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No delay on public complaints a hot topic for Beijing govt session

By Cao Zinan | | Updated: 2020-01-15 13:52

At this year's third session of the 13th Beijing Municipal Committee of the Chinese People's Political Consultative Conference, "public complaints have been processed without delay" has become a popular phrase that has been heatedly discussed by the committee members.

The method means solving city dwellers' problems immediately, and an important platform for the mechanism is Beijing's public service hotline 12345.

The hotline was created in 1987, with the aim of making it easier to resolve people's basic problems. To enhance efficiency and bring more benefits to residents, the city government made changes to the long-running hotline in January 2019.

Now, after receiving requests or complaints, the hotline will immediately classify them and assign them to relevant township-level offices.

Moreover, subdistrict offices must ensure there are operators on duty 24 hours a day for the hotline. The time limit for resolving appeals has been shortened from 15 working days to seven.

In 2019, the 12345 hotline received 6,963,600 calls, and solved 2,519,700 matters for the public, with a response rate of 100 percent, according to

The resolution rate of public appeals rose from 64.61 percent at the beginning of 2019 to 74.96 at the end, and residents' satisfaction rate rose from 64.61 percent to 87.26 percent in the same period.

Check out the video to see what the committee members said about "public complaints have been processed without delay" during this year's CPPCC Beijing committee.

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