Shandong Ji'nan 12315 consumer complaints hotline merged into 12345 citizen Hotline
1 month 9, Ji'nan city industry and Commerce Bureau of Shandong province and Ji'nan City 12345 hotline jointly held a symposium, officially announced that from now on, to further improve the efficiency of consumer rights protection, In accordance with the State Council, provincial and municipal documents, the 12315 consumer complaint hotline in Ji'nan is formally incorporated into the 12345 public service hotline to receive the acceptance of the administrative operation cost, according to the State Council, provincial and municipal documents. In the future, people in Ji'nan will be able to enjoy more consumer rights protection services provided by more functional departments by calling "12345". In recent years, the State Council and Shandong province have issued a notice in order to further strengthen the construction and management of the government's hotline telephone, to clean up and optimize the related telephone resources, to achieve unified reception, responsibility transfer, time limit run, unified supervision, and unified assessment. It is accepted by "12345". It is good to remember, make good use, and use it well. At the same time, it is convenient for the citizens and the people to serve the people. Meanwhile, the efficient and intensive use of administrative resources is achieved, so that people can call a telephone to seek the various services of the government. Beijing, Shanghai, Taiyuan and other places have begun to expand the capacity of the hotline and the substantive integration of resources, to do a good job of the hotline, the implementation of "No. 1" is the trend of the times. In order to further improve the standardization level and efficiency of the service hotline, reduce the cost of the consumer rights and save the administrative cost, Ji'nan conscientiously implement the State Council and Shandong province document spirit in a large amount of preparation in the early period of time, in order to further improve the standard and efficiency of the service hotline in different consumption fields. On the basis of the work, the city and City Bureau of industry and Commerce and the hotline Office of the city of Ji'nan decided that the 12315 consumer complaint hotline related to the administrative functions of the industry and Commerce had been formally incorporated into the 12345 public service hotline in Ji'nan from January 9, 2015, and the hotline "No. 1" has taken a substantial step.
double line merger will have two advantages after the adoption of "12345" one. First, receiving complaints from the public will be more convenient and quick. After the merger, it will be expanded from 12 seats in the original 12315 hotline to 72 seats of the 12345 hotline. The acceptance time is also changed from the original 8 hours to 24 hours and 365 days for 365 days. The acceptance method has also changed from the original telephone to the telephone, text message, mayoral mailbox, micro-blog, and WeChat five. Appeals. At the same time, when 12315 is merged into 12345, it will further reduce the diversion links and reduce the cost of consumer rights protection in accordance with the standardized process. Two, the cost of administrative operation will be further saved. The combination of the two hotlines has realized the sharing of resources and complementary advantages. At the same time, it has reduced the repeated investment and achieved the efficient and intensive use of administrative resources. In the past six years, the Ji'nan 12345 citizen service hotline has been opened for 24 hours by telephone, SMS, mayoral mailbox, micro-blog and WeChat. More than one thousand million people have been accepted by all kinds of citizens. In December last year, the national standard committee was determined as the national "2014-2015 year service standardization demonstration project". Since the 12315 consumer complaint hotline was opened in 2000, the Ji'nan Municipal Bureau of industry and Commerce has accepted more than 110 million complaints and reported more than 50 million yuan for consumers. It has accumulated a high reputation among the citizens of Ji'nan. After the merger of the two hotlines, the 12315 numbers will be temporarily retained. When the public calls 12315, they will be transferred directly to the 12345 hotline for acceptance. At the same time, the city hotline office and the industrial and commercial departments will also establish a data sharing mechanism and personnel training and exchange mechanism to jointly study the construction and development of the hotline and solve the problem of safeguarding rights.