Effective July 1, 2026, Decree No. 155/2026/ND-CP (“Decree 155”) introduces significant changes to Vietnam’s complaint resolution system. It modernizes digital complaint management, clarifies the handling of complex complaint cases, and enhances accountability in the resolution process.
On May 15, 2026, Vietnam’s government issued Decree 155, introducing several amendments to Decree No. 124/2020/ND-CP, which guides the implementation of the Law on Complaints.
The new decree clarifies the handling of complex complaint cases, promotes digitalization in complaint resolution, strengthens procedural guidance on suspension mechanisms, and tightens disciplinary measures for officials involved in complaint handling.
Clarified classification of ‘complex complaint cases’
A notable addition under Decree 155 is Article 3a, which formally defines what constitutes a “complex complaint case.” This classification applies to complaints that fall into one of the following categories:
- A single complaint requiring verification across two or more locations;
- Complaints involving two or more issues that require separate verification;
- Cases where multiple individuals submit complaints concerning the same matter or where the complaint affects the rights and interests of multiple parties;
- Complaints involving foreign complainants, complainants residing overseas, conduct occurring abroad, or issues requiring verification outside Vietnam;
- Complaints involving the management responsibilities of multiple agencies or organizations;
- Cases where relevant authorities hold differing opinions during the resolution process; or
- Complaints involving conflicting evidence or documentation that requires additional verification, assessment, or consultation with specialized agencies.
The determination of a complaint as a complex case must be documented in writing and included in the complaint resolution dossier.
Digital transformation in complaint resolution
Decree 155 also introduces Article 30a, establishing a legal framework for the application of information technology and digital transformation in complaint handling.
Under the new provisions, competent authorities, organizations, and individuals may utilize digital tools to update, monitor, manage, store, connect, and share complaint-related data in accordance with applicable laws.
Information and data generated throughout the complaint resolution process must be promptly updated to the National Database on Citizen Reception, Petition Processing, Complaint Resolution, and Denunciation Handling.
The decree further requires digital complaint management systems to ensure transparency, cybersecurity, personal data protection, and compliance with state secrecy regulations.
New rules on suspension and termination of complaint resolution
To provide detailed guidance on Article 11a of the Law on Complaints, Decree 155 introduces a new Section 2a, comprising Articles 28a and 28b, which address the temporary suspension and termination of complaint-resolution procedures.
Article 28a specifies circumstances considered force majeure events or objective obstacles, including:
- Natural disasters, epidemics, war, or hostile actions;
- Accidents, illness, business travel, or study commitments in remote locations; and
- Situations where documents or evidence directly related to the complaint are being temporarily retained or sealed by competent authorities.
Article 28b outlines procedures for resuming complaint resolution. Once the grounds for suspension no longer exist, the complaint-handling authority must issue a decision to continue the resolution process within three working days. The statutory complaint resolution period will resume from the date of issuance of that decision.
Stronger accountability and disciplinary measures for officials
Decree 155 also revises Articles 40 and 41 of Decree 124 to provide more detailed disciplinary measures for officials responsible for complaint verification and resolution.
The decree specifies four disciplinary sanctions, includign reprimand, warning, dismissal from position, and termination of employment, for violations such as:
- Harassing complainants;
- Shielding subjects of complaints;
- Retaliating against complainants;
- Intentionally falsifying records or evidence; and
- Refusing to accept complaints that satisfy legal acceptance requirements.
In addition, newly added Article 41a extends disciplinary liability to individuals who are not directly involved in complaint resolution but unlawfully interfere in the complaint-handling process.
Effective date and transitional provisions
Decree 155/2026/ND-CP takes effect on July 1, 2026. The new rules governing complaint withdrawal, temporary suspension, termination, and dialogue procedures will apply to complaints accepted before the decree’s effective date for which no complaint-resolution decision has yet been issued.
Cases involving unlawful complaint resolution activities discovered before July 1, 2026, and still under review will continue to be handled in accordance with Decree 124/2020/ND-CP.
For disciplinary violations related to complaints that occurred before the new decree takes effect, authorities may apply either Decree 155 or Decree 124 if the earlier provisions are more favorable to the disciplined official or civil servant.
