Chinanews.com, May 24. The State Post Bureau issued a notice on the official website of the complaints of postal users in April 2021.
According to the notice, in April 2021, the State Post Bureau and postal administrations of various provinces (regions, cities) handled a total of 18,253 complaints through the "12305" postal user complaint telephone and complaint website, a decrease of 31.4% from the previous month and a year-on-year increase of 9.1%.
There were 489 complaints involving postal service issues, accounting for 2.7% of the total complaints, a month-on-month decrease of 32.7%, and a year-on-year increase of 17.5%; 17,764 complaints involving express service issues, accounting for 97.3% of the total complaints, a month-on-month decrease of 31.4%, year-on-year An increase of 8.9%.
The notice shows that among the accepted appeals, there are 1500 valid appeals (for determining corporate responsibility), a decrease of 41.3% month-on-month and 38.9% year-on-year.
Among the effective complaints, 37 cases involved postal service issues, accounting for 2.5% of the effective complaints, a decrease of 36.2% month-on-month, and a year-on-year decrease of 31.5%; 1463 cases involved express service issues, accounting for 97.5% of the effective complaints, a decrease of 41.4% from the previous month. A year-on-year decrease of 39%.
In addition, the user satisfaction rate for the effective appeal handling of postal administration agencies was 98.4%, the satisfaction rate for effective appeal handling of postal enterprises was 100%, and the satisfaction rate for effective appeal handling of express companies was 97%.
There were 3 complaints from postal express companies to provincial postal administrations that failed to respond within the prescribed time limit, a decrease of 42 from the same period last year.
There were 40 complaints from postal express companies that failed to truthfully respond to the transfer of provincial postal administration agencies, a decrease of 35 from the previous month.
In terms of postal service complaints, users complained about 489 postal service problems, a decrease of 32.7% month-on-month and an increase of 17.5% year-on-year.
The main problems of postal service complaints are delivery service, mail loss and mail delays, which accounted for 50.1%, 20% and 18.4% of the total complaints respectively. The month-on-month decline was significant, and the obvious year-on-year increase was the delivery service problem.
The notice mentions the secondary reasons for the main problems of postal service complaints. The main proportion of delivery service complaints is false receipts, the main proportion of mail loss and shortage complaints is dissatisfaction with the amount of compensation for enterprises, and the main proportion of mail delay complaints is transit or transportation. Delay.
Regarding the effective appeals of postal services, users had 37 effective appeals on postal service issues, a decrease of 36.2% month-on-month and 31.5% year-on-year.
The main problems of effective appeals for postal services are the shortage of mail loss, delivery service and mail delay, which accounted for 43.2%, 29.7% and 24.3% of the total effective appeals respectively. The month-on-month decline was significant, and the obvious year-on-year decline was the problem of mail loss.
The notice also mentioned the situation of express service complaints. There were 17,764 complaints about express service problems from users, a decrease of 31.4% from the previous month and an increase of 8.9% from the same period last year.
The main problems of express service appeals are the lack of express mail, delivery service and express mail damage, which accounted for 33.2%, 22.5% and 21.3% of the total appeals respectively. The month-on-month decline was significant, and the obvious year-on-year increase was the delivery service problem.
In addition, the main proportion of complaints about express mail loss and shortage is dissatisfaction with the amount of compensation for enterprises, the main proportion of complaints about delivery services is false receipts, and the main proportion of complaints about express mail damage is dissatisfaction with the amount of compensation for enterprises.
There were 1,463 effective complaints from users about express service issues, a decrease of 41.4% month-on-month and 39% year-on-year.
The main problems of effective appeals for express delivery services are the lack of express delivery, delivery service and express delivery delays, which accounted for 36.6%, 30.1% and 16% of the total effective appeals respectively, and both dropped significantly compared to the previous month and year-on-year.
In terms of complaints from major express delivery companies, the average complaint rate of express delivery companies across the country (a million express mail business volume) is 1.95, and the average effective complaint rate is 0.16.
Among the main issues that users appealed to express delivery companies, the average complaint rate for express shipments was 0.65, the average delivery service complaint rate was 0.44, the average shipment damage complaint rate was 0.42, and the average express shipment delay complaint rate was 0.33.
In the case of express service appeals at the provincial level, the provincial express service appeal rate (one million express mail business volume) averaged 1.06, and the effective appeal rate averaged 0.09.
Among the main problems of express service appeals at the provincial level, the average express delivery loss and shortage appeal rate was 0.35, the average delivery service appeal rate was 0.24, the average express damage appeal rate was 0.23, and the average express delay appeal rate was 0.18.
The notice also mentioned that the 22 major express companies' complaint handling work comprehensive index averaged 93.65, 15 express companies above the average number, and 7 companies below the average number.
The average comprehensive index for the handling of complaints by provincial postal administrations was 96.01, 21 areas higher than the national average, and 10 areas lower than the national average.