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ORDER OF THE MINISTRY OF FINANCE OF THE RUSSIAN FEDERATION AND FEDERAL TAX SERVICE OF THE RUSSIAN FEDERATION

of December 29, 2015 No. MMB-7-17/610 @

About approval of Regulations of implementation of monitoring of addresses, responses, comments of the taxpayers (feedback) received in case of quality evaluation of the state services rendered to FNS of Russia

(as amended on 15-06-2017)

For the purpose of implementation of permanent monitoring of addresses, responses, comments of taxpayers (feedback) and for improvement of quality of provision of the state services rendered to taxpayers of FNS of Russia I order:

1. Approve Regulations of implementation of monitoring of addresses, responses, comments of the taxpayers (feedback) received in case of quality evaluation of the state services rendered to FNS of Russia (further - Regulations), according to appendix to this order.

2. To provide to management of standards and international cooperation (D. V. Volvach) methodological support of Regulations.

3. To provide to management of standards and international cooperation (D. V. Volvach), FKU "Nalog-Service" of FNS of Russia (R. V. Filimoshin) accomplishment of Regulations.

4. To heads (the acting as the head) of Offices of the Federal Tax Service in subjects of the Russian Federation to bring this order to subordinate tax authorities and to provide its accomplishment.

5. To impose control of execution of this order on the deputy manager of the Federal Tax Service coordinating activities for monitoring of quality of provision to taxpayers of the state services of FNS of Russia.

Head of the Federal Tax Service

M. V. Mishustin

Approved by the Order of the Federal Tax Service of the Russian Federation of December 29, 2015, No. MMB-7-17/610 @

Regulations of implementation of monitoring of addresses, responses, comments of the taxpayers (feedback) received in case of quality evaluation of the state services rendered to FNS of Russia

Regulations of implementation of monitoring of addresses, responses, comments of the taxpayers (feedback) received in case of quality evaluation of the state services rendered to FNS of Russia (further - Regulations) No. 601 "About the main directions of enhancement of system of public administration", orders of the Government of the Russian Federation of 12.12.2012 No. 1284 "About assessment by citizens of efficiency of activities of heads of territorial authorities of federal executive bodies (their structural divisions) and territorial authorities of state non-budgetary funds (their regional departments) taking into account quality of provision of the state services by them, and also about use of results of the specified assessment as the basis for decision making about early termination of execution by the corresponding heads of the job responsibilities" is developed for the purpose of implementation of the Presidential decree of the Russian Federation of 07.05.2012, Administrative regulations of the Federal Tax Service on provision of the state service in free informing (including in writing) taxpayers, payers of charges and tax agents about the operating taxes and fees, the legislation on taxes and fees and regulatory legal acts adopted according to it, procedure for calculation and tax payment and charges, the rights and obligations of taxpayers, payers of charges and tax agents, powers of tax authorities and their officials, and also on acceptance of tax declarations (calculations), the Ministry of Finance of the Russian Federation approved by the order of 02.07.2012 No. 99n, the order of FNS of Russia of 14.01.2014 No. MMB-7-6/8 @ "About input in commercial operation of subsystem "Private office of the taxpayer of the legal entity", to ensuring operability of service and ensuring timely updating of data", the order of FNS of Russia of 26.05.2015 No. MMB-7-6/216 @ "About input in commercial operation of subsystem "Private office of the taxpayer of the individual entrepreneur", the order of FNS of Russia of 30.06.2015 No. MMB-7-17/260 @ "About approval of procedure for maintaining private office of the taxpayer", the order of FNS of Russia of 31.08.2015 No. MMB-7-17/371 @ "About approval and realization of Policy of FNS of Russia in the field of quality of provision of the state services and realization of the state functions for 2015 - 2018", orders of FNS of Russia of 19.10.2015 No. 202 @ "About approval of the Regulations on group on realization of Policy of FNS of Russia in the field of quality of provision of the state services and realization of the state functions for 2015 - 2018", territorial tax authorities FNS of Russia, FKU "Nalog-Service" of FNS of Russia of the state functions and rendering the state services to taxpayers concerning completeness and workmanship.

For the purposes of these Regulations the term "feedback" is understood as the information on work of tax authorities and quality of the rendered state services containing in addresses, responses, comments of taxpayers, arriving personally, in the form of the mailing, through electronic services of FNS of Russia, the Single portal of the state and municipal services, the specialized website "Your Control", mass media, redirected for consideration and execution by federal executive bodies (executive bodies of subjects of the Russian Federation).

These Regulations establish procedure for monitoring of addresses, responses, comments of taxpayers, by results of rendering the state services to them, and also operations procedure of officials of central office of FNS of Russia, the Departments of FNS of Russia for subjects of the Russian Federation (further - UFNS) and subordinate territorial tax authorities (further - IFTS) by results of information obtained during monitoring for the purpose of improvement of quality of provision of the state services and level of satisfaction of taxpayers with activities of FNS of Russia and territorial tax authorities and regulate actions of officials of UFNS (IFTS), included in group on realization of Policy in the field of quality (further - the official of UFNS (IFTS) of Group on quality) according to the order of FNS of Russia of 31.08.2015 No. MMB-7-17/371 @ "About approval and realization of Policy of FNS of Russia in the field of quality of provision of the state services and realization of the state functions for 2015 - 2018".

I. Monitoring of the negative comments left by taxpayers in electronic service of FNS of Russia "Private office of the taxpayer for physical persons" on written replies of tax authorities

1. Monitoring of negative comments is performed by weekly structural divisions of UFNS and IFTS responsible for provision of the answer to the taxpayer, on the inquiries sent the electronic service "Private Office of the Taxpayer" (further - LK of FL). All negative comments left in LK of FL by taxpayers by results of the received written replies of tax authorities to the appeals of taxpayers sent through LK of FL are subject to the analysis.

Monitoring is performed by means of the federal information resource "Private Office of the Taxpayer" by the staff of tax authorities having access to the federal information resources and services accompanied with FKU "Nalog-Service" of FNS of Russia according to Procedure for connection of users to the federal information resources and services accompanied with FKU "Nalog-Service" of FNS of Russia approved by the order of FNS of Russia of 11.02.2013 No. MMB-7-4/69 @.

2. In the bookmark "Feedback" the line "Results of Assessment by Users of Replies of Tax Authorities to Addresses" is chosen. By means of the filter button in the appeared menu in the line "assessment" value "0" is established it (is dissatisfied), in the line "date of assessment" the range of the checked period is exposed.

3. All negative comments received during selection are analyzed, on analysis results of negative comments the chief of structural division of UFNS (IFTS) responsible for provision of the answer to the taxpayer, takes measures for elimination of the shortcomings specified in comments.

II. Monitoring of the written appeals of taxpayers sent personally in the form of the mailing, through electronic services of FNS of Russia "Addresses to FNS of Russia", "Private office of the taxpayer for physical persons", "Private office of the taxpayer of the legal entity", "Private office of the taxpayer of the individual entrepreneur", the Single portal of the state and municipal services

4. Within monitoring of written addresses of the taxpayers who arrived personally in the form of the mailing, through electronic services of FNS of Russia "Address to FNS of Russia", "The private office of the taxpayer for physical persons", "Private office of the taxpayer of the legal entity", "Private office of the taxpayer of the individual entrepreneur", the Single portal of the state and municipal services, the structural division of UFNS (IFTS) responsible for registration of the arrived addresses, quarterly sends to the structural divisions of UFNS (IFTS) responsible for provision of the answer to the taxpayer, and to the structural division of UFNS (IFTS) responsible for completeness, quality and timeliness of provision of the answer, data which include data on quantity and subject of the arrived addresses (according to the Standard all-Russian thematic qualifier of addresses of citizens, the organizations and public associations, to No. A1-3695v approved by the Deputy Chief of the Russian President's Executive Office 28.06.2013), and the name of structural division of UFNS (IFTS) responsible for provision of the answer.

5. No. MMB-7-17/508 @ is excluded according to the Order of the Ministry of Finance of the Russian Federation and the Federal Tax Service of the Russian Federation of 15.06.2017

4.1. Chiefs of structural divisions of UFNS (IFTS) responsible for provision of the answer to the taxpayer, carry out the analysis of the arrived addresses on subject of the most often found questions, claims of taxpayers to unsatisfactory work of tax authorities, repeated addresses on the same question;

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