1. After the call is connected, you will first be answered by a voice prompt in Chinese; please press 1 for individual complaint channel;

2. Tell the operator the details of your case and provide the information listed in STEP 1. (The 12345 hotline of Beijing Municipality currently provides services in eight foreign languages including English, French, Spanish, Russian, German, Japanese, Korean and Arabic. If you file your complaint in one of these languages, the operator will transfer your call to the foreign language customer services.)