Dear citizens!
You may submit an appeal to the ESBU in any convenient way, including:
- by post – to the official address: Economic Security Bureau of Ukraine, 31 Sholudenka St., Kyiv, 04116;
- in person – by placing it in the box located in the premises of the ESBU at: 31 Sholudenka St., Kyiv;
- by e-mail – to the official address: zvernennia@esbu.gov.ua (form for submission available for download);
- online – via the form on the ESBU website at the provided link;
- orally – by calling the hotline at +38 (044) 236 13 97. Appeals are accepted daily from Monday to Friday, 14:00–16:00.
If you are unable to submit an appeal personally due to objective reasons (such as health condition, age restrictions, etc.), your legal representative may do so. This may be a guardian, custodian, or an authorized person. Supporting documents must be provided — a power of attorney, and copies of the applicant’s and representative’s identity documents. The form of submission remains flexible — written, electronic, or via the website.
An appeal may be drafted in free form but must comply with the requirements of the Law of Ukraine “On Citizens’ Appeals” (hereinafter – the Law).
Regardless of the method of submission, the appeal must include:
- surname, first name, patronymic (if any), place of residence;
- the substance of the issue, comment, proposal, statement, complaint, request, or demand;
- date and signature (an electronic appeal, if submitted without a digital signature, must be in the form of a scanned copy and/or photocopy);
- postal or electronic address, or other means of communication for the reply.
An appeal that does not meet these requirements shall be returned to the applicant with explanations no later than 10 days from the date of receipt by the ESBU. A written appeal without the applicant’s place of residence, unsigned, or one from which authorship cannot be established, is deemed anonymous and is not subject to consideration.
The procedure for handling citizens’ appeals and organizing personal reception of citizens at the Economic Security Bureau of Ukraine and its territorial divisions is approved by ESBU Order No. 59 of 24 March 2022, registered with the Ministry of Justice of Ukraine on 19 May 2022 under No. 539/37875 (as amended).
Scope of the Procedure
- This Procedure applies to citizens’ appeals submitted in written or oral form.
- The provisions do not apply when considering citizens’ applications and complaints under the Code of Administrative Procedure of Ukraine, criminal, civil, labor legislation, competition law, the Laws of Ukraine “On the Judiciary and Status of Judges”, “On Access to Court Decisions”, “On Prevention of Corruption”, “On Enforcement Proceedings.”
- Statements and notifications regarding criminal and/or corruption offenses are considered by the ESBU under the requirements of criminal procedure law, the Law of Ukraine “On Prevention of Corruption”, and ESBU organizational-administrative documents.
- Complaints against decisions, actions, or inaction of ESBU detectives during pre-trial investigation are considered within the scope and procedure established by criminal procedure law, taking into account decisions of the Constitutional Court of Ukraine.
- Appeals from persons regarding pre-trial investigation who are not parties to criminal proceedings are considered under the legislation on citizens’ appeals.
- Appeals from convicted persons serving sentences are considered in accordance with the Criminal Executive Code of Ukraine, the Law of Ukraine “On Citizens’ Appeals”, and this Procedure.
- Appeals from non-citizens legally residing in Ukraine are considered in the same manner as citizens’ appeals, unless otherwise provided by international treaties.
- The procedure for handling information requests, publication of public information, and reimbursement of copying/printing costs is governed by the Laws of Ukraine “On Access to Public Information”, “On Personal Data Protection.”
- Requests for information submitted under the Law of Ukraine “On Access to Public Information”, which also fall under the Law of Ukraine “On Citizens’ Appeals”, are considered accordingly within the terms and procedure set by the respective laws.
Responsible bodies
Reception and registration of appeals, as well as organization of personal reception of citizens, are handled by the Department for Document Flow and Control, Unit for Public Information Access and Citizens’ Appeals.
Responsible person: Acting Head of the Unit — Anastasiia Oleksandrivna Holovko.
E-mail: zvernennya@esbu.gov.ua, tel. +38 (044) 236 13 97.
Timeframes for consideration of appeals
- 1 month from the date of receipt, including weekends and public holidays;
- 15 days — urgent appeals (without additional review);
- up to 45 days — if the issues raised cannot be resolved within one month.
The head of the authority may extend the period for considering such an appeal. The applicant shall be informed. At the citizen’s justified written request, the period may be shortened.
Appeals outside the competence of the ESBU are forwarded to the appropriate authority within 5 days, with notification to the applicant.
Applicants may inquire about the results of consideration of their appeals by calling +38 (044) 236 13 97, Monday–Thursday 09:00–18:00, Friday 09:00–16:45.
Rights of the citizen when an application or complaint is considered:
- to personally present arguments to the official handling the appeal and participate in its verification;
- to review verification materials;
- to submit additional materials or request their retrieval;
- to be present when the appeal is considered;
- to use the services of a lawyer or authorized representative, formalized as prescribed by law;
- to receive a written reply on the results;
- to demand confidentiality of the appeal review;
- to demand compensation for damages if they resulted from violation of the established procedure.
Attention! Personal reception of citizens is temporarily suspended due to martial law and the epidemiological situation.
Since 24 February 2022, martial law has been in force in Ukraine. To ensure the safety of staff and visitors, prevent unauthorized access to ESBU premises, and prevent the carrying of explosive devices, ESBU buildings and adjacent territories are under enhanced security. Access of outsiders, including to the citizens’ reception office, is restricted.
According to explanations of the Ukrainian Parliament Commissioner for Human Rights, the exercise of certain rights during martial law may be affected by:
- special working regime of authorities;
- restrictions on freedom of movement;
- enhanced protection of facilities;
- control of entry and exit;
- other security measures.
According to the Ministry of Health of Ukraine, new coronavirus variants “Nimbus” and “Stratus” have been confirmed. To prevent the spread of respiratory diseases and in line with COVID-19 measures, personal reception of citizens is also temporarily suspended for epidemiological reasons.
Information on the resumption of personal reception of citizens will be additionally announced on the official ESBU website.
Appealing actions or inaction of state authorities and their officials
The ESBU may refuse to satisfy the demands set forth in an application (petition). A decision on refusal shall be communicated in writing with reference to the Law, stating the reasons, and providing clarification on the procedure for appeal.
A citizen has the right to appeal decisions, actions (inaction) that:
- violated rights, legitimate interests, or freedoms;
- created obstacles to exercising rights or freedoms;
- unlawfully imposed obligations or unlawfully brought to responsibility.
A complaint may be submitted to a higher authority or official within one year of the decision, but no later than one month from the date the citizen became aware of it. Complaints submitted after this term are not considered. A missed deadline may be restored for valid reasons.
A decision of a higher authority may be appealed to the court within the period prescribed by law. Complaints may also be submitted to oversight bodies, including the Ukrainian Parliament Commissioner for Human Rights.
Normative acts on citizens’ appeals: