According to Article 7 of the Measures for Handling Consumer Complaints in Postal Industry, the postal consumer complaint center should have a special person on duty at the "12305" complaint telephone number during the working hours of accepting consumer complaints to ensure the smooth channels of consumer complaints. Postal administrations at all levels shall publish the working hours of accepting consumer complaints on the portal website of the unit. If the "12305" complaint telephone is suspended for any reason, the reasons, time and emergency measures shall also be publicized.
Article 8 The scope of acceptance of consumer complaints:
(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) The service quality of express delivery business of enterprises engaged in express delivery business.
Extended data:
Measures for Handling Consumer Complaints in the Postal Industry Article 15 The consumer complaint center in the postal industry shall, within 15 days from the date of receiving the complaint, reply the handling result to the consumer according to the following requirements:
(a) the contents of the reply shall include the investigation results, corporate responsibility, the handling opinions reached with the complainant, compensation or explanation, the amount of apology and whether the complainant is satisfied with the handling opinions;
(2) If, after investigation, it is considered that the complaint content does not need to be held responsible, the details and reasons for not being held responsible shall be explained in the reply, and relevant evidence such as bill of lading, general recall and video shall be provided;
(3) If consumers make multiple demands in the same complaint, the enterprise shall reply to the handling situation one by one;
(four) the contents of consumer complaints involve the new business of the enterprise, and the enterprise shall provide the legal basis or complete handling rules for the new business.
If the enterprise fails to give a positive reply according to the contents of the complaint, or fails to provide evidence of no responsibility as required, it shall be deemed that the enterprise agrees with the contents of the complaint; If the enterprise fails to respond to a number of demands made by consumers one by one, the part that the enterprise fails to respond shall be regarded as that the enterprise agrees to complain.
If the enterprise fails to handle the complaint within 15 days after receiving it, it shall reply to the postal consumer complaint center one day before the due date to handle the complaint and negotiate with the complainant. If the reply is postponed, the result shall be answered within five days after the expiration.
Complaint Website of State Post Bureau —— Measures for Handling Consumer Complaints in Postal Industry