សេចក្ដីណែនាំ
ស្តីពី
បែបបទ នីតិវិធី នៃការទទួលពាក្យបណ្តឹង និងដោះស្រាយបណ្តឹង
សម្រាប់ភ្ញៀវទេសចរ និងអ្នកវិនិយោគិនបរទេសកត្តាសុខសន្តិភាព ការធ្វើសមាហរណកម្មកម្ពុជា ចូលក្នុងតំបន់ និងពិភពលោក ការដាក់ចេញនូវនយោបាយបើកចំហជើងមេឃ គួបផ្សំជាមួយនយោបាយទេសចរណ៍ជាតិ របស់រាជរដ្ឋាភិបាល ជាពិសេសការធានាសុវត្ថិភាពដល់ជនគ្រប់រូបដែលមានវត្តមាននៅកម្ពុជា បានធ្វើឱ្យព្រះរាជាណាចក្រកម្ពុជា មានភាពរីកចម្រើនយ៉ាងឆាប់រហ័ស និងបានក្លាយជាគោលដៅទេសចរណ៍ ដែលមានប្រិយភាពនៅក្នុងតំបន់ដោយបានធ្វើឱ្យភ្ញៀវទេសចរបរទេសមានកំណើនជាលំដាប់ជារៀងរាល់ឆ្នាំ ។
រយៈពេលកន្លងមក កងកម្លាំងនគរបាលជាតិបានខិតខំបំពេញតួនាទី ភារកិច្ចយ៉ាងសកម្ម និងទទួលលទ្ធផលយ៉ាងល្អប្រសើរក្នុងកិច្ចការពារសុវត្ថិភាពជូនភ្ញៀវទេសចរ និងអ្នកវិនិយោគិនបរទេស ដោយបានធ្វើឱ្យភ្ញៀវទេសចរជាច្រើនលើសលប់កោតសរសើរចំពោះការយកចិត្តទុកដាក់ទាំងនេះ ។ ប៉ុន្តែទោះជាយ៉ាងណាក្តីក៏មានភ្ញៀវទេសចរមួយចំនួនតូចបានទទួលរងគ្រោះដោយសារហេតុការណ៍ ឬឧប្បត្តិហេតុចៃដន្យផ្សេងៗ ដែលទាមទារឱ្យសមត្ថកិច្ចនគរបាលជាតិ ជួយដោះស្រាយ និងសង្គ្រោះបានទាន់ពេលវេលា ។ដូចនេះដើម្បីមានមូលដ្ឋានច្បាស់លាស់ក្នុងការកំណត់ហេតុការណ៍ ឬឧប្បត្តិហេតុទាំងនោះ អគ្គស្នងការដ្ឋាននគរបាលជាតិ បានដាក់ចេញនូវគំរូឯកភាពស្តីពីបែបបទ នីតិវិធី នៃការទទួលពាក្យបណ្ដឹង និងដោះស្រាយបណ្ដឹងសម្រាប់ភ្ញៀវទេសចរ និងអ្នកវិនិយោគិនបរទេស ដើម្បីណែនាំដល់គ្រប់អង្គភាពពាក់ព័ន្ធឱ្យចាត់ចែងអនុវត្តតាមគោលការណ៍កំណត់ដូចខាងក្រោម ៖
Kingdom of Cambodia
Nation Religion King
Ministry of Interior
General Commissioner of the National Police
No. 002 SCN
Instruction On
The Procedures for Receiving and Resolving Complaints for Tourists and Foreign Investors
The factors of peace and security, Cambodia’s integration into the region and the world, the introduction of an open-air policy, combined with the Royal Government’s national tourism policy, especially ensuring the safety of all people present in Cambodia, have made the Kingdom of Cambodia grow rapidly and become a popular tourist destination in the region, with a steady increase in foreign tourists every year.
In the past, the National Police Force has actively fulfilled its role and duties and achieved excellent results in protecting the safety of tourists and foreign investors, making many tourists appreciate this attention. However, there are also a small number of tourists who have been injured by various incidents or accidents that require the National Police to help solve and rescue them in a timely manner.
Therefore, in order to have a clear basis for determining such events or incidents, the National Police Commission has issued a unified model on the procedures for receiving and resolving complaints for tourists and foreign investors to guide all relevant organizations to follow the principles set out below:
I. Complaint reception work:
a. Tourists and foreign investors who wish to file a complaint with a competent institution must follow the following procedures:
- The complainant must write a complaint in person, handwritten or typed (Appendix 1, complete the standard form or write it) and submit it to the competent institution or organization.
The content of the complaint must clearly state:
+ The subject of the complaint
+ Date, month, year and time of the incident
+ Place of the incident
+ The story of the incident (details of the incident)
+ Name, position, address or contact details of perpetrator and involved parties
+ Accident, damage, loss
+ Complainant's request
+ Date of complaint
+ Fingerprint, name, identification, address or contact number of the complainant
- The complaint must be written in Khmer, English, French or any language, with a translation into Khmer or one of the two international languages above required.
- The complainant must submit the complaint directly to: the Tourism Police Department, Tourism Police Unit under the direct department, unit or Tourist Police Office under the Capital-Provincial Police Commissioner and the Police Inspectorate of the City, District, and Khan.
b. Departments, units, offices, and inspectorates that are responsible for receiving complaints as stated above, when foreign tourists file a complaint, must follow the following procedures:
- Receive complaints from tourists and foreign investors, review the contents of the complaint sufficiently according to the instructions; in case of any gaps, request the complainant to complete the complaint
- Stamp the unit's stamp on the upper left side of the complaint, recording the number and date of receipt of the complaint
- Write a receipt for receiving the complaint (according to the sample in Appendix 2).
The authority to issue a receipt for a complaint shall be determined:
+ At the Tourism Police Department by the head or deputy head of the procedure office
+ At the Tourism Police Department unit under the Tourism Police Department by the head or deputy head of the unit
+ At the tourist police unit or office under the capital-provincial police commissioner by the head or deputy head of the unit, the head or deputy head of the public office
+ At the police station of the city, district, or khan by y the Deputy Inspector General of Public Order
+ Make a copy of the complaint of the foreign tourist, by keeping original at the unit, and the copy giving to the complainant
+ Tear off the complaint receipt and attach the right side to the copy of the complaint to be given to the foreign tourist who is the complainant. The left side should be attached to the original of the complaint for storage at the department, office, unit or inspectorate.
II. Complaint Resolving Work
1. The Department of Tourism Police, Tourism Police Units under the direct Department, as well as the Office of Tourism Police Units subordinate to the Metropolitan-Provincial Police Department, Police Inspectorate of the city, district, or khan, which has rehabilitation as a police force, after receiving a complaint and issuing a receipt for the complaint, must proceed with the following complaint resolving procedures:
- Question the complainant to make a proper record of the complaint in accordance with Article 71, Article 72, Article 107 and Article 108 of the Criminal Procedure Code of the Kingdom of Cambodia (according to the model in Appendix 3).
- Go to the scene of the incident to open a preliminary investigation in cooperation with the local police, collecting information, evidence and witnesses who can show a clear and reasonable reason for the case that actually occurred.
- Send the receipt of the complaint and the record of the complaint of the foreign tourist directly or digitally, to the Tourism Police Department for further procedures.
2. Prosecutorial complaints and civil complaints (foreign tourists) The justice police units at all levels must pay attention to the investigation process, collect evidence, identify, arrest criminals, prepare cases for submission to court in accordance with the prescribed criminal procedure law.
III. Right to issue a complaint acknowledgement letter and a complaint rejection letter
- Commissioner General of the National Police grants the right to the Tourism Police Department to issue a letter of acknowledgement of the complaint and a letter of rejection of the complaint.
IV. Procedure for Foreign Tourists and Investors:
- The complainant can collect the complaint acknowledgement letter and the complaint rejection letter in person or digitally from the Tourism Police Department
- Issuance of a “complaint acknowledgement letter” about the incident that has affected the honor, dignity, and safety of tourists and foreign investors for the complainant to use according to the applicable conditions (according to the sample in Appendix 4).
- In cases of non-reality, a letter of rejection of the complaint shall be issued, allowing the complainant to appeal to the higher authority within 15 days after receiving the letter of rejection (according to the sample in Appendix 5).
The results of implementing the above principles must be provided step by step to the Tourism Police Department to inform the foreign tourist complainant about the actions of the Cambodian authorities at the address or contact number specified in the complaint.
The instruction on the Form and Procedure for Receiving and Resolving Complaints for Tourists and Foreign Investors, No. 005 SNN, issued on Friday 13 Rouch, month of Pisak, Year of Korl, EkKaSak B.E. 2563, 31st May, 2019 of Commissioner General of the National Police, has been repealed and replaced by this instruction.
Upon receipt of this instruction, the Central Department, relevant departments, units, and Commissariat of Municipal-provincial police must pay attention to publicizing and assigning effective implementation from the date of signing this document.
Tuesday 13 kert, Month of Phalkun, Year of Roung, Chorsak, B.E. 2568
Phnom Penh, 11th March, 2025
National Police Commissioner
Copied to: General Sor Thet
- Ministry of Interior leaders
- Municipal Provincial Governors
- " To be informed "
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