Legal analysis: You can report anonymously. 12345 citizen service hotline is based on too many citizen government service hotlines. In order to make it easier for citizens to remember, all provinces and cities in China take the service hotline to connect to 12345, and then transfer it through 12345 hotline center according to the specific situation. The public service hotline implements the working mechanism of "external No.1 service, centralized acceptance, classified disposal, unified coordination, linkage of all parties, and limited time handling". After the citizens call the "12345" hotline, the call center hotline receptionist will answer the phone first. After answering the calls of the masses, the hotline receptionist will directly answer the consulting questions that can be answered directly according to the information in the knowledge base, and transfer the consulting questions that cannot be answered directly, as well as help, complaints and suggestions, to the relevant districts, counties and departments for handling in time. Relevant districts, counties and departments shall promptly and properly handle incoming calls and reply to the public, and at the same time feed back the processing results to the public service hotline.
Legal basis: Jinan 12345 citizen service hotline regulations.
Sixteenth callers have the right to ask for a reply when they put forward hotline matters, or have the right to ask for confidentiality of personal contact information; If you don't reply within the time limit or have any objection to the result, you have the right to ask for an explanation.
Seventeenth callers to reflect the problem should be objective, rational, specific and detailed, and be responsible for the authenticity of the problem.
Eighteenth hotline matters for telephone consultation, hotline personnel should listen carefully, comprehensive and accurate records, the use of standardized language to answer patiently.
Nineteenth callers have the right to complain and report the hotline operator's rude attitude, rude style, perfunctory and other irregular service behaviors.
Twentieth callers should consciously maintain the normal working order of the public service hotline, and shall not reuse or occupy the hotline for a long time without justifiable reasons; Reflect the problem shall not distort or fabricate facts, shall not slander, falsely accuse or frame others, and shall not harass, insult or threaten hotline personnel.