Justice in public services: a new pre-trial mechanism for complaints has been introduced

A new system has been introduced in Uzbekistan that allows for prompt and transparent consideration of disputes between citizens and entrepreneurs related to public services. In accordance with the presidential decree, a procedure for pre-trial consideration of complaints regarding administrative documents has been put into practice as a legal experiment.

Appeal Council - a new level of justice

Now, citizens or entrepreneurs who are dissatisfied with the decision made when receiving public services have the opportunity to appeal to the court. For this purpose, Appeal Councils have been established under the Ministry of Justice and the Tashkent City Department of Justice. They operate as independent collegial bodies that do not have the status of a legal entity.

What is considered and what decisions are made?

The councils analyze more than 20 types of administrative documents related to public services from the point of view of legality. They can make one of the following decisions:

• leave the document in force without changes;
  
• oblige the authorized body to make changes to the document;
  
• request partial or complete cancellation of the document and reconsideration of the application.
  

Applying is easy and free

Citizens can submit complaints through Public Service Centers or the my.gov.uz portal. There is no separate fee for submitting an application. Appealing is voluntary and does not restrict citizens' right to directly apply to court.

Transparency through e-decision

Decisions adopted by councils are posted in the “e-decision” electronic system within 3 business days. These decisions are binding for state bodies. Citizens will have the opportunity to familiarize themselves with the decision that concerns them through their personal accounts.

A step towards justice

This system is expected to serve as an effective mechanism against bureaucracy and injustice associated with public services. Citizens' appeals are resolved free of charge, promptly and within the framework of the law - this further strengthens trust in public services.

The Zamin.uz editorial team is monitoring the effectiveness of this system in practice. How do you assess this procedure? Will it be easy to file a complaint through a single portal? Read 'Zamin' on Telegram!