Measures to deal with postal users' complaints
Article 1 In order to promote the healthy development of the postal industry, guarantee the quality of postal service and express delivery service, protect the legitimate rights and interests of users, and standardize the complaint behavior and handling, these Measures are formulated in accordance with the People's Republic of China (PRC) Postal Law, the Provisional Regulations on Express Delivery and other laws, administrative regulations and rules of relevant departments.
Article 2 These Measures shall apply to users' complaints about the service quality of postal enterprises and express delivery enterprises (hereinafter referred to as enterprises). Users' complaints shall be handled by postal administrations, and enterprises' complaints shall be conveyed by postal administrations.
The users mentioned in these Measures include the senders and recipients of mail and express mail, as well as natural persons, legal persons or other organizations that use other postal services.
Article 3 The postal administration department shall handle users' complaints according to the facts and following the principles of legality, fairness and reasonableness.
Users shall not seek illegitimate interests when complaining.
Article 4 When handling user complaints through mediation, the postal administration department shall make a complaint reply to the user who made the complaint within 30 days from the date of receiving the complaint.
Article 5 The State Post Bureau is responsible for guiding and organizing the handling of user complaints throughout the country.
The postal administrations of provinces, autonomous regions and municipalities directly under the Central Government are responsible for handling user complaints within their respective administrative areas.
Where the State Post Bureau and the postal administrations of provinces, autonomous regions and municipalities directly under the Central Government set up complaint centers, the complaint centers shall handle user complaints and participate in relevant guidance work in accordance with the requirements of the postal administrations.
The enterprise shall explain the facts to the postal administration department, report the handling situation, and handle the service quality objection according to law.
Article 6 The main bases for postal administrations to handle users' complaints include:
(a) "People's Republic of China (PRC) Postal Law", "Provisional Regulations on Express Delivery" and other laws, administrative regulations, the State Council decisions and postal department regulations;
(2) National standards and industrial standards for postal services;
(three) the administrative normative documents of the postal administration department;
(four) the service contract signed by the user and the enterprise;
(5) Information specified and related in the mailing list, express waybill and other delivery list (including electronic waybill);
(6) Service commitments announced by the enterprise;
(seven) other facts and materials related to the complaint.
Seventh users can make complaints by dialing the special telephone number of the postal administration department, logging on the website of the postal administration department, and writing letters.
The postal administration department shall disclose to the public information such as the special telephone number for complaints, the complaint channel of the website, the working hours and mailing address of the complaint handling unit, so as to facilitate users and enterprises to inquire.
The special telephone number for appeal is "12305", prefixed with the area code of provincial capital, capital and municipality directly under the central government. The postal administration department shall be equipped with a special telephone for complaints during complaint handling hours. If the special telephone for appeal is suspended for some reason, the postal administration department shall announce the reasons for suspension, the suspension time and other ways of appeal, and maintain the smooth channels of appeal.
Article 8 The service quality problems complained by users belong to the following items:
(1) Postal service quality of postal enterprises, including: mail (letters, parcels, printed matter) delivery service quality, postal newspaper distribution service quality stipulated by the state, postal remittance service quality, philatelic products reservation and sales service quality, and other delivery service quality relying on postal network;
(two) the quality of delivery service of enterprises engaged in express delivery business.
Article 9 User complaints shall meet the following requirements:
(1) Having a clear object of appeal, reasons, requests and factual materials;
(two) have complained to the enterprise about the service quality objection, and are not satisfied with the enterprise's handling results or have not been handled by the enterprise for more than 7 days;
(three) the postal administration department did not accept the complaint of the same matter, except that the user put forward a new complaint object and reason for the complaint answered by the postal administration department;
(4) Complaints are not objections to the quality of postal services and express delivery services being handled or being handled through litigation, arbitration, administrative adjudication, people's mediation, etc. , and does not involve the postal business or express delivery business that is under criminal investigation and administrative punishment.
Article 10 When making a complaint to the postal administration department, a user shall provide information on postal services and express delivery services that he has used and has objections to, as well as information on user certificates corresponding to the service information.
If a complaint is entrusted to another person, it shall provide the postal and courier service information that the principal has used and has objections, the client's certification information corresponding to the service information, the power of attorney signed or sealed by the principal, and the agent's certification information corresponding to the power of attorney.
If the postal administration fails to determine that the information and materials specified in the preceding paragraph are untrue, it shall accept it.
Article 11 Complaints about the service quality of domestic mail and express mail shall be filed within 1 year from the date of posting the mail and express mail.
Complaints about the quality of international mail and express mail service should be made within 6 months from the date of posting the mail and express mail.
Other complaints about the quality of postal services shall be filed within 1 year from the date when users and postal enterprises raise objections.
Twelfth in the working hours of complaint handling, the user makes a complaint by calling a special telephone, and the postal administration department shall record it in time after answering it. If a user logs on the website of the postal administration department or writes a letter to complain, the postal administration department shall promptly consult after receiving it.
Thirteenth postal administrations shall accept complaints that meet the provisions of Articles 8 to 11 of these Measures.
The postal administration department shall, within 5 working days from the date of receiving the complaint, inform the user that it will not be accepted and explain the reasons.
If it is found that the accepted complaints do not conform to the provisions of Articles 8 to 11 of these Measures, the postal administration department shall stop handling them and reply to the users within 30 days from the date of receiving the complaints, explaining the reasons.
Article 14 When accepting users' complaints, postal administrations shall verify the complaints.
The postal administration department may know the situation from the complained enterprises and other enterprises (hereinafter referred to as relevant enterprises) involved in the service quality objection, and ask the relevant enterprises to explain the facts and solve the service quality objection raised by users according to law.
Article 15 After receiving a complaint from the postal administration department, the relevant enterprise shall properly handle it according to the following circumstances:
(1) If there is a service quality problem, it shall be settled through consultation with users according to law;
(two) there is no service quality problem, it should communicate with users in time and try to solve the objection;
(three) the service quality objection has entered the litigation, arbitration, administrative adjudication, people's mediation and other procedures. , it shall explain to the postal administration department.
Article 16 An enterprise shall, within 10 days from the date of receiving the complaint forwarded by the postal administration, submit the written handling information to the postal administration according to the following requirements:
(1) The processing information submitted includes facts, communication and consultation with users, processing measures, etc. ;
(two) if the relevant enterprises believe that there is no service quality problem, they shall also explain the specific reasons and provide relevant materials;
(three) the service quality objection has entered the litigation, arbitration, administrative adjudication, people's mediation and other procedures. , provide vouchers;
(four) there are more than two complaints about the same complaint, which shall be submitted one by one.
Article 17 An enterprise shall establish a complaint handling mechanism, and shall not refuse or hinder complaint handling on the grounds of division of responsibilities within the enterprise or on the grounds of subjects other than users.
After receiving a complaint from the postal administration, an enterprise can't determine whether there is a service quality problem in its service outlets, and it should send it to its affiliated enterprise at the next higher level or an enterprise with trademark, shop name and delivery details. After the internal and inter-enterprise processing is completed, the enterprise that receives the complaint from the postal administration department will submit the handling situation to the postal administration department.
Eighteenth postal administrations shall contact users for verification after receiving the complaints submitted by relevant enterprises.
If the user confirms the handling situation of the relevant enterprise and has no objection to the handling measures, the postal administration department shall notify the relevant enterprise to contact the user for reconciliation, and make a complaint reply to the user according to the confirmed and informed situation.
If the user has any objection to the handling measures of the relevant enterprises, he shall explain the reasons and basis to the postal administration department; If the user refuses to explain the reasons and basis of the objection, the postal administration department will stop handling it and reply to the complaint.
If the user explains the reasons and basis of the objection in accordance with the provisions of the preceding paragraph, the postal administration department shall mediate after soliciting the opinions of the user and the relevant enterprises; However, if one of the users and the relevant enterprises do not agree to mediation, the postal administration will stop processing and reply to the complaint.
Nineteenth postal administrations should put forward mediation opinions according to the facts and reasons that can be ascertained, and inform users and relevant enterprises.
Users and relevant enterprises shall indicate whether they agree or not to the postal administration within 3 working days after receiving the mediation opinions; If there are any suggestions for supplement or modification, they should be put forward together.
The postal administration department shall inform the users and relevant enterprises whether the other party agrees to the mediation opinions and whether to supplement or modify the suggested contents.
Twentieth users and enterprises have agreed to mediate or reach a new consensus, the postal administration department shall record it and make a complaint to the users.
The postal administration department thinks that the supplementary suggestions made by users and relevant enterprises are illegal, violate public order and good customs, and will not be adopted.
Twenty-first in any of the following circumstances, the postal administration department shall record and stop mediation and give a reply to the user:
(a) the user, the enterprise or one of them has not indicated whether to agree with the mediation opinions within 3 working days after receiving the mediation opinions;
(two) the user and the relevant enterprises have not reached an agreement on the mediation opinions within 3 working days after receiving the mediation opinions, and have not reached a new agreement;
(three) users, enterprises or one of them refuses to continue mediation by the postal administration;
(four) the postal administration department does not adopt the new consensus reached by the user and the relevant enterprises, and the user and the relevant enterprises have not reached an agreement.
Twenty-second in the postal management department to deal with user complaints, the same user to make a new complaint and comply with the provisions of the eighth to eleventh of these measures, the postal management department should be treated as another complaint.
Twenty-third postal management departments should properly keep letters, telephone records, electronic data and other complaint handling materials, and keep them for a period of not less than 3 years from the date of making a complaint reply. After replying to the complaint, the postal administration department shall timely register and truthfully return the original materials and original materials, and shall not keep them.
Article 24 The State Post Bureau and the postal administrations of provinces, autonomous regions and municipalities directly under the Central Government may inform the society about the handling of users' complaints.
Without the consent of the State Post Bureau or the postal administrations of provinces, autonomous regions and municipalities directly under the Central Government, postal administrations and their personnel shall not disclose the handling of user complaints to the public, and shall not provide complaint information without authorization.
Twenty-fifth postal management departments can interview enterprises with outstanding service quality problems according to the information they have in the process of handling user complaints.
Twenty-sixth objection handling involving confidential communication, postal special mailbox delivery and other special postal services, if there are other provisions of the state, such provisions shall prevail.
Twenty-seventh these Measures shall come into force as of June 6, 2020. On August 27th, 20 14, the State Post Bureau issued the Measures for Handling Consumer Complaints in Postal Industry, with the document number of. [20 14] 160 shall be repealed at the same time.