The University of Economics Ho Chi Minh City (UEH) is committed to fostering a transparent, fair, and lawful working environment, ensuring the full protection of the legal rights of employees, faculty, and learners. In 2025, UEH officially issued a comprehensive set of legal documents establishing a formal appeal and complaint process for employment-related matters:

+ Regulation on Receiving and Resolving Complaints and Denunciations (Decision No. 2410/QD-DHKT-BDCLKSNB, July 31, 2025, updated from Decision issued in 2019);

+ Complaint Resolution Procedure (Decision No. 2617/QD-DHKT-BDCLKSNB, July 31, 2025,  updated from Decision issued in 2019);

+ Denunciation Resolution Procedure (Decision No. 2616/QD-DHKT-BDCLKSNB, July 31, 2025,  updated from Decision issued in 2019).

These are official legal documents developed based on the Law on Complaints (2011) and the Law on Denunciations (2018), ensuring full compliance with national legislation. They clearly establish a formal mechanism that allows faculty members and employees to file complaints or denunciations against administrative decisions or actions that may infringe upon their lawful rights and legitimate interests, particularly in matters related to work and income, such as teaching assignments, salary, bonuses, performance evaluation, commendations, or violations of the Code of Conduct, thereby ensuring the restoration and protection of employees’ legal rights.

The Regulation on Receiving and Resolving Complaints and Denunciations (issued together with Decision No. 2410/QĐ-ĐHKT-BĐCLKSNB dated July 31, 2025) covers both appeal/complaint and denunciation procedures under the authority of the President of UEH. It was developed based on the Law on Complaints (2011) and the Law on Denunciations (2018), ensuring legal validity and compliance with State regulations. This regulation applies to public employees (those recruited, employed, and managed by UEH) and students. The President of UEH has the authority to resolve both first and second-level appeals concerning disciplinary decisions involving civil servants, public employees, and other workers. Accordingly:

+ Public employees have the right to lodge complaints against administrative decisions or actions when there is sufficient reason to believe such decisions infringe upon their legitimate rights and interests. The scope of complaints includes matters directly affecting their work and income, such as: Annual performance evaluations and reward assessments; Teaching and work assignments; Violations of the UEH Code of Conduct for Public Employees.

+ Public employees also have the right to denounce any violations of law committed by their supervisors or other employees in the performance of official duties.

UEH has established a two-tier complaint resolution mechanism to ensure fairness and transparency:

+ First-level complaints related to professional assignments, management, or teaching allocation are submitted to the authorized leader of the directly managing unit.

+ If the complainant disagrees with the initial resolution, a second-level complaint may be submitted to the Department of Quality Assurance and Internal Control. 

The process of receiving and handling complaints and denunciations is managed by the Department of Quality Assurance and Internal Control. Once a submission meets the required eligibility criteria, the President of UEH issues an Acceptance Decision and establishes a Verification Team. This team is responsible for working directly with both the complainant/denouncer and the accused party, collecting all relevant information, documents, and evidence. The complainant or denouncer is also responsible for providing any additional information or supporting materials, if available.

After the verification process, which may include dialogue sessions (if it is necessary), the President issues an Official Decision on Complaint Resolution or a Conclusion on Denunciation Findings.

UEH ensures transparency and fairness through the following measures:

+ Publication of the Complaint Resolution Decision;

+ Publication of the Denunciation Conclusion and any resulting Sanction Decision (if applicable);

+ Protection of complainants and denouncers, strictly prohibiting the disclosure of personal information, documents, or actions that could cause harm or disadvantage to them.

Building on this foundation, UEH has issued the Denunciation Resolution Procedure (Decision No. 2616/QD-DHKT-BDCLKSNB, July 31, 2025,  updated from Decision issued in 2019) to establish a clear operational mechanism that enables employees to formally report and appeal for the protection of their lawful rights and interests.

+ Scope of application: This procedure applies to public employees and learners currently working or studying at the University of Economics Ho Chi Minh City (UEH).

+ Purpose: The purpose of this procedure is to “protect and restore the lawful rights and legitimate interests of citizens”, including those of public employees.

+ Content of denunciations: Includes acts of violating laws in the performance of duties or official responsibilities. Any issues concerning employee rights, salary, benefits, or management misconduct that may negatively affect staff members fall within the scope of this procedure.

The procedure is carried out under the authority of the President of UEH and coordinated by the Department of Quality Assurance and Internal Control as the focal unit responsible for resolution. The process consists of 13 detailed steps, including: Acceptance of the complaint, establishment of a Verification Team, deal directly with both the accused and the complainant, and preparation of a Conclusion on Denunciation Content. After the verification phase, the President of UEH issues the Conclusion on Denunciation Content and, if applicable, a Decision on Disciplinary Actions. To ensure transparency and accountability, both the Conclusion and the Decision (if applicable) must be publicly disclosed within seven (07) working days from the date of issuance and communicated to the complainant and all relevant units.

In parallel, UEH also introduced the Complaint Resolution Procedure (Decision No. 2617/QD-DHKT-BDCLKSNB, July 31, 2025,  updated from Decision issued in 2019), establishing a formal and transparent mechanism that enables UEH staff members and learners to submit complaints related to their benefits and income.

+ Scope of Application: This procedure applies to the receipt and resolution of complaints under the authority of the President of UEH. In this context, the term “citizen” refers to public employees, learners, and other related individuals.

+ Purpose: To ensure that all complaint resolution processes are carried out accurately, objectively, promptly, and in compliance with the law. The procedure guarantees the protection and restoration of lawful rights and legitimate interests of citizens and relevant entities.

+ Basis for complaints: Complaints may be filed against administrative decisions or administrative actions issued or performed by UEH or its authorized representatives that directly affect the complainant’s legitimate rights and interests.

+ Appeal Mechanism: The procedure outlines an eight-step process, as follows:

Step 1: Receipt of Complaint Form

Step 2: Classification and Acceptance

Step 3: Establishment of Verification Team

Step 4: Review of the Administrative Decision

Step 5–6: Verification and Dialogue

Step 7: Issuance of Resolution Decision

Step 8: Archiving of Case Records

The process ensures objectivity, transparency, and timeliness. If a complainant disagrees with the first-level resolution, they are entitled to submit a second-level appeal. Together with the Denunciation Resolution Procedure, this complaint process provides UEH staff, employees, and learners with a comprehensive grievance management framework, covering all complaints related to administrative decisions or actions that directly affect their benefits and income.

Additionally, in 2024, to further enhance the quality of support and service delivery for all stakeholders (including students, staff, employees, and partners), UEH also integrated digital technology into its operations by upgrading its multi-channel Customer Relationship Management (CRM) system, enabling diverse and efficient channels for receiving, tracking, and resolving all stakeholder inquiries and requests.

In 2024, UEH recorded no complaints or denunciations from its internal staff or employees. The University received a total of zero cases during the year, demonstrating the effectiveness of its transparent and fair employment practices. As of early 2025, one external case is under review, unrelated to internal UEH personnel. This result reflects UEH’s strong compliance with legal frameworks and its commitment to maintaining a trustworthy, equitable, and respectful working environment.

Accordingly, with a comprehensive system of official regulations and procedures, a transparent, multi-channel grievance reception system, and the strict protection of complainants’ confidentiality and personal information, UEH fully meets the SDG 8.2.8 – Employment practice appeal process. This demonstrates UEH’s strong commitment to fairness, transparency, and accountability in the workplace, fostering trust among staff and employees in the institution’s governance and human resource practices.

Open related links: 

1. Regulation on Receiving and Resolving Complaints and Denunciations (Decision No. 2410/QĐ-ĐHKT-BDCLKSNB, July 31, 2025) – https://drive.google.com/file/d/13hEguAcYld6-zaElZRADFrxrrWHCccWq/view 

2. Complaint Resolution Procedure (Decision No. 2617/QĐ-ĐHKT-BDCLKSNB, July 31, 2025) – https://drive.google.com/file/d/13hEguAcYld6-zaElZRADFrxrrWHCccWq/view 

3. Denunciation Resolution Procedure (Decision No. 2616/QĐ-ĐHKT-BDCLKSNB, July 31, 2025) – https://drive.google.com/file/d/1e2ZkRqYKf14S5kTFw3TYXeGnlbvAkuNm/view 

4. November 11, 201 – Law No. 02/2011/QH13 of November 11, 2011, on Complaints, Viet Nam – https://www.economica.vn/Content/files/LAW%20%26%20REG/Law%20on%20Denunciation%202018.pdf 

5. June 12, 2018 – Law on denunciation – https://www.economica.vn/Content/files/LAW%20%26%20REG/Law%20on%20Denunciation%202018.pdf 

6. May 13, 2024 – Enhancing service quality for students, staff, employees, and partners: UEH deploys diverse forms of receiving and processing support requests – https://www.ueh.edu.vn/cuoc-song-ueh/tin-tuc/nang-cao-chat-luong-phuc-vu-nguoi-hoc-vien-chuc-nguoi-lao-dong-doi-tac-ueh-trien-khai-da-dang-cac-hinh-thuc-tiep-nhan-va-xu-ly-yeu-cau-ho-tro-71811?app=true&app=true