To optimize the business environment of Guangzhou, give full play to the bridging role of the Association, and establish an unimpeded complaint channel, Guangzhou Association of Real Estate Agentswill independently engage in handling complaints relating to real estate registration in Guangzhou. The Association has formulated the Working Mechanism for Handling Complaints Relating to Real Estate Registration in Guangzhou, which shall come into force from the date of issuance of this notice, to further standardize and institutionalize the complaint handling procedure, effectively address the problems encountered by enterprises and the general public, and facilitate the constant improvement of real estate registration efforts in Guangzhou.

　　Appendix:Working Mechanism for Handling Complaints Relating to Real Estate Registration in Guangzhou

　　Guangzhou Association of Real Estate Agents

　　July 26, 2021

Appendix:

　　Working Mechanism for Handling Complaints Relating to Real Estate Registration in Guangzhou

　　Article 1 To optimize the business environment of Guangzhou, give full play to the bridging and bonding role of the Association, and establish an unimpeded complaint channel, Guangzhou Association of Real Estate Agents (hereinafter referred to as the “Association”) will independently engage in handling complaints relating to real estate registration in Guangzhou. This mechanism is developed in consideration of the realities in Guangzhou to further standardize and institutionalize the complaint handling procedure, effectively address the problems encountered by enterprises and the general public, and facilitate the constant improvement of real estate registration efforts in Guangzhou.

　　Article 2 The Association shall observe the principles of “professionalism, independence, efficiency, and impartiality” in handling complaints relating to real estate registration.

　　Article 3 If enterprises and the general public encounter the following circumstances when handling formalities at real estate registration agencies in Guangzhou, they may file complaints via any of the following three channels: the complaint hotline (020-66679004), email (gzrea_fw@126.com), and the official website of the Association (www.gzrea.org.cn).

　　(1)Unacceptable service quality or service attitude;

　　(2)Failure to provide registration services at the dedicated enterprise service counters as per relevant requirements and procedures;

　　(3) Failure to implement the accountability system for staff members who accept an application;

　　(4) Failure to provide relevant information in writing once and for all for the applicant;

　　(5) Failure to conclude the processing of the real estate registration application within the time limit specified on the receipt issued to the applicant.

　　Article 4 The Association shall not accept complaints involving the following circumstances:

　　(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 5 The Secretariat of the Association shall be responsible for the daily management and coordination of complaints relating to real estate registration, including:

　　(1)Engaging in the daily handling of complaints, specifically, acceptance for registration, classification for further processing, investigation, giving replies, and the like;

　　(2) Conducting public disclosure of the result of complaint handling and sorting and archiving materials related to complaints;

　　(3)Coordinating other work related to complaints.

　　Article 6 The Association shall establish relevant working mechanisms of coordination with municipal and district-level authorities for real estate registration, while such authorities 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 7 Upon accepting complaints, the Association shall handle them according to the following procedure:

　　(1) 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 Association should register the contact information of the complainant as well as the content and category of the complaint in accordance with specifications. For complaints beyond the scope of acceptance, the Association shall explain the reasons to the concerned persons and process the cases as complaints not accepted. For matters falling within the scope of enquiry, the Association should give answers on the spot if it could answer them directly; for those that it cannot be directly answered, it shall advise the persons concerned to make enquiries from relevant local departments. For matters falling within the scope of complaint, they shall be investigated and handled according to their respective jurisdictions and responsible entities.

　　(2) Investigation. With ledgers established by the Association, an entity subject to investigation shall make a statement of facts to the Association within seven working days after receiving a notice of investigation, or explain reasons to the Association in time if the complaint is found to be beyond the responsibilities of the entity. The 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 Association for an extension with the reasons explained. The time limit may be appropriately extended with the consent of the Association, but the extension shall be no longer than seven working days.

　　(3) Feedback and replies. The Association shall reply the investigation conclusions and handling opinions directly to the complainant, and give feedback to the entity subject to investigation concurrently.

　　(4) Sorting and archiving. The Association shall establish complaint archives with true, clear, and complete content.

　　Article 8 The Association shall assign dedicated persons to follow up with the handling progress, while the entities subject to investigation shall respond promptly to the complaints, suggestions, and opinions. If they fail to respond in time, the Association shall send reminder letters to urge them to complete the complaint handling in time.

　　Article 9 After the handling of a complaint is completed, the Association shall publish the handling results of the case on its official website. The 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 10 The right to interpret this mechanism is vested in Guangzhou Association of Real Estate Agents.

　　Article 11This mechanism shall come into force from the date of issuance of the notice.