Measures to deal with complaints and reports

12345 is the mayor's hotline, which generally reflects people's livelihood issues. It is also acceptable to report others. 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 reaction 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. 12345 the acceptance scope of public telephone work includes:

(a) to consult the work responsibilities, policies and regulations, working procedures, law enforcement procedures, administrative examination and approval and other government information and public service information of the organizer;

(2) to undertake non-emergency help within the scope of responsibilities of the unit;

(3) Complaints and suggestions on urban governance, public services, market supervision and economic and social development. ;

(four) complaints and reports on the work style and administrative efficiency of the staff of administrative organs and public enterprises and institutions;

(5) Other matters that should be accepted.

Complaint handling is a systematic and complicated project. To become a famous customer complaint officer, the most basic requirements are to be familiar with the process of handling work, master the key issues in each link and stage, follow certain standards and requirements, flexibly use their accumulated experience or acquired skills and methods, and deal with them according to people, events and times.

Legal basis: Article 6 of the Administrative Supervision Law of the People's Republic of China relies on the masses for supervision. The supervisory organ shall establish a reporting system, and citizens, legal persons or other organizations shall have the right to complain or report to the supervisory organ about acts of any state administrative organ, its civil servants and other personnel appointed by the state administrative organ that violate administrative discipline.