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GB/T 46818-2025: Specification on the disposal of requests on government service hotline
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| Std ID | Contents [version] | USD | STEP2 | [PDF] delivered in | Standard Title (Description) | Status |
| GB/T 46818-2025 | English | 219 |
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Specification on the disposal of requests on government service hotline
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Standard similar to GB/T 46818-2025 GB/T 42500 | GB/T 42496 | GB/T 42504 | GB/T 46964 | GB/T 35659 | Basic data | Standard ID | GB/T 46818-2025 (GB/T46818-2025) | | Description (Translated English) | Specification on the disposal of requests on government service hotline | | Sector / Industry | National Standard (Recommended) | | Classification of Chinese Standard | A16 | | Classification of International Standard | 01.120 | | Word Count Estimation | 10,191 | | Date of Issue | 2025-12-27 | | Date of Implementation | 2026-01-01 | | Issuing agency(ies) | State Administration for Market Regulation, Standardization Administration of China | GB/T 46818-2025: Specification on the disposal of requests on government service hotline---This is a DRAFT version for illustration, not a final translation. Full copy of true-PDF in English version (including equations, symbols, images, flow-chart, tables, and figures etc.) will be manually/carefully translated upon your order.
ICS 01.120
CCSA16
National Standards of the People's Republic of China
Standardized Handling of Public Service Hotline Requests
Published on 2025-12-27
Implemented on 2026-01-01
State Administration for Market Regulation
The State Administration for Standardization issued a statement.
Table of contents
Preface III
Introduction IV
1.Scope 1
2 Normative References 1
3.Terms and Definitions 1
4.General Requirements 1
4.1 Improve channels and classify and process data 1
4.2 Precise task allocation and improved effectiveness 1
4.3 Risk Prevention and Governance Empowerment 2
5.Channels for handling complaints 2
6.Scope of Complaint Acceptance 2
7.Complaint Handling Process 2
7.1 Acceptance of 2
7.2 Categorized Processing 2
7.3 Results Feedback 3
7.4 Follow-up Visits and Evaluation 4
7.5 Supervision 4
7.6 Completed 4
7.7 Archive 4
8.Continuous improvement 4
Reference 5
Foreword
This document complies with the provisions of GB/T 1.1-2020 "Standardization Work Guidelines Part 1.Structure and Drafting Rules of Standardization Documents".
Drafting.
Please note that some content in this document may involve patents. The issuing organization of this document assumes no responsibility for identifying patents.
This document was proposed and is under the jurisdiction of the National Technical Committee on Standardization of Administrative Management and Services (SAC/TC594).
This document was drafted by the China National Institute of Standardization.
The main drafters of this document are. Luo Fangping, Lu Lili, Feng Lei, Dong Gao, and Yang Jingna.
Introduction
The State Council's Guiding Opinions on Further Optimizing Government Services, Improving Administrative Efficiency, and Promoting "Efficient Completion of One Thing" were released in January 2024.
The "Opinions" (State Council Document No. 3 [2024]) require "continuously improving the efficiency of handling cases via the 12345 hotline" and "creating a convenient, efficient, standardized, and intelligent government service."
"General Customer Service". The "Opinions of the General Office of the State Council on Further Regulating and Improving the 12345 Hotline Service" (issued in June 2025)
Letter No. 66 of 2025 requires that, "guided by promoting 'efficiently handling one matter,' we should strengthen the standardized management of the 12345 hotline, improve its working mechanism, and enhance..."
Leveraging digital technology to enhance service efficiency, better fulfill the role of service windows, better address the urgent needs and concerns of the public and businesses, and better contribute to improving government services.
"Government governance level".
To implement the requirements of relevant documents and provide standard technical support, the China National Institute of Standardization organized the drafting of the "Government Service Hotline".
The "Standardized Handling of Complaints" clarifies the channels for accepting complaints, the scope of acceptance, the handling process, and continuous improvement, and proposes standards for each stage of complaint handling.
Standard requirements. This document will provide unified operational guidelines for the 12345 hotline management agency and handling units, ensuring timely and standardized handling of public and business inquiries.
This provides a reference for industry demands.
Standardized Handling of Public Service Hotline Requests
1 Scope
This document outlines the general requirements for handling requests through the 12345 government service hotline (hereinafter referred to as the "12345 hotline"), and the procedures for accepting such requests.
Contents include channels, scope of complaint acceptance, complaint handling procedures, and continuous improvement.
This document applies to the handling of requests by the 12345 hotline management agency and relevant departments.
2 Normative references
The contents of the following documents, through normative references within the text, constitute essential provisions of this document. Dated citations are not included.
For references to documents, only the version corresponding to that date applies to this document; for undated references, the latest version (including all amendments) applies.
This document.
GB/T 44189-2024 Guidelines for the Operation of Government Service Hotlines
3 Terms and Definitions
The terms and definitions defined in GB/T 44189-2024, as well as the following terms and definitions, apply to this document.
3.1
request
Inquiries, requests for assistance, complaints, reports, and suggestions can be submitted through the 12345 hotline.
3.2
claimant
Natural persons, legal persons or other organizations that submit requests through the 12345 hotline.
3.3
The organization responsible for the establishment, planning, construction, operation, and management of the 12345 hotline system.
3.4
The handling department
The specific units responsible for handling and responding to the demands of the public and businesses include government departments and enterprises that undertake public management and service functions.
Position, etc.
4.General Requirements
4.1 Improve channels and classify and process data.
The channels for handling complaints through the 12345 hotline should be improved to ensure efficient responses. Complaints received through the 12345 hotline should be categorized and processed accordingly.
Requests falling within the scope of acceptance should be handled promptly, while requests exceeding the scope should be properly addressed with explanations and clarifications, ensuring that both the public and businesses are satisfied.
This not only improves employee satisfaction but also reduces the burden on grassroots staff.
4.2 Precise task allocation and improved effectiveness
A dynamically updated list of requests should be established, clearly defining the responsible departments. The assignment rules should be optimized to reduce duplicate assignments and improve the accuracy of assignments.
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