Glossary

Appeals

Appeal

A proposal, application or complaint sent to a public authority, a local government body or an official. A written appeal can be on paper or in the form of an electronic document.

Proposal

A recommendation on how to improve laws, the work of public bodies or the way they deal with people. It is not about a violation but about what could be done better.

Application

A request for help in exercising rights and freedoms, or a report of a violation or of shortcomings in the work of public bodies and officials.

Complaint

A request to restore or protect violated rights, freedoms or legitimate interests. A complaint names exactly what is being challenged: a decision, an action or a failure to act.

Joint appeal

An appeal from several people on a shared issue. Names and signatures should be set out so it is clear who the authors are and where to send the reply.

Claim

A written demand to an organization, such as a store or a contractor. The procedure and deadlines for replying are set by law or by the contract, not by the rules on appeals to public bodies.

Procedure

Registration

Logging an incoming appeal and assigning it a number and date. A written appeal is registered within three days of receipt, and the reply deadline runs from the registration date.

Competence

The range of issues a body or official is entitled and required to decide. If an issue is outside the addressee’s competence, they cannot resolve it on the merits.

Forwarding

Sending an appeal on to the body whose competence covers the issue. It is done within seven days of registration, and the author is notified.

Deadline extension

Lengthening the review period in exceptional cases — by no more than 30 days and with the citizen notified.

Answer on the merits

A reply that addresses every question raised, not just general phrases. If a reply dodges your questions, that is grounds for a follow-up appeal or a complaint.

Documents

Copy

A reproduction of a document that is enclosed with a letter instead of the original. It is best to keep originals yourself and present them only when they are truly required.

Receipt stamp

A note on your copy of the appeal showing that the letter was accepted: the date, sometimes a number, and the signature of the person who accepted it. The main proof of submission in person.

Return receipt

A document that comes back to the sender of a registered letter and shows when and to whom the letter was delivered.

Electronic signature

An element of an electronic document that confirms who signed it. Whether an appeal needs one depends on how it is submitted and on the rules of the particular service.

Related sections

• Basics

  Types of appeals — proposal, application, complaint, request and a claim to a company — and the details the law requires a written appeal to include.

• Documents

  Which papers to keep after sending, how to check the receipt stamp and registration number, and what deadlines the law sets.

• FAQ

  Short answers on how to write an appeal, when it will be registered and reviewed, and what to do if something goes wrong.