The notion of «citizens’ appeals», the types of appeals, the classification criteria are considered in this article. The author analyzes legal acts providing realization of citizens’ rights to appeals in Ukraine, their implementation by the highest authorities, in particular the example of sites the president, parliament and government. The attention of citizens of Ukraine to the institution of appeal increased in 2016 in connection with the introduction of electronic petitions. As a result, it is concluded that, the appeals of the citizens will be able to become an effective form of direct democracy only if the authorities will pay more attention to their content rather than the formal aspects.