The following regulations are stipulated to carry out the service concept of “Transparency, standardization, high-efficiency, honesty” and to improve the service quality.

1. Things can be complained

1) Clients can complain to the Complaint center ( in Coordination & supervision Section) if they are unsatisfied with staff’s attitude, service efficiency, procedures, charging or results of cases.

2) The person or thing to be complained of should be stated clearly. With the return receipt issued, clients should take the receipt with them to make the complaints.

2. Classification of complaints

?The complaints can be classified into the following three catalogues:

1) Complaints to be dealt with on the spot: the complaints caused by staff’s bad attitude, low service efficiency or improper standard, which can be dealt with on the spot.

2) Complaints to be recorded in file and to be dealt with later: complaints involving policy implementation, involving serious or repeated misbehavior of service office’s staff, which can not be dealt with by service center and should be reported to related bureau officially.

3) Complaints to be reported to related bureau or departments in charge: complaints concerning suggestions and advices on administrative approval system and service, which require the service center to reform its existing mechanism or require center to report these suggestions to departments in charge.

3. Channels of complaints

1) On-the-spot complaints: clients can complain to the Coordination & Supervision Section directly during the working hours (in Room 301).

2) Complaints on phone: Clients can complain through the special line for complaint during the working hours. The telephone number is 0757-83281111；

3) On-line complaints: clients can complain on the website of service center or through the touch-screen computers on every floors of the office building.

4) Complaint by Mail: clients can put their complaint letters into the boxes for public comments on every floors of the office building or write letter to the following address: the Coordination & Supervision Section, Administrative Service Center, Gongjiao Building, No.28 of Jihua 5th Road, Foshan

4. Acceptance of Complaints

1) If the complaints are valid, the Coordination & Supervision Section will contact the complainer in time and deal with the complaint officially. The complainer should the fill the Complaint Form of Foshan Municipal Government Administrative Service Center. (Attachment 1)

2) If the complaint is caused by misunderstanding of the normal procedures of service office, the staff of the center or of the service office will explain to the complainer. If the complainer is willing to cancel the complaint, service center will not register the complaint. But it will report it to the related service office.

3) If the complaint is not in administrative domain of service center, the center will not record or deal with it. But explanation should be made to the complainer. Information concerning the bureau or departments in charge will be provided to the complainer if necessary.

4) If the complaint is unjustified or the complaint does not state specific person or things to be complained of, the center will consider it as invalid one that not to be dealt with.

5. Investigation of complaints

Once the complaints are officially accepted, investigations can be carried out in the following ways, with written records made:

1) To talk with complainer so as to get specific information concerning the things, person being complained of, the causes of complaint and the expected solutions.

2) To talk with the service office being complained of, to get a clear ideal of the causes and details. Ask for explanation and suggested solutions from the service office.

3) To check the conditions with information stored in center’s information management system.

4) To talk with witness, persons involved in it or persons being complained of, so as to get necessary evidence.

6. Handling of Complaints

1) Complaints to be dealt with on the spot

The service center asks staff of service office to explain or apologize to the complainer, trying to win the forgiveness and understanding of complainer.

2) Complaints to be recorded in file and to be dealt with later

(1) After center’s investigation, the Complaint Handling Supervision Form of Foshan Municipal Government Administrative Service Center (attachment 2) should be issued, providing suggestion on complaint handling and the time limit, which will be transmitted to the service office being complained of or the bureau in charge.

(2) Appropriate measures should be taken by the service office being complained of or the bureau in charge according to the requirements of service center, with timely response to complainer and written report of handling condition and result to the service center, for the convenience of? follow-up supervision.

(3) If the solutions provided by service office turn out to be unsatisfactory to complainer, service center can issue another Complaint Handling Supervision Form, demanding more effective solutions from the service office or bureau in charge.

3) Complaints to be reported to related bureau or departments in charge can be dealt with in the following way:

(1) Take the suggestions of complainer as reference of service office’s reform.

(2) Transmit the suggestions to related bureau or departments in charge for consideration

(3) Transmit the suggestions to municipal government for consideration through correspondence and reception department.

7. Other regulations

1) A coordination mechanism should be established among the service center and other complaint centers at various levels, service office performance evaluation groups of bureau in charge as well as other departments of supervision, personnel, pricing and correspondence and reception, etc, so as to deal with complaints more efficiently.

2) Service center can report to the bureau in charge or other departments of supervision, personnel and pricing according to specific conditions, so as to affix the responsibility of person or unit being complained of according to regulations.

3) Service center can pay a return visit to complainer in case of any possible retaliation or fault-finding to the complainer and any unsatisfactory solution. If any retaliation or fault-finding from service office to complainer are confirmed, service center will report to supervision department for serious punishment.

4) If complainer demands to keep the complaint secret, service center should investigate, follow-up and supervise without leaking any information concerning the complaint.

5) The Coordination & Supervision Section should establish Complaints Recording system, recording all complaints and solutions in files, which will serve as important criteria in performance evaluation of service offices as well as their staff.

8. It is up to the municipal government administrative service center for the interpretation of these regulations.

Attachment 1: Complaint Form of Foshan Municipal Government Administrative Service Center

Attachment 2: Complaint Handling Supervision Form of Foshan Municipal Government Administrative Service Center

Attachment 1: Complaint Form of Foshan Municipal Government Administrative Service Center
Number of Complaint

Attachment 2: Complaint Handling Supervision Form of Foshan Municipal Government Administrative Service Center
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A complaint from public is delivered to you. Please respond to complainer after investigation. The solution and suggestion should be filled on the form and return the form to the Coordination & Supervision Section of service center before day / month / year /.