(Issued on August 10, 2022 in accordance with Decree No. 191 of the People’s Government of Guangzhou Municipality and to be brought into force on November 1, 2022)

　　Article 1     These Measures are formulated in accordance with relevant laws and regulations, on the basis of the actual conditions of this Municipality and with a view to regulating the construction and management of the government service hotlines, improving the government service quality for the convenience of the people and enterprises, promoting law-based administration and optimizing the business environment.

　　Article 2     These Measures shall apply to the management of the 12345 government service hotline (hereinafter referred to as the hotline) of this Municipality.

　　The term “hotline” herein refers to the 24-hour public service platform set up by the municipal people’s government, which is composed of 12345 hotline and related WeChat official account, websites and other networks.

　　Article 3     The hotline work shall be people-oriented and based on clearly-defined rights and responsibilities, intelligence and efficiency, and convenience for the people and enterprises. It shall adopt the working mechanism of territorial jurisdiction, level-by-level responsibility, unified acceptance, timely handling and scientific assessment.

　　Article 4     The municipal people’s government shall establish a hotline joint meeting system, make overall planning of and guide the hotline work, coordinate and solve major issues and key and difficult problems encountered in the hotline work, and carry out supervision and inspection.

　　The people’s governments of all districts in this Municipality and relevant municipal government sectors shall be included as the members of the hotline joint meeting, with the hotline joint meeting office being located in the municipal government service data management authority.

　　Article 5     The municipal government service data management authority is the competent authority for hotline work in this Municipality, and shall be responsible for the planning, construction and management of the hotlines, coordinating and supervising the cross-departmental and cross-level matters, building a hotline work reporting and notification mechanism, and organizing the implementation of these Measures.

　　The authorities designated by the district people’s governments shall be responsible for guiding and supervising the hotline work in their respective jurisdictions and perfecting the structure of the district hotline work institutions.

　　The municipal hotline work organization shall be responsible for the daily operation and management of the hotline, receiving, transferring, coordinating, supervising, reviewing and following up (by returning a call) the requested matters, collecting and analyzing the hotline data, and carrying out the assessment of hotline work in the whole city. The district hotline work organization shall be responsible for the daily operation and management of the hotline within its jurisdiction.

　　Article 6     District people’s governments, municipal government sectors and municipal institutions directly under the municipal people’s government authorized by laws and regulations to manage public affairs are the competent authorities to handle hotline matters, and shall be responsible for handling hotline matters. Central administrative organs stationed in Guangzhou, people’s organizations, social organizations and state-owned enterprises undertaking public service functions may participate in the handling of hotline matters.

　　A district people’s government may designate its relevant government sectors, the town people’s governments and sub-district offices as the competent authorities to handle the hotline matters; all municipal government sectors may designate their subordinate authorities as the competent authorities to handle hotline matters.

　　Article 7     Hotline sub-centers and dual hotline service providers shall be responsible for establishing a mechanism for telephone transfer of hotlines, receiving, handling, reviewing and following up the hotline matters, collecting relevant data from the hotlines, and participating in the assessment of the hotline work in the whole city.

　　Article 8     The heads of district people’s governments and municipal government sectors shall, on a regular basis, participate in answering calls from the masses, and coordinate to solve the problems frequently reflected by the masses.

　　The list of authorities authorized to participate in answering calls from the masses shall be determined by the municipal government service data management authority according to the hotline work performance and business needs of the previous year.

　　Article 9     The municipal hotline work organization shall be responsible for building a unified cross-city hotline information system, carrying out and monitoring the whole process of receiving, transferring, handling, supervising, following up of hotline matters and performance assessment through the hotline information system, strengthening data communication and sharing with all authorities, and improving intelligent services for realizing data visualization and full-scale information sharing.

　　The undertaking authorities and dual hotline service providers shall carry out hotline work through the hotline information system.

　　Article 10   The municipal hotline work organization shall establish a standardized hotline knowledge base. The undertaking authority shall upload and update the information of knowledge points according to the specifications of hotline knowledge base to ensure the timeliness, accuracy, completeness, authenticity and authoritativeness of the information.

　　Article 11    Natural persons, legal persons or other organizations using the hotline (hereinafter referred to as “requestors”) may request non-urgent consultation and help, make complaints, reports, opinions and suggestions on administrative management or public services within the administrative areas of this Municipality.

　　The following matters shall be subject to classified handling:

　　(1)For the matters to be handled through 110, 119, 120, 122 or other emergency service hotlines, the service staff shall transfer them or guide the requestors to dial the corresponding special lines;

　　(2)For the matters that have been or shall be handled through such legal channels as litigation, arbitration, administrative award, discipline inspection and supervision, administrative reconsideration, government information disclosure, etc. and have entered the public complaint procedure, the service staff shall inform the requestors of the corresponding report channels;

　　(3)For the matters that fall within the scope of responsibilities of the Party Committee, the People’s Congress, the CPPCC or the armed force, the service staff shall inform the requestors to report to the responsible authorities;

　　(4)For the matters being handled, the service staff shall inform the requestors of the handling progresses;

　　(5)For the matters that involve state secrets, trade secrets or personal privacy, the service staff shall make well explanations to the requestors.

　　Article 12   The requestor shall abide by the following provisions when reporting the hotline matters:

　　(1)Report the specific hotline matter in an objective way with clear direction, and shall not distort or fabricate facts, nor seek illegitimate interests by means of complaints and reports;

　　(2)Use civilized language, do not insult, threaten, falsely accuse or frame others, and consciously abide by the normal order of the hotline work;

　　(3)Do not hinder others from reflecting their requests by repeatedly reflecting the matter on the basis of the same facts and reasons, or occupying the administrative resources of the hotline work organization and the undertaking authority for a long time without justifiable reasons.

　　For the requestors in violation of laws and regulations, public order or good customs, the service staff shall persuade them, and inform them of the relevant provisions and corresponding legal consequences.

　　Article 13   The municipal hotline work organization shall uniformly receive and transfer hotline matters in accordance with the following provisions:

　　(1)For consultation matter, if it can be answered as per the hotline knowledge base, the service staff may directly reply to the requestor; otherwise, it shall be transferred to the undertaking authority within 1 working day.

　　(2)For non-consulting matter such as help, complaints, reports and suggestions, it shall be transferred to the undertaking authority within 1 working day.

　　Article 14   The undertaking authority shall check the hotline matters within 2 working days from the day following the receipt of such matters. If it falls within the responsibility range of the undertaking authority, it shall be handled in accordance with the provisions of these Measures; otherwise, an application for return shall be made with the reason and basis explained to the municipal hotline work organization.

　　Where the matter is not returned within 2 working days, the undertaking authority shall handle it within the time limit specified in these Measures or organize other relevant authorities to handle it.

　　Article 15   Where the undertaking authority applies for return in accordance with the provisions of the Paragraph 1, Article 14 of these Measures, the municipal hotline work organization shall handle it in accordance with the following provisions:

　　(1)If approved to return, it shall be transferred after re-determination of responsibilities, and the handling period shall be calculated anew;

　　(2)If disapproved to return, the reason shall be justified, and it shall be handled by the original undertaking authority within the original time limit;

　　(3)If verified that it involves the responsibilities of more than two undertaking authorities, the undertaking authority that first receives the hotline matters shall take the lead in handling it, and other relevant authorities shall make coordination. The handling period shall be calculated anew.

　　Article 16   For anydifficult and complicated hotline matter returned to the municipal hotline work organization for more than 3 times, the municipal government service data management authority may, in accordance with the following provisions, determine the undertaking authority after soliciting opinions from relevant departments:

　　(1)If the dispute involves relevant departments of two or more districts, the opinions of relevant business guidance department at the municipal level shall be solicited;

　　(2)If the responsibilities of the undertaking authorities are unclear, the opinions of the municipal institution establishment department shall be solicited;

　　(3)If there is a dispute between the undertaking authorities over the application of laws, regulations and rules, the opinions of the municipal administrative department for justice shall be solicited.

　　For the hotline matter determined as per the preceding paragraph, the handling authority shall handle it and shall not return it; the involved authorities shall assist in handling the matter and shall not shirk due responsibility.

　　The municipal government service data management authority, the business guidance authority and the people’s government of each district may organize relevant authorities to study the principles for handling similar difficult and complicated hotline matters, and submit such principles to the hotline joint meeting or the municipal people’s government for examination and approval.

　　Article 17   The undertaking authority shall handle hotline matters in accordance with the following provisions:

　　(1)For consultation matter, the undertaking authority shall handle it and reply to the requestor within 2 working days from the day following the receipt of the matter;

　　(2)For non-consulting matter, the undertaking authority shall handle it and reply to the requestor within 10 working days from the day following the receipt of the matter.

　　Before the undertaking authority feeds back the handling progress, if the requestor reflects new information to the hotline, the municipal hotline work organization shall inform the undertaking authority. If the undertaking authority considers that such information has direct influence on the hotline matter, it shall explain the situation to the requestor, and the handling period shall be calculated anew. In case of such force majeure events as natural disasters, the municipal hotline work organization shall explain the situation to the requestor, and the handling period shall be adjusted accordingly.

　　The municipal government service data management authority may formulate specific measures for handling hotline matters by classification and within prescribed time limit.

　　Article 18   When it is unable to handle the case on time, the undertaking authority shall, before the expiration of the handling period, go through the procedures to extend the handing period through the hotline information system, and inform the requestor of the reasons for the extension and the extended handling period.

　　The handing period can only be extended 2 times, and the extension period is the same as the handling period.

　　Article 19   After handling the hotline matter, the undertaking authority shall reply to the requestor and report the handling results to the municipal hotline work organization, and shall be liable for the handling acts performed; if it is verified that it falls under the circumstances specified in Items 2 to 5, Paragraph 2, Article 11 of these Measures, the undertaking authority shall inform the requestor or make explanation to the requestor.

　　If the undertaking authority designates a handling authority to handle certain hotline matter, it shall review the handling authority’s specific handling acts and give feedback to the municipal hotline work organization.

　　The handling situation fed back by the undertaking authority to the municipal hotline work organization shall comply with the following provisions:

　　(1)Provide targeted and direct responses to hotline matter;

　　(2)List the handling time, handling process, handling results of the hotline matter and the response to the requestor.

　　In case of non-compliance with the provisions of the preceding paragraph, the municipal hotline service organization shall return it to the undertaking authority for further handling, and the handling period shall not be calculated anew.

　　Article 20   The municipal government service data management authority shall, in accordance with the relevant provisions of the State, establish a hotline service satisfaction evaluation mechanism.

　　For hotline matters that meet the provisions of Paragraph 3, Article 19 of these Measures, the municipal hotline work organization shall provide a channel for evaluating the satisfaction of hotline matters handled based on the requestor’s satisfaction evaluation of the matters handled.

　　For the handled matter unsatisfied by the requestor in the first evaluation, the municipal hotline work organization may send it back to the undertaking authority for handling again. The re-handling shall be limited to 1 time, and the handling requirements shall be the same as those of the first handling, without postponement of the handling period.

　　Article 21   With regard to any hotline matter continuously reported by the requestor and requiring long-term promotion, the municipal hotline work organization shall inform the undertaking authority and the business guidance department, and the undertaking authority shall organize the formulation of solutions and regularly report the phased work results to the requestor and the municipal hotline work organization. The business guidance department shall guide and supervise the handling of the said hotline matters.

　　For hotline matters that need to be promoted in accordance with legal procedures, the undertaking authority shall, within 3 working days after the conclusion of legal procedures, report the final results to the requestor and the municipal hotline working organization.

　　Article 22   For the hotline matter that have been handled according to law and the same requestor reflects no new circumstances or reasons or has not repeatedly reflected it, the undertaking authority or the handling authority may inform the requestor of the handling results and relevant basis, and issue to the municipal hotline work organization the written materials on the handling results of the hotline matters. For the repeatedly reflected hotline matter, when the undertaking authority or handling authority issues the written materials of handling results to the municipal hotline work organization, the hotline matter will not be included into the hotline handling scope.

　　Article 23   For the following matters, the municipal hotline work organization may promote the handling of the following hotline matters by means of telephone supervision, network supervision, on-site supervision, conference supervision, supervision document issuance, etc. The undertaking authority shall give an active response in timely reporting the handling progress:

　　(1)Failing to be handled within the prescribed time limit without justifiable reasons;

　　(2)Failing to be served the feedback on handling progress as required by Article 19 of these Measures;

　　(3)The situation under the provisions of Paragraph 1 of Article 21 herein;

　　(4)Other situations requiring supervision.

　　The municipal hotline work organization shall give cooperation to the supervision organization of the municipal people’s government and other relevant authorities during their supervision over the handling of hotline matters.

　　Article 24   The municipal government service data management authority shall follow the principles of objectivity, fairness, science and rationality, and incentives, and shall establish a hotline work assessment mechanism.

　　The municipal hotline work organization shall be responsible for the implementation of the specific work of hotline work assessment, and carry out classified assessment of the hotline work performed by the undertaking authorities, hotline sub-centers and dual hotline service providers. The assessment results shall be incorporated into the KPI assessment system of the government organs.

　　Article 25   The municipal government service data management authority, the hotline work organization, the undertaking authority and the handling authority and their staff shall strictly abide by the confidentiality obligations and shall not disclose in the hotline work the State secrets, business secrets, personal privacy and relevant personal information under confidentiality obligations.

　　Article 26   Where the municipal government service data management authority, the hotline work organization, the undertaking authority and the handling authority and their staff is in any of the following situations, the competent authority shall order it/him/her to make corrections; if the circumstance is serious, the person in charge responsible and other persons directly responsible shall be investigated for responsibility according to law; if a crime is constituted, criminal liabilities shall be investigated and affixed according to law:

　　(1)Surly and rude service attitude towards the requestor;

　　(2)Failure to handle the hotline matters within the scope of responsibility after having be urged by supervision authority;

　　(3)Inconsistence of the reply content with the actual situation due to practicing fraud;

　　(4)Divulging State secrets, trade secrets, personal privacy and relevant personal information in violation of regulations;

　　(5)Other abuses of power, dereliction of duty, favoritism and malpractice.

　　Article 27   Where the requestor violates the relevant provisions of Article 12 hereof, which constitutes an act committed against the administration of public security, the public security organ shall handle it according to law; if a crime is constituted, criminal liabilities shall be investigated and affixed according to law. If it should be included in the personal credit investigation management files according to law, the relevant provisions shall be applicable.

　　Article 28   The term “hotline sub-center” herein refers to the authority that incorporates the non-emergency government service lines set in this Municipality into the government service hotline by the way of setting up sub-centers in accordance with the relevant provisions of the State.

　　The term “dual hotline service provider” herein refers to the authority that incorporates the non-emergency government service lines set in this Municipality into the government service hotline, with the original line number remaining valid.

　　Article 29   These Measures shall come into force on November 1, 2022.