The term "instant handling of complaints" as mentioned in these Regulations refers to the service mechanism that this Municipality provides rapid response, efficient handling, timely feedback and active governance to the demands of natural persons, legal persons or other organizations (hereinafter referred to as complainants) involved in this administrative area.
The city set up 12345 citizen service hotline and its network platform as the main channel to accept the claimant's appeal; Promote the merging of government service convenience hotlines other than emergency hotlines such as 1 19, 120, 122 into citizen service hotlines 12345. Article 3 The petition work shall adhere to the people-centered development concept, follow the principles of Party building leading, reform and innovation, shifting the center of gravity, and linking up and down, establish a petition work system under the leadership of Party committees, government responsibility, democratic consultation, social coordination, public participation, legal guarantee, and scientific and technological support, and promote the formation of a social governance pattern of * * * construction * * *. Article 4 Under the unified leadership of the Beijing Municipal Committee, this Municipality shall establish and improve the leadership system and working mechanism for immediate complaint handling, and make overall plans to promote the immediate complaint handling. Article 5 The Municipal People's Government shall strengthen the guarantee of immediate handling of complaints, strengthen supervision and inspection, and urge the implementation of responsibilities; Coordinate and solve major problems in complaint handling immediately, and take the initiative to deal with * * * sexual problems that are generally concerned by the society.
The District People's Government shall be responsible for the overall planning, supervision and inspection and investment guarantee of the immediate handling of complaints within its administrative area, study and handle, coordinate and solve difficult and complicated demands, and clarify the coordination and promotion of specific departments.
The municipal administrative service department is responsible for organizing and coordinating the immediate handling of complaints, planning and building a platform for immediate handling of complaints, formulating systems, processes and norms for immediate handling of complaints, managing public hotline service institutions and supervising their work.
The public hotline service organization is responsible for the management, operation and maintenance of the platform for handling complaints immediately, providing complaints consultation, reception, inquiry and feedback services for complainants around the clock, and undertaking specific work such as complaint transfer, assignment, supervision, data collection, analysis and judgment.
Sub-district offices and Township People's governments shall play the role of overall coordination, command and dispatch at the grass-roots level, and handle the demands within their respective jurisdictions in a timely manner.
Municipal and district government departments, organizations authorized by laws and regulations to manage public affairs, and enterprises and institutions undertaking public services shall establish and improve their working systems, improve their working mechanisms, and handle relevant demands according to law. Article 6 The municipal and district people's governments and relevant departments shall take measures to unblock channels, support and guide people's organizations, trade associations, chambers of commerce, charities and other social organizations, urban and rural community service institutions, enterprises and institutions and other social forces and the public to participate in claims settlement and social governance.
Newspapers, radio, television, internet and other news media should take various forms to handle complaints immediately and publicize relevant laws and regulations, guide the public to form a correct understanding and reasonable expectations, and actively find and reflect problems. Seventh units and individuals that have made outstanding contributions and remarkable achievements in the immediate handling of complaints in this Municipality shall be commended and rewarded, and advanced experience shall be publicized and popularized. Chapter II Handling of Complaints Article 8 In order to safeguard the legitimate rights and interests of oneself and others or the public interests, a claimant may lodge a complaint on matters such as economic development, urban construction, social management, public services and people's livelihood needs.
The claimant can choose voice, text, pictures, videos and other forms to claim for compensation. , and have the right to know and evaluate the handling of claims.
The claimant for compensation is not subject to illegal interference, suppression or retaliation, and the normal production and business activities of the enterprise are not subject to illegal interference, and the personal privacy, personal information and business secrets involved are protected according to law. Article 9 A complainant shall truthfully express his complaint and be responsible for the authenticity of the complaint.
The complainant shall cooperate with the complaint handling, respect the staff, maintain the work order, and objectively evaluate the complaint handling.
The requester shall not maliciously call or occupy the resources of the public service hotline and its network platform for a long time without justifiable reasons, and prevent others from reflecting their demands. Article 10 A public hotline service institution shall comprehensively, accurately and normatively record the time, matters and contact information of a complaint through voice, writing and other forms, and form a complaint work order. Eleventh people's hotline service institutions to consult the appeal, can immediately reply, immediately reply; If you can't reply immediately, send a bill to the district people's government, municipal and district government departments, street offices, township people's governments, organizations authorized by laws and regulations with the function of managing public affairs, and enterprises and institutions undertaking public services (hereinafter referred to as the organizer) to reply to the requester.
Public hotline service institutions for help, complaints, reports, suggestions, which fall within the scope of responsibilities of the organizer, shall dispatch instructions to the organizer immediately according to the principle of statutory authority, territorial management and hierarchical responsibility, and according to the list of dispatching instructions. The list of dispatching orders shall be formulated and dynamically adjusted by the municipal administrative service department in conjunction with relevant units.
In any of the following circumstances, the public hotline service institution shall classify and deal with it in a corresponding way:
(1) Emergency matters that should be handled through emergency service hotlines such as11 19, 120, 122 shall be immediately transferred to the corresponding dedicated lines;
(two) according to the law should be through or have entered the litigation, arbitration, discipline inspection and supervision, administrative reconsideration, government information disclosure and other legal channels of letters and visits, inform the complainant of the corresponding legal channels;
(3) If the request is being processed or has been processed, and the requester has no new circumstances and new reasons to make the same request, inform the requester of the progress or result of the processing;
(four) involving state secrets, commercial secrets, personal privacy, to explain to the claimant;
(five) beyond the scope of responsibility of the organizer, inform the requester to solve it through other channels such as the market and society, and may transfer it to relevant units to perform supervision and guidance duties;
(six) in violation of laws and regulations, contrary to public order and good customs, do a good job in persuasion and education, and inform the claimant of the relevant provisions that should be observed and the legal consequences of the illegal act.