12328 scope of acceptance: accepting complaints and reports, information consultation and opinions and suggestions from the transportation industry, excluding business operations. For emergency rescue services, complaints, information consultation and related management suggestions are accepted, and emergency services such as highway rescue and water distress rescue are not specifically accepted.
Taxis are most afraid of complaining about refusing to carry without reason, soliciting passengers or stopping service, deceiving passengers, increasing fares without authorization, operating without a license, using invalid or forged qualification certificates, and detouring.
Usually, there will be a service supervision card in the passenger seat, which has all the information of the taxi driver (write down the driver's name and telephone information) and the complaint telephone number. In case of overcharging, you'd better get a ride invoice, which contains taxi company, complaint telephone number, driver information, boarding and alighting time, driving distance and other information, which can be used as one of the evidences of complaints.
According to the Operating Service Specification for Cruise Taxi, passenger complaints should be handled within 24 hours and 10 days, and the passengers should be informed of the handling results. After the complaint is resolved, the municipal transportation department urges the enterprises involved to get in touch with the passengers through WeChat transfer within 1 working day, and fully refund the fare paid by the passengers.
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From February 20 1 may/day, the "12328" traffic service supervision telephone was officially opened in this city (Shanghai). The service supervision telephone covers various transportation industries (formats) such as public transportation, taxis, inter-provincial passenger transportation and freight transportation in this city. The public can call the service supervision telephone to reflect the demands and suggestions of the transportation industry related to service quality.
According to the requirements of the Notice of the Ministry of Transport on the Implementation Plan of "12328" Transportation Service Supervision and the spirit of the instruction of the Municipal Transportation Commission on actively opening "12328" in Shanghai, and in accordance with the working principle of "covering industries, adapting measures to local conditions, practicing economy and being practical and effective", the urban transportation industry in this city actively completes "65438".
All industries should post publicity materials as required, do a good job in early publicity, and improve the public's awareness of the "12328" telephone. During their stay in Spring Festival travel rush, the inter-provincial passenger transport industry will publicize the opening of the "12328" service supervision telephone in time by means of publicity banners, LED display screens and broadcasting at passenger stations and crossings. At the same time, various industries will further standardize the "12328" hotline disposal process and do a good job in hotline statistics and analysis.
Reference to the above content: Baidu Encyclopedia-12328