First, the appeal conditions:
1. The complainant is a party directly interested in the complaint;
2. There is a clear appellee;
3. There are specific appeal requests and factual basis;
4. Have complained to the appellee, and are not satisfied with the handling result or have not responded within 15 days.
Second, the complaint content:
1. The name, address, telephone number and postal code of the complainant;
2. The name and address of the respondent; Appeal requirements, reasons and factual basis;
3. Date of complaint.
Third, the appeal method:
1. In order to solve the quality problem of the complained telecommunications service in the first time, according to the regulations, the complainant should first complain to the provider of the used telecommunications service, and the telecommunications business operator should seriously accept the user's complaint and reply to the user within 15 days from the date of receiving the user's complaint;
2. Users who are dissatisfied with the handling results of telecom operators or the telecom operators fail to reply within 15 days after receiving the complaint may lodge a complaint with the complaint accepting institution. The complainant shall lodge a complaint with the complaint acceptance institution of the province, autonomous region or municipality directly under the Central Government where the respondent is located. If there is no complaint acceptance institution in the province, autonomous region or municipality directly under the Central Government where the respondent is located, the complainant may lodge a complaint with the Telecom User Complaint Acceptance Center of the Ministry of Industry and Information Technology;
3. If the complaint acceptance institution fails to mediate, both parties to the dispute may apply to the arbitration institution for arbitration or bring a lawsuit to the people's court in accordance with relevant national laws and regulations.
legal ground
Measures of the administrative department for industry and commerce for handling consumer complaints Article 17 If the parties agree to mediation after the administrative department for industry and commerce accepts consumer complaints, the administrative department for industry and commerce shall organize mediation and inform the parties of the time, place and mediator of mediation. Measures for handling complaints from telecom users Article 4 The Ministry of Industry and Information Technology shall supervise and guide the handling of complaints from telecom users throughout the country. Entrusted by the Ministry of Industry and Information Technology, the Telecom User Complaint Acceptance Center of the Ministry of Industry and Information Technology carries out the nationwide telecom user complaint acceptance work in accordance with these Measures.
The communication administrations of provinces, autonomous regions and municipalities directly under the Central Government may set up complaint handling institutions for telecom users according to local actual conditions. Entrusted by the communication administrations of provinces, autonomous regions and municipalities directly under the Central Government, and subject to their supervision and guidance, the complaint acceptance institutions of telecom users shall carry out the complaint acceptance work of telecom users within their respective administrative areas in accordance with these Measures.