What should I do if I am maliciously complained by 12345?

Telephone registration: 1. When receiving a call, carefully record the caller's name, unit, contact number, call time and content in the Mayor's Public Telephone Duty Record Book. Telephone processing: direct processing. Transfer. Disposal of major issues. Let me explain the relevant contents below for your reference and study, hoping to help you.

First, how to deal with 12345 being reported?

Call 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.

call 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 time, and then transferred to the relevant departments in time 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".

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.

Supervision and 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.

Second, what is 12345?

12345 "non-emergency rescue service system" is used to help applicants solve difficulties and problems encountered in life and production, and it is a platform for the municipal party Committee and the municipal government to pay attention to people's livelihood and listen to public opinions.

Notes on sending SMS to 12345:

When users send short messages to 12345 to reflect problems, they must write down two points: the content of the call (concise); Venue (specify. Moreover, SMS cannot query the processing results of internal claims.

Through the above explanation, we can know that the platform department will handle this matter according to the situation, and give priority to some urgent matters, but make it clear when reflecting the problems.