Legal basis: Regulations on Letters and Visits
Article 28 When handling letters and visits, administrative organs and their staff members shall fulfill their duties, act impartially, find out the facts, distinguish their responsibilities, publicize the legal system, educate and guide them, and properly handle them in a timely manner, and shall not shirk, perfunctory or delay.
Twenty-ninth complaints, suggestions and opinions, which are conducive to improving the work of administrative organs and promoting national economic and social development, the relevant administrative organs should seriously study and demonstrate and actively adopt them.
Thirtieth staff of administrative organs who have a direct interest in petitions or petitioners should withdraw.
Article 31 When handling letters and visits, the administrative organ that has the right to handle them shall listen to the facts and reasons stated by the complainant, and may require the complainant, relevant organizations and personnel to explain the situation when necessary. If further verification is needed, an investigation may be made to other organizations and personnel.