为畅通外商投资企业保护渠道，维护外商投资企业合法权益，为外资企业创造良好营商环境，依据《外商投资法》《外商投资法实施条例》及《河南省外商企业投诉工作办法》等有关规定，现制定如下工作方案：
一、指导思想
以习近平新时代中国特色社会主义思想为指导，深入贯彻落实《外资投资法》《外商投资法实施条例》及《河南省外商企业投诉工作办法》，以外商投资企业市场主体需求为导向，以营造公平、高效、稳定、便捷的外商投资环境为目标，坚持权利平等、机会平等和规则平等，持续深化“放管服”改革，激发市场活力，提升外商投资的信心。
二、工作目标
坚持外商投资实行准入前国民待遇加负面清单管理制度，外商投资准入负面清单以外的领域，严格按照内、外资一致的原则实施管理，充分保障外商投资企业合法权益，增强服务意识，完善服务职能，为外商投资企业市场主体提供规范、便捷、高效的政务服务，提升外商投资企业的幸福感、安全感和满意度。
三、主要举措
（一） 宣传和畅通投诉渠道。设立专门外商投资企业投诉举报电话，保持电话 24 小时畅通，诚恳接受外商投资企业及投资各方的意见和建议。利用报纸、电视、网络和新媒体宣传信阳市外商投诉权益保护中心的地址、电话和邮箱等信息。（责任科室：对外开放服务办公室）
地址：信阳市羊山新区新五大道 66 号电话：0376-3019539
邮箱：xyskfb2020@163.com
（二） 建立和完善投诉制度。一是建立投诉登记制度。投诉工作机构接到完整齐备的投诉材料，在 7 个工作日内作出是否受理的决定，并及时、全面、准确记录有关投诉事项的受理和处理情况。二是建立投诉反馈制度。投诉工作机构受理投诉后，与外商投资企业和被投诉人进行充分沟通，及时反馈情况，依法协调处理，推动投诉事项妥善解决。三是建立满意度回访制度。投诉处理终结后，投诉工作机构适时对外商投资企业进行回访，提高企业投诉满意度(见附件）。（责任科室：对外开放服务办公室）
（三） 听取和吸纳企业建议。经常对辖区内外资企业进行走访摸底，了解企业诉求、协调解决存在问题，建立长期、高效沟通联络机制，提高服务企业工作质量。（责任科室：外商投资管理科）
四、工作要求
(一)提高思想认识。必须清醒认识抓紧抓实营商环境评价整改工作的极端重要性和紧迫性，切实增强责任感、使命感和紧迫感，主动担当作为，对标一流，做到有诉即接、有诉即应、有诉必办、有诉即办，增强企业的获得感和满意度。
（二） 搞好组织保障。完善外商投资投诉协调工作机制，优化协调规则，规范协调程序，提高协调效率，让投资者放心投资、安心经营。各县区政府要建立健全外商投资企业投诉协调机制，指定部门或机构专门受理企业投诉的问题，对外公布投诉规则、处理时限等。
（三） 切实搞好服务。严格落实省政府支持外商投资企业稳定发展的政策措施，对纳入省重点白名单的企业，成立服务专班，提供精准化、个性化服务，确保政策落地。落实“外资企业服务日”制度，每月 15 日开展“政策上门、服务下沉”活动，对企业遇到的困难和问题，分类施策，区分企业情况，抓住主要矛盾，分清轻重缓急，“一企一策”制定纾困帮扶方案。
港澳台投资企业投诉参照本方案执行。
附件：外商投资企业投诉流程图
Protection and Implementation Plan for Rights and Interests of Foreign-invested Enterprises In Xinyang City
(Xinshangzi [2021] No.153 November4,2021)
In order to unblock the protection channels of foreign-invested enterprises, safeguard the legitimate rights and interests of foreign-invested enterprises, and create a good business environment for foreign-invested enterprises, in accordance with the relevant provisions of the "Foreign Investment Law", the "Implementation Regulations of the Foreign Investment Law" and the "Regulations on Complaints by Foreign Enterprises of Henan Province" , Now formulate the following work plan:
1. Guiding ideology
Guided by Xi Jinping’s thoughts on socialism with Chinese characteristics in the new era, we will thoroughly implement the "Foreign Investment Law", "Regulations on the Implementation of the Foreign Investment Law" and "Measures for Complaints by Foreign Enterprises in Henan Province", and guide the needs of foreign-invested enterprises in the market. We aim for a fair, efficient, stable and convenient foreign investment environment, adhere to equal rights, equal opportunities, and equal rules, and continue to deepen the reform of “delegation, regulation, and service” to stimulate market vitality and enhance foreign investment confidence.
2. Work objectives
Adhere to the implementation of the pre-access national treatment plus negative list management system for foreign investment, strictly follow the principle of consistency between domestic and foreign investment in areas outside the negative list of foreign investment access, fully protect the legitimate rights and interests of foreign-invested enterprises, enhance service awareness, and improve services Function, to provide standardized, convenient and efficient government services for foreign-invested enterprises in the market, and to enhance the happiness, security and satisfaction of foreign-invested enterprises.
3. Main measures
(1) Propaganda and unblock complaint channels. Set up a special complaint and report hotline for foreign-invested enterprises, keep the telephone open 24 hours a day, and sincerely accept the opinions and suggestions of foreign-invested enterprises and all investors. Use newspapers, television, the Internet and new media to publicize the address, telephone number and email address of the Xinyang Foreign Business Complaint Rights Protection Center. (Responsible Department: Open Service Office)
Address: No. 66, Xinwu Avenue, Yangshan New District, Xinyang City
Telephone: 0376-3019539
Email: xyskfb2020@163.com
(2) Establish and improve the complaint system. One is to establish a complaint registration system. The complaint agency receives complete and complete complaint materials, makes a decision on whether to accept it within 7 working days, and records the acceptance and handling of the complaint in a timely, comprehensive and accurate manner. The second is to establish a complaint feedback system. After the complaint agency accepts the complaint, it will fully communicate with the foreign-invested enterprise and the respondent, give feedback on the situation in a timely manner, coordinate and deal with it in accordance with the law, and promote the proper settlement of the complaint. The third is to establish a satisfaction return visit system. After the completion of the complaint handling, the complaint agency shall conduct a return visit to the foreign-invested enterprise in a timely manner to improve the satisfaction of the enterprise complaint (See Appendix). (Responsible Department: Open Service Office)
(3) Listen to and absorb corporate suggestions. Frequent visits to foreign-funded enterprises in the jurisdiction are conducted to understand the demands of the enterprises, coordinate and solve existing problems, establish a long-term and efficient communication mechanism, and improve the quality of service enterprises. (Responsible Section: Foreign Investment Management Section)
Four, work requirements
(1) Improve ideological understanding. We must be soberly aware of the extreme importance and urgency of grasping the rectification of business environment assessment and rectification, and effectively enhance the sense of responsibility, mission and urgency, take the initiative to act, benchmark first-class standards, and achieve immediate response to litigation and response to litigation. If there is a lawsuit, it must be handled, and if there is a lawsuit, it will enhance the sense of gain and satisfaction of the enterprise.
(2) Do a good job in organization and guarantee. Improve the coordination mechanism for foreign investment complaints, optimize coordination rules, standardize coordination procedures, and improve coordination efficiency, so that investors can invest and operate with peace of mind. The county and district governments shall establish and improve the complaint coordination mechanism for foreign-invested enterprises, designate departments or agencies to specifically accept complaints from enterprises, and publicize complaint rules and processing time limits.
(3) Effectively improve services. Strictly implement the provincial government's policies and measures to support the stable development of foreign-invested enterprises, and set up special service classes for enterprises included in the provincial key whitelist to provide precise and personalized services to ensure that the policies are implemented. Implement the “Service Day for Foreign-funded Enterprises” system, and carry out the “Policy Door-to-door Service, Service Sinking” activity on the 15th of each month to classify the difficulties and problems encountered by enterprises and implement policies, distinguish the situation of enterprises, seize the main contradictions, and prioritize them. "Enterprise One Policy" formulates relief and assistance programs.
Complaints from investment enterprises in Hong Kong, Macao and Taiwan shall be implemented with reference to this plan.
Appendix: the flow chart of Complaints from foreign-invested enterprises
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