Xi's initiative helping solve grassroots problems, address complaints

"While providing people with solutions to their satisfaction, we also want the public to know that the government is trustworthy and that governance is based on the law," he added.

Zhu Yutang, who comes from Xingguang village, said drawing the authorities' attention to people's problems and disputes has become much easier. In addition to directly communicating with officials, complaints can now be filed via many channels, including government hotlines and social media platforms. People can also take complaints to staff members at social conflict and dispute mediation and resolution centers, he said.

Such a center in the Pujiang county seat offers residents one-stop services for solving their problems. They can meet staff members at counters operated by key government departments such as land resources, healthcare, social security, and environmental protection. Lawyers are also on duty to provide legal aid.

Chen Huang, a staff member at the county construction bureau, has worked at the center for about a year — offering advice on simple cases, and directly informing the bureau's officials about cases that are more complicated.

"In the past, we had to wait for cases to be referred to us via channels for collecting public complaints. Establishing the center has cut out the "middlemen" and significantly reduced the time taken for people to receive feedback," Chen said. "Most of the cases I handle are quite complicated, because an increasing number of problems are being solved at village and township level."

Currently, about 90 percent of public complaints in Pujiang can be resolved in the villages and townships, while only 10 percent of the cases need to be brought to county-level authorities.

To better address the public's needs, from June 10, key Pujiang government officials started taking turns to receive visits from people during weekends. Conflict and dispute mediation and resolution centers have also been set up in all county-level administrative areas in Zhejiang.

Yu, from Hangzhou Normal University, said, "In creating more channels for people to lodge their complaints, and having officials on hand to address the public's concerns on their doorstep, China can tackle social problems more effectively.

"More important, people can gain a stronger sense that the government and Party officials are there to serve them, which is key to political stability and social harmony."

Ma Zhenhuan contributed to this story.