According to Article 20 of the Administrative Procedure Code, receiving appeals from citizens is carried out as follows.

1. The administrative body and official shall:

1) accept and register petitions, assist in drafting them and their attached documents, and provide the opportunity to eliminate formal errors and supplement the attached documents;

2) explain to a participant in an administrative procedure their rights and obligations regarding issues related to the execution of the administrative procedure;

3) request and receive, in accordance with the procedure established by the legislation of the Republic of Kazakhstan, the information necessary for executing the administrative procedure;

4) notify a participant in an administrative procedure in advance of the place and time of a hearing being conducted;

5) hear a participant in an administrative procedure prior to making a decision on the administrative procedure, except for cases provided for by this Code;

6) bring an administrative act to the attention of a participant in an administrative procedure or their representatives in accordance with the procedure established by this Code;

7) deny the rights of a participant in an administrative procedure in cases and on the grounds established by this Code;

8) provide assistance to administrative bodies and officials in cases provided for by this Code within their competence;

9) exercise other powers provided for by the legislation of the Republic of Kazakhstan.

2. A state body, a local self-government body, and legal entities with one-hundred-percent state participation are obligated to provide state legal statistical information on the number of received and reviewed appeals, messages, responses, proposals, and requests, as well as the results of their consideration, within the timeframes and scope established by the state body exercising statistical activities in the field of legal statistics and special records within its competence.

The time limit for filing a complaint

Based on Article 92 of the APC, a complaint against an administrative act or administrative action (inaction) shall be submitted to the administrative body or official no later than three months from the day when a participant in the administrative procedure became aware of the adoption of the administrative act or the commission of the administrative action (inaction).

1-1. If the administrative act or its annex does not provide for possible legal means of appealing the administrative act, specified in the fifth part of article 80 of the present Code, a complaint against such an administrative act may be filed no later than six months from the date when the participant in the administrative procedure has been informed on the adoption of the administrative act.

2. If the time limit established by parts one and 1-1 of this article laid down is exceeded for valid reasons, the deadline may be reinstated upon the petition of a participant in the administrative procedure by the body reviewing the complaint, unless otherwise provided by the laws of the Republic of Kazakhstan.

For the purpose of reinstating a missed deadline for submitting a complaint by the body reviewing the complaint, illness, force majeure circumstances, and other reasons depriving a person of the opportunity to submit a complaint are recognized as valid reasons.

A missed deadline for an appeal is not a ground for refusal to accept the complaint by the body reviewing the complaint. The reasons for missing the deadline shall be clarified upon consideration of a complaint in essence and may be one of the grounds for refusal in satisfaction of the complaint.

According to the Article 99 of the APC The time period for consideration a complaint is twenty working days from the date of registration of the complaint, unless otherwise provided by the laws of the Republic of Kazakhstan.

Extension of the period for consideration a complaint is not permitted, with the exception of cases established by the laws of the Republic of Kazakhstan.

Source : https://www.gov.kz/memleket/entities/kgd-vko/press/news/details/1288048?lang=ru