重庆市渝中区外商投诉协调中心办事指南（中英文）

Chongqing Yuzhong District Foreign Investor Complaint Coordination Center

Service Guide

重庆市渝中区外商投诉协调中心办事指南

Article 1 Chongqing Yuzhong District Foreign Investor Complaint Coordination Center

第一章重庆市渝中区外商投诉协调中心

Chongqing Yuzhong District Foreign Investor Complaint Coordination Center (hereinafter referred to as the “Center”) is a special agency set up by Yuzhong District Government to improve the investment environment of the district, being dedicated to strengthening of complaint management in support of foreign enterprises (including enterprises of Hong Kong, Macao and Taiwan, hereinafter all referred to as the “foreign-invested enterprises”). The office is in the Foreign Investment and Foreign Trade Division of Chongqing Yuzhong District Commission of Commerce.

重庆市渝中区外商投诉协调中心是渝中区为进一步改善辖区投资软环境，加强外商（包括港、澳、台商，以下统一简称为“外商”）投资企业投诉处理工作而设立的专门机构。办公室设在重庆市渝中区商务委员会外资外贸科。

1.Principle of work

一、工作宗旨

Acting by law; protecting lawful rights; resolving disputes; and promoting development.

依法办事、公平维权、化解矛盾、促进发展。

At the Center, acting by law is the principle of work; protecting lawful rights is the responsibility; resolving disputes is the job duty; and promoting development is the goal.

依法办事是中心工作的原则，公平维权是中心工作的职责，化解矛盾是中心工作的内容，促进发展是中心工作的目标。

2. Key responsibilities

二、主要职责

1)To organize and coordinate the complaint filed by foreign-invested enterprises in Yuzhong District.

（一）组织协调渝中区外商投资企业投诉工作；

2)To handle complaint lodged by lawful foreign-invested enterprises and investors in Yuzhong District.

（二）受理在渝中区依法设立的外商投资企业及其投资者的投诉事项；

3)To monitor, supervise, inspect and coordinate the handling of major complaint.

（三）督促、检查、协调重大投诉事项的处理；

4)To study and analyze complaint, and promptly put forward suggestions for improvement of policies and administrative measures.

（四）研究、分析投诉情况，及时提出完善政策和改进工作的建议；

5)To provide guidance and assistance in settlement of foreign investment-related disputes as well as to provide help in litigation and arbitration proceedings.

（五）为外商投资纠纷的解决提供指导和帮助，提供诉讼及仲裁方面的协助；

6)To provide policy and legal consultancy for foreign investment.

（六）为外商投资提供政策法律方面的咨询和服务等。

Complaint Tel: 86-23-63765291

投诉咨询电话：023-63765291

Fax: 86-23-63847471

传真：023-63847471

Email: 1057754229@qq.com

投诉工作邮箱：1057754229@qq.com

Mailing address for complaint submitted in writing: Foreign Investment and Foreign Trade Division, 10/F, Xinghe Business Building, No. 1, Heping Road, Yuzhong District, Chongqing

纸件投诉邮寄地址：重庆市渝中区和平路1号星河商务大厦10楼1009外资外贸科。

Article 2 Complaint Acceptance Requirement

第二章受理条件与要求

1.Definitions

一、有关定义

1)Instances of complaint

（一）投诉。

In the first instance, in case that foreign-invested enterprises and foreign investors hold that the administrative act of administrative organs (including organizations authorized by laws and regulations for management of public administration) and their staff members have infringed their lawful rights and interests, the foreign-invested enterprises and foreign investors are entitled to appeal to the complaint handling agency for a coordinated solution; in the second instance, foreign-invested enterprises and foreign investors may report to the complaint handing agency the problems existing in the investment environment and feel free to make suggestion for improvement of relevant policies and measures.

一是外商投资企业、外国投资者认为行政机关（包括法律、法规授权的具有管理公共事务职能的组织）及其工作人员的行政行为侵犯其合法权益，向投诉工作机构申请协调解决的行为。二是投诉人向投诉工作机构反映投资环境方面存在的问题，建议完善有关政策措施的行为。

2)Complainant

（二）投诉人。

Foreign-invested enterprises and foreign investors in Yuzhong District, Chongqing.

重庆市渝中区范围内的外商投资企业、外国投资者。

3)Respondent

（三）被投诉人。

The relevant departments and staff members of Yuzhong District Chongqing; the involved administrative organs and staffs in Yuzhong District, who are significantly influential home and abroad, to whom the Center considers itself to be able to handle the case of complaint.

重庆市渝中区有关部门及其工作人员；在渝中区范围内或者国际国内有重大影响，中心认为可以由其处理的事项中所涉及的行政机关及其工作人员。

2.Complaint documentation requirement

二、投诉材料要求

When lodging a complaint, the complainant shall submit written complaint documents, which can be submitted on the spot, by letter, fax, e-mail or online submission. The complaint documents shall include:

投诉人提出投诉事项，应当提交书面投诉材料。投诉材料可以现场提交，也可以通过信函、传真、电子邮件、在线申请等方式提交。投诉材料应包括：

1)Complainant’s name, mailing address, zip code, relevant contact person and contact information, corporate entity documents and qualifications, and date of filing of complaint.

（一）投诉人的姓名或者名称、通讯地址、邮编、有关联系人和联系方式，主体资格证明材料，提出投诉的日期；

2)Respondent’s name, mailing address, zip code, relevant contact person and contact information.

（二）被投诉人的姓名或者名称、通讯地址、邮编、有关联系人和联系方式；

3)Explicit contents and claims of complaint (preferable use of the “foreign investor complaint template”)

（三）明确的投诉事项和投诉请求（投诉申请建议以《外商投资企业投诉书模板》进行书写）；

4)Facts, evidence and argumentation, which may be provided, along with any legal basis which can be used as a support.

（四）有关事实、证据和理由，如有相关法律依据可以一并提供；

5)A description to say if any circumstances would involve the provisions of the Article 14 (8) and (9) of the Management of Complaint of Foreign-Invested Enterprises issued under Order No.3 of 2020 by the Chinese Ministry of Commerce.

（五）是否存在《外商投资企业投诉工作办法》（商务部令2020年第3号）第十四条第（八）、（九）项所列情形的说明。

Where the complainant wishes to report problems existing in the investment environment, the complaint’s documents shall include the information required in the aforesaid Item 1), descriptions of the problems in the investment environment, specific opinions and suggestions on policies and measures.

投诉人反映投资环境方面存在的问题，投诉材料应当包括前款第（一）项规定的信息、投资环境方面存在的相关问题以及具体政策措施建议。

The complaint documents shall be written in the Chinese language; in case of original documents or evidence in a foreign language, an accurate and complete Chinese translation shall be submitted.

投诉材料应当用中文书写。有关证据和材料原件以外文书写的，应当提交准确、完整的中文翻译件。

The complainant may delegate other person to make the complaint, in which case the complainant’s identity certificate, the power of attorney and the identity certificate of the delegated person shall be submitted in addition to the documents required as above. The power of attorney shall clearly state the details of delegation, the limit of authority and time.

投诉人可以委托他人进行投诉。投诉人委托他人进行投诉的，除上述规定的材料以外，还应当提交投诉人的身份证明、出具的授权委托书和受委托人的身份证明。授权委托书应当载明委托事项、权限和期限。

3.Rejection of complaint

三、不予受理条件

1)The complainant being not a foreign-invested enterprise or foreign investor.

（一）投诉主体不属于外商投资企业、外国投资者的；

2)Request for coordinated solution to civil and commercial disputes with other natural persons, legal persons and other organizations, or matters beyond the scope of handling of complaint of foreign-invested enterprises as provided for in this Service Guide.

（二）申请协调解决与其他自然人、法人或者其他组织之间民商事纠纷，或者不属于本办法规定的外商投资企业投诉事项范围的；

3)A complaint that does not fall within the scope of the handling of complaint of the Center.

（三）不属于中心的投诉事项处理范围的；

4)After being notified to submit correct and complete documents, the complainant still fails in submission of acceptable documents.

（四）经通知补正后，投诉材料仍不符合要求的；

5)The complainant fabricates or alters evidence, or obvious lacks factual basis.

（五）投诉人伪造、变造证据或者明显缺乏事实依据的；

6)Repeated submission of complaint to the Center without new evidence or legal basis.

（六）没有新的证据或者法律依据，向中心重复投诉的；

7)A same complaint which has already been accepted or handled by other government departments.

（七）同一投诉事项已经由信访等部门受理或者处理终结的；

8)A same complaint which has already been brought into the process of administrative review or administrative litigation.

（八）同一投诉事项已经进入或者完成行政复议、行政诉讼等程序的。

4.Time limit of complaint acceptance

四、受理时限

1)In case that the complaint documents are incomplete, the Center shall, within 7 working days after receipt of the complaint documents, inform once and for all the complainant in writing to make submission in the form of the Request for Submission of Complete Documents for Lodge of Complaint by Foreign-Invested Enterprises, which shall be provided by the complainant within 15 working days.

（一）投诉材料不齐全的，中心在收到投诉材料后7个工作日内一次性以《外商投资企业投诉材料补正通知书》的形式书面通知投诉人在15个工作日内予以补正；

2)Within 7 working days upon receipt of the complete and correct complaint documents, the Center shall decide whether to accept the complaint; if the complaint is eligible, the Center shall issue to the complainant the Acceptance of Complaint of Foreign-Invested Enterprises.

（二）中心接到完整齐备的投诉材料，7个工作日内作出是否受理的决定，符合投诉受理条件的，予以受理并向投诉人发出《外商投资企业投诉案件受理通知书》；

3)In case that the complaint is not eligible, within 7 working days, the Center shall issue to the complainant the Rejection to the Complaint of Foreign-Invested Enterprises, with an explanation of the reasons for the rejection.

（三）不符合投诉受理条件的，中心于7个工作日内向投诉人发出《外商投资企业投诉案件不予受理通知书》并说明不予受理的理由；

4)For matters that are not covered by the scope of work of the Center, the complainant may be advised to file a complaint to other competent agencies.

（四）不属于中心受理范围的事项，可以告知投诉人向有关投诉工作机构提出投诉。

Article 3 Complaint Handling Procedure

第三章处理方式与流程

1.Complaint handling requirement

一、处理要求

1)Job specification

（一）工作要求

After accepting the complaint, the Center shall fully communicate with the complainant and the respondent to understand the details of the complaint as well as to coordinate relevant issues to facilitate a proper solution in accordance with laws and regulations.

中心在受理投诉后，应当与投诉人和被投诉人进行充分沟通，了解情况，依法协调处理，推动投诉事项的妥善解决。

According to the specific circumstances of the complaint, the Center may organize meetings and invite participation of the complainant and the respondent, thereby to listen to their opinions and to discuss practical solutions. If necessary, the Center may consult with industry experts for professional opinions on technical issues.

根据投诉事项具体情况，中心可以组织召开会议，邀请投诉人和被投诉人共同参加，陈述意见，探讨投诉事项的解决方案。中心根据投诉处理工作需要，可以就专业问题听取有关专家意见。

2)Complainant’s obligations

（二）投诉人义务

In the course of handling a complaint, the Center may request the complainant to further explain the details of the complaint, provide documentation or necessary assistance, in which the complainant shall cooperate; the Center may approach the respondent to learn about the required information, for which the respondent is supposed to cooperate.

中心进行投诉处理时，可以要求投诉人进一步说明情况、提供材料或者提供其他必要的协助，投诉人应当予以协助;可以向被投诉人了解情况，被投诉人应当予以配合。

2.Complaint handling methodology

二、处理方式

Depending on the circumstances of the complaint, the Center may handle the complaint in the following ways:

根据投诉事项情况，中心可以采取下列方式进行处理：

1)To facilitate understanding and agreement between the complainant and the respondent (settlement agreement).

（一）推动投诉人和被投诉人达成谅解（包括达成和解协议）；

2)To coordinate with the respondent.

（二）与被投诉人进行协调；

3)To suggest improvement of relevant policies and measures.

（三）提交完善相关政策措施的建议；

4)Other ways of settlement as appropriate.

（四）其他适当的处理方式。

Where a settlement agreement is reached between the complainant and the respondent, the matters and contents of agreement shall be clearly stipulated in the settlement agreement; the settlement agreement executed in accordance with law shall be binding on both the complainant and the respondent. Where the respondent does not perform its obligations in the effective settlement agreement, the Article 41 of the Regulations for Implementation of Foreign Investment Law of PRC shall apply.

投诉人和被投诉人签署和解协议的，应当写明达成和解的事项和结果。依法订立的和解协议对投诉人和被投诉人具有约束力。被投诉人不履行生效和解协议的，依据《中华人民共和国外商投资法实施条例》第四十一条的规定处理。

3.Time limit of conclusion of complaint

三、处理期限

The Center shall conclude the complaint within 60 working days from the date of acceptance of the complaint; where a complex complaint or involving many other departments, the time limit of conclusion of complain may be extended as appropriate.

中心在受理投诉之日起60个工作日内办结受理的投诉事项。涉及部门多、情况复杂的投诉事项，可以适当延长处理期限。

4.Termination

四、终结事由

In the event of any of the following occurrences, the handling of the complaint is terminated:

有下列情况之一的，投诉处理终结：

1)The complaint handling agency is coordinating complaint handling based on Article 18 of the Management of Complaint of Foreign-Invested Enterprises, whilst the complainant agrees to termination.

（一）投诉工作机构依据《外商投资企业投诉工作办法》第十八条进行协调处理，投诉人同意终结的；

2)The details of complaint do not tally with the facts, or the complainant’s refusal to provision of documents makes fact-finding impossible.

（二）投诉事项与事实不符的，或者投诉人拒绝提供材料导致无法查明有关事实的；

3)The complainant’s claim is not supported by legal basis.

（三）投诉人的有关诉求没有法律依据的；

4)The complainant’s withdraw of complaint in writing.

（四）投诉人书面撤回投诉的；

5)The complainant is no longer qualified as a complainant.

（五）投诉人不再符合投诉主体资格的；

6)After being contacted by the complaint handling agency, the complainant fails in participation in the process of complaint handling for 30 consecutive days without a justified reason.

（六）经投诉工作机构联系，投诉人连续30日无正当理由不参加投诉处理工作的；

7)During the complaint handling, the complaint is accepted or concluded by other government agencies, or the complaint is brought into the process of administrative review or administrative litigation, hence, the complainant shall be deemed to have been withdrawn by the complaint in writing.

（七）投诉处理期间，同一投诉事项已经由信访等部门受理或者处理终结的，以及同一投诉事项已经进入或者完成行政复议、行政诉讼等程序的，视同投诉人书面撤回投诉。

After conclusion of the complaint, the Center shall notify the complainant in writing of the result of the complaint handling within 3 working days.

投诉处理终结后，中心应当在3个工作日内将投诉处理结果书面通知投诉人。

5.Settlement and record file

五、结案登记

When a complaint is concluded, the settled case shall be filed for record, including detailed and complete record of the complaint-associated logbook and the result of settlement.