How to participate in online complaint review — step-by-step guide 2025

The transition of public and private institutions into the digital space has become one of the key trends in modern society. The field of complaint review is no exception. Previously, the process of submitting and reviewing complaints was associated with personal visits to government agencies or courts, long waits in queues, and the necessity of paper documents. Now, these procedures are gradually acquiring a convenient online format. Public participation in the review of complaints via electronic services increases transparency, saves time, and makes the procedure more accessible to a wider range of people.

Below, we will examine exactly how one can participate in the complaint review process online — from submitting a request to taking part in a hearing remotely. We will also analyze the legal framework, technical tools, and practical aspects of this process.

Legal Framework for Online Complaint Review

Online participation in the review of complaints has a clear basis in Ukrainian legislation. The main documents in this field are:
The Law of Ukraine ‘On Citizens’ Appeals’, which defines the procedure for submitting individual and collective complaints, including in the form of electronic appeals.
The Law ‘On Administrative Services’, which provides for the possibility of interaction with state authorities in electronic form.
The Law ‘On Electronic Trust Services’ and ‘On Electronic Documents and Electronic Document Flow’, which regulate the use of electronic signatures and give legal force to electronic documents.
The Civil Procedure and Administrative Procedure Codes of Ukraine, which provide for the possibility of parties participating in a hearing via videoconference.
Subordinate acts, in particular orders of the Ministry of Justice and resolutions of the Cabinet of Ministers, which detail the procedure for the technical provision of online hearings.

Thus, the legal field has already been created and allows citizens to actively participate in hearings without the need for physical presence.

Stages of Participation in Online Complaint Review

Submitting a Complaint.  The first step is submitting a complaint or appeal. This can be done through:
The official website of the relevant government agency.
The Unified State Web Portal of Electronic Services ‘Diia’.
Specialized departmental portals (for example, the NACP has an online platform for submitting complaints about corruption violations).
The electronic submission form has both advantages (efficiency, no need to print documents) and requirements, in particular the need to use an electronic signature (QES).

Registration and Confirmation.  The system automatically registers the complaint, assigns it a unique number, and sends confirmation to the applicant’s email or user account. From this moment, the applicant can track the status of the complaint review.

Notification of Review.  When a complaint is reviewed at a meeting (for example, in a government body or a court), the applicant receives an invitation to join the review online. Such an invitation contains a link to the videoconference, as well as the date and time.

Technical Tools.  Ukraine has already developed a number of technical solutions to ensure remote participation in reviews:
EasyCon — an official judicial videoconferencing system used by courts for online hearings in compliance with procedural requirements.
Zoom, Microsoft Teams, Cisco Webex — may be used for hearings and meetings in various governmental bodies.
The ‘Diia’ portal — provides for the submission and tracking of complaints in a number of areas.
Departmental online services (such as the Taxpayer’s Cabinet) allow for submitting complaints regarding decisions of controlling authorities.

The user only needs a computer, tablet, or smartphone with a camera and microphone, and a stable internet connection. It is important to test equipment in advance to avoid technical problems during a hearing.

Practical Aspects of Participation.  Identification. In most cases, online participation requires identity verification using an electronic signature or BankID/Diia ID technology.
Submitting Evidence. Evidence can be uploaded to the electronic system as scans, electronic files, or video materials. The main requirement is that electronic documents comply with the law.
Real-Time Communication. During the hearing, a participant can state their position, ask questions, and provide explanations via videolink.
Record Keeping. The videoconference is recorded, and the final decision is issued in electronic form and sent to the applicant.

Benefits of Online Participation.  Time and travel cost savings.
The ability to participate in the process from anywhere in the world.
Reduction of bureaucratic barriers.
Transparency and control over the process due to videoconference recordings.
Accessibility for people with limited physical abilities or those abroad.

Challenges and Risks.  Although the online format offers obvious advantages, there are certain problematic issues:
Technical failures of platforms or poor internet quality may hinder the process.
Information security issues: the risk of unauthorized access to case materials.
The need for participant preparedness: not all citizens have adequate digital skills.
Online participation may not always provide a sufficient level of trust if parties are accustomed to in-person communication.

Prospects for Development.  The state is gradually expanding the possibilities for online participation in hearings. It is expected that:
The ‘Diia’ system will be further integrated with departmental portals.
Judicial videoconferencing will be improved with the use of artificial intelligence for protocol recording and analysis.
Mobile applications will be developed to allow quick complaint status tracking and hearing participation.
Digital literacy of the population will increase through educational programs.

Conclusion

Participation in online complaint review is a modern tool for protecting citizens’ rights, combining legal guarantees, technical possibilities, and the convenience of the digital environment. Proper organization of this process helps applicants defend their interests more effectively while state authorities ensure transparency and efficiency in decision-making. Despite technical and organizational challenges, the trend toward online complaint review is irreversible and will continue to strengthen.

Author — Maksym Bahniuk, Head of Tax and Customs Law Practice at the Law Firm “WINNER”.