First, understand the complaint channels and service scope
Before calling 12328, you should know the service scope of the hotline to ensure that your complaint falls within its acceptance scope. 12328 is a national transportation service supervision telephone, which mainly accepts matters such as service supervision, complaints and information consultation in the transportation industry.
Secondly, prepare the information needed for the complaint.
Before making a complaint call, you need to prepare the following information:
1. Specific contents of the complaint: describe the contents of the complaint in detail, including time, place, personnel or units involved, etc.
2. Relevant evidential materials: photos, audio recordings, video recordings and other relevant evidential materials can be submitted together to verify the situation;
3. Personal information and contact information: provide your name, contact number and other personal information so that the staff can get in touch with you.
3. Call 12328 to make a complaint.
After dialing 12328, follow the voice prompts to select the corresponding complaint type, and then wait for the manual customer service to answer. During the call, please remain calm and polite, and clearly express your complaints and demands. If necessary, relevant evidence can be provided. The customer service staff will record your complaint information and inform the follow-up processing flow.
Fourth, wait for the processing result.
After submitting a complaint, you need to wait patiently for the result. Usually, the staff will investigate and verify the complaints and give suggestions as soon as possible. If necessary, the staff may contact you to learn more about the situation or provide solutions.
To sum up:
When you need to call 12328 to make a complaint, you should know the complaint channel and service scope, prepare the information needed for the complaint, call the hotline and follow the prompts to make a complaint. Stay calm, polite and express your requirements clearly during the call. Wait patiently for the result after submitting the complaint, and cooperate with the staff to do the follow-up work if necessary.
Legal basis:
Law of the People's Republic of China on Protection of Consumer Rights and Interests
Article 32 provides that:
The state protects the legitimate rights and interests of consumers from infringement. The state takes measures to ensure that consumers exercise their rights according to law and safeguard their legitimate rights and interests.
Article 39 provides that:
Disputes over consumers' rights and interests between consumers and business operators can be resolved through the following channels:
(a) negotiated settlement with the operator;
(2) Requesting consumers' associations or other mediation organizations established according to law to mediate;
(three) to complain to the relevant administrative departments;
(four) according to the arbitration agreement reached with the operator, submit it to an arbitration institution for arbitration;
(5) bring a lawsuit to the people's court.