Changes to the Procedure for considering appeals and organizing personal reception of citizens at the State Tax Service of Ukraine and its territorial bodies came into force from May 26, 2026. The corresponding Order of the Ministry of Finance of Ukraine № 214 as of 21.04.2026 improves mechanisms for working with citizens’ appeals and takes into account modern digital communication channels.
Among the key innovations is regulation of procedure for processing appeals received through the electronic interaction system of executive bodies and through the Electronic cabinet. Mechanism has also been defined for sending answers to citizens based on the results of considering their appeals through the Electronic cabinet.
The updated procedure provides that reception and registration of appeals submitted through the Electronic cabinet or the electronic interaction system of executive bodies will be carried out by the unit for work with citizens’ appeals.
Document also clarifies rules for determining submission date of electronic appeal. Date of its receipt to the email address or via the Electronic cabinet will be considered. If appeal is received during the non-working hours, weekend or holiday, submission date will be the next working day.
In addition, procedure for providing information on registering incoming correspondence on citizens’ appeals has been regulated. Such information will be available through the unit for work with citizens’ appeals, particularly by calling numbers listed on the State Tax Service’s web portal.
At the same time, employee has a right to terminate telephone communication if conversation uses insults, foul language or statements that contain calls to incite national, racial, or religious hatred.
The updates are aimed at improving communication quality with citizens, developing electronic interaction and improving service approach in the work of tax authorities.