“12305”申诉受理理论与实践初探  

Preliminary Study on “12305“ Complaint Acceptance Theory and Practice

作　　者：黄劲松[1,2] 吴明菊 

机构地区：[1]国网安徽省电力公司培训中心,合肥230022 [2]安徽电气工程职业技术学院,合肥230051 [3]安徽省邮政管理局,合肥230088

出　　处：《安徽电气工程职业技术学院学报》2013年第4期35-39,共5页Journal of Anhui Electrical Engineering Professional Technique College

摘　　要：我国快递行业蓬勃发展,已经成为国民经济中的新兴行业,但同时由于快递企业服务质量跟不上快递行业的发展,也出现多种侵害消费者权益的行为。为了维护快递行业消费者的正当权益,促进快递行业健康发展,邮政管理部门出台了一系列相关行政管理规定,其中"12305"申诉受理已经成为调解快递企业和消费者之间服务纠纷的重要桥梁和纽带,在快递纠纷理赔、维护社会稳定上发挥了重要作用。Express industry is booming in our country, has become the emerging industry of the national economy, but at the same time due to express enterprise service quality not to keep pace with the devel- opment of industry, also appeared a variety of the behaviors of damaging the consumer rights and inter- ests. In order to protect the legitimate rights and interests of consumers and promote the healthy develop- ment of express industry, the postal management department has come on a series of relevant administra- tive regulations, the ＂12305＂ complaint acceptance has become an important bridge and link to mediate the service disputes between the express enterprises and consumers, playing an important role in express dispute claims and maintaining social stability.

关 键 词：12305 申诉受理 快递企业 服务质量 

分 类 号：F270.7[经济管理—企业管理]