You always have the right to information when applying for support or services from a local government on who is handling your application and the status of your application.

When reviewing the application, you may find that additional documents are needed to make a decision. In this case, the local government must notify and justify the basis for which it seeks to obtain further information, and set a deadline for the submission of additional documents. The local government may reject the application if no additional documents are submitted within the required deadline.

You have the right to receive an official response regarding the decision made to your application. The decision must be in writing, and it can be either on paper or electronic. The decision must state who made it, the information on which it was based, and a reference to the legal act on which it is based.

As a rule, a decision on whether or not to grant assistance must be made within ten working days of a valid request being submitted. Sometimes, a decision can also mean being put on the waiting list for a service rather than being referred to a service. Also, for some services and benefits, the law provides different deadlines for making decisions.

The decision must specify the time limit, the duration for which the benefit is payable, or until when the referral is valid or the service is provided. The referral decision will usually also set out the arrangements for funding the service. Some services are fully funded by the local government, while in other cases, a family contribution may be necessary.

The decision must also state information on the possibilities, place, time limit, and procedure of appeal.

If you disagree with the decision, you have 30 days to lodge a complaint with the local government. The complaint can be lodged orally or in writing and can be submitted in a free format.

The complaint must state following:

• to whom the complaint has been submitted (name of the local government),
• who is submitting the complaint (your name and contact details),
• a description of the decision or act which is contested,
• the reasons why you disagree with the decision or action taken by the local government,
• a clearly expressed request for what you want the local government to change in its decision or action.

In addition to lodging a complaint, you can also appeal to an administrative court.

If you do not wish to contest the decision but you believe that the assistance provided is unsatisfactory or does not meet your expectations, you have the right to notify the service provider or the local government. There is no time limit for expressing dissatisfaction with the quality of assistance; you can make your observation or complaint as soon as you notice any shortcomings.

Social Welfare Act
Administrative Procedure Act