Accordingly, the phone number and email address will be announced and integrated into the Hotline section on the Provincial People's Committee's electronic portal and on the websites of departments, agencies, and localities in the province.
Specifically, the hotline phone number for business hours is: 0913475933, Mr. Nguyen Bay - Director of the Investment Promotion Center, or 0906531404, Mr. Nguyen Tran Thi - Deputy Director of the Investment Promotion Center under the Department of Finance.
The hotline email address is: ipcgialai@gmail.com, Investment Promotion Center. Information, feedback, and suggestions are accepted via the hotline email inbox 24 hours a day, 7 days a week.
Regarding principles of receiving and processing information:
- The receipt and processing of information via the hotline must be timely and in accordance with the procedures stipulated in this procedure.
- Feedback and suggestions via the hotline will be accepted through the publicly announced telephone numbers and email addresses.
- The identity and address of those providing information via the hotline will be kept confidential upon request; however, if the information provider requests to know the results of the processing of their information, the competent agency, organization, or individual must inform him/her.
- Information via the hotline will be refused in the following cases: The information provider does not provide their full name and address; the information provided is general and cannot specify the details of the incident, its location, or who is involved; information unrelated to project investment activities.
- The receipt, processing, and publication of the results of handling information from agencies, organizations, and individuals reflecting and making suggestions via the hotline must be numbered, documented, and archived according to regulations.
The hotline operation process is as follows:
The assigned civil servant or public employee responsible for receiving information has the following responsibilities:
Step 1. The Director of the Investment Promotion Center assigns a staff member to be on duty to receive emails containing feedback and suggestions (referred to as the assigned staff member).
Upon receiving information via the hotline, the assigned staff member is responsible for responding to the information provider to acknowledge receipt and updating the information in the hotline feedback and suggestion record.
Step 2: The assigned officer reports directly to the Director of the Investment Promotion Center within 10-15 minutes.
Step 3: The Director of the Investment Promotion Center directly advises the Director of the Department of Finance or the relevant Department leader within 5 minutes.
- In cases where the feedback or suggestion falls under the responsibility of the Department of Finance, the Director of the Investment Promotion Center is responsible for advising the Director or the relevant Department leader to consider, resolve, and respond to the agency, organization, or individual providing the feedback or suggestion according to regulations, thus concluding the support process.
- In cases where the information or suggestions fall under the responsibility of another unit for advice and resolution, the Director of the Department of Finance reports to the Chairman of the Provincial People's Committee via telephone, text message, or email. Further details of the processing steps are as follows:
Step 4: After receiving the information or suggestions, the Chairman of the Provincial People's Committee authorizes the Director of Department of Finance to forward the information or suggestions to the relevant agencies and localities.
Step 5: The Director of the Department of Finance informs the agencies and localities as directed by the Chairman of the Provincial People's Committee within 10 minutes.
Step 6: Based on their functions and duties, the heads of the agencies and localities receiving the information or suggestions must consider, resolve, and respond to the agency, organization, or individual providing the feedback or suggestions, and simultaneously report to the Chairman of the Provincial People's Committee through the Director of the Department of Finance (the individual authorized by the Chairman of the Provincial People's Committee to handle the matter). The implementation time is one day.
Step 7: The Director of the Department of Finance reports the results of the handling and resolution to the agencies, organizations, and individuals who submitted feedback and suggestions, and responds to them in accordance with regulations, thus concluding the support processing procedure.
In cases where feedback is received via telephone, the process is similar to the above, starting from Step 3.
Furthermore, for unresolved suggestions, the Department of Finance will proactively coordinate with relevant agencies and localities on a weekly, monthly, semi-annual, and annual basis, and upon request, to compile the situation and report to the Chairman of the Provincial People's Committee on the results of receiving and processing information from organizations and individuals who submitted feedback and suggestions via the hotline. The report will clearly state the amount of information received via telephone and email (including the number of pieces of information received, classification results, number resolved, processing results; difficulties, obstacles, suggestions, and recommendations (if any)).
Establishing and publicizing this hotline will allow for timely understanding of the needs and aspirations of businesses, and the rapid resolution of difficulties and obstacles, thereby providing better support for businesses and investors operating in the province.
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