For incoming calls that can be answered according to the knowledge base, reply immediately and solve them. For incoming calls that need assistance from member companies, work orders will be distributed immediately, and acceptance information will be sent to callers. Each member unit shall sign the work order within 1 working day, and complete it on schedule within the specified time limit.
Among them, the consultation work order shall be settled within 2 working days from the date of signing; Work orders for help, suggestions and opinions shall be settled within 5 working days from the date of receipt; Complaints and reports shall be resolved within 10 working days from the date of acceptance. If the business people call 3 times or more and their demands are difficult and complicated, they will be settled within 15 working days from the date of acceptance.
Help and report on public emergencies such as water, electricity, gas, roads, fires, floods and mudslides. Handle it according to the emergency work list of hotline 12345, and directly transfer it to the relevant business phone for handling within 2 hours. Hotline 12345 should establish linkage mechanism with emergency hotlines such as 1 10,19, 120, 122 and public service hotlines such as water, electricity and gas.
12345 hotline not accepted:
1. Matters involving state secrets, commercial secrets, personal privacy and violation of public order and good customs;
2. Matters involving the functions of Party committees (except those performing administrative functions), people's congresses, CPPCC, discipline inspection and supervision, courts, procuratorates, the army and the armed police;
Three, matters that have been or should be resolved through litigation, arbitration, administrative reconsideration, government information disclosure and other procedures;
4. Matters that have entered the petition channel or appeal channel have been resolved in accordance with the law, and the complainant still complains on the same facts and reasons;
Five, the complaint is not based on policies, laws and regulations;
Six, do not belong to the scope of administrative functions and powers of our province;
Seven, other violations of laws, regulations and rules.