Handling of petitions, complaints standardized

Supervision mechanism

The regulations will also allow a system to be established to oversee the work of handling complaints, including supervision responsibilities, a supervision mechanism and accountability.

Complicated problems that are the focus of complaints will be included in the scope of supervision, while the regulations have also strengthened the evaluation of the work to deal with complaints.

The regulations apply to the reporting of complaints at authorities at all levels, including bodies related to the CPC, all people's congresses, the Chinese People's Political Consultative Conference, courts, procuratorates, State-owned enterprises and public institutions, as well as supervisory and administrative bodies.

Citizens and legal entities can put forward suggestions or complaints to the authorities at various levels through information networks, letters, telephone calls, faxes or personal visits, and the relevant authorities will handle the cases in accordance with the law and regulations.

The relevant authorities at all levels will publicly disclose the channels, mailing addresses and telephone numbers for consultations and complaints, the time and place to report complaints and the correct way to inquire about their progress, according to the regulations.

They note that leading cadres at the authorities should read and handle letters and online petitions from the general public, regularly receive public visits and visit the people to resolve problems that are of major concern to members of the public.

The relevant authorities must inform the petitioner in writing of the status of the issues reported within 15 days of the date of receipt, and complaints must be resolved within 60 days of the date of acceptance.

If the circumstances are complicated, the time limit can be extended by up to 30 days with the approval of the person in charge of the relevant government department, and the complainant must be informed of the reasons for the delay.

Petitioners should present their thoughts objectively and truthfully, and be responsible for the authenticity of the materials provided. Those who want to present an issue via a personal visit should go to designated reception sites established by the authorities. No more than five representatives can be elected to report complaints when the matter involves the interests of multiple people.

The authorities handling the complaint must not disclose or transfer materials or relevant information to the subject of the complaint. Moreover, hearings may be held for complaints that are deemed major, complicated or difficult.