Citizens' Appeals

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).

The 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 Procedure of Ukraine, criminal procedural, civil procedural, labor legislation, legislation on the protection of economic competition, the Laws of Ukraine "On the Judiciary and the Status of Judges", "On Access to Court Decisions", "On Prevention of Corruption", "On Enforcement Proceedings".
• Applications and reports regarding the commission of a criminal and/or corruption offense are considered at 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 organizational and administrative documents of the ESBU bodies.
• Complaints about decisions, actions, or inaction of a detective of the Territorial Office of the ESBU in the Volyn region during a pre-trial investigation are considered in the manner and within the scope provided for by criminal procedural legislation, taking into account the decisions and conclusions of the Constitutional Court of Ukraine.
• Appeals from individuals concerning pre-trial investigation issues who are not participants in the criminal proceedings are considered according to the procedure and terms stipulated by the legislation on citizens' appeals.
• Appeals from convicted persons serving sentences in penitentiaries 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 and are legally staying on its territory are considered in the same manner as appeals fr⁠om citizens of Ukraine, unless otherwise provided for by international agreements.
• The procedure for the consideration of citizens' appeals (requests) for information, the disclosure of public information, as well as the reimbursement by requestors of expenses for copying or printing copies of documents, is carried out in accordance with the Laws of Ukraine "On Access to Public Information" and "On Personal Data Protection".
• A request for information submitted in accordance with the Law of Ukraine "On Access to Public Information", which in its content combines the subject matter regulated by the Law of Ukraine "On Citizens' Appeals" and the Law of Ukraine "On Access to Public Information", is considered in the relevant parts within the terms and procedure stipulated by the respective laws.

Responsible persons

The Sector for Document Management and Control is responsible for receiving and registering appeals, as well as organizing personal receptions.

The person responsible is the Head of the Sector, Nataliia Stepanivna Polishchuk.

E-mail: volyn@esbu.gov.ua

Phone: +38 (0332) 75 77 39

Term (period) of consideration of the appeal

• 1 month from the date the appeal is received, including weekends, holidays, and non-working days;
• 15 days – urgent appeals (not requiring additional study/review);
• up to 45 days – if the raised issues cannot be resolved within a one-month period. The head of the body may establish an additional period for the consideration of such an appeal. The person who submitted the appeal is notified about this.

At the citizen's substantiated written request, the period of consideration may be shortened.

Appeals that are not 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 to the applicant.

You can find out about the results of the consideration of an appeal sent to the address of the Territorial Office of the ESBU in the Volyn region by calling the reference phone number for citizens' appeals +38 (0332) 75 77 39: on Monday – Thursday from 09:00 AM to 06:00 PM, on Friday from 09:00 AM to 04:45 PM.

The rights of a citizen during the consideration of an application or a complaint:

• personally present arguments to the person who verified the application or complaint, and participate in the verification of the submitted complaint or application
• get acquainted with the materials of the verification
• submit additional materials or insist on their request by the body considering 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, an organization that performs a human rights protection function, having formalized this authorization in the manner established by law
• receive a written response about the results of the consideration of the application or complaint
• express orally or in writing the demand for confidentiality during the consideration of the application or complaint
• demand compensation for damages if they resulted from violations of the established procedure for considering appeals.

Appealing actions or inactions of state authorities and their officials

The Territorial Office of the ESBU in the Volyn region has the right to refuse a citizen's demands set out in an application (petition). The decision to refuse is communicated to the citizen in written form with reference to the Law and an explanation of the motives for the refusal, as well as clarification of the procedure for appealing the decision made.

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

– the rights and legitimate interests or freedoms of the citizen (group of citizens) have been violated;

– obstacles have been created for the citizen to exercise their rights and legitimate interests or freedoms;

– any obligations have been unlawfully imposed on the citizen, or they have been unlawfully brought to responsibility.

A complaint about the decision being appealed can be submitted to a higher-level body or official within one year from the moment it was adopted, but no later than one month fr⁠om the ti⁠me the citizen becomes acquainted with the decision made. Complaints submitted in violation of the specified deadline are not considered. A deadline missed for a valid reason may be reinstated by the body or official considering the complaint.

The decision of a higher state body that considered the complaint, if the citizen disagrees with it, may be appealed to the court within the timeframe provided by the legislation of Ukraine.

In addition to the higher body, the complaint may be submitted to the body that controls compliance with the Law, in particular to the Parliamentary Commissioner for Human Rights.