Making a Complaint
The NDRC government values feedback from citizens and provides a structured complaints process for issues with government services.
What you can complain about
- Incorrect processing of a service request
- Unreasonable delays beyond published processing times
- Technical faults with government systems that affected your compliance
- Errors in your records (CARL-ID, CarlCare, UtiliTrack)
- Conduct of government employees during service delivery
- Accessibility barriers preventing you from accessing services
What you cannot complain about
- Government policy decisions (these are made by the Supreme Leader and are not subject to complaint)
- CDI score methodology (the formula is set by the Ministry of Labor)
- Security classification decisions (these are made by the Ministry of Security and are final)
- Chargeability targets (these are national standards)
- Content filtering decisions by the Citizen Proxy
- Outcomes of loyalty verification assessments
Complaints process
- Stage 1 - Departmental Resolution (10 working days): Submit your complaint through the relevant department. A case officer will review and respond within 10 working days
- Stage 2 - Departmental Review (20 working days): If unsatisfied with the Stage 1 response, request a departmental review. A senior officer not involved in the original decision will review your case
- Stage 3 - State Compliance Tribunal (60 working days): If the departmental review is unsatisfactory, you may escalate to the State Compliance Tribunal. The Tribunal's decision is final and binding
Important notes
- All complaints are logged against your CARL-ID. Frequent complaints without merit may be flagged as vexatious and could affect your compliance record
- Complaints about security matters are not processed through this system and will be redirected to the Ministry of Security
- Complaints must be factual and respectful. Defamatory or threatening language will result in the complaint being rejected and may trigger a compliance investigation