Editors Note: This service is available ONLY in Chinese for now 

As Hainan accelerates preparations for the island-wide customs closure, the province’s 12345 government service hotline has opened dedicated lines for Free Trade Port (FTP) policy consultations, specifically in the areas of taxation and customs procedures.

The new initiative, operated by the Hainan Provincial 12345 Management Center, aims to help businesses and residents get clear, authoritative answers to their questions about FTP operations and regulations.

Growing demand for policy clarification

Since the State Council Information Office held a national press conference on July 23 to brief the public on the progress of the Hainan FTP, the 12345 hotline has seen a sharp increase in inquiries related to the upcoming customs closure.

Most calls come from enterprises seeking clarity on tax incentives, customs declaration processes, and other technical aspects of operating under the new FTP framework, reflecting growing anticipation among businesses as Hainan moves toward full implementation.

Dedicated policy service schedule

To better address these specialized inquiries, the hotline has launched on-site expert sessions where officials from relevant departments take calls directly:

Hainan Provincial Taxation Bureau (State Taxation Administration)
Service period: October 17 – 31
Hours: 08:30 – 12:00 and 14:30 – 17:30 daily

Haikou Customs
Service period: October 20 – 24
Hours: 08:30 – 12:00 and 14:30 – 17:30 daily

In addition to phone calls, businesses and individuals can also access consultation services through:

The official website: http://12345.hainan.gov.cn/

The “Hainan 12345 Hotline” WeChat official account

Continuous improvement of policy services

According to the 12345 Management Center, this is just the first step. The hotline plans to work with more government departments to host regular FTP policy consultation sessions, ensuring that complex regulatory updates are explained promptly and accurately.

The goal is to transform precise policy communication into practical satisfaction for both the public and the business community, helping guarantee that the island-wide customs closure progresses smoothly and efficiently.