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Tourist Complaint
Guide for Tourism Complaint
Date: 2010-1-14    Editor: ellen76    View: 1704

To protect their own and other people's lawful rights and interests, travelers, overseas commercial travelers, domestic travel service agencies may file complaints to Shantou Travel Service Quality Supervision Office or tourism administrative authorities if their lawful rights and interests are infringed by travel service agencies. The complainant must be the traveler, overseas commercial traveler, domestic travel service provider or practitioner whose lawful rights and interests have been infringed in the complained issue.

The complainant must specify the complained unit, complaint requests and facts. Complaints must be based on facts. Complaint requests must be reasonable and lawful supported by sufficient evidence (including valid evidence and certification materials).

The complainant may file a complaint if he or she considers that:

1. The travel service provider fails to perform the contract or agreement;
2. The travel service provider fails to provide quality travel services that worth the price;
3. The damage or loss of his/her luggage is caused by the deliberate or negligent acts of the travel service provider;
4. His/her injury is caused by the deliberate or negligent acts of the travel service provider;
5. The travel service provider cheats him/her and infringes his/her interests;
6. The staff of the travel service provider take return commission in private and ask for tips; or
7. Other infringements on his/her interests occur.

The following issues shall be noted in filing tourist complaints:

1. Travelers herein refer to the travel groups/individuals organized and served by the travel agency.
2. Travel service providers herein refer to the star-level hotels, travel agencies, scenic spots and recommended tourist units in Shantou City.
3. Overseas travelers herein refer to the foreign travel agency or commercial travelers outside China (including Hong Kong, Macao and Taiwan) that hold the business licenses for travel agencies.
4. Individual tourists whose lawful rights and interests are infringed by those other than the travel agencies may file complaints directly to the competent industrial and commercial administration at 12315 or other relevant authorities.
5. If the complaints do not fall into the covered scope, such complaints shall be forwarded to relevant departments, or the complainants shall be advised to file complaints with relevant departments.
6. If it is difficult to determine the quality of the travel services in common sense, the complainants shall provide the expert reports issued by the legal accrediting body.
7. The time limit for the complainant to request protection for his/her lawful rights and interests is 60 days. The time limit shall start from the time when the complainant knows or should know that his/her rights are infringed. In special circumstances, the time limit for filing complaints may be extended.

Notes for filling written complaints:

1. The complainant shall file complaints in writing, in person or via telephone. (Where complaints are made in person or via telephone, the written complaints shall be submitted later. If it is difficult to deliver the written complaints, the complainant shall go to the quality supervision office to have his/her words recorded in writing and sign thereon to confirm such written records.) The written complaints shall be legible and specify the name, gender, nationality, occupation, age, employer (team), address, telephone number of the complainant.
2. Complaints shall specify the name, mailing address, telephone number of the complained unit.
3. Complaints shall specify the requests, facts and reasons of the complaints.
4. Supporting evidence shall be provided together with the complaints.

Source: Website of the Municipal Tourism Bureau


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Translate into Chinese:

旅游投诉指南
日期: 2010-1-14    上传者: ellen76    阅读数: 1704

  旅游者、海外旅行商、国内旅游经营者为维护自身和他人的旅游合法权益,对旅游经营者损害其合法权益的行为,可以向汕头市旅游质量监督管理所或旅游行政管理部门投诉。投诉时,必须符合下列条件:投诉者是与本案有直接厉害关系的旅游者、海外旅行商、国内旅游经营者和从业人员。
  有明确的被投诉者,具体的投诉请求和事实根据。投诉必须实事求是,投诉请求应合理合法,有充分的证据(包括有效的凭证和证明材料等)。属于所列的旅游投诉范围:
  1、认为旅游经营者不履行合同或协议的;
  2、认为旅游经营者没有提供质价相符的旅游服务的;
  3、认为旅游经营者故意或过失造成投诉者行李物品破损或丢失的;
  4、认为旅游经营者故意或过失造成投诉者人身伤害的;
  5、认为旅游经营者欺诈投诉者,损害投诉者利益的;
  6、旅游经营单位职工私自收受回扣和索要小费的;
  7、其他损害投诉者利益的。
  旅游投诉必须注意以下几点:
  1、本文中的旅游者系指由旅行社组织接待的旅游团队/者。
  2、本文中的旅游经营者系指汕头市旅游星级饭店,旅行社,景区景点,旅游推荐单位。
  3、本文中的海外旅行商系指中国境外(含港、澳、台地区)持有旅行社经营许可证的组团社或旅行商。
  4、旅游散客对非旅游单位损害其合法权益的行为,可直接向“12315”或有关部门投诉。
  5、对不属于委托授权范围的投诉案件,应在7天内转交或建议投诉者转呈有关部门处理。
  6、旅游产品质量状况难以凭感官确定的,投诉者应提供法定鉴定部门的鉴定书。
  7、投诉者请求保护其合法权益的投诉时效期间为60天。投诉时效期间从投诉者知道或应当知道权利被侵害时起算。有特殊情况的,可以延长投诉时效期间。
  书面投诉书填写注意事项:
  1、投诉者应采用书面、来访或电话投诉(来访或电话投诉的,要求其随后递交书面投诉书;递交书面投诉书确有困难的,投诉人应亲自前往质监所进行笔录,并由本人签字确认)。投诉书要求字迹清楚明了,并载明下列内容:投诉者的姓名、性别、国籍、职业、年龄、单位(团队)名称、地址、联系电话。
  2、被投诉者的名称、通信地址、联系电话。
  3、投诉请求和根据的事实与理由。
  4、证据。

信息来源:市旅游局网站

 



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