Dear citizens!
You can submit an appeal to the Territorial Office of the ESBU in the Volyn region in any way convenient for you, including:
- by mail – to the official address: Territorial Office of the ESBU in the Volyn region, 38 Kremenetska St., Lutsk, Volyn oblast, 43027.
- in the drop-off box located on the premises of the Territorial Office of the ESBU in the Volyn region at the address: 38 Kremenetska St., Lutsk
- by e-mail – to the official inbox: volyn@esbu.gov.ua
Form for submitting electronic appeals of citizens
- orally – by making a phone call to the "hot" line at the number +38 (0332) 75 79 57, appeals are accepted daily from Monday to Friday from 14:00 to 16:00.
If you cannot submit an appeal personally due to objective reasons (health condition, age limitations, etc.), your legal representative can do so. This can be a guardian, curator, or proxy. For this purpose, supporting documents must be provided – a power of attorney, a copy of the applicant's identification document, and the representative's identification document. The form of submitting such an appeal remains flexible – written or electronic.
The appeal is written in a free form, but must comply with the requirements of the Law of Ukraine "On Citizens' Appeals".
Whichever method you choose, the appeal must:
- state your surname, name, patronymic (if available), place of residence
- set out the essence of the raised issue, comments, proposals, application, or complaint, request, or demand
- include the date, signature (an electronic appeal, if sent without the use of an electronic digital signature, must be in the form of a scan copy and/or photocopy)
- specify the postal or e-mail address to which the reply can be sent, or other means of communication.
An appeal submitted without adhering to the specified requirements will be returned to the applicant with appropriate clarifications no later than 10 days from the date it is received by the Territorial Office.
A written appeal without specifying the applicant's place of residence, not signed by the author (authors), as well as one where the authorship cannot be established from the content, is defined as anonymous and is not subject to consideration.
The Procedure for the Consideration of Citizens' Appeals and Organization of Personal Reception of Citizens at the Territorial Office of the ESBU in the Volyn region was approved by the ESBU order dated March 24, 2022, № 59, registered with the Ministry of Justice of Ukraine on May 19, 2022, under № 539/37875 (with amendments).
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 applications and complaints filed under the procedures established by the Code of Administrative Procedure of Ukraine, criminal procedural, civil procedural, or labor legislation, legislation on the protection of economic competition, or the Laws of Ukraine "On the Judiciary and the Status of Judges," "On Access to Judicial Decisions," "On Prevention of Corruption," and "On Enforcement Proceedings."
- Statements and reports regarding criminal and/or corruption offenses are considered by the Territorial Office of the ESBU in the Volyn region in accordance with the requirements of criminal procedural legislation, the Law of Ukraine "On Prevention of Corruption," and the organizational and administrative documents of the ESBU.
- Complaints against the decisions, actions, or omissions of a detective of the Territorial Office of the ESBU in the Volyn region during a pretrial investigation are considered in the manner and within the limits provided by criminal procedural legislation, taking into account the decisions and findings of the Constitutional Court of Ukraine.
- Inquiries from individuals regarding pretrial investigations who are not parties to criminal proceedings are considered within the terms and manner prescribed by the legislation on citizens' appeals.
- Inquiries from convicted persons 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.
- Inquiries from persons who are not citizens of Ukraine but are legally staying on its territory are considered in the same manner as inquiries from citizens of Ukraine, unless otherwise provided by international treaties.
- The procedure for considering citizens' requests for information, the disclosure of public information, and the reimbursement of costs for copying or printing document copies by requesters 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" that combines subjects regulated by both the Law of Ukraine "On Citizens' Appeals" and the Law of Ukraine "On Access to Public Information" is considered in its respective parts within the timeframes and manner prescribed by the relevant laws.
Responsible persons
The Sector for Documentation Support and Control is responsible for the receipt and registration of inquiries, as well as for organizing personal receptions.
Responsible official: Nataliia Polishchuk, Head of the Sector.
Email: volyn@esbu.gov.ua
Phone: +38 (0332) 75 77 39
Timeframe for consideration of inquiries
- 1 month from the date of receipt of the inquiry, including weekends, public holidays, and non-working days;
- 15 days for urgent inquiries (those requiring no additional study);
- up to 45 days if the issues raised cannot be resolved within a month. The head of the authority may establish an additional period for consideration of such an inquiry. The person who submitted the inquiry shall be notified of this.
Upon a justified written request from a citizen, the timeframe for consideration may be shortened.
Inquiries that do not fall within the competence of the Territorial Office of the ESBU in the Volyn region are forwarded to the appropriate authority within 5 days, with notification sent to the applicant.
To inquire about the results of an appeal sent to the Territorial Office of the ESBU in the Volyn region, you may call the information line for citizens' inquiries at +38 (0332) 75 77 39 from Monday to Thursday (09:00–18:00) and on Friday (09:00–16:45).
Rights of a citizen during the consideration of an application or complaint:
- personally present arguments to the person who verified the application or complaint and participate in the verification of the submitted complaint or application;
- familiarize themselves with the verification materials;
- submit additional materials or insist on them being requested by the body reviewing the application or complaint;
- be present during the consideration of the application or complaint;
- use the services of a lawyer or a representative of a labor collective or an organization performing a human rights protection function, having formalized this authorization in the manner prescribed by law;
- receive a written response on the results of the consideration of the application or complaint;
- state orally or in writing a demand for confidentiality regarding 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 state authorities and their officials
The Territorial Office of the ESBU in the Volyn region has the right to refuse a citizen's request set forth in an application. The decision to refuse is communicated to the citizen in writing with a reference to the Law, stating the reasons for the refusal and explaining the procedure for appealing the decision.
A citizen has the right to appeal decisions, actions (omissions) that have resulted in:
– violation of the rights, legitimate interests, or freedoms of a citizen (a group of citizens);
– creation of obstacles to the exercise of a citizen's rights, legitimate interests, or freedoms;
– illegal imposition of any duties on a citizen or their illegal prosecution.
A complaint against an appealed decision may be submitted to a higher-level body or official within one year of its adoption, but no later than one month from the time the citizen became acquainted with the decision. Complaints submitted in violation of this timeframe will not be considered. A deadline missed for a valid reason may be reinstated by the body or official reviewing the complaint.
In case of disagreement, a decision by a higher state body that reviewed the complaint may be appealed in court within the timeframe prescribed by Ukrainian legislation.
In addition to a higher authority, a complaint may be submitted to a body that monitors compliance with the Law, including the Ukrainian Parliament Commissioner for Human Rights.