The plan aims to disseminate and provide legal education on the Law on Citizen Reception, the Law on Complaints, the Law on Denunciations, the Law amending and supplementing a number of articles of the Law on Citizen Reception, the Law on Complaints, and the Law on Denunciations, along with guiding documents for their implementation. 

It also promotes the application of science and technology and digital transformation in citizen reception and the handling of complaints and denunciations among Hanoi's cadres, civil servants, and public employees.

The plan seeks to improve the situation-handling skills of officials working in citizen reception and to enhance the awareness, understanding, and practical experience of cadres, civil servants, and public employees who advise directors of departments, heads of agencies and units, and chairpersons of ward- and commune-level People's Committees on handling and resolving complaints and denunciations in accordance with the law.

It underscores the responsibility of leaders at all levels and across all sectors of the city in organizing citizen reception and resolving complaints and denunciations, ensuring the lawful rights and interests of citizens.

The plan also encourages a proactive spirit of learning, research, and law compliance among the city's cadres, civil servants, and public employees in carrying out citizen reception and handling complaints and denunciations.

Under the plan, first, communication and dissemination through official documents and meetings will focus on key contents, including the 2013 Law on Citizen Reception, the 2011 Law on Complaints, the 2018 Law on Denunciations, Law No. 136/2025/QH15 amending and supplementing a number of articles of the Law on Citizen Reception, the Law on Complaints, and the Law on Denunciations, and guiding documents for implementation. 

Other priorities include the application of science and technology and digital transformation in citizen reception and complaint and denunciation handling, administrative procedures for citizen reception and complaint resolution, decisions on complaint settlement, and conclusions on denunciation contents as prescribed.

Second, dissemination through mass media, websites and portals of city departments and agencies, grassroots information networks of wards and communes, and grassroots mediation groups will focus on central and municipal directives on citizen reception and the handling of complaints and denunciations. 

Communication will also cover citizens' rights and obligations when filing complaints and denunciations, guidance on competent authorities for handling complaints and denunciations under the two-tier local government model, and the promotion of best practices and effective models in citizen reception, dialogue, and grassroots complaint resolution.

Additional communication will address citizens' rights to complaints and denunciations related to elections and procedures for handling petitions related to elections of deputies to the 16th National Assembly and People's Councils at all levels for the 2026–2031 term. 

The plan also guides citizens on using the National Platform for Managing Complaints and Denunciations to look up citizen reception schedules of agencies, units, and localities, view detailed information such as time, venue, receiving leaders, and reception content, and register appointments or submit requests for reception where the system allows.

News articles and reports will be published in city newspapers and broadcasters, as well as on the websites and portals of relevant agencies and units. Communication will also be conducted via the iHanoi digital application and grassroots information systems in wards and communes, including public broadcasting systems, commune-level People’s Committee websites, and public electronic noticeboards.

Social media will be utilized by using official Zalo accounts of grassroots authorities to disseminate information on citizen reception and the handling of complaints and denunciations.

Third, communication and dissemination will be conducted through in-person training sessions, seminars, guidance, and direct working visits to units. These activities will focus on the legal framework for citizen reception and complaint and denunciation handling and on practical situation-handling skills. Forms of implementation include in-person training conferences and seminars, provision of reference materials, direct guidance and working sessions combined with receiving and addressing difficulties and obstacles, and inspections of law implementation in citizen reception and complaint and denunciation handling.

The plan also introduces and provides guidance on using the National Platform for Managing Complaints and Denunciations and on applying information technology and digital transformation in citizen reception and complaint handling through conferences introducing the platform, user guidance, and the provision of relevant management and operational materials.