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| Order of the State Council of the People's Republic of China | | 中华人民共和国国务院令 |
(No. 431) | |
（第431号） |
The Regulation on Complaint Letters and Visits, which is adopted by the 76th executive meeting of the State Council, is hereby promulgated and shall come into force as of May 1, 2005. | |
《信访条例》已经2005年1月5日国务院第76次常务会议通过，现予公布，自2005年5月1日起施行。 |
Premier Wen Jiabao | |
总理 温家宝 |
January 10,2005 | |
二00五年一月十日 |
Regulation on Complaint Letters and Visits | |
信访条例 |
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| Chapter I General Provisions | | 第一章 总则 |
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| Article 1 The present Regulation is formulated with a view to keeping the people's governments at all levels in close contact with the masses, protecting the legitimate rights and interests of those who complain by letters and visits and preserving the order for making complaints by letters and visits. | | 第一条 为了保持各级人民政府同人民群众的密切联系，保护信访人的合法权益，维护信访秩序，制定本条例。 |
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| Article 2 The term "complaint letters and visits" as mentioned in the present Regulation refers to the activities that a citizen, legal person or any other organization who, by way of letter, e-mail, telephone or visit, etc., reports facts, submits proposals or opinions, or files a complaint to the people's governments at various levels or working departments of the people's governments at or above the county level, which shall be dealt with by the relevant administrative organs according to law. | | 第二条 本条例所称信访，是指公民、法人或者其他组织采用书信、电子邮件、传真、电话、走访等形式，向各级人民政府、县级以上人民政府工作部门反映情况，提出建议、意见或者投诉请求，依法由有关行政机关处理的活动。 |
A citizen, legal person or any other organization who, through any foresaid method, reports facts, submits proposals or opinions, or files a complaint shall be addressed as the complaint maker. | |
采用前款规定的形式，反映情况，提出建议、意见或者投诉请求的公民、法人或者其他组织，称信访人。 |
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| Article 3 The people's governments at all levels or working departments of the people's governments at or above the county level shall properly handle complaint letters and visits, carefully deal with such letters, receive such visitors, listen attentively to the opinions, proposals and requests of the masses, subject themselves to the supervision of the masses and exert themselves to serve the masses. | | 第三条 各级人民政府、县级以上人民政府工作部门应当做好信访工作，认真处理来信、接待来访，倾听人民群众的意见、建议和要求，接受人民群众的监督，努力为人民群众服务。 |
The people's governments at all levels or working departments of the people's governments at or above the county level shall ensure the satisfactory performance of the channels for complaint letters and visits, and provide convenience for complaint makers to report facts, submit proposals or opinions, or file complaints by any method as provided for by the present Regulation. | |
各级人民政府、县级以上人民政府工作部门应当畅通信访渠道，为信访人采用本条例规定的形式反映情况，提出建议、意见或者投诉请求提供便利条件。 |
No organization or individual may retaliate against those who complain by letters or visits. | |
任何组织和个人不得打击报复信访人。 |
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| Article 4 The complaints by letters and visits shall be dealt with under the leadership of the people's governments at all levels and be governed by the principles of territorial jurisdiction, level-to-level administration, "the department that takes charge shall be held responsible", and combining lawful, timely and on-site settlement of problems with ideological education. | | 第四条 信访工作应当在各级人民政府领导下，坚持属地管理、分级负责，谁主管、谁负责，依法、及时、就地解决问题与疏导教育相结合的原则。 |
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| Article 5 The people's governments at all levels or the working departments of the people's governments at or above the county level shall make decisions in a scientific and democratic manner, lawfully perform their duties and prevent, from the root, conflicts and disputes that will incur any complaint by letter or visit. | | 第五条 各级人民政府、县级以上人民政府工作部门应当科学、民主决策，依法履行职责，从源头上预防导致信访事项的矛盾和纠纷。 |
A people's government at or above the county level shall establish, for the handling of complaints by letter or visit, a working pattern of unified leadership, departmental coordination, overall planning and all-round consideration, both temporary and permanent solutions, assumption of its own responsibilities, and joint administration and collective governance, and promptly dissolve conflicts and disputes through joint conferences and by establishing the mechanism of elimination, mediation and handling and the working system for supervising and checking the handling of complaints by letter and visit. | |
县级以上人民政府应当建立统一领导、部门协调，统筹兼顾、标本兼治，各负其责、齐抓共管的信访工作格局，通过联席会议、建立排查调处机制、建立信访督查工作制度等方式，及时化解矛盾和纠纷。 |
The principals of the people's governments at all levels and the working departments of the people's governments at or above the county level shall read and make comments to important letters, receive important visitors, listen attentively to the work reports on complaint letters and visits, and thrash out prominent problems arising from the work of handling complaints by letter and visit. | |
各级人民政府、县级以上人民政府各工作部门的负责人应当阅批重要来信、接待重要来访、听取信访工作汇报，研究解决信访工作中的突出问题。 |
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| Article 6 A people's government at or above the county level shall set up a working organ for the handling of complaints by letters and visits. The working department of the people's government at or above the county level and the people's government at the township level shall, according to the principle of facilitating work and the complaint makers, establish an organ (hereinafter referred to as the working organ for complaint letters and visits) or person to take charge of the handling of complaint letters and visits so as to be specifically responsible for the handling of complaint letters and visits. | | 第六条 县级以上人民政府应当设立信访工作机构；县级以上人民政府工作部门及乡、镇人民政府应当按照有利工作、方便信访人的原则，确定负责信访工作的机构（以下简称信访工作机构）或者人员，具体负责信访工作。 |
A working organ of the people's government at or above the county level for the handling of complaint letters and visits shall be the administrative organ in charge of handling complaint letters and visits of its corresponding people's government and shall perform the following duties: | |
县级以上人民政府信访工作机构是本级人民政府负责信访工作的行政机构，履行下列职责： |
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| (1) Accepting, assigning and transferring the matters as described in the complaint letters and visits; | | （一）受理、交办、转送信访人提出的信访事项； |
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| (2) Handling the matters as described in the complaint letters and visits as assigned by the people's governments at and above the same level; | | （二）承办上级和本级人民政府交由处理的信访事项； |
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| (3) Coordinating the handling of the important complaint letters and visits ; | | （三）协调处理重要信访事项； |
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| (4) Supervising and checking the handling of matters as described in complaint letters and visits; | | （四）督促检查信访事项的处理； |
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| (5) Studying and analyzing the matters relating to complaint letters and visits, making investigation and research and timely putting forward suggestions for perfecting relevant policies and improving the work of the people's government at the same level; and | | （五）研究、分析信访情况，开展调查研究，及时向本级人民政府提出完善政策和改进工作的建议； |
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| (6) Giving instructions to the handling of complaint letters and visits by other working departments of the people's government at the same level and the complaint letter and visit handling organs of the subordinate people's governments. | | （六）对本级人民政府其他工作部门和下级人民政府信访工作机构的信访工作进行指导。 |
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| Article 7 The people's governments at all levels shall establish or improve their work responsibility systems for the handling of complaint letters and visits, and in case there is any breach of duty or malpractice in the handling of complaint letters or visits, the relevant responsible personnel shall be subject to liabilities in strict accordance with the provisions of relevant laws, administrative regulations and the present Regulation, and which shall be circulated within a specific scope. | | 第七条 各级人民政府应当建立健全信访工作责任制，对信访工作中的失职、渎职行为，严格依照有关法律、行政法规和本条例的规定，追究有关责任人员的责任，并在一定范围内予以通报。 |
The people's governments at all levels shall incorporate the performance in the handling of complaint letters and visits into the assessment of civil servants. | |
各级人民政府应当将信访工作绩效纳入公务员考核体系。 |
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| Article 8 Any complaint maker who reports facts, puts forward proposals or opinions, which contributes to the national economy and social development or to improving the work of state organs or to defending social public interests, shall be granted with a reward by a relevant administrative organ or entity. | | 第八条 信访人反映的情况，提出的建议、意见，对国民经济和社会发展或者对改进国家机关工作以及保护社会公共利益有贡献的，由有关行政机关或者单位给予奖励。 |
Any entity or individual who makes outstanding achievements in the handling of complaint letters and visits shall be granted with a reward by the relevant administrative organ. | |
对在信访工作中做出优异成绩的单位或者个人，由有关行政机关给予奖励。 |
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| Chapter II Channels for Making Complaints by Letter and Visit | | 第二章 信访渠道 |
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| Article 9 The people's governments at all levels and the working departments of the people's governments at or above the county level shall announce to the general public the correspondence addresses, e-mails, complaint phone numbers of the organs handling complaint letters and visits, the time and places for accepting complaint letters and visits, the methods for consulting the progress and results of handling complaint letters and visits and any other relevant matters. | | 第九条 各级人民政府、县级以上人民政府工作部门应当向社会公布信访工作机构的通信地址、电子信箱、投诉电话、信访接待的时间和地点、查询信访事项处理进展及结果的方式等相关事项。 |
The people's governments at all levels and the working departments of the people's governments at or above the county level shall publicize the laws, regulations and rules relating to the handling of complaint letters and visits, the procedures for handling complaint letters and visits and any other relevant matter that facilitates the complaint maker at the places for receiving complaint letters and visits or the websites. | |
各级人民政府、县级以上人民政府工作部门应当在其信访接待场所或者网站公布与信访工作有关的法律、法规、规章，信访事项的处理程序，以及其他为信访人提供便利的相关事项。 |
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| Article 10 The people's governments at the level of districted city and at the county level and their working departments as well as the people's governments at the township level shall establish a reception day system for the principals of administrative organs to accept complaint letters and visits, who shall be responsible for coordination in dealing with complained matters. Any complaint maker may make complaints in person to the principal of a relevant administrative organ on the announced reception day and at the announced reception site. | | 第十条 设区的市级、县级人民政府及其工作部门，乡、镇人民政府应当建立行政机关负责人信访接待日制度，由行政机关负责人协调处理信访事项。信访人可以在公布的接待日和接待地点向有关行政机关负责人当面反映信访事项。 |
The principals or the designated personnel of the people's governments at or above the county level and their working departments may go to home places of the complaint maker and interview and communicate with them in regard to prominent problems as exposed thereby. | |
县级以上人民政府及其工作部门负责人或者其指定的人员，可以就信访人反映突出的问题到信访人居住地与信访人面谈沟通。 |
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| Article 11 The working organs of the state for handling complaint letters and visits shall make full use of the information network resources of government affairs available and establish a national information system for the handling of complaint letters and visits so as to facilitate complaint makers in making complaints and in inquiring about the progress of handling the complained matters at their home places. | | 第十一条 国家信访工作机构充分利用现有政务信息网络资源，建立全国信访信息系统，为信访人在当地提出信访事项、查询信访事项办理情况提供便利。 |
A local people's government at or above the county level shall make full use of the information network resources of government affairs available and establish or decide on a local information system of complaint letters and visits so as to achieve interconnection and communication with the said information system of the higher people's governments, relevant departments of the government and the subordinate people's governments. | |
县级以上地方人民政府应当充分利用现有政务信息网络资源，建立或者确定本行政区域的信访信息系统，并与上级人民政府、政府有关部门、下级人民政府的信访信息系统实现互联互通。 |
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| Article 12 The working organ of the people's government at or above the county level for the handling of complaint letters and visits or other relevant work departments shall timely input complaints into their information system of complaint letters and visits, and a complaint maker may consult the progress of handling the complaints that he has filed at the complaint-letter-and-visit working organ of the local people's government or the reception site of the relevant working department upon the strength of the certification of complaint acceptance as issued by the administrative organ. The specific measures and procedures for the implementation thereof shall be formulated by the people's governments of all provinces, autonomous regions and municipalities directly under the Central Government. | | 第十二条 县级以上各级人民政府的信访工作机构或者有关工作部门应当及时将信访人的投诉请求输入信访信息系统，信访人可以持行政机关出具的投诉请求受理凭证到当地人民政府的信访工作机构或者有关工作部门的接待场所查询其所提出的投诉请求的办理情况。具体实施办法和步骤由省、自治区、直辖市人民政府规定。 |
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| Article 13 The people's governments at the level of districted city and at the county level may, in accordance with actual needs for handling complaint letters and visits, establish a work system featured by governmental dominance, social participation and being good for prompt solution of disputes. | | 第十三条 设区的市、县两级人民政府可以根据信访工作的实际需要，建立政府主导、社会参与、有利于迅速解决纠纷的工作机制。 |
The working organ for handling complaint letters and visits shall organize relevant social groups, legal aid institutions, relevant professional personnel and social volunteers to jointly participate in the work so as to lawfully, timely and properly handle the complained matters put forward by the complaint makers by way of consultation, education, negotiation, mediation, hearing, and etc. | |
信访工作机构应当组织相关社会团体、法律援助机构、相关专业人员、社会志愿者等共同参与，运用咨询、教育、协商、调解、听证等方法，依法、及时、合理处理信访人的投诉请求。 |
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| Chapter III Filing of Complained Matters | | 第三章 信访事项的提出 |
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| Article 14 To the duty-related behaviors of the following organizations and personnel, a complaint maker may report the fact, put forward proposals and suggestions, or if he is dissatisfied with the duty-related behavior of the following organizations or personnel, he may file a complaint to the relevant administrative organ: | | |
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| (1) An administrative organ and its functionaries; | | （一）行政机关及其工作人员； |
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| (2) An organization as authorized by a law or regulation to administer public affairs and its functionaries; | | （二）法律、法规授权的具有管理公共事务职能的组织及其工作人员； |
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| (3) An enterprise and public institution offering public services, and their functionaries; | | （三）提供公共服务的企业、事业单位及其工作人员； |
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| (4) Personnel as appointed or designated by state administrative organs to work in a social group or any other enterprise, public institution; or | | （四）社会团体或者其他企业、事业单位中由国家行政机关任命、派出的人员； |
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| (5) A villagers' committee, a residents' committee and their members. | | （五）村民委员会、居民委员会及其成员。 |
For a complained matter that shall be resolved by such statutory methods as litigation, arbitration or administrative reconsideration, the complaint maker shall file it to the relevant organ in accordance with the procedures as provided for in relevant laws and administrative regulations. | |
对依法应当通过诉讼、仲裁、行政复议等法定途径解决的投诉请求，信访人应当依照有关法律、行政法规规定的程序向有关机关提出。 |
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| Article 15 If a complained matter falls within the jurisdiction of the people's congress or the standing committee of the people's congress at or above the county level, the people's court or the people's procuratorate, it shall be brought to the relevant people's congress or the standing committee thereof, the people's court or the people's procuratorate, and the provisions of Articles 16, 17, 18, 19 and 20 shall be abided by. | | 第十五条 信访人对各级人民代表大会以及县级以上各级人民代表大会常务委员会、人民法院、人民检察院职权范围内的信访事项，应当分别向有关的人民代表大会及其常务委员会、人民法院、人民检察院提出，并遵守本条例第十六条、第十七条、第十八条、第十九条、第二十条的规定。 |
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Article 16 In case a complaint maker who chooses to make his complaint by visit, he shall file it to the competent organ of the same level or the next higher level; in case the complained matter has been accepted or is being handled and the complaint maker files the same matter to the next higher organ of the organ that accepted and handled the said matter within the prescribed time limit, the said higher organ may not accept it.
．．．．．． | | 第十六条 信访人采用走访形式提出信访事项，应当向依法有权处理的本级或者上一级机关提出；信访事项已经受理或者正在办理的，信访人在规定期限内向受理、办理机关的上级机关再提出同一信访事项的，该上级机关不予受理。
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