Citizens' Appeals

Dear Citizens!

You may submit an appeal to the ESBU of the Territorial Office in the Odesa region in any way that is convenient for you, including:

• by mail – to the official address: ESBU of the Territorial Office in the Odesa region,
  16/1 Akademika Koroliova Street, Odesa, Odesa region, 65114
• into the drop box located on the premises of the Territorial Office at the following addresses: ESBU Territorial Office in Odesa region,16/1 Akademika Koroliova Street, Odesa, Odesa region, 65114 and the ESBU of the Territorial Office in the Odesa region,102 Mechnykova Street, Odesa, Odesa region, 65007
• via email – to the official email address: odesa@esbu.gov.ua

Download the appeal submission form

• orally – by calling the hotline at +38 (048) 753 12 94. Appeals are accepted daily from Monday to Friday, from 14:00 to 16:00.

If you are unable to submit an appeal in person due to objective reasons (health condition, age restrictions, etc.), your legal representative may do so on your behalf. This can be a guardian, a trustee, or an authorized person. To do this, you must provide supporting documents: a power of attorney, and copies of the identity documents of both the applicant and the representative. The format for submitting such an appeal remains flexible — it can be written, electronic, or via the website.

The appeal is written in a free-form format but must comply with the requirements of the Law of Ukraine "On Citizens' Appeals."

Regardless of the method you choose, the appeal must include:

• indicate your last name, first name, and patronymic (if applicable), and your place of residence;
• state the essence of the issue raised, including comments, proposals, applications or complaints, requests, or demands;
• include the date and signature (an electronic appeal, if sent without an electronic digital signature, must be submitted as a scanned copy and/or photocopy);
• specify a mailing or email address for the response, or provide other means of communication.

An appeal submitted without complying with the specified requirements shall be returned to the applicant with appropriate explanations no later than 10 days from the date of its receipt by the ESBU bodies.

A written appeal that does not specify the applicant's place of residence, is not signed by the author(s), or whose authorship cannot be established from its content, is considered anonymous and shall not be considered.

The procedure for considering citizens' appeals and organizing personal receptions of citizens at the Economic Security Bureau of Ukraine and its Territorial Offices was approved by the ESBU Order No. 59, dated March 24, 2022, and registered with the Ministry of Justice of Ukraine on May 19, 2022, under No. 539/37875 (as amended).

Scope of this Procedure

• This Procedure applies to citizens' appeals received in written or oral form.
• The provisions of this Procedure do not apply to the consideration of citizens' applications and complaints in the manner established by the Code of Administrative Justice of Ukraine, criminal procedural, civil procedural, or labor legislation, legislation on the protection of economic competition, and the Laws of Ukraine "On the Judiciary and the Status of Judges," "On Access to Court Decisions," "On Prevention of Corruption," and "On Enforcement Proceedings."
• Statements and reports on the commission of a criminal and/or corruption offense are considered by the ESBU bodies in accordance with the requirements of criminal procedural legislation, the Law of Ukraine "On Prevention of Corruption," and the administrative and regulatory documents of the ESBU bodies.
• Complaints against the decisions, actions, or omissions of an ESBU detective during a pre-trial investigation are considered in the manner and within the limits provided by criminal procedural legislation, taking into account the decisions and conclusions of the Constitutional Court of Ukraine.
• Appeals from individuals on matters of pre-trial investigation who are not participants in criminal proceedings are considered in the manner and within the timeframes provided by the legislation on citizens' appeals.
• Appeals from convicts serving sentences in correctional facilities are considered in accordance with the requirements of the Criminal Executive Code of Ukraine, the Law of Ukraine "On Citizens' Appeals," and this Procedure.
• Appeals from individuals who are not citizens of Ukraine but are legally residing on its territory are considered in the same manner as appeals from citizens of Ukraine, unless otherwise provided by international treaties.
• The procedure for considering citizens' appeals (requests) for information, the disclosure of public information, and the reimbursement by requesters of costs for copying or printing document copies is carried out in accordance with the Laws of Ukraine "On Access to Public Information" and "On Protection of Personal Data."
• A request for information submitted under the Law of Ukraine "On Access to Public Information" which, by its nature, combines the subject matter of both the Law of Ukraine "On Citizens' Appeals" and the Law of Ukraine "On Access to Public Information," shall be considered in its respective parts within the timeframes and in the manner prescribed by the relevant laws.

Responsible Persons

The Division of Document Management and Control is responsible for receiving and registering public information requests. The responsible officer is Nataliia Ivushkina – Deputy Head of the Division of Document Management and Control of the ESBU of the Territorial Office in the Odesa region.

Email: odesa@esbu.gov.ua

Telephone: +38 (048) 753 12 89.

Timeline for appeal consideration

• 1 month from the date of receipt of the appeal, including weekends, public holidays, and non-working days;
• 15 days for urgent appeals (those requiring no additional study);
• up to 45 days, if the issues raised cannot be resolved within a one-month period. The head of the authority may establish an additional period for the consideration of such an appeal. The person who submitted the appeal shall be notified accordingly.

The consideration period may be shortened upon a justified written request from a citizen.

Appeals that do not fall within the competence of the ESBU are forwarded to the appropriate authority within 5 days, and the applicant is notified accordingly.

To inquire about the results of the consideration of an appeal sent to the Territorial Office, you may call the citizens' inquiry hotline at +38 (048) 753 12 89. The line is available Monday through Thursday from 09:00 to 18:00, and on Friday from 09:00 to 16:45.

Rights of a citizen during the consideration of an application or complaint

• personally present arguments to the person verifying the application or complaint and participate in the verification process;
• familiarize themselves with the verification materials;
• submit additional materials or insist that the body considering the application or complaint requests them;
• be present during the consideration of the application or complaint;
• use the services of a lawyer or a representative of a labor collective or a human rights organization, having formalized such authorization in the manner established by law;
• receive a written response regarding the results of the consideration of the application or complaint;
• express verbally or in writing the requirement to maintain the confidentiality of the consideration of the application or complaint;
• demand compensation for damages if they resulted from violations of the established procedure for handling appeals.

Appealing the actions or omissions of public authorities and their officials

The ESBU has the right to refuse a citizen's request set out in an application (petition). The decision to refuse shall be brought to the citizen's attention in writing, with reference to the Law and a statement of the reasons for the refusal, as well as an explanation of the procedure for appealing the decision.

A citizen has the right to appeal decisions, actions (omissions) as a result of which:

- the rights, legitimate interests, or freedoms of a citizen (a group of citizens) have been violated;

- obstacles have been created to the exercise of a citizen's rights, legitimate interests, or freedoms;

- any obligations have been unlawfully imposed on a citizen, or they have been unlawfully held liable.

A complaint against a decision that was appealed may be submitted to a higher-level body or official within one year from the date of its adoption, but no later than one month from the time the citizen became acquainted with the adopted decision. Complaints submitted in violation of the specified timeframe shall not be considered. A deadline missed for a valid reason may be reinstated by the body or official considering the complaint.

In case of disagreement with the decision of a higher state body that considered the complaint, it may be appealed in court within the timeframe prescribed by the legislation of Ukraine.

In addition to the higher body, a complaint may be submitted to the body monitoring compliance with the Law, in particular, to the Ukrainian Parliament Commissioner for Human Rights.