(1) For all the call complaints from the masses, register the incoming call numbers, record details of the call complaints, and keep the call complaint records confidential and not lost; register and number all the letter complaints from the masses, and keep the records of letter complaints confidential and not be lost; warmly receive all the visitors lodging complaints, patiently listen to their statements, carefully register and record them, and handle them appropriately in accordance with the principle of "graded responsibilities and centralized handling" and relevant policies and regulations.
(2) For the call, letter, and visit complaints from the masses, do a good job in planning, transferring and urging based on the priority of the contents. In principle, the acceptance period is 3 months. Except for anonymous letters, after the investigation ends, inform the respondent of the handling result of the complaint in a timely manner. If it is difficult to handle the matter for the time being, explain the situation to the caller.
(3) When receiving the opinions put forward by the complainant, listen patiently and try the best to answer and solve the matters raised by the complainant. For the issue that cannot be answered on the spot and cannot be solved at the moment, do ideological work for the complainant following the principle of moving with emotion and enlightening with reason, and patiently guide him/her; for the issue that does not fall within the jurisdiction, point out the direction and procedures, and enthusiastically help contact relevant departments to properly handle it.
(4) Take timely measures for major and tough complaint issues to stabilize the mood of the complainant. For the issues with early signs, tendencies, and policy implications involved in the complaints, make comprehensive analysis in time to provide it for leaders for reference, quickly draw up a special report, submit it to the leaders for reading and approval, and carry out supervision and implementation according to the instructions of the leaders.
(5) For the issues raised by the complainants, before the investigation and clarification of the facts, do not easily affirm or deny them, or make wishes or criticize them at will; keep secret the issues and contents reflected by the complainants, and do not disclose or transfer the report materials and relevant information to the accused object.
(6) File the call, letter, and visit complaints that need to be filed.