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Tourist Complaint
Handling of complaints on quality of travel service in Shantou City
Date: 2010/1/14    Editor: ellen76    View: 1945

1. Subject Matter: Handling of complaints on travel service quality.

2. Applicable Regulations: Tentative Standards of Compensation with Quality Guarantee Fund of Travel Agencies and Interim Provisions on Compensation with Quality Guarantee Fund of Travel Agencies.

3. Scope of Application: The complaint shall be within the coverage of compensation with quality guarantee fund of travel agency. The complainant shall be the tourist whose lawful rights and interests have been directly infringed or the authorized representative thereof. The travel agency against whom the complaint is filed, as well as the detailed facts and claims, shall be clearly identified and defined.

4. Procedure: The letter of complaint shall be reviewed after the receipt thereof. If conditions for acceptance are met, the decision to accept the complaint shall be made in a timely manner. If conditions for acceptance are not met, the reason for not accepting the complaint shall be conveyed to the complainant within 7 working days upon the receipt of the complaint.

5. Charging Standard and Basis: None.

6. Processing Time and Service Commitment: After the quality supervision office decides to accept the complaint, it shall issue the Notice on Acceptance of Travel Complaint to the travel agency involved and require the travel agency to provide a written reply within 30 days. The quality supervision office shall re-check the written reply. If the complained issue can be solved through mediation, mediation shall be facilitated within 30 days after facts and responsibilities have been defined, and the complainant shall be facilitated to reach agreement with the travel agency. Complaints that cannot be resolved through mediation shall be handled as follows: If the fault lies with the complainant, the quality supervision office shall revoke the case and notify the complainant of the reasons for revocation. If the fault lies with both the complainant and the travel agency, the two parties may settle the complained issue through negotiation or submit the issue to the quality supervision office for settlement. If the fault lies with the travel agency, the travel agency shall be held liable. If the fault lies with other travel service units, the issue may be forwarded to relevant competent departments.

7. Materials Required for Filing Complaints: Written letter of complaint, travel service contract, travel itinerary and travel invoice.

8. Requirements for Letter of Complaint (refer to the sample text attached): Written letter of complaint shall specify the name, gender, nationality, occupation, age, employer, address and telephone number of the complainant; the name, address of the complained unit; and the requests, facts, reasons and evidence related to the complaint.

9. Telephone Number: 0754-88975202.

10. Office Address: Room 410, 4th Floor, No.28, Yujin Road, Shantou City.

11. Handling Unit: Shantou Municipal Travel Service Quality Supervision Management Office.

12. E-mail:
stlyzjs@21cn.com.

13. Telephone Number for Complaints: 0754-88297616.

14. Time limit for Complaint Handling: Handling of complaints shall be completed within 90 days upon acceptance. Under special circumstances, the time limit may be extended by 30 days upon the approval of the higher authorities.

Note: The time limit to apply for compensation with the guarantee fund is 90 days, which starts from the time when the infringement occurs. Any request beyond the said time limit may be rejected.

Source: Website of the Municipal Tourism Bureau


· Previous Info: None
Translate into Chinese:

汕头市旅游服务质量投诉事项
日期: 2010/1/14    上传者: ellen76    阅读数: 1945

  一、项目名称:受理旅游服务质量投诉。
  二、办事依据:《旅行社质量保证金赔偿试行标准》、《旅行社质量保证金赔偿暂行办法》。
  三、办理条件:属于旅行社质量保证金赔偿适用范围;请求人是旅游合法权益直接受到侵害的旅游者和其合法代理人;有明确的被投诉旅行社,具体要求和事实依据。
  四、办事程序:接到投诉信后,经审查,符合受理条件的,应当及时作出受理决定;不符合受理条件的,应当在接到投诉信之日起7个工作日内通知投诉者不予受理的理由。
  五、收费标准及依据:无。
  六、办理期间及服务承诺:质监所作出受理决定后,应当及时将《旅游投诉受理通知书》送达被投诉旅行社并要求旅行社在30日内作出书面答复。质监所对书面答复进行复查。能够调解的,应当在查明事实,分清责任的基础上在30日内进行调解,促使请求人与被投诉旅行社达成协议。对调解不成的投诉,可以分别作出以下处理:属于请求人自身过错的,可以决定撤消立案,通知请求人并说明理由;属于请求人与被投诉旅行社的共同过错,可以决定由双方当事人自行协商决定,也可以由质监所决定;属于被投诉旅行社的过错,可以决定由被投诉旅行社承担责任;属于其他旅游服务单位的过错,可以决定转达有关部门处理。
  七、办理需提交材料:书面投诉信、旅游合同、旅游行程、旅游发票。
  八、申请书(表格)名称附示范文本:书面投诉信应当写明以下事项:投诉者的姓名、性别、国籍、职业、年龄、单位名称、地址及联络电话;被投诉的单位名称或姓名、所在地;投诉请求和根据的事实、理由和证据。
  九、联系电话:0754-88975202。
  十、办公地址:汕头市跃进路28号4楼410室。
  十一、办理窗口:汕头市旅游质量监督管理所。
  十二、电子邮箱:stlyzjs@21cn.com
  十三、投诉电话:0754-88297616。
  十四、投诉处理时限:在受理之日起90天内审理终结,有特殊原因的,经上级部门批准,可以延长审理30日。
  备注:向质监所请求用保证金赔偿的有效期限为90天,以请求人受侵害事实发生时计算,超过时效的请求可以不受理。

信息来源:市旅游局网站

 



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