With three-tier connectivity spanning the provincial, municipal, and county levels, enterprises' appeals will not be concluded until their problems are resolved.

On October 8, a reporter learned from the Development and Reform Commission of Hunan Province that, with a focus on the "Enterprise Service Year" initiative, Hunan's business environment complaints and requests handling platform has been officially launched after successive upgrades. The platform achieves full connectivity across provincial, municipal, and county levels, building a "one-stop processing" closed-loop handling system for enterprise-related appeals, and elevating the quality and efficiency of enterprise appeal handling to a new level.

This year marks Hunan's "Enterprise Service Year." According to the work deployment of the CPC Hunan Provincial Committee and the Hunan Provincial People's Government, the Hunan Provincial Bureau of Private Economy (Hunan Provincial Bureau of Business Environment Development) has carefully developed distinctive government-enterprise communication activities such as "Breakfasts with Private Entrepreneurs" and "Private Enterprise Open Days." Enterprises can raise operational difficulties and offer suggestions at any time through various channels, including visits, letters, phone calls, and online platforms.

Zhang Jianjun, director of the bureau's Coordination Service Division, explained that the 2.0 version of the complaints and requests handling platform has been upgraded based on the original Hunan Provincial Business Environment Network. The upgraded platform focuses on addressing shortcomings in online handling of appeals at the county level, expanding the coverage of appeal handling from the previous provincial and municipal levels to the provincial, municipal, and county levels.

The new platform establishes a full-process digital supervision mechanism. Appeals are traceable throughout the entire process from submission, assignment, handling to feedback, and enterprises can check the handling progress at any time, adhering to the principle that "enterprises' appeals will not be closed until their problems are resolved." In terms of the review mechanism, a three-level review and check system has been implemented, clearly stipulating that no delegating of assigned cases is allowed, and units being complained against must follow the "recusal principle"; supporting evidence must be uploaded upon closure. The bureau will also conduct follow-up visits to the handling units, taking enterprise satisfaction and completion rate as important evaluation indicators, which will be linked to the annual business environment assessment.

Regarding handling time limits, the platform specifies that general appeals are accepted on the same day, assigned within 24 hours, and resolved within 15 working days. For complex, difficult, or special cases, an extension of handling can be requested in accordance with prescribed procedures, thereby ensuring categorized handling and proper resolution.

As of September 30, the province's "Enterprise Service Year" initiative has collected a total of 15,984 enterprise-related cases, of which 14,231 have been completed, 1,751 are still in progress, with a completion rate of 89.03%.

This article is from Hunan Provincial Government. www.enghunan.gov.cn.

Translator: Xiao Juan

Chinese source: hunan.gov.cn