[September 27, 2006] Source: pinghu city Bureau of Justice Author: Anonymous font: large, medium and small double-click scrolling screen.
I. Overview of "12348" Legal Service Command Center
12348 is the abbreviation of legal service telephone. Opening the "12348" legal service telephone is a new thing created by the judicial administrative department to meet the requirements of the development of the times, and an important measure to implement the spirit of the 16th Party Congress and the basic strategy of governing the country according to law. The special line "12348" was opened, which closely integrated the work of lawyers, notaries, grassroots legal services, people's mediation, resettlement education, and law popularization, and formed a supporting linkage service mechanism.
Two, "12348" legal service command center organization.
12348 provides legal advice to citizens, legal persons and other organizations. If you need to ask legal questions within the functions of the following units, you can directly call the following related linkage units for consultation:
City Bureau 12348 Command Center: 12348, 527 1 148.
Danghu 12348 Law Service Office: 5 127 148.
Caoqiao 12348 Law Service Office: 5968 148
Zhong Dai 12348 Law Service Office: 5079637
Xincang 12348 Law Service Office: 5704 148
New Generation 12348 Law Service Office: 5646 148
Chen Guang 12348 Law Service Office: 5789 148
Dai Lin 12348 Law Service Office: 5925 148.
Huanggu 12348 Law Service Office: 5853 148
Quantang 12348 Law Service Office: 5804 148
Zapu 12348 Law Service Office: 5525 148
Three. "12348" Responsibilities of the Legal Service Command Center
"12348" legal service telephone work responsibilities, mainly to answer legal advice and popularize legal knowledge; Implement internal linkage and do a good job in door-to-door service; Communicate external information and do a good job of case diversion; Strengthen regional cooperation and do a good job in joint defense and cooperation; Do a quick response to prevent disputes from intensifying; Abide by relevant regulations and provide legal aid; Master social conditions and public opinion and be a good party and government worker; Accept social supervision and strengthen team building.
Four, "12348" legal service command center work system
(1) Answer registration system.
"12348" personnel on duty carefully received and recorded in detail the incoming calls, letters, names, contact addresses, telephone numbers, consultation contents and answers. If you can't reply immediately, you should make suggestions and hand over the reception records to a special person for summary and custody before work every afternoon.
(2) Diversion tracking and return visit system.
"12348" staff members' demand for legal services of clients should be transferred to relevant functional departments for diversion according to the following circumstances. 1, involving civil dispute mediation, shall be handled by the mediation organization in the place where the dispute occurs; 2, involving the release of prisoners to return to China, handed over to the duplex returning personnel assistance and education management section; 3. Legal publicity matters involving the transfer of legal publicity and education departments; 4. Notarization matters involving the transfer of the notary office; 5, involving litigation by legal service agencies, in line with the conditions of legal aid by the municipal legal aid center; 6, involving other counties (cities), through the Jiaxing Municipal Bureau Command Center 12348.
The personnel on duty in each township 12348 shall report to the Municipal Bureau 12348 Command Center in case of item 6; Other cases are handled separately.
12348 The staff members follow up the service of transferring matters according to the principle of "whoever takes the responsibility", urge the relevant functional departments to complete the handling of matters, register the feedback information of handling results in time, pay a return visit to the diversion cases from time to time, and master the handling of cases.
(3) Horizontal transmission system
If the needs of the parties are not within the scope of the judicial administrative system, the situation will be transmitted to the relevant departments in the form of letters. If the letter is inconvenient, you can make up a "situation report" to explain it. In case of horizontal communication, the personnel on duty in the township "12348" can immediately deal with the horizontal communication, and report to the command center of the municipal bureau "12348" in time if there is any difficulty in communication.
(d) Discussion system of difficult issues
The staff of "12348" put forward the difficult questions, and the person in charge presided over the collective discussion, and professionals from relevant departments could be invited to participate if necessary.
V. Service Standards and Objectives of "12348" Legal Service Command Center
The service standard should be "civilized, high quality and efficient";
(1) Civilized service: answer the phone or receive visitors in a civilized language, answer legal advice enthusiastically and regularly, ask questions patiently and meticulously, handle cases and disputes on the spot, and provide on-site service in a civilized language and behavior.
(2) Quality service: Answering legal advice should be complete and accurate, providing on-site service to parties who have difficulties in action, providing legal aid to those who belong to legal aid, handling cases on the spot, properly mediating disputes, answering questions for the masses in a down-to-earth manner, and solving problems for party and government leaders.
(3) Time-limited service: the waiter must start normal operation within the Fifth Ring Road; Simple legal advice must be answered immediately. If complicated legal consultation can't be answered for a while, you should consult relevant professionals in time and call back quickly. If the case is diverted, it should be diverted quickly after receiving the call.
Through standardized service, "12348" legal service has become a "publicity station" for popularizing legal knowledge; A "barometer" reflecting social conditions and public opinion; The "happiness lock" to solve the legal problems of the masses; A "regulator" to solve contradictions and disputes; The "patron saint" to safeguard the legitimate rights and interests of the masses; Close relationship between the party and the masses.