1, accepted. Answer consumers' inquiries according to law, carefully register consumers' complaints, and fill in the corresponding registration form.

2. It is being processed. The service station will patiently listen to consumers' demands, put forward handling opinions according to laws and regulations and commitments to consumers, and negotiate with consumers to solve them. If no solution can be reached, inform consumers that they can appeal to the relevant departments of industry and commerce administration.

3. review. If a preliminary settlement agreement is reached with consumers, it shall be submitted to the relevant leaders of the unit for review, and the obligations shall be fulfilled in time in accordance with the settlement agreement.

4. feedback. If it is difficult to answer and deal with the consumer's demands immediately, you can agree with the consumer on the time of reply, and give feedback to the consumer in time after studying and handling the opinions.