The procedure for filing a complaint on the quality of services

Currently, according to the requirements of the current legislation, the regulatory legal framework of the Russian Federation, including the Labor Code of the Russian Federation in any organization, enterprise or institution, is required. The procedure for filing complaints on the quality of rendering social or any other services , which is carried out by by order on of the main activity of and is approved by by the manager of or director of organization.

In order to keep you from searching for documents for a long time, I bring the finished samples of 2017 of this Order on Approving the Order and the procedure for filing complaints. Download documents in docx format and quickly and easily adapt them to the needs of your institution.

Order "On Approving the Procedure for Grievance of Complaints Regarding Quality in the Organization: Model 2017

State State( Budgetary, Autonomous) Institution( Organization, Enterprise)( Social) Service" Name Center for Social Services of Population "

PREFACE

11May 2017, art. Name No. 25

On approval of the Procedure for Grievance of Complaints Regarding the Quality of Provision( Provision) of Social Services in the State Insurance Institution( SBU, ANO) of the SB "ASIS Name"

In order to improve the quality of social services provided by specialists and social workers in SCU( GBU, ANO)(Hereinafter referred to as the Organization, Institution, Enterprise) to the recipients of the Organization's social services( hereinafter referred to as the "Beneficiaries"), to improve the feedback form of the management of the Institution and the Recipients, I order:

  1. Approve the enclosed PortDock complaints on the quality of social services in the CCU CO "TSSON Name".
  2. This Order comes into force on May 11, 2017.
  3. Control over the execution of this order is entrusted to the deputy director( head) Surname IO

Director( head) IO Surname.

With the order familiarized: Surname, initials, date, signature!

Free sample of order 2017 can be downloaded here. ..

The procedure for submitting complaints about the quality of services in the Organization: sample 2017

Appendix to the order of the director( head) of the SCU( GBU, ANO) SO "Name of the SSNS" dated 11.05.2017 No. 25

The procedure for filing complaints on the quality of provision( provision)( social) services in the SCU( GBU, ANO) SO "Name of the CSN"



  1. Citizens( their legal representatives) have the right to appeal against acts or omissions of officials, specialists of the Civil Code of the State Institution of Higher Professional Education( hereinafter referred to as the Institution, Organization, Enterprise) in pre-trial and judicial proceedings.
  2. Citizens( their legal representatives) have the right to appeal personally to the Institution or to send a written appeal or complaint( claim).
  3. Director( head) of the Organization conducts a personal reception of recipients of social services( their legal representatives).Personal reception is carried out by appointment.
  4. Recording of citizens( their legal representatives) is carried out by personal contact or using telephone communication facilities by phone numbers that are posted on the Internet site and information stands of the Enterprise.
  5. The Institutional Specialist who writes to the Applicant Journal for the personal reception of the , informs the applicant of the date, time, place of receipt, position, surname, first name and patronymic of the reception official.
  6. When appealing citizens( their legal representatives) in writing, the time for consideration of a complaint should not exceed 30 calendar days from the date of registration of such appeal. In exceptional cases( including when making a decision to conduct an audit), and also in the case of requesting other state bodies, local governments and other officials to receive the documents and materials necessary for consideration of the application, the Director of the Organization has the right to extend the period for consideration of the appeal no more thanthan for 30 working days, notifying the citizen( his legal representative) about the extension of the term for consideration of his appeal.
  7. A citizen( his legal representative) in his written appeal( complaint) necessarily indicates either the name of the enterprise to which the written appeal is addressed or the name, first name, patronymic of the relevant official or the position of the person concerned, as well as his / her last name, first name,patronymic( last if available), full name for the legal entity, postal address to which the reply should be sent, notification of the address redirection, sets out the essence of the proposal, statement or complaint,puts a personal signature and date.
  8. Based on the results of consideration of the complaint, a decision is made to satisfy the claims of the citizen( his legal representative) or to refuse to satisfy the complaint. A written response containing the results of the consideration of the appeal is sent to the citizen( his legal representative).
  9. If the surname of the citizen( his legal representative) who sent the appeal and the postal address for which the reply is to be sent are not indicated in the written appeal, the reply to the appeal is not given.
  10. A citizen( his legal representative) has the right to appeal against decisions taken during the provision of public services, actions or omissions of officials, institutions in court.
  11. A citizen( his legal representative) can report violations of his rights and legitimate interests, unlawful decisions, actions or omissions of officials, misconduct or violation of official ethics:
  • by phone numbers: 8( 854-63) -55-12-34, 8( 854-63) -55-22-35,
  • on the official Internet portal "Providers of social services Name of the region", in the point of SCU( GBU, ANO) SO "Name Center of Social Services of the Population", in the section "Workwith appeals ";
  • on the Internet site( name of the website address) you can leave a comment in any publication;
  • by e-mail of the institution: the name of the address;
  • in writing. To do this, it is necessary to bring the letter personally to the address: Central region, Village district, Nekhai-Hun village, The first cosmonaut, d.187( reception of documents daily from 8.30 to 17.30, lunch break - from 12.00 to 13.00, except Saturday and Sunday) or send by mail to the address of the Organization: 432156, Middle region, Village district, Nekhai-Hun village, The first cosmonaut, d.187, SCU( GBU, ANO) SO "Name of the SSNS" .

The applicant's message should contain the following information:

  • the last name, first name, patronymic of the citizen( name of the legal entity) to which the message is sent, his place of residence or stay;
  • name of the institution, position, surname, first name and patronymic of the specialist( if information is available), the decision whose action( inaction) violates the rights and legal interests of the recipient of the service( its legal representative);
  • is the essence of the violated rights and legitimate interests, illegal decision, action( inaction);
  • information on the method of informing the recipient of the service( its legal representative), the measures taken based on the results of its communication,
  • date, the citizen's signature( if possible).

Free sample of the complaints procedure for quality of services 2017 can be downloaded here. ..

Use the samples of documents for health and pleasure, be happy! Warm greetings to you from the most that there is a village village Nekhai-Hun with him 2017!