■Our reporter Li Hongtao / photo
"Without my consent, the express mail was signed and collected by the Lark Bird Station, and I had to pick it up at the station myself. The courier didn't deliver the item to the door, but just sent a text message. This approach is really too much."2 On the morning of March 25, Mr. Jiang, a consumer in Meihekou City, Jilin Province, said angrily when interviewed by a reporter from China Consumer News.
In the past two years, like Mr. Jiang, many express customers in Meihekou City have encountered situations such as collection and non-delivery to the door when receiving express mail.
The station collects express mail without the customer's consent
According to Mr. Jiang, whenever an express mail arrives, he will receive a text message on his mobile phone to remind him that the express mail has been delivered properly. The station is to sign for the pick-up code.
Mr. Jiang said that he had never authorized Lark Bird Station to collect express mail on behalf of him, and every time he filled in the delivery address was the home address specific to the house number.
However, the courier never took the initiative to deliver the parcel to the door, but to the lark post.
Mr. Jiang said that he had negotiated with the lark on this issue, and because of his tough attitude, the express mail would be delivered to the door.
Mr. Jiang believes that the courier's practice of not delivering the parcel to the door violated his legitimate rights and interests.
On the afternoon of February 25, a reporter from China Consumer News visited a number of residential communities in Meihekou City on the issue that the Lark Station collects express mail from customers and the courier does not take the initiative to deliver the mail to the door.
When visiting Shuiyuntian Community, many residents also said that the courier did not take the initiative to deliver the parcel to the door, and the parcel needed to be picked up at the Lark Station.
In the residential area of the northern new city, Mr. Ren said: "The courier should deliver the parcel to the door according to the address indicated on the courier. What right does the Lark Station have the right to collect the customer's express? In addition, the station collects, how do we inspect the goods? If If the courier is damaged or lost, who is responsible?"
According to the reporter's understanding, Article 17 of the "Measures for the Administration of the Express Market" stipulates that enterprises operating express delivery services should inform the recipients of face-to-face acceptance when delivering express mail (mail).
Express (mail) packaging is intact, signed by the recipient to confirm.
Lark Inn accused of lowering service quality
According to a survey by a reporter from China Consumer News, there are currently more than 40 lark post stations in the urban area and suburbs of Meihekou City.
A person familiar with the matter told reporters that the Lark Station was jointly funded and established by ZTO Express, Shentong Express, Yuantong Express, and Yunda Express (locally known as "Three Links and One Da").
In the Lark Station in Shanghewan Community, the reporter saw that users came to pick up the parcels one after another.
It is understood that the station currently has two staff members.
During the conversation, a female staff member said that after the express car with "three links and one delivery" delivers the express to the station every day, the user will come to pick up the package after receiving a text message from the express company.
When the reporter asked whether the post was delivered to the door, the staff member said that sometimes it would be delivered to customers he knew next to the post, and other customers did not need to deliver.
During the interview, many citizens said that the Lark Station has greatly reduced the quality of express delivery services.
Article 16 of the Measures for the Administration of the Express Delivery Market stipulates that an enterprise operating express delivery business shall deliver the express mail (mail) to the agreed recipient address and the recipient or the recipient designated by the recipient.
Mr. Ren believes that in order to reduce operating costs, the courier company has transferred the delivery responsibility that should have been assumed to the recipient.
Xie Wanyu, director of the News and Public Affairs Department of the Consumers Association of Jilin Province, said in an interview with a reporter from China Consumer News that in accordance with the relevant regulations on express delivery management, companies operating express delivery services should deliver express mail (mail) to the agreed recipient address. and recipients.
When Lark Station handles express delivery business, it should take the initiative to deliver the parcel to the door, instead of waiting for the customer to come to the door to pick up the parcel.
It is reported that the "Three Links and One Da" express company jointly established the lark post station. Its operation mode is not self-operated, but seeks franchisees from the society.
In order to understand the relevant situation of the franchise, a reporter from "China Consumer News" made an unannounced investigation on the matter as a franchisee.
A manager surnamed Xiao received reporters at the Shentong Express Co., Ltd. in Taiwan's urban district.
According to Manager Xiao, the Lark Station is a joint venture established by "three links and one delivery", and franchisees can sign a franchise agreement with any of the four express delivery companies.
At present, the joining fee is 20,000 yuan per year, the deposit is 30,000 yuan, and the system software usage fee is 1,500 yuan per year.
Regarding how to set up a station, Manager Xiao told reporters that franchisees need to rent a house to set up a station, and then go to the municipal affairs hall to apply for the "Business License", and the company is responsible for filing with the postal administration department.
In addition, office equipment such as computers are also provided by the franchisees themselves, and the company does not provide them.
When it comes to how the franchisees make profits, the reporter got the reply: each express (regardless of size) commission 0.50 yuan.
If the express mail is collected, the four express companies will give the reserve price, and each express franchisee can earn 2-3 yuan.
Manager Bai of Zhongtong Express Co., Ltd. in Meihekou City told the reporter of "China Consumer News" that the Lark Station is a new format in the express delivery industry.
According to the company's management regulations, if the customer has a request, the express must be delivered to the door.
If there is a complaint due to the failure to deliver the item to the door, the company will impose a fine on the Lark Station involved.
When talking about the problem of Lark Bird Station's collection of express mail without the permission of the customer, Manager Bai said: "It's not collection, it is automatically generated and displayed by the system. When the customer picks up the package, he can inspect the package on the spot. If the package is lost or damaged, it will also be It will be dealt with in accordance with relevant regulations.”
Postal Administration: Courier service should deliver to your door
In an interview with a reporter from China Consumer News, Manager Zou of China Post Group Co., Ltd. Meihekou Branch in Jilin Province said that at present, the postal administrative jurisdiction of Meihekou City lies in Tonghua Postal Administration.
On the morning of February 28, Section Chief of the Market Supervision and Management Section of the Tonghua Post Administration Bureau was interviewed by a reporter from "China Consumer News" and said that the Bailing Bird Station established by the "Three Links and One Da" in Meihekou City was registered with the bureau in accordance with the law. It is a legitimate business network.
Talking about the problem of non-delivery to the door reported by the customer, Section Chief Xia said that if the customer has a request, the courier company must deliver it to the door.
Recently, I will go to Meihekou City to check the services of express delivery companies.
The relevant person in charge of the Market Supervision and Management Office of the Jilin Provincial Post Administration said that the Bailingniao Station established by the "three links and one delivery" in Meihekou City belongs to the service end of the express market, and can be filed with the postal administration in the jurisdiction in accordance with the "Interim Regulations on Express".
Recently, the State Post Bureau is soliciting public opinions on the "Administrative Measures for the Express Delivery Market (Revised Draft)", which clarifies the specification of the terminal delivery service in the express delivery industry: "Without the consent of the user, you shall not confirm the receipt of express mail on your behalf, and shall not arbitrarily transfer the delivery service. Express delivery to smart express boxes, express service stations and other express terminal service facilities.”