Citizens' appeals and reception

Electronic appeals from citizens

Please note that amendments to Article 25 of the Law of the Republic of Belarus "On Appeals of Citizens and Legal Entities" came into force on January 2, 2023. Therefore, electronic submission of appeals is only possible through the state unified (integrated) national information system for recording and processing appeals from citizens and legal entities—the internet resource  obrashcheniya.bel .

Electronic appeals are submitted in accordance with the procedure established by Article 25  of the Law of the Republic of Belarus “On Appeals of Citizens and Legal Entities” .

Electronic appeals received by government agencies and other government organizations are subject to review in the manner established for reviewing written appeals, taking into account the specifics provided for in Article 25  of the Law of the Republic of Belarus “On Appeals of Citizens and Legal Entities” .

Electronic requests are processed in accordance with the requirements of the current legislation of the Republic of Belarus.

Electronic inquiries are responded to in writing (written notifications are sent) in the following cases:

• the applicant in his electronic request requests that a written response be sent or that both a written response and a response be sent simultaneously to his e-mail address;
• The electronic request contains an email address to which, for technical reasons, it was not possible to deliver a response (notification).

ON THE PROCEDURE FOR SUBMITTING AND CONSIDERING ELECTRONIC APPEALS, CASES OF LEAVING APPEALS WITHOUT CONSIDERATION ON THE SUBSTANCES

• The procedure for submitting applications and sending them for consideration in accordance with competence:

Electronic requests are sent through the state unified (integrated) republican information system for recording and processing requests from citizens and legal entities -  requests.bel .

Appeals are submitted to organizations whose competence includes resolving the issues outlined in the appeals.

When organizations receive requests containing issues the resolution of which does not fall within their competence, within five working days they forward the requests for consideration to organizations in accordance with their competence and notify the applicants within the same period or within the same period in the manner established by  the Law of the Republic of Belarus "On Appeals of Citizens and Legal Entities" , leave the requests without consideration on the merits and notify the applicants about this with an explanation of which organization and in what manner they should contact to resolve the issues set out in the requests.

Appeals against court decisions are returned to the applicants within five working days with an explanation of the procedure for appealing court decisions.

Requests containing information about a crime or other offence being prepared, being committed, or already committed are sent by the organizations that received them to the relevant law enforcement or other government agencies no later than five working days.

It is prohibited to send complaints to organizations whose actions (inactions) are being appealed, except in cases where the consideration of this category of appeals falls within the exclusive competence of these organizations.

• Dismissal of appeals without consideration on the merits

Electronic appeals received by government agencies and other government organizations are subject to review in the manner established for reviewing written appeals, taking into account the specifics provided for in Article 25  of the Law of the Republic of Belarus “On Appeals of Citizens and Legal Entities” .

Leaving electronic appeals without consideration on the merits is carried out in accordance with the procedure established by Article 15  of the Law of the Republic of Belarus “On Appeals of Citizens and Legal Entities” .

If a written appeal is left without consideration on the merits, except for the cases stipulated by paragraph seven of clause 1 of Article 15, Article 23, part two of clause 1 of Article 24  of the Law of the Republic of Belarus "On Appeals of Citizens and Legal Entities" , the applicant shall be notified in writing within five working days of leaving the appeal without consideration on the merits, indicating the reasons for making such a decision, and the original documents attached to the appeal shall be returned to him.

In the cases provided for in paragraphs three and four of clause 1 of Article 15  of the Law of the Republic of Belarus “On Appeals of Citizens and Legal Entities” , with the exception of the case provided for in part two of clause 1 of Article 24 of the said Law, applicants are also informed which organization and in what order they should contact to resolve the issues set out in the appeals.

ON REQUIREMENTS FOR ELECTRONIC APPEALS

• Appeals are submitted in Belarusian or Russian.
• Electronic requests from citizens must contain:
• the name and (or) address of the organization or the position of the person to whom the request is sent;
• the citizen’s surname, first name, patronymic (if any) or initials, address of his place of residence (place of stay);
• statement of the essence of the appeal;
• Email address.
• Electronic requests from legal entities and individual entrepreneurs must contain:
• the name and (or) address of the organization or the position of the person to whom the request is sent;
• full name of the legal entity and its location;
• statement of the essence of the appeal;
• last name, first name, patronymic (if any) or initials of the manager or person authorized in the established manner to sign appeals;
• Email address.
• The use of obscene or offensive words or expressions in appeals is not permitted.
• Electronic applications submitted by representatives of applicants must be accompanied by electronic copies of documents confirming their authority.
• Appeals must contain information on the results of their previous consideration, with documents (if any) attached confirming this information.

ON THE NEED TO SUBMIT DOCUMENTS AND (OR) INFORMATION IN THE FORM OF FILES ATTACHED TO AN ELECTRONIC APPEALS, AND ON THE ACCEPTABLE FORMATS OF SUCH FILES

The acceptable formats of attached documents and (or) information specified in paragraph four of part one of this clause, in electronic form and their graphic images on paper (scans) are Portable Document Format/A (PDF/A), Office Open XML (DOCX), dual format with markup (DOC), Rich Text Format (RTF), text file (TXT), Open Document Format (ODT), data archiving and compression format (ZIP, RAR), Portable Network Graphics (PNG), Tagged Image File Format (TIFF), Joint Photograph Experts Group (JPEG), Joint Photograph Group (JPG).

ON THE APPLICANT'S RIGHT TO WITHDRAW AN ELECTRONIC APPEALS, TO APPEAL A RESPONSE TO SUCH APPEALS OR A DECISION TO LEAVE IT WITHOUT CONSIDERATION ON THE SUBSTANCES, AND ON THE PROCEDURE FOR THE IMPLEMENTATION OF SUCH RIGHTS

• Withdrawal of an electronic request

The withdrawal of an electronic request is carried out by submitting a written application or sending the application in electronic form in the same way in which the electronic request was sent.

• Appealing responses to appeals

The procedure and time limits for appealing a response to an appeal or a decision to leave an appeal without consideration on the merits are established in Article 20  of the Law of the Republic of Belarus “On Appeals of Citizens and Legal Entities” .

A response to an appeal or a decision to leave an appeal without consideration on the merits of an organization that does not have a superior organization may be appealed to the court in accordance with the procedure established by law.

• Dismissal of appeals without consideration on the merits

Written requests may be left without consideration on the merits if the requests do not meet the requirements for electronic requests.

Anonymous appeals, i.e. appeals from applicants in which the citizen’s surname, first name, patronymic (if any) or initials or the address of his place of residence (place of stay) or the name of a legal entity (full or abbreviated) or its location are not indicated, or if the indicated data does not correspond to reality, are not subject to consideration if they do not contain information about a crime being prepared, committed or completed.

If an appeal is left without consideration on the merits, except for cases stipulated by paragraph seven of clause 1 of Article 15, Article 23  of the Law of the Republic of Belarus of July 18, 2011 No. 300-Z “On Appeals of Citizens and Legal Entities” , the applicant is notified within five working days of the leaving of the appeal without consideration on the merits, indicating the reasons for such a decision.

In the cases provided for in paragraphs three and four of clause 1 of Article 15  of the Law of the Republic of Belarus of July 18, 2011 No. 300-Z “On Appeals of Citizens and Legal Entities” , applicants are also informed which organization and in what order they should contact to resolve the issues set out in the appeals.

ON THE POSSIBILITY OF POSTING ON THE WEBSITE OF A STATE AUTHORITY OR OTHER STATE ORGANIZATION RESPONSES TO ELECTRONIC APPEALS OF SIMILAR CONTENT FROM DIFFERENT APPLICANTS OF A MASS NATURE (MORE THAN TEN APPEALS), WITHOUT SENDING RESPONSES (NOTIFICATIONS) TO THE APPLICANTS

In the event that incoming electronic requests of similar content from different applicants are of a mass nature (more than ten requests), responses to such requests, by decision of the head of the state body or other state organization or a person authorized by him to sign responses to requests in the established manner, may be posted on the official website of the state body or other state organization on the global computer network Internet without sending responses (notifications) to the applicants.

Written appeals

Appeals are presented in  Belarusian or Russian .

A citizen’s written request must necessarily contain:

• name of the Institution or official to whom the appeal is sent;
• the citizen’s surname, first name, patronymic, or initials;
• address of place of residence (place of stay);
• statement of the essence of the appeal;
• personal signature of the citizen(s).

A written request from a legal entity must contain the following:

• name of the Institution or official to whom the appeal is sent;
• full name of the legal entity;
• location of the legal entity;
• statement of the essence of the appeal;
• last name, first name, patronymic of the person authorized to sign the appeal;
• personal signature of the director or a person authorized in the established manner to sign applications, certified by the seal of the legal entity.

Written requests submitted by applicants' representatives must be accompanied by documents confirming their authority. Requests must contain information on the results of their previous review, along with supporting documents (if any).

Postal address, working hours: 222405, Republic of Belarus,
Minsk region, Myadel district, Myadel village council, Sosny village, 7

Monday-Friday 8:00-12:30 13:00-16:30

Appeals that (for which):

• are not presented in Belarusian or Russian;
• do not contain the citizen’s surname, first name, patronymic, or address of residence (place of stay);
• do not contain the full name of the legal entity and its location address, the last name, first name, patronymic of the director or the person authorized in the established manner to sign applications (for legal entities);
• contain illegible text;
• contain obscene or offensive words or expressions;
• are subject to consideration in accordance with the legislation on constitutional proceedings, civil, civil procedural, commercial procedural, criminal procedural legislation, legislation determining the procedure for administrative proceedings, legislation on administrative procedures, or in accordance with legislative acts, a different procedure for filing and considering such appeals has been established;
• contain issues that are not within the competence of the Institution;
• the deadline for filing a complaint was missed without good reason;
• a repeated appeal has been filed if it has already been considered on the merits and it does not contain new circumstances that are significant for the consideration of the appeal on the merits;
• Correspondence with the applicant has been terminated.

Personal reception

Schedule of personal reception of citizens and legal entities by the Director of the State Institution "Sanatorium "Sosny" and his deputies in 2024.

Director of the State Institution "Sanatorium "Sosny" Gerasimovich Alexander Evgenievich - Wednesday from 8:00 to 12:00 - reception.

Deputy Director of the ETR State Institution "Sanatorium "Sosny" Karachun Dmitry Ivanovich - Monday from 8:00 to 12:00 - reception.

Deputy Director for Medical Affairs of the State Institution "Sanatorium "Sosny" Olga Vasilievna Sevastyan - Tuesday 8:00-12:00 - treatment building, office No. 27.

REGULATIONS ON THE PROCEDURE FOR CONDUCTING PERSONAL RECEPTIONS OF CITIZENS

1. These Regulations define the procedure for personal reception of citizens, including individual entrepreneurs, their representatives, representatives of legal entities (hereinafter referred to as personal reception of citizens) at the State Institution "Sanatorium "Sosny".
2. Personal reception of citizens at the State Institution "Sanatorium "Sosny" is carried out by the director, deputy director for medical care, deputy director for economic and technical work, in accordance with the schedules approved by the director.
3. In-person consultations are held at least once a week on the days and times specified in the in-person consultation schedule. Information about the time and location of in-person consultations is available in public places (on information boards and on the institution's website).
4. In the event of the temporary absence of the official conducting the personal reception on the day of the personal reception, the reception shall be conducted by the person acting for that official. In the event of the temporary absence of another official conducting the personal reception on the day of the personal reception, the timely and proper performance of the temporarily absent official's duties shall be ensured by another official.
5. If the day of a personal reception falls on a national holiday or a holiday declared a non-working day by the President of the Republic of Belarus, the day of the personal reception is moved to the next working day.
6. Citizens are received on a first-come, first-served basis. Heroes of the Soviet Union, Heroes of Socialist Labor, Heroes of Belarus, full holders of the Order of Glory and the Order of Labor Glory, members of the House of Representatives and the Council of the Republic, the National Assembly of the Republic of Belarus, as well as members of local Councils of Deputies, disabled veterans of the Great Patriotic War, disabled laborers of groups I and II, pregnant women, and citizens with young children are received out of turn.
7. When making an oral request, applicants' identity documents are checked before the appointment, in accordance with Decree of the President of the Republic of Belarus No. 294 of June 3, 2008, "On Documenting the Population of the Republic of Belarus." Applicants' representatives must also present documents confirming their authority.
8. When conducting personal reception of citizens, in order to ensure a qualified solution to the issues raised, employees of the structural divisions of the State Institution "Sanatorium "Sosny" may be involved in their consideration.
9. An applicant may not be denied a personal appointment when addressing issues related to the competence of the institution, in the manner prescribed by law, except in cases where the applicant has already been given a comprehensive answer to his questions during a personal appointment or when correspondence with this applicant on such issues has been terminated.

If a citizen has already contacted an institution with a similar question, the institution's available materials are reviewed before the conversation begins.

10. The secretary of the State Institution “Sosny Sanatorium” is responsible for organizing personal reception of citizens.
11. A citizen must be promptly notified of any change, for objective reasons, to the appointed day and/or time of an appointment agreed upon by telephone.
12. Responses to oral appeals that have been fully considered shall be announced to applicants during a personal reception. The outcome of the resolution of the issues raised in the oral appeal shall be recorded in the Personal Reception Register.
13. If the resolution of the issues raised during a personal appointment does not fall within the authority of the institution, the application will not be considered on its merits, and the applicant will be advised which organization should be contacted to resolve the issues raised in the application. The clarification of which government agency or other organization the citizen should contact is made taking into account the competence of the agencies and organizations defined by Decree of the President of the Republic of Belarus dated 15.10.2007 No. 498 "On additional measures for handling applications from citizens and legal entities."
14. Oral appeals may be left without consideration on the merits if:

• documents certifying the identity of the applicants, their representatives, as well as documents confirming the authority of the applicants’ representatives have not been presented;
• the requests contain questions, the resolution of which does not fall within the competence of the institution;
• the applicant has already been given a comprehensive answer to his questions during a personal meeting, or correspondence with this applicant on such issues has been terminated;
• the applicant, during a personal appointment, uses obscene or offensive words or expressions.

15. The decision to leave an oral appeal presented during a personal reception without consideration on the merits shall be announced to the applicant during this reception by the official conducting the personal reception, with an indication of the reasons for making such a decision.
16. If further investigation and verification are required to resolve an issue raised in an oral request and pertaining to the institution's competence, the request must be submitted in writing and will be reviewed in accordance with the procedure established for written requests. Such requests must be marked "Submitted orally" or "From a personal meeting."
17. Oral appeals are considered to have been considered on the merits if all the issues set out in them have been resolved, appropriate measures have been taken to protect, ensure the implementation, and restore the rights, freedoms, and/or legitimate interests of the applicants, and the responses have been announced to the applicants during the personal reception at which the oral appeals were presented.
18. Written responses to written requests received during a personal appointment are signed by the director of the State Institution “Sosny Sanatorium”.
19. The progress of consideration of applicants' appeals, the result of their consideration (consideration of an appeal on the merits, leaving oral appeals without consideration on the merits, forwarding appeals for consideration to organizations in accordance with their competence, termination of correspondence), a note on the execution and forwarding of an appeal to the file must be accurately and promptly reflected in the log of personal reception of citizens.