2. It can't replace departmental functions. For matters that should be solved through litigation, arbitration, discipline inspection and supervision, administrative reconsideration, government information disclosure and other procedures, as well as matters that have entered the petition channel, there are detailed conditions for filing a case and requirements for citizens to submit a list of relevant materials. The 12345 hotline alone cannot meet the acceptance conditions and will not be accepted. The hotline 12345 will inform the applicant of the inadmissibility and its basis. For urgent matters that should be solved by calling 1 10, 1 19, 120, 122, etc., the hotline 12345 will help the public to transfer to relevant hotlines. In addition, matters involving state secrets, commercial secrets, personal privacy and violations of social order and good customs do not belong to the scope of functions and powers of government departments;
3. The hotline 12345 registers the work order reflected by the complainant, and implements the "red and yellow light" efficiency monitoring mechanism. The organizer signs the service work order within 1 working day, actively contacts the complainant, communicates the appeal, and informs the handling procedures. The general matters are complained and reported within 2 working days of consultation and 5 working days of asking for help.