During a November 11 visit to the 12345 government service hotline center in Siping, Jilin province, acting mayor Zhao Guanghui said officials should not treat a reply to a caller as proof that a problem has been solved. The account was reported by The Paper, citing the “Siping Fabu” WeChat account.
Zhao, who is also deputy secretary of the Siping municipal Party committee, called for closer attention to repeat complaints and common concerns. He identified property management, consumer rights, pollution prevention and labor rights among ten priority areas, and said resolving individual cases should help authorities address broader problems.
He also said requests should not be passed back and forth between departments. Where responsibilities are unclear, officials should determine which unit will handle the case; units or individuals that refuse an assigned case or fail to act on one should be held accountable, he said.
Zhao cautioned that satisfaction ratings must not become an unlimited burden on frontline staff. He called for measures that account for both the resolution of reasonable requests and the exclusion of unreasonable complaints. Under the approach he described, requests clearly outside an agency’s responsibilities or contrary to public norms could be withdrawn or closed in accordance with applicable rules.
Citing an earlier Jilin Daily report, The Paper said Siping’s hotline handled 556,000 requests, complaints, reports, inquiries and suggestions from businesses and residents between January and October 2026. The reported resolution rate was 99.6%; timely acceptance and on-time completion rates were both 100%. The call connection rate was 98.9%, and caller satisfaction was 99.9%.
