens and definitively settling complaints, especially those involving large, level-skipping groups.

In the first 9 months of 2025, agencies, units, and localities held 750 citizen reception sessions with a total of over 950 people. From these receptions and other sources (postal services, organizations, individuals), agencies received 1,442 petitions. The reception, classification, and processing of complaints and denunciations and feedback petitions were carried out in accordanceA with legal regulations and procedures. To date, 100% of petitions have been processed; 1,201 were eligible for handling, and 241 were not. Regarding the resolution of complaints and denunciations and feedback under competent authority, 551 petitions and cases have been resolved (achieving 73.66%), with the remaining cases still being processed. Relevant agencies have strictly complied with regulations on protecting the confidentiality of whistleblowers and coordinated with functional bodies to ensure their safety, promptly preventing acts of revenge or persecution.

Alongside the achievements, the work of citizen reception and complaints and denunciations settlement still has shortcomings. Some agencies have not linked citizen reception with the monitoring, inspection, and follow-up resolution by various levels, leading to low efficiency. Some agencies are slow in resolving complaints and denunciations petitions, causing citizens to travel multiple times and creating frustration. There are still instances of slow resolution, evasion of responsibility, and a lack of decisiveness in handling complex, prolonged cases. Coordination between agencies in resolving cases is not yet synchronous or highly effective, causing difficulties in the final resolution process.

In the coming time, the province will implement many key projects directly related to the rights and interests of people, especially in the fields of land and policy regimes. In addition, the operation of the commune-level government, following its rearrangement, still has some limitations in management; commune-level officials are not yet familiar with new tasks and face a large workload, leading to a risk of errors in handling administrative procedures. Therefore, the number of petitions, reflections, and complaints and denunciations is forecasted to increase, and citizens will continue to visit reception offices at all levels to make petitions.

To overcome limitations and improve efficiency, the provincial Inspectorate will advise the provincial People’s Committee to continue disseminating and thoroughly implementing central directives on citizen reception and complaints and denunciations settlement. It will strengthen state management, effectively organize the implementation of legal regulations, and focus on directing agencies and localities to inspect and urge the resolution of backlogged and prolonged complaints and denunciations cases to advise on definitive solutions. It will also effectively protect whistleblowers and resolutely handle cases of buck-passing, evading responsibility, or slow and improper resolution. At the same time, it will increase training to improve the professional qualifications of the contingent of officials and civil servants involved in citizen reception and complaints and denunciations settlement to meet the new demands of the task.

Trần Văn Chiến (Deputy Chief Inspector of Điện Biên province)