Main duties:
1. Draft local rules, regulations, and policies on public complaints and proposals, and implement them upon approval.
2. Supervise, coordinate and provide guidance to work on public complaints and proposals in Shenzhen; deal with letters, visits, phone calls and Internet complaints and disposals transferred from the CPC Shenzhen Municipal Committee, the Municipal Government and other governing departments; arrange for the receiving of visitors for leaders of the CPC Shenzhen Municipal Committee and the Municipal Government; handle email complaints and proposals delivered to city government leaders; suggest on the work of relevant government offices and staff, and on disciplinary sanction of such offices and staff.
3. Handle requests delivered to the Municipal Government for reviewing and re-examining responses to public complaints and proposals; manage and guide public hearings on major cases of public complaints and proposals.
4. Collect, sort out and handle public proposals; transfer and supervise the handling of public proposals.
5. Take charge of the management, coordination, and services of reception windows at the public complaints and proposals hall.
6. Guide the work of persuading individuals who bypass local authorities to submit their complaints and proposals back to immediate authorities; assist relevant law enforcement authorities to handle petitions conducted at non-petition-receiving locations.
7. Build and improve a system for reporting complaint and proposal information; regularly submit reports to the CPC Shenzhen Municipal Committee and the Municipal Government on public complaints and proposals; conduct investigations on public complaints and proposals regarding policy-related and fundamental, as well as hot and tough issues; oversee prominent problems in public complaints and proposals, and group incidents; provide guidance to solutions for disputes in public complaints and proposals.
8. Be responsible for the publicity of laws, regulations, and policies on letters and visits; organize training for personnel dealing with public complaints and proposals; plan and guide the construction of a digital system for public proposals and complaints.
9. Conduct performance evaluation of work regarding public complaints and proposals, and implement an accountability system.
10. Manage the imprest fund for public complaints and proposals.
11. Complete other tasks assigned by the CPC Shenzhen Municipal Committee, Municipal Government, and other governing departments.
12. Function transformation. The Public Complaints and Proposals Bureau of Shenzhen Municipality should make full use of modern information technology to strengthen the construction of “smart letters and visits,” as well as to analyze and prevent problems from the source; should handle disputes in a timely and immediate way under the law; should fully utilize public complaints and proposals to understand the people, use the people’s wisdom, protect the people’s interests, and unite the people, and to facilitate the harmony and stability of the society.