Article 10. Customer-focused approach On the Civil Service of the Republic of Kazakhstan

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1. A customer-focused approach shall incorporate a set of requirements governing the organisation of activities and the conduct of civil servants in the performance of their duties, aimed at creating the conditions required for efficient interaction with natural persons and/or legal entities, whilst observing their rights, freedoms and legitimate interests.

2. A civil servant must review appeals from natural persons and/or legal entities within the time limits laid down by the legislation of the Republic of Kazakhstan and submit complete and comprehensive replies to them within the scope of their official powers.

3. A civil servant must take steps to organise the activities of a public body with a view to ensuring the realisation of the rights, freedoms and legitimate interests of natural and/or legal persons, including:

1) without a request from them, where the point at which their rights arise can be established and with their consent;

2) based on a single request, where it is possible to ensure the simultaneous exercise of several interrelated rights of natural persons and/or legal entities;

3) regardless of the place of residence of natural persons or the registered office of legal entities, unless otherwise specified by the laws of the Republic of Kazakhstan;

4) preventing refusal to examine an application on procedural grounds by allowing the applicant to rectify any errors, inaccuracies or inconsistencies in the application and accompanying documents, and to submit any missing documents or documents that have expired, provided that their submission is required by a regulatory legal act of the Republic of Kazakhstan.

4. With a view to improving the efficiency of interactions with natural persons and legal entities, a civil servant shall take measures to continuously improve the work of the public authority, including:

1) making proposals for the optimisation and automation of public services, including reducing the timeframes and number of stages involved in their delivery, and the volume of documents required;

2) identifying and eliminating the causes and conditions that contribute to bureaucracy and paperwork, including administrative, digital and legal barriers, as well as excessive and duplicative requirements that hinder the efficient performance of public functions and/or the exercise of the rights, freedoms and legitimate interests of natural persons and/or legal entities.

5. A civil servant’s customer-focused approach shall be reflected in the performance of their official duties, including when rendering public services, drafting regulatory legal acts of the Republic of Kazakhstan, establishing and developing digital systems, and in other cases as established by the laws of the Republic of Kazakhstan.

When interacting with natural persons and/or legal entities within the scope of their official duties, civil servants shall demonstrate a customer-focused approach consistent with the Code of Ethics for Civil Servants of the Republic of Kazakhstan.

Law of the Republic of Kazakhstan № 290-VIII ZRK of 19 May 2026

President

Republic of Kazakhstan

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-Became invalid due to the adoption of the new Law of the Republic of Kazakhstan dated May 19, 2026 No. 290-VIII SAM. About the Civil Service of the Republic of Kazakhstan

Article 10. The main duties of civil servants The Law on the Civil Service of the Republic of Kazakhstan

Civil servants are required to:

1) comply with the Constitution and legislation of the Republic of Kazakhstan;

2) take the oath of office of a civil servant in accordance with the procedure approved by the President of the Republic of Kazakhstan;

3) ensure the observance and protection of the rights, freedoms and legitimate interests of citizens and legal entities, consider their appeals in the manner and within the time limits established by the legislation of the Republic of Kazakhstan and take the necessary measures on them;

4) perform functions in accordance with their official powers;

5) when exercising their official powers, be impartial and independent from the activities of political parties, public and religious associations;

6) observe official discipline;

7) comply with the restrictions established by the laws of the Republic of Kazakhstan;

8) observe professional ethics;

9) to carry out orders and orders of managers, decisions and instructions of higher authorities and officials issued within their official powers;

10) to keep state secrets and other legally protected secrets, including after termination of public service, for the time prescribed by law, which is subject to a subscription.;

11) not to disclose information received during the performance of official duties affecting the personal life, honor and dignity of citizens, and not to require them to provide such information, except in cases provided for by the laws of the Republic of Kazakhstan;

12) to ensure the safety of state property, to use the entrusted state property only for official purposes;

13) immediately inform the higher-level head and (or) the management of the state body in which they work, and (or) authorized state bodies about cases of corruption offenses that have become known to them.;

13-1) to prevent corruption offenses on the part of subordinate civil servants;

14) to improve their professional level and qualifications for the effective performance of official duties;

15) complete training within the framework of the state order for postgraduate education programs in the direction of a state body, including obtaining a degree in the relevant postgraduate education program, and work immediately after completing training in public service in accordance with the procedure and deadlines determined by the Government of the Republic of Kazakhstan. Failure to fulfill these obligations entails a person's reimbursement to the State of the budgetary funds allocated for his/her education and the costs associated with it.

The obligations of civil servants provided for in this subparagraph shall be terminated prematurely without reimbursement of budgetary funds in cases determined by the Government of the Republic of Kazakhstan in coordination with the Administration of the President of the Republic of Kazakhstan.;

16) to ensure cybersecurity in the process of working with digital resources of a government agency in accordance with the legislation of the Republic of Kazakhstan.

Other duties of civil servants may be established by the laws of the Republic of Kazakhstan and acts of the President of the Republic of Kazakhstan.

The Law of the Republic of Kazakhstan dated November 23, 2015 No. 416-V SAM.

President

Republic of Kazakhstan