In recent years, with the development of e-commerce, China's express delivery industry has developed rapidly. According to statistics, in 2014, China’s express mail volume has exceeded 14.6 billion, ranking the first in the world. At the same time, some non-standard issues and hidden dangers have become increasingly prominent. Loss of parcels, damage to items, changes to the mobile phone's "bricks", and changes in express delivery to "slow delivery" have become the point of the user. Consumers can love and hate express delivery. Public opinion also generally believes that the express delivery industry is imminent.
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On the 16th, the State Council's legal office cloth "Express Delivery Regulations (Draft for Comment)" (hereinafter referred to as the "opinion") is expected to resolve all kinds of chaos and further standardize the Chinese express delivery industry. So, what top express decision makers have noticed? What kinds of non-standard problems will be rectified?
Multiple initiatives to ensure the safety of user information
The issue of user information security has always been the focus of public opinion. Many people are concerned that personal information is leaked and privacy is not protected. On November 1 this year, the real-name registration system will be officially implemented. This means that the delivery courier must present his identity card and register it.
The newly issued drafts further stipulates that the express delivery company should establish express mail delivery orders and electronic data management systems in accordance with the regulations of the State Council's postal administrative department, and regularly destroy express shipments. The express delivery companies and their employees must not illegally sell or disclose the express delivery service process. In the user information. If a user's information is leaked, damaged, or lost, the express delivery company should immediately take remedial measures and report it to the local postal administration.
Users and enterprises work together to ensure the safety of express delivery
Express courier online shoppers, courier delivery explosives, express drugs, courier possession of toxic leaked courier ... similar news constantly challenge the audience sensitive nerves, a variety of risk factors threaten the courier users and couriers, and even the community Public safety of life.
In this regard, the opinion draft also stipulates the safety of express mail from both the user and the express delivery company. On the user side, it is forbidden to post items that endanger national security, undermine social stability, harm social public interests, and other articles prohibited by law, administrative regulations and state regulations. For express delivery companies, the inspection and inspection system must be strictly implemented, and inspection and inspection marks should be made after the inspection; users who refuse to inspect and view can not be received and sent; if the company is commissioned by the user to provide express services in a long-term and bulk manner, it should sign a security agreement with the user. Clear security obligations.
Explicit compensation rules to safeguard user rights
Express lost 16 mobile phones refused to pay the original price, send lost iPhone6plus pay 1,000 yuan, 6,000 yuan more than lost $ 45 clothes lost ... ... claim is difficult to become a courier user encountered a major problem.
In this regard, the opinion draft clearly stipulates that if a user submits a valuable item, he shall declare it in advance. If express shipments are lost, damaged, or are short of internal contents, the indemnity amount shall be determined for the insured express shipments in accordance with the insured price rules stipulated by the enterprise and the user operating the express delivery business; for unexceeded express shipments, the relevant provisions of civil laws shall apply. The State encourages insurance companies to develop express liability insurance for loss of express shipments and encourage enterprises operating express delivery services to apply for insurance.
Severe punishment, prohibiting violent sorting
The bridge section of “Let the parcel fly for a while†has been exposed frequently. Violent sorting courier seems to have become a “routine†for express delivery companies.
In view of this, the commentary stipulates that companies that handle express delivery operations and their operating personnel handling express shipments by throwing, stamping on or other methods of endangering shipments shall be ordered by the postal administrative department to make corrections and may be fined not more than 10,000 yuan; the circumstances are serious. Yes, a fine of 10,000 yuan up to 50,000 yuan and a fine of up to 50,000 yuan can be imposed and the company can be ordered to suspend business for rectification.
Handle complaints promptly and improve satisfaction
Due to extensive development, China's express delivery industry has exposed many problems. According to data from the official website of the State Post Bureau, only in December of last year, of the 12305 complaints received by consumers in the postal industry’s consumer complaints telephone and complaints website, there were 111,203 complaints concerning express delivery services, accounting for 96.7% of the total complaints. The complaint service satisfaction of the national express delivery industry after-sales service is also low. The results of the 2014 Express Service Satisfaction Survey published by the State Post Bureau showed that the complaint service satisfaction in the express delivery service segment was only 50.9 points.
In this regard, the opinion draft stipulates that companies operating express delivery services should publish contact information to ensure smooth communication with users and provide users with services such as business consulting, express mail inquiry, and problem complaints. Enterprises operating express delivery services shall promptly and properly handle user complaints. The postal administrative department shall announce to the public the contact information of the unit, accept the complaints and reports, verify and handle them in a timely manner, and reply within 7 days from the date of receiving the complaints and reports.
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