The reporter learned from the state post office that the revised "consumer complaints handling method for postal industry" came into effect on the 1 th. According to the situation of consumers' complaints, the postal administration departments should interview the responsible persons of the relevant enterprises for 6 situations, and order the enterprises to make rectification within a specified time and submit the rectification reports.

These 6 situations include: over 3 months, millions of express, more than 30 valid complaints and the top three; and the number of millions of express effective complaints increased by more than 10 yuan.

　　 Consumer The satisfaction rate of the result of the enterprise's complaint handling is relatively low; the same complaint management department of the postal administration does not meet the conditions of closing the case more than 3 times after the transfer of the enterprise by the same administrative department, and it also infringes on the legitimate rights and interests of consumers.

At the same time, complaints reflect serious business. Consumer infringement If the illegal behaviors such as interests or the abnormal phenomenon of the number of consumers appealing in the complaint acceptance are abnormal, the postal consumer complaint center should timely report the relevant internal regulatory agencies of the postal administration department, and form a linkage mechanism with the market supervision.

The newly revised measures have been increased. Appeal channels The scope of acceptance has been clearly defined. The relevant requirements for handling complaints by enterprises and postal administration departments have been improved, and the time limit for notification handling and return visits has been clarified.

The postal industry consumer complaint handling method is a normative document of the state post office. It was first issued in February 2008 and revised for the first time in July 2011, the second revision this year.