Tanbu township resolves 504 public complaints with 100 percent response rate

Tanbu township in Mengyin county, Linyi, East China's Shandong province, has handled 504 complaints filed through the city's 12345 hotline this year, with a 100 percent response rate and a 100 percent resolution rate, placing it among the top performers in the city.

The figures were released as part of Linyi's ongoing campaign to improve officials' work style and capacity, under which each hotline case is treated as a test of administrative performance.

The 12345 line is the main channel for residents' requests, covering matters from policy inquiries, environmental cleanup and facility repairs to neighborhood disputes and long-standing issues.

The township has adopted a tiered approach: cases are classified by type and assigned to the responsible department, administrative area or village-linked official, with a supervisor overseeing scheduling. Staff must verify and register each case on receipt, then route it to the right unit the same day.

For simple cases, the township aims to resolve and follow up within a day. Complex or disputed cases are logged, assigned to a dedicated task force and tracked through acceptance, verification, handling, feedback and review.

Officials are required to visit the site rather than handle cases from the office. Village-linked officials and administrative area staff conduct door-to-door visits to establish the facts and identify the root of each dispute.

Gao Han, deputy Party secretary and political and legal affairs commissioner of Tanbu township, said cases cannot be settled "on paper" or by inference from a desk, and that officials must go to the village lanes, fields and residents' homes to solve problems on site.

The township said it will keep public satisfaction as the measure of performance and continue the campaign through the year.

Editor：韩蒙蒙