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Beijing Municipal Commission of Planning and Natural Resources
Regulations on Further Establishing and Improving the Complaint Mechanism of Real Estate Registration and Ownership Surveying and Mapping

Jing Gui Zi Fa〔2019〕No. 91

All branches and registration centers:

To further optimize the reform of business environment, provide better work and services for real estate registration, and improve the complaint work concerning real estate registration and ownership surveying and mapping, related matters are hereby notified as below:

I. Improve ideological understanding

Real estate is a major property of the people. The quality of real estate registration and ownership surveying and mapping is directly related to the tangible interests of the people. Real estate registration is a statutory system for protecting the legitimate rights and interests of real estate obligees and maintaining the security of transactions. The work of ownership surveying and mapping directly affects whether or not the natural condition of real estate can be accurately reflected. Establishing and improving the complaint mechanism for real estate registration and ownership surveying and mapping is an important guarantee for listening to the opinions and suggestions of the people, improving the work style, and ensuring that the work is conducted in a standardized, incorruptible, and efficient manner. It must be given high priority.

II. Content that can be complained

1. Staff service attitude issues.

For instance, there are such phenomena as "being reluctant to let the people enter the work area, wearing a long face, talking harshly, and finding excuses not to address issues", indicating the existence of some staff's bad attitudes, rude words, and embarrassment of the people.

2. The issues of staff members' violation of Party and government disciplines.

Staff members may cause such issues as lazy and idle administration, abuse of authority, dereliction of duty, and graft and corruption to cause.

3. The issue of work completed in a non-standard manner.

Staff members fail to follow the rules to provide services, with a non-standardized work process. They refuse to correct the mistakes in real estate registration results, cadastral maps and surveying and mapping results, etc. Sometimes, there is the issue of completing business overtime.

4. Suggestions and opinions on work.
They include suggestions and opinions raised for staff management, registration lobby construction, and business settlement, and other aspects.

5. Reflecting related situations or filing complaint requests.

Reflecting related situations about real estate registration agencies and ownership surveying and mapping agencies or filing related complaint requests.

III. Compliance channels

1. If anyone wants to report the staff service attitude issues, he or she can make complaints in the following ways, submitting complaints to government affairs service authorities of all the districts of Beijing, dialing Beijing Municipal Government Service Hotline 12345, or complaining through 12345 Weibo, local massage board of people.com.cn, "Beijing Pass" APP, and other means.

2. If anyone wants to report the issues of staff members' violation of Party and government disciplines, he or she can dial the unified complaint hotline 12388 for national discipline inspection and supervision authorities before filing complaints to discipline inspection and supervision departments at the municipal and district levels. Complaints can be made to Discipline Inspection and Supervision Departments of Beijing Municipal Commission of Planning and Natural Resources and various branches (see appendix).

3. If anyone wants to report the issue of work completed in a non-standard manner, he or she can make complaints in the following ways, dialing Beijing Municipal Government Service Hotline 12345, complaining through 12345 Weibo, local massage board of people.com.cn, "Beijing Pass" APP, or directly filing complaints to Beijing Municipal Commission of Planning and Natural Resources and various branches.

4. If anyone puts forwards suggestions and opinions on work, he or she can propose them for government affairs departments of all the districts of Beijing, petition authorities at the municipal and district levels, Beijing Municipal Commission of Planning and Natural Resources and various branches and real estate registration centers of all the districts.
5. If anyone wants to reflect related situations or file complaint requests, he or she can complete complaints to petition authorities at the municipal and district levels, and Beijing Municipal Commission of Planning and Natural Resources and various branches.

IV. Handling of complaint content

Relevant departments receiving complaints shall ensure that complaints hotlines can be gotten through normally. Staff members shall listen carefully to the complaints of the people and make records properly. If a compliant falls within the handling scope of a department, the department shall handle it properly according to laws and regulations and in accordance with the work flow, and give the feedback of handling results to the person making the complaint in time. If a complaint does not fall within the scope of a department, the department shall clearly tell the person making the complaint to report issues to the relevant functional departments.

The regulations are hereby released.

Appendix: Complaints Hotlines of Discipline Inspection and Supervision Departments of Beijing Municipal Commission of Planning and Natural Resources and various branches

Beijing Municipal Commission of
Planning and Natural Resources
                   April 3, 2019

Appendix:

Complaints Hotlines of Discipline Inspection and Supervision Departments of Beijing Municipal Commission of Planning and Natural Resources and various branches

Beijing Municipal Commission of Planning and Natural Resources, 55596611;
Dongcheng Branch, 84225647;
Xicheng Branch, 66128433;
Chaoyang Branch, 58670353, 58670380;
Haidian Branch, 82175974;
Fengtai Branch, 63815369;
Shijingshan Branch, 68869787;
Mentougou Branch, 69829694;
Fangshan Branch, 89367266, 89367637;
Tongzhou Branch, 80888965;
Shunyi Branch, 60417210;
Changping Branch, 69716507;
Daxing Branch, 69266819;
Pinggu Branch, 69962876;
Huairou Branch, 69683063;
Miyun Branch, 69054779;
Yanqing Branch, 69102420;
Branch of Beijing Economic-Technological Development Area, 67880187.

The complaints hotlines will be publicized on the official websites of Beijing Municipal Commission of Planning and Natural Resources and all registration halls. If there are any changes, they will be updated in time.