12345 Acceptance Scope

1. Consultation on the work responsibilities, policies and regulations, service procedures, law enforcement procedures, administrative approvals and other government information and public service information of the undertaking unit;

2. Undertaken Non-emergency help within the scope of the unit's responsibilities;

3. Complaints, reports and suggestions on urban governance, public services, market supervision, economic and social development, etc.;

4. Complaints and reports on the work style, administrative efficiency, etc. of staff of public service enterprises and institutions;

5. Other matters that should be accepted.

As long as citizens call to appeal with clear facts and leave their real names and valid contact information, and the appeals do not involve the party committee, the National People's Congress, the CPPCC, the military, or the judicial authorities, and do not enter the judicial process, they do not involve life or death. For emergency help for property safety, the 12345 hotline will be answered manually 24 hours a day and will be accepted in a timely manner.

Scope of inadmissibility:

1. Matters involving violations of national laws, regulations and social ethics;

2. Matters involving state secrets, business secrets, and personal privacy Matters;

3. Matters involving the Party Committee, People’s Congress, CPPCC, disciplinary inspection and reporting cases, etc.;

4. Matters involving litigation procedures, arbitration procedures, administrative approvals, and administrative reconsiderations Matters;

5. Matters involving the jurisdiction of the military and armed police, "110", "119", "122" and other alarm matters and "120" medical emergency matters;

6. Letters and visits , "Mayor's Mailbox" and other matters that have been accepted and responded to through other public appeals reporting channels;

7. Matters where the content of the response is not specific and cannot be handled and answered.

Legal Basis

Article 1 of the "12345 Citizen Hotline Working Standards": The acceptance center uniformly accepts citizens' appeals through the system platform; each county (city, district) government (management committee) ), municipal government departments and public service units serve as the organizers of the citizen hotline to handle citizens’ complaints. The municipal supervision department is stationed on-site to supervise and supervise the handling of the citizen hotline throughout the entire process; various news media, as hotline linkage units, carry out publicity, reporting and public opinion supervision of the hotline work. ?