When people speak, action follows

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When Australian vlogger Andrew spotted a loose steel plate posing a safety hazard on a street in southwest China's Chongqing, he decided to call the local public service hotline, 12345. To his surprise, the operator spoke fluent English and coordinated with local authorities to fix the problem in just seven hours.

"I still can't believe it," Andrew said, admitting that he had expected the repair to take at least a week or two.

The steel plate at Ronghui Plaza in southwest China's Chongqing has been fixed and secured. /Cover News

A vehicle passes smoothly over the steel plate at Ronghui Plaza in southwest China's Chongqing. /Cover News

The story quickly went viral, but many Chinese netizens said it was far from unusual. People from Shenzhen, Chengdu and Shanghai shared similar experiences of authorities responding swiftly to everyday concerns. One netizen from Hebei said that after reporting a faulty streetlight during the day, repair workers had already arrived by the evening.

Behind these everyday moments is a governance system that puts people's needs first. Through mechanisms like the 12345 hotline, China is working to ensure that people's concerns are heard, responded to and translated into real improvements in daily life.

An English-speaking operator works at the 12345 citizen hotline service center in Beijing. /CGTN

Operators at the 12345 government service hotline answer calls from the public in Yuncheng, north China's Shanxi Province, February 12, 2026. /VCG

Members of the CPPCC Beijing Municipal Committee staff a hotline, listening directly to suggestions and concerns from workers and the public, January 7, 2026. /VCG

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