Unofficial translation
In accordance with part three of Article 90 of the Administrative Procedural and Process-Related Code of the Republic of Kazakhstan, the Government of the Republic of Kazakhstan HEREBY RESOLVES:
1. To approve the attached Rules for conducting personal reception of individuals and representatives of legal entities by officials of state bodies and local self-government bodies.
2. To recognize as invalid:
1) paragraph 1 f the Resolution of the Government of the Republic of Kazakhstan dated 15 March 2023 № 214 “On the approval of the Model Regulations on the personal reception of individuals and representatives of legal entities by officials of central government bodies and the administrative offices of akims of regions, cities of republican significance, and the capital, and on amendments to the resolution of the Government of the Republic of Kazakhstan dated September 8, 2020 № 560 “On the approval of the Model Regulations on the personal reception of individuals and representatives of legal entities by officials of the administrative offices of akims of regions, cities of republican significance, and the capital, and the Model Provisions on the departments responsible for monitoring the processing of appeals within the administrative offices of akims of regions, cities of republican significance, and the capital,” and on the repeal of certain decisions of the Government of the Republic of Kazakhstan”;
2) Resolution of the Government of the Republic of Kazakhstan dated 20 June 2023№ 490 “On certain issues of centers for the reception of citizens”.
3. This Resolution shall be enforced upon the expiry of ten calendar days after the day of its first official publication.
Prime Minister
of the Republic of Kazakhstan O. Bektenov
| Approved by the Resolution of the Government of the Republic of Kazakhstan dated 28 July 2026№ 663 |
Rules for conducting personal reception of individuals and representatives of legal entities by officials of state bodies and local self-government bodies
Chapter 1. General provisions
1. These Rules for conducting personal reception of individuals and representatives of legal entities by officials of state bodies and local self-government bodies (hereinafter – the Rules) have been developed in accordance with part three of статьи 90 of the Administrative Procedural and Process-Related Code of the Republic of Kazakhstan (hereinafter – the Code) and shall determine the procedure for personal reception of individuals and representatives of legal entities by heads of state bodies, local self-government bodies and their deputies, with the exception of the state body ensuring the activity of the Government of the Republic of Kazakhstan.
2. The following basic concepts shall be used in these Rules:
1) centre for the reception of citizens (hereinafter – the centre) – a platform for interaction of state bodies with the population;
2) responsible employee – an employee of a state body or local self-government body who considers an application for an appointment for personal reception within the competence of the corresponding structural subdivision;
3) personal reception – a specially organized form of direct interaction of individuals and representatives of legal entities with heads of state bodies, local self-government bodies and their deputies at an individually established time and date on issues within their competence, for the purpose of considering appeals;
4) local self-government bodies – bodies which, in accordance with the Law of the Republic of Kazakhstan "On Local State Government and Self-Government in the Republic of Kazakhstan", are entrusted with functions for resolving issues of local significance;
5) accumulation sector – a structurally or functionally designated area (zone) in the centre intended for centralized reception, temporary storage, recording, fixation and sorting of appeals and other documents on paper carriers, as well as their subsequent routing and transfer to competent state bodies with ensuring control over the movement of documents;
6) public reception office – a form of organizing personal reception of individuals and representatives of legal entities (hereinafter – the applicant), conducted by heads of state bodies, local self-government bodies and their deputies at specially organized platforms, including premises of the state bodies themselves and video conferencing;
7) employee of the public reception office of a state body and local self-government body (hereinafter – employee of the public reception office) – an employee of a state body or local self-government body who receives appeals and controls their consideration, as well as coordinates organizational issues of conducting personal reception of individuals and representatives of legal entities;
8) employee of the centre – an employee of a state body or local self-government body, of the non-commercial joint-stock company "State Corporation "Government for Citizens", directed (seconded) or assigned to work in the centre.
3. Personal reception of applicants shall be conducted by the following officials in public reception offices or centres not less than once a month in accordance with the approved schedule of personal reception:
1) first heads of central state bodies and their deputies;
2) heads of departments of central state bodies and their deputies;
3) heads of territorial subdivisions of central state bodies and their deputies;
4) akims of the capital, regions, cities of republican significance and their deputies;
5) akims of districts, cities of regional significance, districts in a city, cities of district significance, settlements, villages, rural districts and their deputies;
6) heads of departments of akimats of the capital, regions, cities of republican significance and their deputies;
7) heads of divisions of akimats of districts, districts of cities, cities of regional significance and their deputies;
8) chairpersons of maslikhats.
4. The procedure for organizing the work of the centre shall be approved by its regulations.
Chapter 2. Procedure for registration and consideration of appeals on issues of personal reception of individuals and representatives of legal entities
5. Appeals for an appointment for personal reception submitted in written (paper and (or) electronic) form or in oral form (with the exception of appeals submitted by means of telephone calls and other methods of communication that do not provide for the signature of the applicant) shall be subject to mandatory registration by means of the digital system "Electronic Appeals" (hereinafter – the system) on the day of their receipt with assignment of a unique registration number and shall be sent to the responsible employee for consideration within the competence of the corresponding structural subdivision, as well as to the employee of the public reception office for exercising control. If appeals are received after the end of the working day or on a non-working day, they shall be registered on the nearest working day following it.
6. Appeals for an appointment for personal reception must comply with the requirements established by Article 63 of the Code.
Refusal to accept an appeal shall not be permitted.
If an appeal for an appointment for personal reception does not comply with the requirements established by Article 63 of the Code, this shall be indicated to the applicant and 3 (three) working days shall be established for bringing it into compliance with the requirements of the Code.
An appeal with a request for personal reception which, within the established period, has not been brought into compliance with the requirements of the Code, shall be subject to return.
The return of an appeal shall not prevent a repeated appeal. In the case of a repeated submission of an appeal provided for by paragraph two of subparagraph 2) of part seven of Article 64 of the Code, after its return such appeal shall be attached to the materials of the previously considered administrative case without providing a response to it.
An appeal for an appointment for personal reception received by a state body and local self-government body whose powers do not include consideration of this appeal shall, within a period not later than three working days from the day of its receipt, be forwarded to the authorized state body or local self-government body with simultaneous notification (notice) of the applicant.
7. For the submission of an appeal by incapacitated, partially incapacitated persons or persons in need of guardianship or curatorship, the appeal and necessary documents shall be submitted by their legal representatives in accordance with the current legislation of the Republic of Kazakhstan.
The powers of the applicant's representative shall be confirmed by a power of attorney in his name in accordance with Article 68 of the Code and Article 167 of the Civil Code of the Republic of Kazakhstan.
When registering an appeal, the details of the principal shall be indicated.
When submitting appeals drawn up in a foreign language, applicants shall provide translations of the documents into the Kazakh or Russian language, certified by a notary in accordance with the Law of the Republic of Kazakhstan “On Notaries”.
8. During the acceptance of an appeal, the employee of the centre:
1) identifies the identity of the applicant by identity documents;
2) determines the nature of the issue voiced and offers options for correct routing and formation of the appeal;
3) checks the appeal for compliance with the requirements of the Code (if the data and information specified in the appeal do not correspond, the employee of the centre shall orally notify the applicant thereof and propose to eliminate them);
4) clarifies with the applicant the method of receiving a response from the state body or local self-government body at his discretion, explains that the response to the appeal will be received by the method of receipt chosen by him, as well as the possibility of its alternative receipt through the centre;
5) obtains the written consent of the applicant to the use of information constituting a secret protected by law contained in digital systems in accordance with the Law of the Republic of Kazakhstan "On Personal Data and Their Protection", unless otherwise provided by the current legislation, and forms the appeal in the system (filling in the relevant fields, formatting the text of the appeal, entering information about the applicant, the list of attached documents in the system);
6) sends the appeal to the address of the state body or local self-government body;
7) issues to the applicant a receipt on registration of the appeal;
8) after registration of the appeal, returns the documents to the applicant, including the originals of the written appeal (if any).
9. If the attachments to the appeal cannot be uploaded into the system, a paper appeal with the corresponding attachments shall be accepted for further transfer of documents to the address of state bodies or local self-government bodies.
From among the employees of the centre, a person responsible for the storage and routing of paper correspondence shall be designated (hereinafter – the employee of the accumulation sector).
Employees of the centre carrying out the acceptance of appeals shall, at 12:00 and 18:00 hours, form registers with packages of documents and transfer the appeals accepted on paper carriers to the employee of the accumulation sector for sorting correspondence by state bodies or local self-government bodies (stored and recorded in the accumulation cabinet).
Documents and registers (in two copies) shall be transferred to state bodies or local self-government bodies in the manner and by the methods provided for by the legislation of the Republic of Kazakhstan, including by means of postal communication; one register with a mark on acceptance of documents shall be returned back to the employee of the accumulation sector.
10. Provision of responses to the applicant on the appeal shall be carried out in the manner of an electronic queue.
If the applicant disagrees with the response provided by the state body or local self-government body to the submitted appeal, the employee of the centre shall explain the procedure for appeal in accordance with Article 91 of the Code, advise on the possibility of filing a complaint by means of the system and, at the request of the applicant, shall accept it or conduct it in the self-service zones of the centre.
11. Appeals submitted by the applicant during the reception shall be registered in the system with the mark "from personal reception".
12. Repeated assignment of consideration of an appeal to an employee to whom it was already assigned earlier shall not be permitted.
Refusal to conduct personal reception of an applicant upon a repeated appeal with reference to decisions of a state body and (or) local self-government body adopted following the results of a previously conducted personal reception shall not be permitted if, on the substance of the issue raised in the appeal, a decision was not adopted or the adopted decision did not actually resolve the issue raised, except for the cases provided for by paragraph 17 of these Rules.
13. Within a period not later than 15 (fifteen) working days from the moment of registration of the appeal, the responsible employee shall send a response to the applicant indicating the date and time of the reception.
Notification (notice) of the applicant on the appointment for personal reception shall be carried out in the manner established by Article 66 of the Code.
14. Extension of the period for consideration of an appeal shall be permitted by a reasoned decision of the head, his deputy or the head of the apparatus of the administrative body for a reasonable period, but not more than up to two months from the day of adoption of such decision, due to the need to establish factual circumstances significant for the correct consideration of the administrative case, of which the participant of the administrative procedure shall be notified within three working days from the day of extension of the period.
15. For registered appeals for an appointment for personal reception, on the day of adoption of a decision to satisfy the appeal for an appointment for personal reception, a separate reception record card (reception card) shall be formed in the system containing information about the applicant and the details of the appeal provided for by Article 63 of the Code.
Creation of reception record cards shall be carried out by the employee of the public reception office with ensuring the possibility of subsequent control and accounting of the reception process in the system.
16. If the appeal cannot be resolved by the official during the personal reception, it shall be set out in written form and work shall be conducted with it as with a written appeal.
Chapter 3. Procedure for personal reception of individuals and representatives of legal entities in public reception offices and centers
17. Appointment for reception shall be terminated upon the existence of at least one of the following circumstances:
1) when there is a decision of the administrative body or official on the administrative case in respect of the participant of the administrative procedure on the same subject and on the same grounds as those indicated in the appeal;
2) when there is a judicial act that has entered into legal force issued in respect of the same person, on the same subject and on the same grounds;
3) if the administrative body or official has returned the appeal on the basis of subparagraph 1) of part seven of Article 64 of the Code;
4) if the administrative body or official has accepted the withdrawal of the appeal by the applicant.
18. The employee of the public reception office, with the participation of the responsible employee, 5 (five) working days before the appointment of the reception, after collecting and analysing the materials, shall prepare reference information in the name of the head of the state body and local self-government body with a proposal on appointing the date of reception or refusal.
19. In order to ensure personal reception, the responsible employee, for the purpose of clarifying the substance of the appeal, shall have the right to request additional information in the manner established by the Code.
At the same time, this administrative action does not exclude the possibility of conducting personal receptions of applicants.
Reception schedules shall be approved by the heads of state bodies and local self-government bodies quarterly in advance, but not later than the beginning of the corresponding quarter, in the form according to Appendix 1 to these Rules, and shall be consolidated into unified schedules:
unified schedules of receptions of officials of central state bodies shall be approved by the Head of the Apparatus of the Government of the Republic of Kazakhstan and shall be subject to mandatory placement on the official website of the Prime Minister of the Republic of Kazakhstan and the corresponding central state body, and shall also be placed in the centre for the reception of citizens at the Apparatus of the Government of the Republic of Kazakhstan in the Kazakh and Russian languages in places accessible for public viewing;
unified schedules of receptions of akims of the capital, regions, cities of republican significance, cities of regional significance (administrative centres), heads of departments of akimats of the capital, regions, cities of republican significance, territorial subdivisions of central state bodies and their deputies shall be approved by the head of the apparatus of the akim of the corresponding capital, regions, cities of republican significance and shall be subject to mandatory placement on the official websites of the akimats of the capital, regions, cities of republican significance, and shall also be placed in the centre in the Kazakh and Russian languages in places accessible for public viewing;
unified schedules of receptions of akims of districts and their deputies, heads of divisions of akimats of districts, cities of regional significance and their deputies shall be approved by the heads of the corresponding apparatuses of the akim of the capital, regions, cities of republican significance and shall be subject to mandatory placement on the official websites of the akimats of districts, cities of regional significance, districts of cities, and shall also be posted in the premises of public reception offices and centres in the Kazakh and Russian languages in places accessible for public viewing.
20. The employee of the public reception office shall form the reception schedule in the order of priority of applicants.
The schedule of personal reception for the forthcoming quarter shall be formed taking into account the number of applicants awaiting reception.
21. Reception in public reception offices or centres by the persons specified in paragraph 3 of these Rules shall be subject to mandatory audio and (or) video recording.
Before conducting personal reception, employees of the public reception office and the centre shall be obliged to check the serviceability of the equipment ensuring video and audio recording.
Video and audio recordings of personal receptions shall be stored in the manner and within the periods established by the legislation of the Republic of Kazakhstan on records management and archival affairs, as well as by internal acts of the state body.
22. Before the beginning of the reception, the applicant shall present an identity document, and in the case of an appeal on behalf of other persons – documents confirming the authority to represent their interests.
23. Reception shall be conducted in the order of priority of appeals. Veterans of the Great Patriotic War, veterans equated by benefits to veterans of the Great Patriotic War, veterans of combat operations on the territory of other states, labour veterans, persons with disabilities, pregnant women, persons awarded the orders "Altyn Qyran", "Halyk Qaharmany", "Qazaqstannyn Enbek Eri" shall be received out of turn.
24. With the consent of the applicant, reception by heads of state bodies and local self-government bodies and their deputies by means of video conferencing shall be permitted.
25. In cases of introduction of restrictive measures established by the legislation of the Republic of Kazakhstan related to ensuring the safety of the applicant, reception shall be carried out exclusively by means of video conferencing.
26. In cases of impossibility of conducting personal reception due to temporary incapacity for work, official business trip or other circumstances of force majeure, the corresponding head of the state body, local self-government body or their deputies shall notify the employee of the public reception office of these circumstances, but not later than 2 (two) working days. At the same time, notification of the employee of the public reception office on the day of the personal reception due to temporary incapacity for work of the said persons shall be permitted.
The employee of the public reception office shall immediately notify the applicants who have signed up for the said date in written (paper and (or) electronic) or oral form and shall transfer the date of the personal reception to the nearest possible date in accordance with the approved schedule of personal reception.
27. In cases of impossibility of participation in the personal reception of the main official, the personal reception may be conducted by the acting official if the applicant consents.
28. On the day of reception, the employee of the public reception office, for the organization of personal reception, may engage legal consultants, psychologists and social workers (volunteers may be engaged only on the days of reception) who assist in the drafting of additional appeals and other accompanying documents.
29. During the reception, the employee of the public reception office shall ensure the participation of representatives of other interested bodies if the issue raised concerns their competence.
For the participation of representatives of other interested bodies, the employee of the public reception office shall send a request to the corresponding state body or local self-government body.
30. After sending the request for the participation in the reception of representatives of other interested bodies, the applicant shall, within 2 (two) working days, be informed of the sent request and, if necessary, of the extension of the consideration of the appeal for an appointment for reception.
31. Information on the facts of refusal of other interested bodies to participate in a joint reception shall, within 2 (two) working days, be sent to the Apparatus of the Government of the Republic of Kazakhstan.
32. 2 (two) working days before the date of the reception, the finally formed list of persons to be received shall be transferred for further informing of the employees of the centre.
33. The applicant signed up for the reception, after receiving the electronic queue ticket, shall be accompanied by an employee of the centre to the corresponding office for personal reception or to the waiting hall.
The waiting applicant shall be invited to the office of personal reception according to the list prepared by the employee of the public reception office, as well as the order of priority of receipt of appeals.
34. Upon request, interested state bodies and organizations shall be connected by means of video conferencing.
35. The results of the personal reception shall be formalized by a protocol in the form according to Appendix 2 to these Rules, reflecting the decision adopted on the appeal or the instructions given and indicating the periods for their execution.
36. The protocol shall be formed by the employee of the public reception office in the system with a mark on the conduct of the reception in the record card; if necessary, materials reflecting the results and decisions adopted on the appeal shall be attached to it, and their preservation in the system shall be ensured.
37. After signing by the official, the protocol shall, within 3 (three) working days, be sent to the applicant by means of the system, and the protocol instructions shall be attached to the corresponding appeals.
38. Employees of the public reception office and the centre shall, on a regular basis, monitor the level of satisfaction of applicants with the quality of consultations provided and the organization of personal reception. Monitoring shall be conducted by means of a sample survey by telephone of applicants who received consultations and refused to sign up for personal reception.
The level of satisfaction shall be determined on the basis of the applicants' assessment of the quality and completeness of the consultations provided, the correctness of interaction of employees, as well as the convenience of obtaining consultation. The monitoring results shall be used to analyse the quality of consultations provided and to improve the organization of personal reception of applicants.
39. The structural subdivision of state bodies and local self-government bodies exercising control over the execution of appeals, together with other interested structural subdivisions of state bodies and local self-government bodies, shall ensure:
1) information and analytical support of personal reception of heads of state bodies and local self-government bodies, their deputies within the framework of the receptions conducted;
2) participation of officials provided for by paragraph 3 of these Rules conducting personal reception of applicants;
3) feedback with the applicant (if necessary);
4) conduct of personal reception by means of video conferencing in the case of adoption of restrictive measures related to the introduction of states of emergency, emergency situations, quarantine measures of an epidemiological nature, technogenic accidents and other catastrophes posing a threat to the life and health of the population.
40. Akimats of the capital, regions, cities of republican significance shall, on a regular basis (not less than once a quarter), inform the Apparatus of the Government of the Republic of Kazakhstan on the results of the work of public reception offices and centres.
41. The results of the work of public reception offices of state bodies, including those directly subordinate and accountable to the President of the Republic of Kazakhstan, as well as local self-government bodies, shall be provided not less than once a quarter to the Department for Control over the Consideration of Appeals of the Administration of the President of the Republic of Kazakhstan.
42. The validity of these Rules shall not extend to relations specified in part four of Article 3 of the Code.
Schedule of reception of individuals and representatives of legal entities by officials of state bodies and local self-government bodies
Name of the state body and local self-government body | Surname, name, and patronymic (if any) of the person receiving individuals and representatives of legal entities | Position of the person receiving individuals and representatives of legal entities | Date and time of the reception of individuals and representatives of legal entities | Location of the state body, local self-government body | Contact phone number and email address of a state body or local government body |
| Annex 2 to the Rules for conducting personal reception of individuals and representatives of legal entities by officials of state bodies and local self-government bodies |
PROTOCOL
f personal reception of individuals and representatives of legal entities by officials f state bodies and local self-government bodies №
Place of reception: _____________ | Date and time of reception:______________ |
Surname, name, and patronymic (if any) and position (if any)
of the official, conducting in-person reception:
________________________________________________________________________
Secretary:
________________________________________________________________________
Information about the individuals who attended the in-person meeting:
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Surname, name, and patronymic (if any)) of the applicant__________________________
Purpose of application: _____________________________________________________
________________________________________________________________________
________________________________________________________________________
The content of the remarks, questions, answers, and explanations provided by the participants:
________________________________________________________________________
Decision of the in-person meeting: ____________________________________________
________________________________________________________________________
________________________________________________________________________
A request prepared based on the results of the appointment (if applicable):
________________________________________________________________________
Deadline for completing the request: __________________________________________
End time of the in-person meeting: ___________________________________________
Last name, first name, patronymic (if applicable), and signature of the official
who conducted the in-person meeting:________________________________________
