Is consumer complaint useful in postal industry?

When there is a dispute between the consumer and the courier company, it is useful for the consumer to appeal to the State Post Bureau if the two parties fail to negotiate. The consumer complaint system in China's postal industry is useful, because the post office is the direct supervision department of the express delivery company, and the post office has the responsibility to supervise and manage the express delivery company. If the courier company does violate the rules, the post office can directly order the courier company to rectify.

First, how to appeal to the State Post Bureau:

1. Consumers complain to the State Post Bureau on the premise that they must complain to the enterprise. Only when they fail or are dissatisfied with the complaint to the enterprise can they complain to the State Post Bureau;

2. In line with the conditions, consumers can directly open the postal industry complaint service platform official website;

3. Then the user needs to log in, click "I want to appeal" directly after logging in, and fill in the specific location of the dispute according to the prompt;

4. The next step is to fill in the detailed information, including the waybill number, insured price and consignee information.

5. After completing the submission, wait for the staff of the State Post Bureau to contact and verify the situation.

Second, the scope of complaint acceptance

(1) The service quality of postal services operated by postal enterprises, including: mail delivery (letters, parcels, printed matter), newspaper subscription, retail, delivery, postal remittance, philatelic products reservation and sales, and other services handled by postal networks (excluding postal savings);

(2) Express service quality problems of express delivery enterprises (such as loss, damage, delivery, delivery, illegal charges, service attitude, etc.). ).

Iii. Appeal requirements

(a) there is a clear respondent and specific factual basis;

(2) The complainant is a party who has a direct interest in the complaint (the sender or the recipient and the consignor of the sender or the recipient);

(three) complaints to the postal enterprises, express delivery companies within 7 days after the complaint has not been answered, or postal enterprises, express delivery companies complain channels are not smooth, not to accept the complaint;

(4) When making a complaint, consumers should provide effective information related to the complaint, including: the name and contact number of the complainant; Postal (courier) number, mailing time, sender and recipient addresses; The name of the respondent, the complaint, reasons, relevant evidence and the result of the enterprise's handling of the complaint.

(five) within one year from the date of the complaint, there is a service dispute with postal enterprises or express delivery enterprises, or mail or express delivery;

Fourth, the way of appeal.

(1) Telephone complaints. The complainant can directly call the postal consumer complaint hotline: 028- 12305.

(2) Online complaints. The complainant can directly log on to the complaint website of the State Post Bureau to make a complaint.

(3) wechat complaints. The complainant can directly pay attention to the WeChat WeChat official account of Guang 'an Postal Administration, and submit the relevant information of the complaint to appeal. Note: Guang 'an Postal Administration uses WeChat official account for attention: directly search Guang 'an Postal Administration for attention.

(4) Other complaints. The complainant may also lodge a complaint by other means such as letter or fax.

legal ground

Measures for handling consumer complaints in postal industry

Article 2 These Measures shall apply to civil disputes between consumers and postal operators in the process of accepting services provided by postal operators or using products provided by postal operators. Postal operators complain to postal consumer complaint acceptance agencies, but they fail to get a reply within 30 days (60 days for international business) after receiving consumer complaints.

Article 3 The postal consumer complaint accepting institutions mentioned in these Measures refer to the postal consumer complaint accepting institutions established by the State Post Bureau and the postal administrations of provinces (autonomous regions and municipalities directly under the Central Government).