The leadership of Hanoi's Public Administrative Service Center, along with relevant officials, visited the family of a 97-year-old woman to express their apologies regarding shortcomings in service delivery. On June 23, the center issued a statement addressing complaints from citizens about the handling of administrative procedures at the Ngoc Ha public service support point.

On June 22, the center received feedback via social media concerning the authentication of a power of attorney for pension collection on behalf of an elderly citizen, who is also a revolutionary contributor. Following this, the center's leadership directed an urgent review and verification of the incident, reaching out to the family to listen to their concerns, explain relevant legal regulations, and assist in completing the necessary administrative procedures.

Initial findings indicated that while the guidance provided was based on existing regulations, there were significant deficiencies in communication skills and interaction methods by the staff involved. This led to misunderstandings and dissatisfaction from the citizen and their family, prompting the complaints.

On the morning of June 23, the center's leadership, along with officials from Branch No. 3, visited the family to listen to their feedback, take responsibility for the service shortcomings, and offer apologies while facilitating the completion of the administrative procedure at their residence.

The Public Administrative Service Center emphasized its commitment to addressing citizen feedback seriously and is continuing to review the responsibilities of the involved individuals, promising to take appropriate actions as per regulations. Additionally, the center will enhance administrative discipline and improve the public service culture, particularly in interactions with elderly citizens and those in vulnerable situations.

Previously, a social media post circulated detailing the poor service attitude of a staff member at the Ngoc Ha public service support point. According to the shared content, on June 22, a man named V.H. visited the Ngoc Ha ward office to process a power of attorney for his mother, N.T.T.H., born in 1929, as the previous authorization had expired. V.H. explained that his mother, a revolutionary contributor, was too frail to visit the office in person. However, the staff insisted that the elderly woman must be present.

Despite V.H.'s explanation of his mother's condition, the staff member suggested a video call to verify the information after hours. During the call, the staff member's abrupt manner raised further concerns, leading V.H. to express his frustration on social media. By noon on June 23, V.H. reported that officials from the Public Administrative Service Center and Ngoc Ha ward had visited to resolve the issue and assist with the pension authorization for his mother.