KARATEL reports in September 2017

All Ukrainian Complaint Service "KARATEL" has assessed an operation of state and private institutions based on the users’ evaluation for the fifth time in a row. The current rating includes 70 state bodies in a range from the Ministry of Economic Development and Trade to state district administrations in cities.

Karatel has received responses from the state bodies in 22 regions: Vinnytsia, Volyn, Dnipropetrovsk, Donetsk, Zhytomyr, Zaporizhzhia, Ivano-Frankivsk, Kirovohrad, Kyiv, Luhansk, Lviv, Mykolaiiv, Odesa, Poltava, Rivne, Ternopil, Kharkiv, Kherson, Khmennytskyi, Cherkasy, Chernivtsi, Chernihiv, and the City of Kyiv.

Kyiv and Kyiv region are the leaders of activity as 17 state bodies reacted to 125 applications in this location. The second place was awarded to Dnipro and Dnipropetrovsk region — 8 authorities responded to 51 appeals. Our last position in TOP-3 most active cities is completed by two cities at once, specifically Lviv and Zaporizhzhia. Although Lviv citizens have remained beyond competition since the previous ranking. 13 appeals were processed by 6-7 responding state bodies successfully in each of the cities.

Thus, this time Karatel users assessed the work of the following organizations:

• the Ministry of Economic Development and Trade of Ukraine;
• Ukravtodor;
• "Silpo" supermarkets;
• State Company "Administrations of River Ports";
• 8  regional state administrations;
• Main Department of Consumer Market Development and Consumer Rights Protection in Ivano-Frankivsk Region;
• 22 city and 4 region councils;
• Department of Preventive Activities of National Police in Kyiv;
• Municupal Corporation "Kyivavtordor";
• Solomianskyi Division of National Police in Kyiv;
• 25 district administrations in Kyiv, Dnipro, Lviv, Zaporizhzhia, Kharkiv, Mykolaiiv, Odesa.

Overall, in September Karatel processed 275 appeals. Only 17 responding authorities reached the 100 per cent score within 70 in a general list. There are 3 district administrations in Zaporizhzhia as well as Zaporizhzhia City Council, city councils in Lutsk, Chernivtsi, Lviv, Sloviansk, Kremenchuk, Department of Consumer Market Development and Consumer Rights Protection in Prykarpattia, Odesa and Kirovohrad regional administrations. The lowest results scoring from 25 per cent to 0 per cent scored the Ministry of Economic Development and Trade of Ukraine, "Silpo" supermarkets, state region administrations in Kyiv, Rivne and Luhansk regions and city councils in Kherson and Zhytomyr etc. Dnipro City Council became the leader in the number of processed appeals in September, although effectiveness of the processing reached almost 50  per cent. Among those who responded to a high number of claims, exactly beyond 15, the highest efficiency was provided by Kyivavtodor (15 appeals performed at 72 per cent) and Sviatoshynskyi District Administration in Kyiv (20-65 per cent). However, this result reflects a declining rate for the last authority comparing with the previous rating.

The inhabitants of all 10  districts of Kyiv send claims fairly actively. Accordingly, the replies are received from all district administrations. September is no exception. This time Podilskyi and Obolonskyi districts performed the best. Their rates increased sufficiently: Podilskyi District Administration changed 71 per cent score (12 claims processed) in August to 83  per cent (10  claims processed) in September, whereas Obolonskyi District Administration reached 81 per cent score (9  claims processed) vs. 65 per cent score (10  claims processed) in the previous month.

In August none of 10 district administrators in Kyiv fell lower than a 50 per cent score of a respond quality, meanwhile, in September, there are two authorities below the 50 per cent line — Dniprovskyi and Desnianskyi district administrations.

A significant difference of this rating from the previous ones is the adding of separate infographics, which represent cooperation with district state administrations of two more cities Lviv and Zaporizhzhia as well.

Activity of the users in Lviv is growing, so, in September, our appeals reached five out of six city’s district administrations. Galytskyi District Administration performed most effectively scoring 100 per cent. Frankivskyi District Administration worked quite efficiently as well, reaching 88 per cent score. The biggest number of appeals was received by Shevchenkivskyi District Administration, but within users’ evaluation, it has the lowest rate of 15  per cent effectiveness.

In Zaporizhzhia Karatel covered the territory of six out of seven administrative districts of the city. Three district administrations at once have 100 per cent rating here. However, the leader still remains Khortytskyi district having submitted each application successfully. The poorest result among the six administrations of Zaporizhzhia was gained by Kommunarskyi district since its workers managed to process the only application sent by 25 per cent, the quality of the answer is actually equivalent to zero.