A complaint is a submission through which a person may seek protection of rights or legally protected interests that they believe have been violated by the actions or inaction of a public administration body. At the same time, the complaint identifies specific shortcomings, particularly breaches of legal regulations, the remedy of which falls within the competence of a public authority. Further details are governed by the Complaints ActOpens in a new window.
A complainant may be a natural person or a legal entity.
If the complainant is a natural person, the complaint must include their first name, surname and address. If the complainant is a legal entity, it must include the entity’s name and registered office, as well as the first name and surname of the person authorised to act on its behalf.
If the complaint is submitted in paper form, it must also bear the complainant’s handwritten signature. If submitted electronically, it must be electronically authenticatedOpens in a new window or submitted through an access point. Otherwise, the complainant must confirm it within 5 working days by providing a handwritten signature or electronically authenticating it.
Anonymous complaints will not be investigated and will be set aside.
The complaint must be addressed to the public authority responsible for the activity to which the complaint relates.
A complaint must be submitted in writing, either in paper form (by delivering it in person, preparing it directly at the relevant institution, or sending it by post) or electronically (by email or via an electronic mailbox).
The complaint must be legible and understandable, and it must clearly identify the person or entity against whom it is directed, the shortcomings being reported, and the action sought by the complainant.
The competent public authority is required to handle the complaint within 60 working days. The time limit begins on the first working day following the day on which the complaint is received.
If the complaint is complex and requires an extensive investigation, the head of the public administration body or an authorised representative may extend the deadline by 30 working days before the original deadline expires. The complainant must be notified of the extension without delay, in writing, together with the reason why the extension is necessary.
The complainant shall be sent a written notification of the outcome of the complaint investigation, including the reasons for the decision and whether the complaint was found to be justified or unjustified. If the complaint is found to be justified, the notification shall also specify the obligations imposed on the public authority.
- Complaint template (PDF, 176.4 kB)Opens in a new window
- Template complaint form [.pdf, 176.4 kB]
