Since 2019, Beijing has handled residents’ complaints under a system called jie su ji ban, handle a complaint as soon as it is received. Its main channel is the 12345 citizen service hotline, which answers 365 days a year, 24 hours a day.
On September 24, 2021, the city adopted Regulations on Handling Complaints Upon Receipt, which then took effect. Each work order now states the deadline by which the complaint must be handled.