Article 1 The Urban Survey Sub-Association under Guangdong Territorial Spatial Planning Association (hereinafter referred to as the “Planning Association”) has set up the complaint hotline for real estate surveying and mapping and property rights enquiries in Guangzhou to optimize the business environment of Guangzhou, give full play to the bridging role of the industry association, and establish an unimpeded complaint channel. This mechanism is formulated in consideration of the realities in Guangzhou to advance the standardization and institutionalization of complaint handling, truly address the problems encountered by enterprises and the general public, and facilitate the constant improvement of real estate surveying and mapping and property rights enquiries efforts.

　　Article 2 The complaint handling mechanism shall be implemented following the principles of “professionalism, independence, efficiency, and impartiality”..

　　Article 3 Enterprises and the general public may file complaints via any of the following three channels: the complaint hotline (020-83762382), email (gdtspa@gdplan.com), and the official website of the Planning Association (https://gdtspa.org.cn/).

　　Article 4 The complaint hotline mainly handles real-name complaints, suggestions, and opinions regarding the infringement of legitimate rights and interests of stakeholders in real estate surveying and mapping and property rights enquiry efforts in Guangzhou.

　　Article 5 The following matters shall not be accepted as complaints:

　　(1) Matters that should be resolved through such procedures as litigation, arbitration, discipline inspection and supervision, administrative review, and disclosure of government information and matters that have already been received by such channels as public complaints and proposals, litigation, and administrative review;(2) Matters involving state secrets, trade secrets, personal privacy, and violation of public order and good morals;
(3) Other matters not to be accepted as stipulated by laws, regulations, and rules.
For matters not to be accepted, the complainants shall be redirected to other problem reporting channels.

　　Article 6 The Planning Association shall be responsible for the daily management and coordination of the complaint hotline for real estate surveying and mapping and property rights enquiries, including:
(1) Establishing and maintaining a database of experts in real estate surveying and mapping and property rights ownership surveys;
(2) Engaging in the daily handling of complaints, specifically, acceptance for registration, classification for further processing, investigation, giving replies, and the like;
(3) Conducting public disclosure of the result of complaint handling and sorting and archiving materials related to complained matters;
(4) Coordinating other work related to complaints.

　　Article 7 The municipal and district-level authorities for planning and natural resources, as the subjects of investigations into complaints, should assist in the following:

　　(1) Appointing special persons to complete the statement and explanation of the facts on the matters under investigation within the specified time period;

　　(2) Conducting meticulous analyses in consideration of the complaint to promote rectification with complaints and hence reduce the occurrence of complaints;

　　(3) Other work related to complaints.

　　Article 8 The complaints shall be handled according to the following procedure:

　　(1) Acceptance for registration;

　　(2) Classification for further processing;

　　(3) Investigation;

　　(4) Feedback and replies;

　　(5) Sorting and archiving.

　　Article 9 Acceptance for registration. A complaint received shall go through an evaluation to determine whether it falls in the scope of acceptance. Complaints that fall within the scope of acceptance shall be promptly accepted.. For all complaints, the Planning Association should register the contact information of the complainant as well as the content and category of the complaint in accordance with specifications

　　Article 10 Classification for further processing:

　　(1) For complaints beyond the scope of acceptance, the Planning Association shall explain the reasons to the concerned persons and process the cases as complaints not accepted.

　　(2) For matters falling within the scope of enquiry, the Planning Association should give answers on the spot if it could answer them directly; for those that cannot be directly answered, it shall advise the persons concerned to make enquiries from relevant local departments.

　　(3)  For matters falling within the scope of complaint, they shall be investigated and handled according to their respective jurisdictions and responsible entities.

　　Article 11 Investigation. With ledgers established by the Planning Association, an entity subject to investigation shall make a statement of facts to the Planning Association within seven working days after receiving a notice of investigation, or explain reasons to the Planning Association in time if the complaint is found to be beyond the responsibilities of the entity. The Planning Association shall organize special persons to conduct independent investigations for verification and form investigation conclusions and handling opinions within seven working days after receiving the statement of facts.
If the entity subject to investigation fails to make the statement on time due to the complexity of the complaint, the entity may apply to the Planning Association for an extension with the reasons explained. The time limit may be appropriately extended with the consent of the Planning Association, but the extension shall be no longer than seven working days.

　　Article 12 Feedback and replies. The Planning Association shall reply the investigation conclusions and handling opinions directly to the complainant, and give feedback to the entity subject to investigation concurrently.

　　Article 13 Sorting and archiving. The Planning Association shall establish complaint archives with true, clear, and complete content.

　　Article 14 The Planning Association shall assign dedicated persons to follow up with the handling progress of relevant departments and agencies, which shall respond promptly to the complaints, suggestions, and opinions. If they fail to respond in time, the Planning Association shall send reminder letters to urge them to complete the complaint handling in time.

　　Article 15 After the handling of a complaint is completed, the Planning Association shall publish the handling results of all cases on its official website.
Article 16 The Planning Association shall gather and summarize information about the handling of complaints and report it to Guangzhou Municipal Planning and Natural Resources Bureau on a monthly basis.
Article 17 The right to interpret this mechanism is vested in the Urban Survey Sub-Association under Guangdong Territorial Spatial Planning Association.
Article 18 This mechanism shall come into force from the date of issuance.

　　Urban Survey Sub-Association under Guangdong Territorial Spatial Planning Association

　　June 28, 2021