The Director of Vietnam Social Security has just issued Decision No. 422/QD-BHXH on the Process of implementing activities to support and advise organizations and individuals in the process of participating and enjoying social insurance, unemployment insurance (BHTN), and health insurance policies.
This decision will replace Chapters I, II, IV, VI, VII of Decision No. 681/QD-BHXH dated July 9, 2021.
The process is built to unify the receipt, processing and response of requests from organizations and individuals throughout the Vietnam Social Insurance system; ensuring publicity, transparency, and timeliness, creating maximum convenience for people and businesses when learning, answering, or reflecting issues related to social insurance, unemployment insurance, and health insurance policies.
According to regulations, organizations and individuals can send requests through many different channels such as the Vietnam Social Security switchboard, the National Public Service Portal, the Vietnam Social Security Electronic Information Portal, social networking sites of Vietnam Social Security, official emails, post offices or other feedback receiving channels.
The process clearly stipulates the responsibilities of each unit in receiving and processing requests. After receiving, the request will be classified.
For contents under authority and that can be answered immediately, a transaction officer or support department will directly answer organizations and individuals.
For contents that need verification, related to professional expertise or under the jurisdiction of other units, requests will be transferred to specialized units or provincial-level social insurance for processing, then the results will be summarized and responded to people and businesses in accordance with regulations.
The decision specifically stipulates the processing time for each type of request. For simple contents, eligible for immediate response, feedback is made immediately during the receipt process.
For contents that need coordination in handling, the response time is clearly defined according to each receiving channel and the complexity of the case, contributing to improving the responsibility for resolving and ensuring the rights of policy participants and beneficiaries.
In addition, the process also sets strict requirements for personal information security, data of participants; regulations on communication and behavior standards of the team performing support and consulting work; and at the same time strengthens the supervision and evaluation of service quality through collecting feedback from organizations and individuals after being supported.
The promulgation of the Process continues to concretize the goal of taking people and businesses as the center of service, contributing to improving the quality of public services, improving the experience of participants and beneficiaries of social insurance, unemployment insurance, and health insurance policies; and at the same time promoting digital transformation and building a service-oriented administration throughout the Vietnam Social Security system.
