Citizen's appeal to public authorities

When you need it

A citizen's appeal (звернення) is the universal channel for communicating with the state: ministries, local councils, municipal services, any body or official. The law distinguishes three kinds:

• proposal — advice or a recommendation about the body's work;
• application — a request to help you exercise your rights (fix a road, grant a benefit);
• complaint — a demand to restore rights violated by a decision or inaction.

Where and how to file

An appeal is addressed to the body or official empowered to resolve the issue and can be filed:

• in person or through an authorised representative — at the registry or during a reception;
• by post to the body's address;
• online — by e-mail or via the body's web form (e-reception).

For an electronic appeal a qualified electronic signature is not required. But because an electronic appeal is a form of written appeal, it must be signed (the signature may be scanned or photographed) and include an e-mail address for the reply. Many bodies run dedicated e-appeal and e-petition portals.

What it must contain

Under art. 5 of the Law "On Citizens' Appeals":

• your full name and place of residence;
• the substance of the issue: remarks, proposals, applications or complaints, requests or demands;
• signature and date.

Anonymous appeals are not considered. A written appeal without the author's address or signature is returned.

Response deadlines

Appeals must be resolved within one month; those needing no extra inquiry — without delay, at most 15 days. If a month is not enough, the deadline can be extended to at most 45 days in total, with notice to you. Consideration is free of charge.

If there is no reply

Failure to reply in time is grounds for a complaint to the superior body or to court; officials bear liability for violating the law.

Legal basis

• Law of Ukraine "On Citizens' Appeals", arts. 3, 5, 20.