On approval of the Rules for personal reception of individuals and representatives of legal entities by officials of State bodies and local governments

Resolution of the Government of the Republic of Kazakhstan dated July 28, 2026 No. 663

In accordance with the third part of Article 90 of the Administrative Procedural Code of the Republic of Kazakhstan, the Government of the Republic of Kazakhstan DECIDES:

     1. To approve the attached Rules for the personal reception of individuals and representatives of legal entities by officials of state bodies and local governments.

     2. Invalidate them:

     1) Paragraph 1 of the Resolution of the Government of the Republic of Kazakhstan dated March 15, 2023 No. 214 "On approval of the Standard Rules for personal reception of Individuals and Representatives of Legal Entities by Officials of central Government bodies and offices of Akims of regions, cities of Republican significance, the capital, amendments to the Resolution of the Government of the Republic of Kazakhstan dated September 8, 2020 No. 560 "On approval of the Standard Rules of personal reception of individuals and representatives of legal entities by officials of the offices of regional akims, cities of republican significance and the capital and the Model Regulations on departments for monitoring the consideration of appeals from the offices of akims of regions, cities of republican significance and the capital"and invalidation of certain decisions of the Government of the Republic of Kazakhstan";

     2) Resolution of the Government of the Republic of Kazakhstan dated June 20, 2023 No. 490 "On certain issues of reception centers for citizens".

     3. This resolution shall enter into force upon the expiration of ten calendar days after the date of its first official publication.

The Prime Minister of the Republic of Kazakhstan

O. Bektenov

Approved by Resolution No. 663 of the Government of the Republic of Kazakhstan on July 28, 2026

Rules for personal reception of individuals and representatives of legal entities by officials of state bodies and local governments

Chapter 1. General provisions

     1. These Rules for the personal reception of individuals and representatives of legal entities by officials of state bodies and local governments (hereinafter referred to as the Rules) have been developed in accordance with part three of Article 90 of the Administrative Procedural Code of the Republic of Kazakhstan (hereinafter referred to as the Rules). – The Code) and determine the procedure for personal reception of individuals and representatives of legal entities by heads of state bodies, local governments and their deputies, with the exception of the state body responsible for the activities of the Government of the Republic of Kazakhstan.

     2. The following basic concepts are used in these Rules:

     1) the Citizens' Reception Center (hereinafter referred to as the center) is a platform for government agencies to interact with the public.;

     2) responsible employee – an employee of a state body or local government body who reviews an application for a personal appointment within the competence of the relevant structural unit.;

     3) a personal reception is a specially organized form of direct interaction between individuals and representatives of legal entities with the heads of state bodies, local governments and their deputies at an individually set time and date on issues within their competence in order to consider appeals.;

     4) local self–government bodies - bodies that, in accordance with the Law of the Republic of Kazakhstan "On Local Public Administration and Self-Government in the Republic of Kazakhstan", are entrusted with the functions of resolving issues of local importance.;

     5) accumulative sector – a structurally or functionally allocated area (zone) in the center, designed for centralized reception, temporary storage, accounting, recording and sorting of appeals and other documents on paper, as well as their subsequent routing and transfer to the competent state authorities to ensure control of the movement of documents;

     6) a public reception is a form of organizing a personal reception of individuals and representatives of legal entities (hereinafter referred to as the applicant), conducted by the heads of state bodies, local governments and their deputies at specially organized venues, including the premises of the state bodies themselves and videoconferences;

     7) an employee of the public reception of a state body and a local government body (hereinafter referred to as a public reception employee) is an employee of a state body or a local government body who accepts appeals and monitors their consideration, as well as coordinates organizational issues of personal reception of individuals and representatives of legal entities.;

     8) "center employee" is an employee of a government agency or local government body, a non–profit joint-stock company "Government for Citizens State Corporation", who has been sent (seconded) or assigned to work at the center.

     3. Personal reception of applicants is carried out by the following officials in public reception rooms or centers at least once a month in accordance with the approved schedule of personal reception:

     1) the first heads of central government bodies and their deputies;

     2) heads of departments of central government agencies and their deputies;

     3) heads of territorial divisions 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 the city, cities of regional significance, towns, 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 departments of akimats of districts, city districts, cities of regional significance and their deputies;

     8) chairmen of maslikhats.

     4. The procedure for organizing the work of the center is approved by its regulations.

Chapter 2. Procedure for registration and consideration of applications for personal reception of individuals and representatives of legal entities

     5. Requests for personal appointment submitted in writing (paper and/or electronic) or orally (with the exception of requests submitted by telephone calls and other communication methods that do not require the applicant's signature) are subject to mandatory registration through the digital system "Electronic Appeals" (hereinafter referred to as – system) on the day of their receipt with the assignment of a unique registration number and are sent to the responsible employee for consideration within the competence of the relevant structural unit, as well as to the employee of the public reception for control. If the requests are received after the end of the working day or on a non-working day, they are registered on the next working day following it.

     6. Requests for personal appointments must comply with the requirements established by Article 63 of the Code.

     Refusal to accept an application is not allowed.

     If the request for a personal appointment does not meet the requirements set out in Article 63 of the Code, this is indicated to the applicant and 3 (three) working days are set for its alignment with the requirements of the Code.

     An application for a personal appointment that has not been brought into compliance with the requirements of the Code within the prescribed period is subject to refund.

     The return of a request does not prevent a repeat request. In case of repeated filing of the appeal provided for in the second paragraph of subparagraph 2) of part seven of Article 64 of the Code, after its return, such appeal is attached to the materials of the previously considered administrative case without providing a response to it.

     An application for a personal appointment received by a state body and a local government body whose authority does not include consideration of this application is forwarded to the authorized state body or local government body no later than three working days from the date of its receipt, with simultaneous notification (notification) of the applicant.

     7. To submit an application by persons who are legally incapacitated, have limited legal capacity or are in need of guardianship or guardianship, the application and the necessary documents are submitted by their legal representatives in accordance with the current legislation of the Republic of Kazakhstan.

     The powers of the applicant's representative are 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 application, the details of the principal are indicated.

     ""When submitting applications written in a foreign language, applicants submit translations of documents in Kazakh or Russian, certified by a notary in accordance with the Law of the Republic of Kazakhstan "On Notaries".

     8. During the reception of the application, an employee of the center:

     1) carries out identification of the applicant's identity by means of identity documents;

     2) determines the nature of the question being asked and suggests options for proper routing and address formation;

     3) verifies the application for compliance with the requirements of the Code (if the data and information specified in the application do not match, the center employee verbally notifies the applicant about this and suggests that they be eliminated);

     4) clarifies from the applicant the method of receiving a response from a state body or a local government body at his request, clarifies that the response to the appeal will be received according to the method of its receipt chosen by him, as well as the possibility of its alternative receipt through the center.;

5) receives the written consent of the applicant to use information that constitutes a legally protected secret contained in digital systems in accordance with the Law of the Republic of Kazakhstan "On Personal Data and their Protection", unless otherwise provided by applicable law, and forms an appeal in the system (filling in the appropriate fields, formatting the text of the appeal, entering information about the applicant, the list of attached documents in the system);

     6) sends an appeal to a state body or a local government body;

     7) issues to the applicant a certificate of registration of the application;

     8) after registration of the application, returns the documents to the applicant, including the originals of the written application (if available).

     9. If it is impossible to attach appendices to the appeal to the system, then a paper appeal with the appropriate appendices is accepted for further transfer of documents to state or local government bodies.

     The person responsible for storing and routing paper correspondence (hereinafter referred to as the employee of the accumulative sector) is determined from among the center's employees.

     Employees of the center who receive applications form registers with packages of documents at 12:00 and 18:00 hours and transfer the applications accepted on paper to an employee of the accumulative sector for sorting correspondence by state or local government bodies (stored and recorded in the accumulative cabinet).

     Documents and registers (in two copies) are transferred to state bodies or local self-government bodies in accordance with the procedure and methods provided for by the legislation of the Republic of Kazakhstan, including by mail, one register with a note on acceptance of documents is returned back to the employee of the accumulative sector.

     10. Responses to the request are provided to the applicant in an electronic queue.

     If the applicant does not agree with the provided response of the state body or local government body to the submitted appeal, the employee of the center explains the appeal procedure in accordance with article 91 of the Code, advises on the possibility of filing a complaint through the system and, at the request of the applicant, accepts it or conducts it to the self-service areas of the center.

     11. The applications submitted by the applicant during the reception are registered in the system with a mark "from a personal reception".

     12. It is not allowed to re-assign consideration of an application to an employee who has already been assigned it before.

     It is not allowed to refuse to conduct a personal reception of the applicant upon repeated application with reference to the decisions of the state body and (or) local government body adopted as a result of the previously conducted personal reception, if the decision was not taken on the merits of the issue raised in the application or the decision did not actually resolve the issue raised, except in cases provided for in paragraph 17. these Rules.

     13. No later than 15 (fifteen) business days from the date of registration of the application, the responsible employee sends a response to the applicant indicating the date and time of admission.

     The notification (notification) of the applicant about the appointment for a personal appointment is carried out in accordance with the procedure established by Article 66 of the Code.

     14. It is allowed to extend the time limit for consideration of an appeal by a reasoned decision of the head, his deputy or the head of the administrative body's office for a reasonable period, but not more than two months from the date of making such a decision, due to the need to establish factual circumstances relevant to the proper consideration of an administrative case, which is notified to the participant in the administrative procedure within three working days from the date of making such a decision. extension of the term.

     15. According to the registered requests for a personal appointment, on the day of the decision to grant the request for a personal appointment, a separate reception record card (reception card) is formed in the system, containing information about the applicant, the details of the request provided for in Article 63 of the Code.

     The creation of admission registration cards is carried out by an employee of the public reception with the possibility of subsequent monitoring and accounting of the admission process in the system.

     16. If an appeal cannot be resolved by an official during a personal reception, it is presented in writing and handled as a written appeal.

Chapter 3. The procedure for personal reception of individuals and representatives of legal entities in public reception rooms and centers

     17. The appointment is subject to termination in the presence of at least one of the following circumstances:

     1) when there is a decision of an administrative body, an official in an administrative case against a participant in an administrative procedure on the same subject and on the same grounds as indicated in the application;

     2) when there is a judicial act that has entered into legal force, issued against the same person, on the same subject and on the same grounds;

     3) if an administrative body or official has returned an 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 application from the applicant.

     18. An employee of the public reception office, with the participation of a responsible employee, prepares background information 5 (five) business days before the appointment, after collecting and analyzing materials, addressed to the head of the state and local government bodies with a proposal to set a date for admission or refusal.

     19. In order to ensure a personal reception, the responsible employee has the right to request additional information in accordance with the procedure established by the Code in order to clarify the essence of the request.

     At the same time, this administrative action does not exclude the possibility of holding personal receptions of applicants.

     Admission schedules are approved by the heads of state bodies and local governments quarterly in advance, but no later than the beginning of the relevant quarter, in accordance with Annex 1 to these Rules, and are consolidated into uniform schedules.:

     unified schedules for receptions of officials of central government bodies are approved by the Head of the Government Staff of the Republic of Kazakhstan and are subject to mandatory posting on the official website of the Prime Minister of the Republic of Kazakhstan and the relevant central government body, as well as posted in the reception center for citizens at the Government Office of the Republic of Kazakhstan in Kazakh and Russian languages in places accessible to the public;

     unified schedules for receptions of mayors of the capital, regions, cities of republican significance, cities of regional significance (administrative centers), heads of departments of the akimat of the capital, regions, cities of republican significance, territorial divisions of central government bodies and their deputies are approved by the chief of staff of the akim of the respective capital, regions, cities of republican significance and are subject to mandatory posting on the official websites of the akimats of the capital, regions, cities of national importance, They are also placed in the center in Kazakh and Russian languages in places accessible to the general public.;

     unified schedules for receptions of akims of districts and their deputies, heads of departments of akimats of districts, cities of regional significance and their deputies are approved by the heads of the relevant offices of the akim of the capital, regions, cities of republican significance and are subject to mandatory posting on the official websites of akimats of districts, cities of regional significance, districts of cities, as well as posted in public reception rooms and centers in Kazakh and Russian in accessible places for general viewing.

     20. The employee of the public reception forms the reception schedule in the order of priority of applicants.

     The personal reception schedule for the upcoming quarter is based on the number of applicants awaiting admission.

     21. Reception in public reception rooms or centers by the persons specified in paragraph 3 of these Rules is subject to mandatory audio and (or) video recording.

     Before conducting a personal reception, employees of the public reception and the center are required to check the serviceability of the equipment providing video and audio recordings.

     Video and audio recordings of personal receptions are stored in accordance with the procedure and terms established by the legislation of the Republic of Kazakhstan on record keeping and archival affairs, as well as internal acts of the state body.

     22. Before the start of the reception, the applicant must present an identity document, and when applying on behalf of other persons, documents confirming the authority to represent their interests.

     23. The reception is conducted in the order of priority of the application. """"Veterans of the Great Patriotic War, veterans who are equated with veterans of the Great Patriotic War, veterans of military operations in other countries, veterans of labor, persons with disabilities, pregnant women, persons awarded the orders of "Altyn Kiran", "Halyk kaharmany", "Kazakstannyn Enbek Yeri", are accepted out of turn.

     24. With the consent of the applicant, it is allowed to be received by the heads of state and local government bodies and their deputies via videoconference.

     25. In cases of the introduction of restrictive measures established by the legislation of the Republic of Kazakhstan related to ensuring the applicant's safety, reception is carried out exclusively via videoconference.

26. In cases where it is impossible to conduct a personal reception due to temporary disability, business trip, or other force majeure circumstances, the relevant head of the state body, local government body, or their deputies shall notify the employee of the public reception office of these circumstances, but no later than two (2) business days in advance. At the same time, it is allowed to notify the employee of the public reception on the day of the personal reception due to the temporary disability of these persons.

     The employee of the public reception immediately notifies applicants who have signed up for the specified date in writing (paper and/or electronic) or orally and reschedules the date of personal reception to the nearest possible date in accordance with the approved schedule of personal reception.

     27. In cases where it is impossible to participate in a personal reception of the main official, a personal reception may be conducted by the acting official, subject to the consent of the applicant.

     28. On the day of the reception, an employee of the public reception may involve legal consultants, psychologists, and social workers to organize a personal reception (volunteers can only be involved on the days of the reception), who assist in processing additional requests and other related documents.

     29. When conducting an appointment, an employee of the public reception ensures 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 sends a request to the relevant state body or local government body.

     30. After sending a request for participation in the reception of representatives of other interested bodies, the applicant is informed within two (2) business days about the sent request and, if necessary, about the extension of consideration of the application for an appointment.

     31. Information on the facts of refusal to participate in the joint reception by other interested bodies is sent to the Office of the Government of the Republic of Kazakhstan within two (2) business days.

     32. Two (2) business days before the date of the reception, the finalized list of accepted persons is transmitted for further information to the center's employees.

     33. After receiving the electronic queue ticket, the applicant who has made an appointment is accompanied by an employee of the center to the appropriate office for a personal appointment or to the waiting room.

     The waiting applicant is invited to the personal reception office according to the list prepared by the employee of the public reception, as well as the order of receipt of applications.

     34. Upon request, interested government agencies and organizations are connected via videoconference.

     35. The results of the personal reception are drawn up in a protocol in accordance with Appendix 2 to these Rules, reflecting the decision taken on the request or the instructions given and indicating the deadlines for their execution.

     36. The protocol is formed by an employee of the public reception in the system with a note on the reception in the registration card, if necessary, materials reflecting the results and decisions taken on the appeal are attached to it, and their preservation in the system is ensured.

     37. After signing by the official, the protocol is sent to the applicant via the system within 3 (three) business days, and protocol instructions are attached to the relevant requests.

     38. Employees of the public reception and the center regularly monitor applicants' satisfaction with the quality of consultations provided and the organization of a personal reception. Monitoring is carried out by means of a sample telephone survey of applicants who have received consultations and refused to make an appointment in person.

     The level of satisfaction is determined based on the applicants' assessment of the quality and completeness of the consultations provided, the correctness of employee interaction, as well as the convenience of receiving advice. The monitoring results are used to analyze the quality of consultations provided and improve the organization of personal reception of applicants.

     39. The structural subdivision of state bodies and local self-government bodies that monitors the execution of appeals, together with other interested structural subdivisions of state bodies and local self-government bodies, ensures:

     1) information and analytical support for the personal reception of heads of state bodies and local self-government bodies, their deputies within the framework of the receptions;

     2) the participation of officials provided for in paragraph 3 of these Rules who receive applicants personally;

     3) feedback from the applicant (if necessary);

     4) conducting a personal reception via videoconference in the event of restrictive measures related to the introduction of a state of emergency, an emergency situation, quarantine measures of an epidemiological nature, man-made accidents and other disasters that threaten the life and health of the population.

     40. Akimats of the capital, regions, cities of republican significance on a regular basis (at least once a quarter) inform the Office of the Government of the Republic of Kazakhstan about the results of the work of public reception and centers.

     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 governments, are provided at least once a quarter to the Department for Monitoring the Consideration of Appeals of the Presidential Administration of the Republic of Kazakhstan.

     42. These Rules do not apply to the relations specified in the fourth part of Article 3 of the Code.

График приема физических лиц и представителей юридических лиц должностными лицами государственных органов и органов местного самоуправления

Скачать

      ПРОТОКОЛ личного приема физических лиц и представителей юридических лиц должностными                        лицами государственных органов и органов местного самоуправления №

      Фамилия, имя, отчество (при его наличии) и должность (при его наличии)должностного лица, проводящего личный прием:___________________________________________________________________Секретарь:___________________________________________________________________Сведения о лицах, принявших участие в личном приеме:___________________________________________________________________________________________________________________________________________________________________________________________________________Фамилия, имя, отчество (при его наличии) заявителя_______________________Суть обращения: _____________________________________________________________________________________________________________________________________________________________________________________________Содержание выступлений, вопросов, ответов и объяснений участвующих лиц:____________________________________________________________________Решение личного приема: _____________________________________________________________________________________________________________________________________________________________________________________Поручение, подготовленное по итогам приема (при наличии):____________________________________________________________________Срок выполнения поручения: __________________________________________Время окончания личного приема: ______________________________________Фамилия, имя, отчество (при его наличии) и подпись должностного лица,проводившего личный прием:_______________________________ 

Constitution Law Code Standard Decree Order Decision Resolution Lawyer Almaty Lawyer Legal service Legal advice Civil Criminal Administrative cases Disputes Defense Arbitration Law Company Kazakhstan Law Firm Court Cases Declaration Decree Order Resolution Decision Report Conclusion Statement Conclusion Convention Contract Memorandum Methodology Norms Note Rules Program Charter Charter Article Commentary Resolution Regulations Protocol Draft Program Rules Messages