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Manual On Good Administration Principles

the principle of curiosity as expected from the head of an institution and
that he did not abide by the principle of proportionality while using his/
her power to restore order in a meeting. Accordingly, it was decided that
the attitudes and behaviours in questions were contrary to the provision
stipulating that “public officials shall act respectfully towards seniors,
juniors, colleagues and other staff and those benefitting from services”
under Article 11 titled “Honesty and Impartiality” of the By-Law on Code
of Ethics for Public Servants and Application Procedures and Principles.

Recommendations to the Administration
Regarding the Principle

The administration should consider the following points regarding the
principle of courtesy:
➢ The administration must employ courteous, polite and sincere tone,
act decently and respond to the citizens always in service-friendly
manner and avoid discourteous, rude and disturbing discourses.
➢ While responding to the applications received in written, by phone
calls or via e-mail, the administration must adopt a helpful approach.
➢ The administration should help the citizens devotedly, and if
an application received out of the scope of the jurisdiction, the
applications should be promptly directed to whom it may concern; in
addition, a final and accurate information should be provided to the
applicants about the proceedings carried out without any delay.

➢ If an application is refused by the administration, the disposal in
question should be explained to the applicant in a respectful manner.

➢ If a mistake occurs because of the administration, the most expedient
measure should be taken to relieve the victimisation, and as required
by the principle of courtesy, public officials must apologise for it and
endeavour to correct negative effects resulting from the mistake
swiftly.

➢ While in communication with the citizens, public officials must show
empathy towards them, be kind and humble; while working towards
the identification and solution of any problem, public officials must
adopt the understanding that the State exists to serve the citizens and
make genuine efforts to understand the problems of the citizens and
find a solution therefor.

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