关于进一步建立健全本市权籍测绘投诉机制的通知

沪规划资源登〔2021〕60号

市自然资源确权登记局，各区规划资源局，市、各区自然资源确权登记事务中心，市测绘地理信息产业协会:

  为进一步建立健全权籍测绘投诉机制，推进投诉处理工作的规范化和制度化，切实解决企业群众遇到问题，确保权籍测绘投诉的专业、独立、高效、公正，现就加强地籍测绘和权属调查投诉处理工作通知如下：

  一、提高认识

  地籍测绘和权属调查成果是办理不动产登记的基础数据，直接影响到不动产自然状况的准确度，关系到企业群众的切身利益。建立健全权籍测绘投诉机制是改进工作作风、确保工作规范、维护企业群众合法权益的重要保障，各单位应予高度重视。

  二、畅通渠道

  为进一步畅通地籍测绘和权属调查工作的投诉渠道，在原有962988投诉热线的基础上，优化完善在线投诉网站。网站设在市测绘地理信息产业协会官网，确保第三方受理的独立性，提高易用性。

  三、投诉内容

  涉及地籍测绘和权属调查工作中下列问题，均可以通过市测绘地理信息产业协会官网在线提出投诉。

  （一）服务态度方面。如存在服务态度恶劣、不耐心聆听、故意刁难等。

  （二）工作程序方面。未遵循规定程序，工作流程不规范，超时办结，地籍图、测绘调查成果存在错误未及时更正等。

  （三）意见建议方面。反映权籍测绘机构有关情况或提出相关工作意见建议的。

  四、规范程序

  上海市测绘地理信息产业协会负责投诉处理的具体工作，处理程序主要包括受理、调查、交办和答复三个部分。

  （一）受理。接到投诉后，评估并确认是否属于投诉处理范围。属于处理范围的，应及时受理。不属于处理范围的，应明确告知投诉渠道。

  （二）调查。由市测绘地理信息产业协会从不动产地籍测绘和权属调查投诉受理工作专家库中随机抽取专家人选，发挥专业优势，独立开展调查，在30天内形成调查结论和处理意见。

  （三）交办和答复。处理意见包括调查结论、针对被投诉权籍测绘机构发生问题的整改建议以及给投诉人的回复意见，形成投诉处理报告，直接答复投诉人，同时转交上海市自然资源确权登记局。上海市自然资源确权登记局收到报告后进行落实处理，如果认为报告有问题，须向投诉人和市测绘地理信息产业协会做出详细说明。

  五、加强监督

  市规划资源局对市自然资源确权登记局的投诉处理情况进行监督，并通过办公系统实时跟进处理进度，督促市自然资源确权登记局和市、区自然资源确权登记事务中心及时完成投诉处理工作。

  六、广泛宣传

  各区规划资源主管部门要利用网站、微信公众号、易拉宝等多种形式加大对投诉渠道和投诉程序的宣传。市测绘地理信息产业协会要在官网公开所有案件的处理结果，投诉人可实时跟踪办理进度，查看投诉处理报告。

  在线投诉网站：http://www.shsmgis.cn/

上海市规划和自然资源局

2021年2月22日

Notice on the Further Establishment and Improvement of the Complaint Mechanism of Title Surveying and Mapping in Shanghai

H.G.H.Z.Y.J [2021] No. 60

To  Bureau of Natural Resources Title Confirmation and Registration,  district planning and resources bureaus, municipal and district natural  resources title confirmation and registration s, and Shanghai  Surveying, Mapping and Geospatial Information Society:

  In  order to further establish and improve the complaint mechanism of title  surveying and mapping, promote the complaint handling to be  standardized and institutionalized, effectively solve the problems  encountered by enterprises and the public, and ensure that the complaint  handling of title surveying and mapping is professional, independent,  efficient and fair, the provisions on strengthening the complaint  handling of cadastral surveying and mapping and title investigation is  notified as follows:

  I. Raise awareness

  The  results of cadastral surveying and mapping and title investigation are  the basic data for immovable property registration, which directly  affects the accuracy of the natural conditions of immovable property and  touches on the vital interests of the enterprises and the public.  Establishing and improving the complaint mechanism of title surveying  and mapping is an important guarantee for improving working style,  maintaining work specifications, and safeguarding the legitimate rights  and interests of the enterprises and the public. Therefore, all units  should attach great importance to it.

  II. Unblocked channels

  In  order to further make the complaint channels for cadastral surveying  and mapping and title investigation unblocked, in addition to the  original 962988 complaint hotline, an online complaint website has been  optimized and improved. The website is arranged on the official website  of Shanghai Surveying, Mapping and Geospatial Information Society to  ensure the independence of third-party acceptance and increase  accessibility.

  III. Complaint contents

  All  complaints on the following issues related to cadastral surveying and  mapping and title investigation can be filed online through the official  website of Shanghai Surveying, Mapping and Geospatial Information  Society.

  (1) Service attitude. The problems such as bad service attitude, being impatient of listening, deliberately creating difficulties, etc.

  (2) Working procedures. Failure  to comply with prescribed procedures, non-standard work flow, overtime  processing, errors in cadastral maps and surveying results that were not  corrected in time, etc.

  (3) Opinions and suggestions. Reflecting  the relevant situation of the title surveying and mapping agencies or  putting forward relevant working opinions and suggestions.

  IV. Standard procedures

  Shanghai  Surveying, Mapping and Geospatial Information Society is responsible  for the specific work of handling complaints. The handling procedures  mainly include three parts: acceptance, investigation, and assignment  & reply.

  (1) Acceptance. After  receiving the complaint, evaluate and confirm whether it falls within  the scope of complaint handling. If it is, it shall be accepted in time.  If not, the corresponding complaint channel shall be informed exactly.

  (2) Investigation. Shanghai  Surveying, Mapping and Geospatial Information Society randomly selects  experts from the expert database of complaint acceptance of immovable  property cadastral surveying and mapping and title investigation, and  the experts give full play to professional advantages, independently  conduct investigations, and provide investigation conclusions and  handling opinions within 30 days.

  (3) Assign & reply. Handling  opinions consist of investigation conclusions, rectification  suggestions for the problems of the complained title surveying and  mapping agency, and response opinions to the complainant. A complaint  handling report should be provided to directly respond to the  complainant, and forwarded to the Bureau of Natural Resources Title  Confirmation and Registration. After receiving the report, the Bureau of  Natural Resources Title Confirmation and Registration shall implement  the report. If it considers that there is a problem with the report, it  shall make a detailed explanation to the complainant and Shanghai  Surveying, Mapping and Geospatial Information Society.

  V. Enhance supervision

  Shanghai  Municipal Bureau of Planning and Resources supervises the handling of  complaints by the Bureau of Natural Resources Title Confirmation and  Registration, and follows up the handling progress in real time by the  office system, and urges the Bureau of Natural Resources Title  Confirmation and Registration and the municipal and district natural  resources title confirmation and registration s to timely complete  complaint handling.

  VI. Extensive publicity

  The  competent departments of planning and resources in all districts shall  make use of various forms such as websites, WeChat official accounts,  roll-up banners, etc. to increase publicity of complaint channels and  complaint procedures. Shanghai Surveying, Mapping and Geospatial  Information Society shall publish the results of all cases on its  official website, and the complainant can track the handling progress in  real time and view the complaint handling report.

  Online complaint website: http://www.shsmgis.cn/

Shanghai Municipal Bureau of Planning and Natural Resources

February 22, 2021