The general objective of this Customer Charter is to improve the access to and quality of the administrative services offered by the Human Resource Development Centre (HRDC).
The Charter is intended to help members of the public get familiar with the functions and types of services offered by the HRDC and with their rights to require better and higher-quality service and respect from HRDC employees.
The HRDC Customer Charter also facilitates the work of administration employees by clearly defining the services provided, encouraging them to treat administrative service users in a courteous and responsive manner.
Customer Charter
General objective
Access to information
Information is available to every individual in any of the following ways:
- By an on-site visit at the HRDC, 15 Graf Ignatiev St., Sofia.
- By a telephone enquiry at: 02/915 5010
- By a letter posted to: 15 Graf Ignatiev St., floor 4., Sofia;
- By consulting a notice board located at: 15 Graf Ignatiev St., floor 4., Sofia;
- On the website: www.hrdc.bg, section Administrative services;
- Via e-mail at: hrdc@hrdc.bg
- By fax at 02/915 5049
The HRDC administrative services unit is located at 15 Graf Ignatiev St., floor 4, Sofia, and the office hours are from 9:00 a.m. to 5:30 p.m. every weekday.
NAME OF THE SERVICE
LEGAL BASIS
1. Issuing a certificate of contributory income (UP 2)
- Social Insurance Code.
- Ordinance on Pensions and Contributory Service.
- Item 2 (c) of § 1 of the Supplementary Provisions of the Administration Act.
- Ordinance on Pensions and Contributory Service.
- Item 2 (c) of § 1 of the Supplementary Provisions of the Administration Act.
2. Issuing a certificate of contributory service (UP 3)
- Social Insurance Code.
- Ordinance on Pensions and Contributory Service.
- Ordinance on Pensions and Contributory Service.
3. Affording access to public information
- Access to Public Information Act.
4. Reconciling certificate of contributory income (UP 2) as issued with record on socially insured person in the information system of National Social Security Institute
- Item 2 (c) of § 1 of the Supplementary Provisions of the Administration Act in conjunction with Article 5 (7) of the Social Insurance Code and in conjunction with Article 40 of the Ordinance on Pensions and Contributory Service.
Mandatory standards
MANDATORY STANDARDS FOR QUALITY OF ADMINISTRATIVE SERVICES AT HRDC
Administrative services at the HRDC are provided in conformity with the following mandatory quality standards:
- when performing their official duties, all HRDC employees wear an identification badge.
- in telephone conversations, HRDC employees are required to identify themselves;
- queries received by post and via e-mail must be dealt with within 14 days unless another time limit is set in a statutory instrument;
- the waiting time for obtaining information or for handling documents in connection with administrative services during an on-site visit may not exceed 20 minutes. If a longer waiting period is necessary for particular services, another employee of the Administrative Law Activities and Real Estate Management Directorate must join the documents handling.
- the office premises where administrative services are offered must provide seating and create suitable conditions for senior citizens and pregnant women.
- applying for administrative services offered by the HRDC orally, which is recorded in a memorandum.
- applying for an administrative service and receiving documents via a licensed postal operator or through a combination of methods.
- documents available at the HRDC or at another body must be requested through official channels.
Common standards
COMMON STANDARDS FOR ADMINISTRATIVE SERVICES AT HRDC
Administrative services are provided at the HRDC in conformity with the following generally accepted standards and principles:
- Protection of the data and personal information of administrative service users of which HRDC employees become aware upon or in connection with the performance of their official duties.
- Polite, courteous and responsive treatment of users.
- Confidentiality regarding the questions raised.
- Treatment of all users on an equal footing by means of affording equal access to the service without distinction as to social status, education, gender, age, ethnicity or religious beliefs.
- Provision of clear, easily understandable, comprehensive and accurate information to address the problem of each user.
- Transparency of administrative services.
- Strict compliance with the time limits for the provision of each administrative service.
- Accessible ways of submitting suggestions, alerts and other information.
Own standards
OWN STANDARDS FOR ADMINISTRATIVE SERVICES AT HRDC
The HRDC applies the following own standards for administrative services:
- Handle work professionally.
- Be adaptable to various situations.
- Provide truthful, systematic and comprehensive information to users of HRDC administrative services.
- Counter corrupt practices and other wrongful acts.
- Avoid conflict situations or, should such situations arise, take quick action to address them.
- Seek an alternative solution to the users’ problem.
Consulting methods
WAYS OF CONSULTING HRDC ADMINISTRATIVE SERVICE USERS IN ORDER TO IMPROVE AND ACCOUNT FOR WORK ON IMPLEMENTING THE STANDARDS
Feedback from HRDC administrative service users is obtained by collecting and analysing suggestions, alerts, compliments and complaints.
Feedback from users is obtained by means of a questionnaire, a letter box for comments and recommendations, by telephone and online.
The information received in the form of feedback from HRDC administrative service users is analysed and the level of satisfaction measures is discussed in consultations with non-governmental organisations, individuals and businesses and with civil society representatives and actions are taken for the improvement of administrative services. Summary information on HRDC administrative services is published on the website of the institution at the beginning of each year.
User rights and alerts handling arrangements
RIGHTS OF HRDC ADMINISTRATIVE SERVICE USERS
Each HRDC administrative service user is free to express an opinion, make a suggestion, compliment adequate conformity and criticise non-conformity with the common and own standards for HRDC administrative services by means of a questionnaire, a letter box for comments and recommendations, by telephone and online.
ARRANGEMENTS FOR HANDLING ALERTS AND SUGGESTIONS
Requests, alerts and suggestions are submitted to the HRDC administrative services unit at: 15 Graf Ignatiev St., floor 4., Sofia, within office hours: 9:00 a.m. to 5:30 p.m. Any requests, alerts and suggestions as submitted are entered in an incoming register according to the effective nomenclature in the administration.
All requests, alerts and suggestions as submitted are dealt with within the time limits set in the Administrative Procedure Code.
Provision of administrative services
ADMINISTRATIVE SERVICES AT HRDC ARE PROVIDED SUBJECT TO THE APPLICATION OF:
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- the Constitution of the Republic of Bulgaria;
- the Administration Act;
- the Administrative Procedure Code;
- the Access to Public Information Act;
- the Personal Data Protection Act;
- the Protection against Discrimination Act;
- the Classified Information Protection Act;
- the Code of Conduct of State Administration Employees;
- Other statutory instruments concerning the HRDC activities.
Administrative services provided by the HRDC
Personal data protection at Human Resource Development Centre