How is a complaint examined?
The complaint shall be received and registered by the administrator of the Service or the Territorial Division. An impartial person shall be appointed to examine it. A complaint shall never be referred to the employee or persons under his/her direct authority whose action is complained of.
Complaints received shall be examined in accordance with Chapter 3 of the Law on Public Administration of the Republic of Lithuania, entitled “Peculiarities of Administrative Proceedings”.
When examining a complaint, the Service shall have the right to request the complainant to provide documents and information which are not available in the public registers or other public information systems.
The complaint must be examined and an administrative decision taken within 20 working days of the date of receipt of the complaint by the Service.
The reply shall be given in the Lithuanian language and in the manner in which the complaint was submitted, or in the manner specified in the complaint.
The time limit for examining the complaint may be extended. The complainant shall be informed in writing of the decision no later than 2 working days after the decision is taken.
The procedure for examining complaints is governed by:
1. Republic of Lithuania Law on Public Administration.
2. Law on the Framework for the Protection of the Rights of the Child of the Republic of Lithuania (Article 29(8)).
3. Resolution of the Government of the Republic of Lithuania No. 875 of 22 August 2007 “On the Approval of the Rules for the Examination of Applications and Complaints and the Provision of Services to Persons in Public Administration Entities”.
4. Order of the Director of the State Child Rights Protection and Adoption Service under the Ministry of Social Security and Labour No. BV-117 of 2 April 2019 “On the Approval of the Standard of Conduct for Civil Servants and Employees Working under Employment Contracts of the State Child Rights Protection and Adoption Service under the Ministry of Social Security and Labour”.
5. Order of the Director of the State Child Rights Protection and Adoption Service under the Ministry of Social Security and Labour No. BV-118 of 2 April 2019 “On the Approval of the Code of Ethics for Civil Servants and Employees Working under Employment Contracts of the State Child Rights Protection and Adoption Service under the Ministry of Social Security and Labour”.
6. Order of the Director of the State Child Rights Protection and Adoption Service under the Ministry of Social Security and Labour No. BV-15 of 12/01/2022 “On the Approval of the Rules for the Examination of Requests and Complaints and the Provision of Services to Persons at the State Child Rights Protection and Adoption Service under the Ministry of Social Security and Labour”.
Annexes:
Last updated: 10-12-2023