“市民打12345投诉月亮太亮影响睡觉”引热议，网友：政务热线不是许愿池！

这两天，“市民打12345投诉月亮太亮影响睡觉”“极少数巨婴碰瓷了大量公共资源”话题轮番登上热搜，引发众多网友关注。

据报道，近日，一则荒诞的网友爆料引发热议：有市民拨打12345政务便民热线，投诉月亮亮度太高，干扰自身夜间睡眠。

A recent complaint filed through a government service hotline has sparked widespread debate online: a citizen called 12345 to complain that the moon was shining too brightly and interfering with their sleep.

这条离谱诉求一经曝光，网友评论直接炸开锅。不少人哭笑不得：月亮招谁惹谁了，阴晴圆缺也要被投诉？

更多网友抛出担忧：这类毫无意义的奇葩诉求，正在消耗宝贵的政务资源，挤占困难群众的求助通道，建议增设研判机制，规范处置无效诉求。

The unusual complaint quickly went viral, drawing a mix of amusement and concern. Many netizens questioned whether such complaints were justified, while others worried that frivolous calls could waste public resources and potentially delay responses to genuine emergencies.

而这种脱离公共服务受理范畴、没有现实依据的“奇葩”诉求，并不是个例。

此前“包头12345”就公开晒出过一批不合理诉求：孩子高考成绩不理想，望重新组织一次高考；想让12345帮忙查丈夫工资；嫌孩子难管理，想要弃养……

更有甚者把政务热线当成免费树洞，没事就打电话闲聊消磨时间，把公共通道当成个人情绪宣泄口。

“110”“12315”等

公共服务平台也遭殃

▌大盘鸡放土豆就报警，民警到场科普，商家无奈免单了事

此前，上海一名食客就餐时点大盘鸡，上菜发现里面有土豆，主观认定正宗大盘鸡不应放土豆，认为店家构成消费欺诈，直接拨打110报警。民警赶赴现场，向其科普菜品并无法定统一标准，店家明码标价并不构成欺诈。最终商家为息事宁人选择免单，投诉人吃完菜品离场。（）

▌AI判定是“假货”消费者遂投诉，监管核查全套资质属实，驳回

就在本月，武汉江汉区花楼水塔市场监管所接到一则投诉。消费者拍下进口商店的授权证明，交给AI软件识别，AI输出“授权为假”的结论。消费者直接以此为唯一证据，在12315投诉该门店售卖假货。监管到场核查，店铺全套进货、授权文件全部真实合法，AI输出仅为模型主观判断，不能作为投诉依据。

Similar cases have been reported on other service platforms, including the 110 police emergency line and the 12315 consumer hotline. Earlier this month, a consumer in Wuhan, Hubei province, filed a complaint with market regulators after using an AI tool to examine a store's authorization certificate. The AI concluded that the certificate was fake, and the consumer used the AI-generated result as the sole basis for the complaint.

Regulators investigated and found that all the documents were authentic. The AI output, they noted, was merely a model-generated judgment and could not be used as evidence.

各地开始用立法划清边界

给公共资源“上锁”

江苏出台全国首部省级12345热线地方性法规，明确对反复骚扰、无实质内容的恶意诉求予以约束，对严重扰乱热线秩序的行为，可依法移送公安机关处理；

In response to the growing number of unreasonable complaints, several regions have introduced measures to curb them. Jiangsu province has enacted China's first provincial-level regulation governing 12345 hotlines, explicitly prohibiting malicious, repeated or content-free calls and allowing authorities to refer such cases to public security agencies.

厦门新施行的热线工作规定作出人性化调整，如果群众诉求明显不合理，承办单位已经充分履职尽责，该工单可以不对承办单位做负面考核，为基层工作人员卸下不必要的考核压力；

Meanwhile, Xiamen in Fujian province has adopted a policy that exempts local authorities from negative performance assessments when they have acted properly but received clearly unreasonable complaints, aiming to ease the burden on grassroots staff.

四川、陕西安康等地也相继出台相关制度，针对长期反复骚扰、捏造事实进行投诉的人员，可以视情形暂停其热线使用权限，行为涉嫌违法的，直接移交公安机关依法处置。

In Sichuan and Shaanxi, authorities have suspended hotline access for repeat violators or for those who fabricate complaints, while those suspected of breaking the law may be referred to law enforcement.

媒体呼吁：公共资源有边界

公民诉求更要有底线

申工社评论称，公共服务热线是民生救命线、问题解决线、民意求助线，不是无理诉求的“许愿池”，更不是私人恩怨的泄愤场。政务资源从来不是无限供给。接线员人力、工单流转、基层处置的时间精力，全都是公共资源。一通无厘头的投诉，就要走完登记、派单、核实、回复、回访整套流程，占用坐席通话时长，消耗行政成本，生成无效工单。

闪电新闻评论称，滥用公共资源，本质上就是挤占他人的救命通道。别让自己的异想天开，拦住了别人的急难愁盼。

来源：申工社综合整理自闪电新闻、观察者网、劳动报、警民直通车上海、澎湃新闻等

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