Premier Wen Jiabao's showing up at the State Bureau for Letters and Calls on Monday was the first time a prime minister of the People's Republic visiting the bureau listened and talked to the petitioners.

Those present to register their complaints could not but be excited, telling the stories of their suffering to the head of the government in person - someone known for his passionate concern for the downtrodden - meant a better chance of having their grievances addressed.

The broader national audience, who saw and heard him on TV, also received the reassuring message the visit was intended to send - that the national government cares. This is exactly the message society's underdogs need to hear.

However, Wen's visit was not merely symbolic. As Premier Wen told his audience, the visit was part of preparations for his report on government work in the past year, which is due in March at the annual National People's Congress.

For what he wanted and needed to know, Wen made a wonderful choice of venue. He did not need to travel far to hear truthful accounts of what is happening at local levels. Some local authorities are notorious for concealing the truth from visiting superiors on fact-finding tours. In some ways, talking directly to the victims of abuse is a much better and cost-effective approach than arranged tours. At the State Bureau for Letters and Calls, Wen heard stories involving wage defaults, real estate demolitions, land acquisitions, and labor contract violations.

We are accustomed to Wen reaching out to unprepared ordinary people for the true state of affairs on inspection trips. We take for granted his unpretentious way in dealing with the underprivileged. But by listening and consulting with citizens who feel victimized by government functionaries the premier's visit was not intended to benefit only the lucky few. The more important purpose, Wen assured his broader audience, was to find out problems in government work, systems and policies, so as to deliver better service.

As usual, specific cases that attract the attention of a national leader have a greater chance of having a satisfactory ending. But we would also like to see more sensible proposals in his report on refining governance. More importantly, we need to see real changes. Premier Wen on Monday reiterated what he has repeated on many occasions - the government needs to widen channels for people to comment on government work, and create conditions for people to criticize and supervise the government.

Now we need mechanisms to ensure that officials at all levels listen to common citizens as the premier did.

Only when the government is ready to listen to people's voices, and face people's criticisms can its performance be more consistent with people's wishes, Premier Wen said.

We totally agree.