2, responsible for accepting the masses' criticisms, opinions, suggestions and demands on government work, reflecting important social problems and major emergencies.
3, responsible for accepting, coordinating and solving the difficulties and problems encountered by the masses in daily life.
4, the city's counties (autonomous counties, cities) people's government, municipal government departments and public service units and other public telephone work inspection, supervision and guidance.
5, responsible for the construction and development of the mayor's public telephone network.
6, responsible for the mayor's mailbox work and letters from the masses.
Operating system
Hotline 12345 integrates the non-emergency government hotlines set up by various departments at all levels, and provides services such as business inquiry, consultation, complaint, help-seeking, public service, collection of opinions and suggestions, and public opinion survey for the public according to the principle of "combining answers".
12345 hotline work accepts the legal supervision of deputies to the people's congresses at the corresponding levels and the democratic supervision of CPPCC members, submits the operation of 12345 hotline and the handling of various departments as required, publicizes it to the public through appropriate means, and voluntarily accepts social supervision; Comprehensive use of system supervision, written supervision, special supervision, instruction supervision and other ways to urge and urge the organizer to handle. Through all-round supervision and various forms of supervision, we urge all units to earnestly perform their duties and ensure that the masses demand that "everything is echoed and everything is implemented."
principle of operation
The mayor's public telephone work is guided by Theory of Three Represents Theory, with serving the people wholeheartedly as the fundamental purpose, caring for and serving the masses as the basic concept, insisting on doing practical things for the masses as the starting point and the end result, and taking the satisfaction of the masses as the standard to measure the work.
The mayor's public telephone work adheres to the principle of seeking truth from facts and acting according to the rules. All kinds of problems reflected by the masses, in line with the provisions of the policy, should be dealt with in a timely manner and resolved as soon as possible; Do not meet the policy requirements, to convince and explain the truth. Do everything with results, reply to calls and letters.
The mayor's public telephone work adheres to the principle of graded responsibility and centralized handling. All districts and counties (autonomous counties, cities) people's governments and municipal government departments should seriously handle the problems reflected by the public telephone and the matters assigned by the mayor's public telephone duty room, and reply in time.
operation sequence/order
1) telephone registration
Upon receiving a call, the name, unit, contact number, call time and content of the caller should be carefully recorded in the Mayor's Public Telephone Duty Record Book.
2) Telephone processing
1. Direct processing. Answer the caller immediately if there is a clear policy; For the problems that need to be handled centrally, the caller can be notified to directly report to the relevant departments and people's governments of counties (autonomous counties and cities) or directly contact the relevant departments and people's governments of counties (autonomous counties and cities) by telephone for public handling, and follow up and supervise.
2. transfer. For representative problems that have certain influence, they should be referred to the relevant departments by telephone or in writing for treatment within a time limit, and the caller should be informed; The hot and difficult issues reflected by the masses involving a wide range and outstanding should be summarized and submitted to the relevant leaders in a timely manner, and then transferred to the relevant departments in a timely manner according to the instructions of the leaders; Involving more than two departments, the mayor's public telephone duty room designated a department to take the lead, or by the mayor's public telephone duty room to take the lead in coordinating the relevant departments to deal with.
3. Disposal of major issues. Major and unexpected incidents that endanger people's lives and property reported by the masses by telephone should be verified and handled immediately in accordance with the "Working System for Disposal of Various Emergencies in the Duty Room of the Municipal Government".
3) Telephone feedback
1. reply. The mayor's public telephone duty room to do and request a reply, the organizer shall reply to the results within 7 working days; For more difficult matters, with the consent of the mayor's public telephone duty room, it can be extended, but the longest time shall not exceed 30 working days. The handling of major emergency issues should be given feedback at any time.
2. Answer the masses. Organizers and departments will handle the results of the reply, conditional reply to reflect people, by the mayor's public telephone duty room by telephone or in writing will handle the results of the reply to reflect people, or by the organizers and departments will handle the results directly reply to reflect people.
4) Supervise the handling.
1. If the organizer exceeds the processing time limit, the mayor's public telephone duty room shall promptly conduct written supervision and reply within a time limit.
2. For the reply that is not handled seriously or according to the requirements, the mayor's public telephone duty room should put forward specific requirements and opinions, and instruct the organizer to re-handle and reply within a time limit.
3. In the process of handling, when there are differences of opinion involving multiple contractors, the mayor's public telephone duty room should ask the leaders in time and handle it according to the instructions of the relevant leaders.
4 for the hot and difficult issues strongly reflected by the masses, the mayor's public telephone duty room can directly organize relevant departments and news units to conduct on-site investigations as appropriate.
5) Information collection and editing
The mayor's public telephone duty room should pay attention to collecting and sorting out the hot and difficult issues reflected by the masses and suggestions with universality and guidance, and timely reflect and report them through daily duty summary and special report on duty, so as to provide reference for leadership decision-making.
6) Notification procedure
1. The mayor's public telephone duty room regularly informs the questions assigned by the masses and the response of the organizer.
2 regularly through the news media to reflect the more concentrated and prominent problems to the masses to announce the results.
put forward
Telephone records, assigned reply records, meeting materials, leadership instructions and other materials with preservation value should be filed in time.
legal ground
Law of the People's Republic of China on Protection of Consumer Rights and Interests
Article 46 If a consumer complains to the relevant administrative department, the relevant administrative department shall handle the complaint within seven working days from the date of receiving it and inform the consumer.
People's Republic of China (PRC) Anti-unfair Competition Law
Article 16 Any unit or individual has the right to report acts suspected of unfair competition to the supervision and inspection department, and the supervision and inspection department shall promptly deal with them according to law after receiving the report. The supervision and inspection department shall publicly accept the telephone number, email address or email address of the report to the public, and keep confidential the informants. Real name report and provide relevant facts and evidence, the supervision and inspection department shall inform the reporter of the results.