CLIENT SERVICE CHARTER
of the Embassy of the Republic of Bulgaria in
the Republic of India, New Delhi
Contents
1.Objectives in the field of administrative services.
2. Administrative services conducted by the Embassy. Reception hours of the administrative service sections. Contacts (addresses, telephone and fax numbers, e-mails, information boards and WebPages).
3. Services which cannot be conducted by the Embassy.
4. Fees, time limits, and procedures.
5. Applications for access to public information.
1. Objectives in the field of administrative services:
1.1. Protection of the rights and interests of Bulgarian nationals, Bulgarian legal entities and persons of Bulgarian origin in India and in the other countries of accreditation - Bangladesh, Nepal, and Sri Lanka - pursuant to the Bulgarian legislation and the international treaties which are in force in the Republic of Bulgaria within the limits allowed by the international law and customs, as well as to the legislation of India and the other countries of accreditation.
- improving the administrative services of physical persons and legal entities and reassuring the users of administrative services that their legal rights and interests will be protected;
- rendering assistance to Bulgarian pursuant in trouble;
- helping Bulgarian nationals in India and in the other countries of accreditation, maintaining regular contacts with them and attracting them to take part in events organized by the Embassy on important occasions like the National Day of Bulgaria - 3 March, the Bulgarian Education and Culture, and Slavonic Literature Day - 24 May, etc.
- enhancing the effectiveness of administrative services (conduct services in a shorter time; optimize the expenses for administrative services, etc.);
- disseminating information on provisions of Bulgarian legislation and the legislation of India and the other countries of accreditation and providing assistance to the Ministry of Foreign Affairs, the Ministry of the Interior and other Bulgarian Ministries in preparing and maintaining information materials containing advice to Bulgarian nationals travelling to those countries and aiming at improving the legal awareness of Bulgarian nationals about the legal framework of the country in which they reside;
- limiting the direct contacts (with the aim of eliminating the possibility of corruption practices) between the clients and the officials in whose capacity is the decision making process regarding the requested service with the aim to guarantee the law observance of the decisions taken and to limit the possibility of corruption;
- reconstruction of the Consular Section according to Schengen Best Practices, including improving the conditions in the reception hall.
2. Types of administrative services and reception hours of the administrative service units:
Administrative service activities are carried out by all structural units of the Embassy within their competencies.
In pursuance of the Concept for Improving the Administrative Service adopted by the Council of Ministers and taking into account the specific character of its own activities the Embassy of Bulgaria in India:
- Adopted its own Standards of Administrative Service which allow every client to express his/her opinion, to make a suggestion or to file a complaint for their violation by Embassy officials;
- Introduced its own organization of administrative service though which the contacts of the clients with the structural units of the Embassy (except the Consular Section) are organized on the principle of "one counter", as follows:
-- The requests for services are assigned by the Ambassador to the competent structural units for execution or for reply.
-- The requests for access to public information are reviewed by the consul and are assigned to the competent structural units for execution or for reply.
-- The Head of Chancery carries out operational control and ensures keeping the time limits and the quality for the execution of administrative service and makes suggestions for improving the administrative service.
-- The complaints and signals, as well as the refusals to requests for access to public information are reported to the Ambassador. If necessary, the Ambassador assigns (additional) check up and/or refers to other state bodies.
-- Examining complaints regarding refusals to requests for access to public information or incorrect execution of a particular administrative service;
-- Examining signals for violations and/or corruption and conflict of interests in the work of the Embassy;
-- Examining applications of Bulgarian students for practice in the Embassy.
Telephones: +91 11 26115549; +91 11 26225551
E-mail: bulemb@bulgariaembindia.com
Fax: +91 11 26876190
Address: 16/17 Chandragupta Marg, Chanakyapuri, New Delhi-110021
Signals for emergency situations (natural disasters, terrorist attacks, etc.), road accidents, etc. in which the life and health of Bulgarian nationals are or might be threatened, can be given 24 hours at Tel. +91 11 26115549 and +91 11 2611551. The signals are registered and reported immediately to the Ambassador, to the Head of Chancery, to the communication section officers and to other competent officials in the Embassy.
2.1. Financial and Administrative Section:
Main activities of the Head of the Financial and Administrative Section in the work with clients:
- Making payments to Bulgarian citizens in trouble provided their relatives in Bulgaria have deposited the respective amount of money in the MFA (2, "Alexander Zhendov" Street, Sofia-1040; Tel.: +359 2 948 29 99);
- Issues standard receipts for cash payments of overhead expenses and rentals on the basis of rent contracts or when providing short-term accommodation of persons in the hotel part of the Embassy compound;
- Issues certificates for received checks for payments of overhead expenses/rentals.
Contacts and getting information (when a written request is submitted in advance):
Tel: +91 11 26115549; +91 11 26225551
E-mail: bulemb@bulgariaembindia.com
Fax: +91 11 26876190
Written request for a meeting to discuss a topic announced in advance via e-mail: bulemb@bulgariaembindia.com, fax: +91 11 26876190, postal address: 16/17 Chandragupta Marg, Chanakyapuri, New Delhi-110021
Address for visitors: 16/17 Chandragupta Marg, Chanakyapuri, New Delhi 110021
2.2. Culture, Education and Science Attaché.
Main activities of the culture, education and science attaché in the work with clients:
- rendering assistance of Bulgarian representatives of culture, education and science visiting India to take part in various events;
- providing assistance in organizing and functioning of the bilateral mechanisms between Bulgaria and India in the field of science and technology and information technologies;
- providing consultation and assisting Bulgarian students, scholarship students and trainees in India;
- providing consultation of Bulgarian physical persons and legal entities on the possibilities of Bulgarian nationals to study in Indian education institutions, be granted scholarships, etc.;
- providing information to Indian nationals regarding the possibilities of education in Bulgaria.
Contacts and getting information (when a written request is submitted in advance):
Tel: +91 11 26115549; +91 11 26225551
E-mail: bulemb@bulgariaembindia.com
Fax: +91 11 26876190
Written request for a meeting to discuss a topic announced in advance via e-mail: bulemb@bulgariaembindia.com, fax: +91 11 26876190, postal address: 16/17 Chandragupta Marg, Chanakyapuri, New Delhi-110021
Address for visitors: 16/17 Chandragupta Marg, Chanakyapuri, New Delhi 110021
2.3. Press Attaché.
Main activities of the press attaché in the work with clients:
- consulting and providing assistance to correspondents of the Bulgarian mass media visiting India to cover official visits and other official events;
- activity connected with accreditation of Bulgarian journalists to cover official visits and other official events in India;
- providing information to physical persons and legal entities and to the mass media at the occurrence of emergency situations (natural disasters, terrorist attacks, etc.).
Contacts and getting information (when a written request is submitted in advance):
Tel: +91 11 26115549; +91 11 26225551
E-mail: bulemb@bulgariaembindia.com
Fax: +91 11 26876190
Written request for a meeting to discuss a topic announced in advance via e-mail: bulemb@bulgariaembindia.com, fax: +91 11 26876190, postal address: 16/17 Chandragupta Marg, Chanakyapuri, New Delhi-110021
Address for visitors: 16/17 Chandragupta Marg, Chanakyapuri, New Delhi 110021
2.4. Protocol Section.
Main activities of the Protocol Section in the work with clients:
- consulting and providing assistance to physical persons and legal entities in India, Bangladesh, Nepal and Sri Lanka regarding providing humanitarian assistance.
Contacts and getting information (when a written request is submitted in advance):
Tel: +91 11 26115549; +91 11 26225551
E-mail: bulemb@bulgariaembindia.com
Fax: +91 11 26876190
Written request for a meeting to discuss a topic announced in advance via e-mail: bulemb@bulgariaembindia.com, fax: +91 11 26876190, postal address: 16/17 Chandragupta Marg, Chanakyapuri, New Delhi-110021
Address for visitors: 16/17 Chandragupta Marg, Chanakyapuri, New Delhi 110021
2.5. Head of Chancery.
Address for visitors: 16/17 Chandragupta Marg, Chanakyapuri, New Delhi 110021
Reception hours: from 09.00 h. to 12.00 h., from Monday to Thursday
When there is an objective possibility upon confirmation by the Head of Chancery and observing the normative provisions appointments may be given outside the reception hours.
Contacts and getting information (when a written request is submitted in advance):
Tel: +91 11 26115549; +91 11 26225551; +91 11 24121054
E-mail: bulemb@bulgariaembindia.com; bgconsuldelhi@yahoo.com
Fax: +91 11 26876190
Written request for a meeting to discuss a topic announced in advance via e-mail: bulemb@bulgariaembindia.com, bgconsuldelhi@yahoo.com, fax: +91 11 26876190, postal address: 16/17 Chandragupta Marg, Chanakyapuri, New Delhi-110021
Information on the WebPages of the Embassy regarding the consular services provided to Bulgarian and foreign nationals, including the regulations for submission of applications for Bulgarian visas of foreign nationals: www.bulgariaembindia.com, www.mfa.government.bg
Information on the information boards in the reception area of the Consular Section.
Taking an appointment with the Head of Chancery (after confirmation by the Head of Chancery) to discuss a topic announced in advance via:
- the telephone operator (24 hour duty at Tel.: +91 11 26115549 и +91 11 26115551);
- the telephone of the Consular Section (within the reception hours at Tel.: +91 11 24121054);
- e-mail of the Head of the Consular Office: bgconsuldelhi@yahoo.com;
- the fax of the Embassy: +91 11 26876190.
Main activities of the Head of Chancery in the work with clients:
- protection of the rights and interests of the Bulgarian nationals, Bulgarian legal entities and persons of Bulgarian origin in India and the countries of accreditation - Bangladesh, Nepal and Sri Lanka - pursuant to Bulgarian legislation and the international treaties which are in force in the Republic of Bulgaria and within the framework of international law and customs, as well as in accordance with the legislation of India and the other countries of accreditation;
- helping Bulgarian nationals in India and in the other countries of accreditation, maintaining regular contacts with them and attracting them to take part in events organized by the Embassy on important occasions, such as - the National Day of Bulgaria - 3 March, the Bulgarian Education and Culture, and Slavonic Literature Day - 24 May, etc.
- consulting physical persons and legal entities on complicated consular issues or issues of significant public interest or Bulgarian nationals in trouble;
- consulting Bulgarian physical persons and legal entities about the representation of their interests in investigating and legal proceedings when restrictions to enter the territory of India, Bangladesh, Nepal and Sri Lanka are imposed, when investigating heritage issues on the territory of the countries of accreditation;
- accepting, processing and sending to the competent Bulgarian authorities applications for issuing Bulgarian identity documents (passports, ID cards and driving licenses);
- accepting and processing declarations for invalidation of Bulgarian identity documents; accepting of invalidated Bulgarian identity documents; sending immediate notice to the competent Bulgarian institutions for that;
- accepting and processing of applications for issuing temporary passports to return to Bulgaria of Bulgarian nationals with lost or stolen documents and of applications to return to Bulgaria of foreign nationals; issuing of substitution travel documents after obtaining the respective permission;
- drawing up statements for administrative violations in accordance with Bulgarian Identity Documents Act;
- drawing up certificates and other administrative documents within their competences;
- accepting and processing applications for determining Bulgarian citizenship and PIN, for registering PIN in National Population Date Base and for changing citizen's permanent or present address in the Republic of Bulgaria;
- accepting and processing applications for adopting or restoring Bulgarian citizenship or for withdrawing Bulgarian citizenship;
- accepting and processing reports on civic status and documents for performing marriage ceremony at the Embassy;
- translating and legalizing translator's signature of civic status documents and legalizing translator's signature on other papers in accordance with the competences given;
- notary authorizations of signatures and of duplicates/copies;
- accepting and processing applications for issuing Bulgarian visas;
- providing information about the regulations of issuing Bulgarian visas;
- accepting and processing requests for providing assistance to Bulgarian and foreign nationals in trouble on the territory of India, Bangladesh, Nepal and Sri Lanka;
- protection of the interests of Bulgarian physical persons and legal entities in emergency situations (natural disasters, terrorist attacks, etc.) and the rights of Bulgarian nationals who are victims of human trafficking, sexual abuse or other type of exploitation;
- providing information on Bulgarian nationals arrested or imprisoned on the territory of the countries of accreditation;
- representing the interests of minors and juveniles and of persons with limited abilities or incapacitated within the framework of the international customs and the legislation of India, Bangladesh, Nepal and Sri Lanka;
- searching of Bulgarian citizens or persons of Bulgarian origin on the territory of India, Bangladesh, Nepal and Sri Lanka at the request of Bulgarian physical persons and legal entities when there is legal interest and within the framework of the international customs and the legislation of those countries;
- providing assistance within the framework of the international customs and the legislation of the host country to the members of ship crews, sailing under the Bulgarian flag, and to aircraft, registered in the Republic of Bulgaria, if necessary preparing ship papers and settling disputes between the captain, commanders, sailors and passengers as far as this is provided by the legislation of the Republic of Bulgaria;
- providing information about Bulgarian nationals who are in trouble, have been arrested or have died on the territory of India, Bangladesh, Nepal and Sri Lanka;
- providing information on the procedures and the necessary documents and rendering assistance to repatriate to Bulgaria or to hold a funeral in the countries of accreditation in the cases of death of Bulgarian nationals;
- in case of arrest - providing information and assistance to the relatives of the detained person to visit him in prison; efforts to guarantee the same treatment of the detained Bulgarian national as the one of the nationals of the host countries;
- providing the most recent information when travelling to and from the countries of accreditation;
- accepting requirements for access to public information and providing information related to Bulgarian identity documents (Passport, ID Card, Driving License) and to the possibilities of restoring or acquiring Bulgarian citizenship, to civic status, to issues of citizenship. apostilles, legalization, translation of documents, and legalizing translator's signatures and other notary services according to the competences.
2.6. Commercial and Economic Section.
Main activities of the Commercial and Economic Section related to the work with clients:
- Consulting and assisting the activity of Bulgarian and Indian companies in the field of commerce, science and technology etc. with the aim of developing the bilateral trade and economic relations;
- Providing assistance for establishing direct business contacts between Bulgarian and Indian companies;
- Providing assistance to Indian companies for implementing investment projects in Bulgaria;
- Promoting Bulgarian companies in India through organizing bilateral business forums;
- Consulting Indian physical persons and legal entities on the procedures of acquiring and exercising the right of ownership on real estate property on the territory of Bulgaria by foreign nationals;
- Holding daily meetings with Indian businessmen and representatives of Indian state institutions aimed at enhancing the bilateral trade and economic relations, organizing of official business meetings of Bulgarian and Indian businessman to each of the countries, etc.
With the aim of developing the bilateral trade and economic relations the Trade and Commercial Section of the Embassy provides the following services free of charge:
Information on business enquiries on
Tel./Fax: +91 11 26871677
E-mail: bulemb@bulgariaembindia.com
Webpage: www.bulgariaembindia.com
3. What cannot be done by the Embassy:
- to provide travel and hotel reservations;
- to accommodate you in the Embassy compound;
- to take in safe-keeping or as a guarantee personal/official belongings, documents (except safe-keeping of a will), luggage, etc.
- to pay hotel, medical and other bills, including transport expenses, charges for luggage transportation to Bulgaria, etc.
- to exempt you from taxes, fines, etc. pursuant to the legislation of Bulgaria or of India, Bangladesh, Nepal and Sri Lanka;
- to provide you with financial means for travelling;
- to cover expenses related to legal services;
- to represent you at the court or to give legal advice;
- to release you from detention or prison or to secure special treatment for you;
- to investigate crimes;
- to trace persons, inheritance and objects in cases when you have not proved with the necessary documents legal interest or if this is not allowed by the legislation of the host country;
- to provide a translator, telephone, fax and Internet services;
- to pay pensions or to arrange for payments of social security, medical insurances, insurance policies, etc.;
- to provide work or work permit for India, Bangladesh, Nepal and Sri Lanka;
- to provide visas and residence permits for other countries;
4. Fees, Time Limits and Procedures.
Administrative services are provided under the strict observance of the principles of the rule of law and efficiency and the requirements for qualitative and convenient administrative service to physical persons and legal entities upon observing the requirements for security of the diplomatic and consular representations.
4.1. Fees for the administrative services:
Administrative services provided by the Embassy are free of charge except the fees for consular services.
The fees for consular services are paid on the grounds of the provisions of Tariff No 3 for the fees collected for consular services within the system of the MFA according to the State Taxes Act, as well as in accordance with the amounts specified in Tariff No 1, Tariff No 4 and Tariff No 5 for the taxes which are collected by the courts, the Prosecutor's Office, investigating authorities and the Ministry of Justice, in the system of the Ministry of the Interior and the Ministry of Transportation according to the State Taxes Act.
4.2. Time limits within which the administrative services, replies to complaints, etc. are provided:
a) The Embassy provides administrative services (except for consular services) within the following time limits:
- 7-day period - for a reply to written applications for services;
- 30-day period - if the service requires additional information, check-ups, collecting data or investigation;
- another larger period - if according to special legal acts verification is required to be done by the authorities of Bulgaria and/or of India, Bangladesh, Nepal, Sri Lanka or of another country.
б) The Embassy provides consular services (except visa services) within the following time limits:
- up to 3 working days, including the date of the submission of the application - the fee is for an ordinary service;
- up to 8 working hours from the moment of submission of the application and payment of a fee for urgent service (50% increase according to Tariff No 3), if this does not contradict the provisions of a special law or normative act;
- up to 4 working hours from the moment of submission of the application and payment of a fee for express service (100% increase according to Tariff No 3) when administrative capacity is available and if this does not contradict the provisions of a special law or normative act;
- another larger period - if according to special legal acts verification is required to be done by the authorities of Bulgaria and/or of India, Bangladesh, Nepal, Sri Lanka or of another country.
в) The Embassy provides visa services within the following time limits:
- 7 working days after the date of submission of the application for visa - only for a short-term stay (single entry, multiple entry and transit) at the payment of a fee for a regular service;
- 3 working days after the date of submission of the application for visa - only for a short-term stay (single entry, multiple entry and transit) at the payment of a fee for urgent service;
- 30 calendar days after the date of submission of the application for visa - only for long-term stay visas;
г) The Embassy provides reply to complaints an check-ups within the following time limits:
- 7-day period - reply to complaints and signals of physical persons and legal entities;
- another larger period - if the check-up and the circumstances related to it require additional verification by other authorities of Bulgaria and/or of India, Bangladesh, Nepal, Sri Lanka or of another country.
4.3. Consultations related to providing administrative services.
On the basis of a written or oral request to the Embassy the following services can be provided:
- personal consultation;
- written consultation through fax, e-mail or through the post;
- consultation on the phone (direct, within the working hours of the Embassy or on a fixed date and time in the cases when a specific topic has been given in advance and a confirmation has been obtained for the appointment).
4.4. Procedures for requests for administrative services and for submission of complaints and signals.
a) Registration.
Your written requests for services (standard form application or in free form, if it is legally acceptable), complaints or signals (except anonymous signals) are registered and after that are assigned to the competent officials of the Embassy;
б) Reply.
You will receive a reply to your request for service or information about the results of the check-up done in response to your complaint within the above mentioned time limits.
The Embassy forwards the submitted requests, complaints and signals which are beyond its competency to the competent authorities (about which you are informed in writing) or in cases when they concern other countries' authorities it returns them to the sender.
Any complaints related to refusal of administrative service or to incorrect services, as well as signals for violations and/or corruption in the Embassy should be submitted in writing to:
The Ambassador of the Republic of Bulgaria to India:
Address: 16/17 Chandragupta Marg, Chanakyapuri, New Delhi-110021
Fax: +91 11 26876190
E-mail: bulemb@bulgariaembindia.com
Users of administrative services provided by the Embassy can make suggestions aimed at improving the service by completing a questionnaire or in any other written form. A standard form of the questionnaire is published on the WebPages of the Embassy and can be obtained free of charge at the reception of the Embassy and the reception room of the Consular Section.
The completed questionnaires or other suggestions are put in boxes placed in the reception of the Embassy and in the reception room of the Consular Section.
Your suggestions related to the administrative service in the Embassy are summarized by the Head of Chancery and are reported to the Ambassador.
5. Application for access to public information.
Public information is any kind of information connected with the public life in the Republic of Bulgaria which allows the citizens to form their own opinion about the activities of the administration.
The access to public information is provided on the basis of a written application to the Head of Chancery.
The application for access to public information should include:
1. Full name and designation of the applicant;
2. Description of the required information;
3. The preferred form of providing the required information;
4. Address for correspondence with the applicant.
Applications which do not include the above information will not be considered.
Generally the application is considered within 14-day period. In some cases under Article 30 and Article 31 of the Access to Public Information Act this period can be extended. After expiration of the period the Embassy is obliged to inform you in writing for its decision regarding the application.
Ways to provide access to public information:
1. Review of the information;
2. Verbal information;
3. Providing a hard copy;
4. Providing an electronic copy.
Refusal of access to public information.
Access to public information is denied if:
- the required information is classified according to the Protection of Classified Information Act and concerns issues of the national security of the Republic of Bulgaria and its foreign policy, as well as the relations with another country.
- the required information is connected with the preparation of internal acts of the Embassy and does not have independent meaning;
- the required information concerns the interests of a third person and he/she has not given permission for its announcement;
- during the last 6 months prior to your request access to the same information was provided to you.
The decision for providing access to public information or for refusal can be appealed under the Administrative Proceedings Act or the Supreme Administrative Court Act before district courts or before the Supreme Administrative Court depending on the authority that has issued the act.
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