Notice on Strengthening the Handling of Real Estate Registration and Cadastral Surveying and Mapping Complaints in Shanghai

H. G. H. Z. Y. J. [2019] No. 105

Shanghai Municipal Bureau of Natural Resource Ownership Registration, Shanghai Municipal Natural Resource Ownership Registration Center and the real estate registration center of each district:

　　In order to further smooth the complaint channels of real estate registration and cadastral surveying and mapping, ensure the fairness, legality, integrity and efficiency of real estate registration and cadastral surveying and mapping, and promote the standardization and institutionalization of complaint handling, we hereby issue a notice as follows regarding strengthening the handling of real estate registration and cadastral surveying and mapping complaints:

　　I. Raise awareness

　　Complaints are an important way for people to exercise democratic rights and safeguard their legitimate rights and interests. Handling complaints in a timely and proper manner is critical for listening to people's concerns, improve work attitude and enhance work efficiency. Real estate registration and cadastral surveying and mapping have a bearing on the immediate interests of the people, with extensive impact and great responsibility. Relevant units should take a highly conscientious and responsible attitude and take the initiative to deal with complaints in a timely manner.

　　II. Ensure smooth channel

　　In order to further smooth the complaint channels of real estate registration and cadastral surveying and mapping, after research, it is decided that a 962988 complaint hotline should be set up on the basis of the existing directors’ mailbox, petition letter and other general complaint channels. The complaint hotline is under the responsibility of the Shanghai Municipal Bureau of Planning and Natural Resources who should handle all kinds of complaints related to real estate registration and cadastral surveying and mapping.

　　III. Standardize the procedures

　　The Business Supervision Office of Shanghai Municipal Bureau of Planning and Natural Resources is responsible for handling complaints. The complaint handling procedures mainly include acceptance, investigation, handover and reply. After receiving a complaint, the Business Supervision Office should conduct independent investigations and form a conclusion and opinion on handling the complaints within five (5) working days (If the situation is complex and extension of the time limit is necessary, such extension should be approved by the head of the Business Supervision Office, the extension should not exceed 30 working days, and the reasons for the extension should be informed to the complaint). The handling suggestion should then be submitted to Shanghai Municipal Bureau of Natural Resource Ownership Registration for implementation, and a reply should be given to the complaint.

　　IV. Strengthen supervision

　　Shanghai Municipal Bureau of Natural Resource Ownership Registration should report the completion status to the Business Supervision Office upon completion of the relevant work in accordance with the handling suggestion. The Business Supervision Office will supervise and follow up the work done by Shanghai Municipal Bureau of Natural Resource Ownership Registration, and will urge Shanghai Municipal Bureau of Natural Resource Ownership Registration and the municipal and district real estate registration centers to complete the complaint handling in a timely manner.

　　The hotline “962988” for real estate registration and cadastral surveying and mapping complaints will be available to the public on March 10, 2019.

　　Shanghai Municipal Bureau of Planning and Natural Resources

　　March 5, 2019