Regulation on the consideration of appeals of citizens

1. Every written appeal received by post, by e-mail or at the chancellery is registered on the day it arrives and given a number.

2. An appeal is answered within 30 days, and a complaint about service on a train or at a station within 15 days. Where more time is needed, the citizen is told so in writing.

3. Entries in the book of complaints and suggestions are sent by the station master to the passenger services department within three days.

4. Appeals are answered in the language in which they are written: Iradi, Russian or English.

5. Anonymous appeals are not answered, but those that concern the safety of traffic are passed to the traffic service.

Director-General P. Yugai