Swift Response to Public Complaints

This is a mechanism through which Beijing aims to provide efficient services to the public by proactively and swiftly addressing issues within its administrative purview raised by individuals, legal entities, or other organizations. These issues may include inquiries, requests for assistance, complaints, reports on misconducts and suggestions. The mechanism fully leverages the political and organizational strength of the Party’s leadership and translates it into effective governance. It mainly operates through the 12345 public service hotline and its online platform, which directs public requests to the relevant departments. Performance is evaluated based on response rate, resolution rate and satisfaction rate, and this encourages Party committees and governments at all levels to swiftly and effectively respond to and handle public complaints, and provide timely feedback.