You’ll hear the voice of the friendly operator the moment you have dialed the number of 12345. On the other side of the line, the operator, wearing the headset, is busy greeting the callers, inquiring about their concerns and recording the issues raised by the citizens......
This bilingual hotline (Chinese and English) operates around the clock to answer people’s questions and redress their problems in daily life.
The 12345 Hotline is established and supported by the provincial government and governments at the city prefecture level. It serves as a public service platform that handles various non-emergency requests from businesses and the general public and operates through multiple channels such as telephone, website, WeChat, mobile applications, and mailboxes. The hotline provides "24/7" round-the-clock manual assistance.
The services provided by the 12345 Hotline include various non-emergency requests from businesses and the general public. This includes inquiries, assistance, complaints, reports, suggestions, and other issues related to economic regulation, market supervision, social management, public services, environmental protection, and more.
1. Unified Acceptance
The management department of the Chengdu 12345 Hotline allocates corresponding call center seats and personnel according to a standard of no less than a 95% connection rate, to uniformly handle the demands and matters raised by businesses and the general public.
The 12345 Hotline employs various methods such as providing direct answers, engaging in three-way conversations, transferring and collaborating with expert agents to handle the demands based on their nature, content, and relevant departments involved.
Transfers of treatment must be done within three hours after the complaints have been accepted and must be registered by corresponding department in charge of the transferred cases within a work day; the settlement of inquiries must be done within five work days, while the settlement of help requests, advice and suggestions must be done within seven work days, and the settlement of complaints must be done within 15 work days.
4. Evaluation and Follow-up
In cases where the follow-up evaluation indicates dissatisfaction due to the handling department's failure to address the issue or when the demands of businesses and the general public are deemed reasonable but unsatisfactorily handled, the management department of the 12345 Hotline will clearly designate the case for reassignment to the handling department, which, in accordance with laws, regulations, and relevant policies, will provide further explanations or process the issue anew within the designated timeframe. Subsequent follow-up will be conducted after the reprocessing.
After foreign nationals living in Chengdu dial 028-12345 and get connected, they can press "1" for public services or "2" for business services. The bilingual hotline provides manual service in English around the clock.
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Contact Us：86-10-58882453 86-10-58882413