In order to thoroughly implement the relevant decision-making arrangements of the CPC Central Committee and the State Council, implement the requirements of the Guiding Opinions of the General Office of the State Council on Further Optimizing the Convenience Hotline of Local Governments (Guo Ban Fa [2020] No.53), further unblock the reporting channels of transportation complaints, and improve the service and management quality of the 12328 transportation service supervision hotline (hereinafter referred to as 12328 hotline). Give full play to the supervisory role of 12328 hotline service, respond to people's concerns in a timely manner, accept complaints and reports, listen to opinions and suggestions, and improve the governance capacity and public service level of the transportation industry. These Measures are formulated in accordance with relevant laws and administrative regulations. Hotline 12328 is a public service supervision hotline (including 12328 telephone, WeChat, mobile APP, website, etc. ) It is provided for natural persons, legal persons or non-legal organizations to receive information consultation, complaints and suggestions in business fields such as highways, waterways, road transportation, urban passenger transport, maritime affairs, salvage and maritime search and rescue.
legal ground
12328 measures for the administration of traffic and transportation service supervision hotline
Article 4 The management of the 12328 hotline shall follow the following principles:
(1) Unified leadership, graded responsibility and territorial management;
(2) Relying on, serving and facilitating the masses;
(three) compliance with the law, all day, that is, do it.
Article 5 The Ministry of Transport is responsible for the operational guidance and management of the national hotline 12328.
The provincial transportation authorities shall be responsible for organizing, leading and coordinating the implementation of the 12328 hotline management within their respective administrative areas.
The municipal department in charge of transportation with districts (hereinafter referred to as the municipal department in charge of transportation) is specifically responsible for the management of the hotline 12328.
Article 6 Transportation authorities at all levels shall strengthen the management of hotline 12328, and define the centralized management department of hotline 12328 and the daily management unit of hotline service center 12328.
The transportation departments of all provinces and cities should strengthen the management of the hotline service center 12328. 12328 hotline service center is responsible for the business acceptance, work order transfer, follow-up, statistical analysis of 12328 hotline within its administrative area, and the work of transferring work orders to 12345 and other local government service convenience hotlines.
Article 7 12328 Hotline Service Center shall establish 12328 hotline management system, formulate and improve business disposal processes and service specifications, and establish and improve the system and mechanism system with clear responsibilities, efficient operation, full traceability and closed management. The hotline service center 12328 shall establish a confidentiality system. State secrets, business secrets, personal privacy and other data and information involved in the report hotline 12328 shall be kept confidential and shall not be used for activities unrelated to the performance of duties.