Beijing’s 12345 Hotline Solves Shopping Disputes

From Frustration to Fix: How Beijing's Hotline Saved a Mom’s Shopping Drama

Imagine buying a cute outfit for your kid, only to get stuck in a 3-day refund battle with a vendor. That’s exactly what happened to Ma Ning, a Beijing businesswoman—until she dialed the city’s 12345 Citizen Service Hotline.

‘We’re the masters of our city,’ Ma told CGTN’s documentary Hotline Beijing, highlighting how everyday residents are shaping urban governance. The hotline, a go-to for disputes ranging from consumer rights to public services, steps in when talks hit a wall.

Ma’s story isn’t unique. Thousands call daily to report issues, proving that collective action drives change. The docu-series, dropping soon, reveals how Beijing listens—one dial tone at a time.

Got a civic gripe? Maybe it’s time to #MakeTheCall.

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Retail therapy: Hotline steps in to solve shopping standoff

cgtn.com