(2) Help-seeking: that is, citizens' help in personal interests, practical difficulties, hot and difficult issues in social life, etc.
(3) Suggestions: citizens' suggestions on social management, urban management, urban planning, policies and regulations, and public services.
(4) Complaints: that is, citizens' complaints about administrative management, administrative law enforcement and violations of citizens' legitimate rights and interests.
Generally reflect people's livelihood issues, other reports will be accepted. Then it will be handed over to the relevant departments for handling, asking them to solve the problem and reply. Generally, calling the mayor's hotline will get a reply, and it will not sink into the sea. You can also go directly to the relevant departments to respond to the problem. The hotline 12345 implements the working mechanism of "external service No.1, centralized acceptance, classified disposal, unified coordination, linkage of all parties, and handling within a limited time". After the citizens call the "12345" hotline, the call is first answered by the call center hotline receptionist. After answering the calls of the masses, the hotline reception staff will directly answer the consulting questions that can be answered directly according to the information in the knowledge base, and hand over the consulting questions that cannot be answered directly, as well as help, complaints and suggestions, to the relevant localities and departments for handling in time.
The following matters do not fall within the scope of the hotline 12345:
(a) matters that do not belong to the administrative area of this Municipality;
(2) Emergency rescue projects such as 1 10, 1 19,120;
(3) Matters involving state secrets, commercial secrets and personal privacy;
(four) matters involving the functions of the National People's Congress, the Chinese People's Political Consultative Conference, the supervisory committee, the court, the procuratorate and the military;
(5) Matters that have entered litigation, arbitration, letters and visits and administrative reconsideration procedures;
(six) in violation of laws and regulations and social ethics, as well as malicious attacks, harassment or no substantive demands;
(seven) the claimant has no new circumstances and new reasons for the same matter that has been dealt with according to law or is being dealt with.
The first receiver shall be responsible for explaining and forwarding the matters reflected that are not within the acceptance scope of the hotline 12345, informing the contact information of the handling department and the forwarding destination.
legal ground
People's Republic of China (PRC) Urban and Rural Planning Law
Article 29 The construction and development of cities should give priority to the construction of infrastructure and public service facilities, properly handle the relationship between the development of new areas and the transformation of old areas, and give overall consideration to the living needs of migrant workers, the economic and social development of surrounding rural areas and the production and life of villagers. The construction and development of cities and towns should be combined with rural economic and social development and industrial restructuring, giving priority to the construction of infrastructure such as water supply, drainage, power supply, gas supply, roads, communications, radio and television, and public service facilities such as schools, health centers, cultural stations, kindergartens and welfare homes, so as to provide services to surrounding rural areas. The construction and development of townships and villages should adjust measures to local conditions, save land, give play to the role of villagers' autonomous organizations, guide villagers to carry out reasonable construction and improve rural production and living conditions.