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People's Complaints and Petitions

Directions on the Handling of People’s Petitions by the National  Land Management Agency of the Ministry of the Interior

I. The National Land Management Agency of the Ministry of the Interior (hereinafter referred to as the Agency) has formulated these operating directions to effectively handle people's petitions.

II. All units of this Agency shall handle people's petitions in compliance with the provisions of the "Administrative Procedure Act" and “Directions for Handling People's Petitions by the Executive Yuan and Affiliated Agencies", and handle them prudently based on the principles of legality, appropriateness, and promptness.

III. Petitions submitted by people through different channels shall be handled in the following manner:
(I) Written petitions from people (including emails and faxes; Director-General's Mailbox shall be handled in accordance with relevant directions). The Mail Room shall log the petitions into the official document information system according to the petition category for processing by each handling unit.
(II) When people file petitions over the phone, the person who answers the Agency's people's petition hotline shall transfer the call to the person in charge as soon as possible or make a record. The person in charge shall report the handling of the petition and notify the management unit to close the case; If the subject of the petition is not within the scope of the Agency’s business, the handling personnel must notify the petitioner politely and provide the exact telephone number or other contact information of the competent authority.
(III) When people visit the Agency to file a petition in person, the handling personnel of each unit shall use appropriate venues to receive the petitioners. If necessary, they shall work with personnel from relevant units to handle the case. The organizer shall make a record and send it to the examination management unit for management. When people visit the Agency to file a petition in person, the handling personnel may ask Civil Service Ethics Office or security to handle the case together if necessary.

IV. People's petitions may not be handled if any of the following circumstances apply:
(I) There is no specific content or no real name or address.
(II) The same matter has been adequately handled and a clear answer was provided, but the petition is repeatedly filed.
(III) The name, address, contact number or email address provided is verified as forged, anonymous, or false.
(IV) An agency that is not in charge of the content of the petition receives a petition from the petitioner who makes separate petitions to different agencies for the same issue.

V. If there are any cases that are not within the authority and responsibilities of the handling unit, they will be transferred to the management unit for handling. When two or more units are involved, the receiving unit will proactively coordinate with relevant units to handle the matter.

VI. People's petitions are special cases under management and must be handled as soon as possible. The processing time limit is set according to the nature of the business and the processing time limit for all affairs shall not exceed thirty days. If the matter cannot be resolved within the stipulated time limit, the responsible department shall file an application for approval of the extension and notify the petitioner of the reason for the extension in writing.

VII. After handling a petition, the person in charge of each unit shall inform the management unit and use the results as the basis for delisting.

VIII. When each unit handles people's petition files, it shall create files for each "case". After the end of the year, it shall review and analyze the number of petitions handled in that year, the nature of the problems involved, the categories, and the results of the handling, and provide suggestions for improvements. The analysis and recommendation report will be sent to the listed units and submitted to the Ministry of the Interior as reference by the Director-General and relevant officials.

IX. All affiliated units of this Agency shall abide by these directions when handling cases involving people's petitions.

X. These directions shall be implemented after approval by the Director-General.