The courier is very overbearing. How can I complain about him?

It is said that life is incomplete without quarreling with the courier. Now, who hasn't met a few proud couriers? You may be scolded if you are not at home, and you may be scolded if you don't go downstairs to pick up the goods in time. Even if it happens to rain that day, they will suffer from dirty eyes and smelly faces. If you ask to sign for the goods first, you will be sprayed with "I will be greedy for this thing with a monthly income of 20 thousand", or others will leave with the goods, which will make you dumbfounded.

Case playback

If you complain to the State Post Bureau, the courier will be severely punished.

At the beginning of August, when the white-collar Kobayashi received the package from ZJS Express, he found that the package was squashed. She asked to open the package for inspection before signing. After listening to the words, the courier packed the parcel and turned to leave. When Kobayashi followed the argument, he didn't expect the courier to put on a posture and turn around to hit someone. "Fortunately, I was holding a knife to open the parcel!" Xiaolin complained angrily. As a result, ZJS made more than a dozen internal complaint calls and received a "threatening message" from the courier before. The last magical website helped her get it done-official website, State Post Bureau. Almost the next day, she received a domino apology call from ZJS, first the courier company, then the branch company, and finally the Beijing headquarters.

You can find the column of "Consumer Complaints" on the website of the State Post Bureau of the People's Republic of China, or you can enter the website directly to the complaint center. This is completely different from the internal complaints of various courier companies. According to Mr. Chang, the head of Shenzhen SF Express foreign media, the State Post Bureau is the management organization of all express delivery companies, which is as effective as complaining directly to the Industrial and Commercial Bureau when buying fake goods.

In addition to online complaints from the State Post Bureau, you can also call the complaint hotline 12305, which has exactly the same function as online complaints, but only answers them manually.

The reporter interviewed several couriers in Shenzhen at random. A salesperson of ZTO Express said that if he received a complaint from the State Post, the company would fine each courier 2,500 yuan. He had heard of the heavy penalty of "deducting the salary of the current month" before.

Wang Feng, manager of the personnel department of Shentong, said that although "I have never heard of such severe punishment", if the complaint of the State Post is implemented, the courier will be fined and the whole courier company will be warned by the State Post Bureau. He introduced that under normal circumstances, the State Post Bureau will directly notify the courier company of complaints and warnings, and the fines will be paid uniformly after accumulation. For example, on 20 1 1, the State Post Bureau issued the first ticket for "violent sorting" to Shanghai Pudong Jinqiao Shentong Express Co., Ltd., fined 60,000 yuan and suspended business for rectification 1 month.

"In fact, it is not entirely a question of fines. Being warned too much by the State Post Bureau will discredit the industry. " Wang Feng explained that the competition in the express delivery industry has reached a white-hot level, and the most important thing is to occupy the market. Once there is a reputation problem, it will be very unfavorable for the company to face competition. "In recent years, the State Post Bureau has also combined complaint handling with 3 15 consumer rights protection activities, so express delivery companies are more cautious."

Complaint strategy

It only takes 15 minutes to make a complaint on the website of the State Post Bureau.

1. Complaints on the website of the State Post Bureau: According to the reporter's personal experience, complaints on the website of the State Post Bureau can be registered as long as 15 minutes.

Step 1: Log in to the complaint website 1 1: 00, click "New User Registration" and fill in basic information, including real name, contact number, etc. , and successfully registered.

Step 2: 1 1: 05 Log in successfully, click "I want to complain", select the name and content of the company to complain, and then fill in your name, phone number, express number, etc. Therefore, the courier must be kept well, and there are relevant information necessary for complaints.

Step 3: 1 1: 15 Complete the complaint, and you can see that your complaint status has been changed to "Processing".

The State Post Bureau promised to have a reply within 30 days, but according to previous cases, the courier company would call in two or three days to understand the situation and make an apology accordingly.

2. Call 12305 to complain: Shenzhen is neither a municipality directly under the central government nor a provincial capital city, so you need to call the provincial capital city, that is, Guangzhou area code 020+ 12305. You can choose manual service, and at the prompt of the operator, enter your own information and complaint reasons (consistent with the content to be registered on the website). The commitment period is also 30 days.

3. The Consumer Council teaches you how to complain: Wei Xin, the complaint consulting department of Shenzhen Consumer Council, suggests the following in view of the most concentrated complaints:

Situation A. The express delivery is not timely, and it is difficult to delay the claim. Try to choose a reputable company. If there is a delay, it is useless to complain to the courier company. You can take judicial measures to claim compensation for the courier delay according to the Postal Law of People's Republic of China (PRC) and the Code of Courier Service.

Situation B. When the mail is damaged or lost. At present, it is difficult for consumers to obtain satisfactory compensation. Courier companies often make some provisions through the contract terms of the company's express waybill, contract terms, delivery service terms, service contracts, express service agreements, etc., such as the loss or damage of goods is only compensated by postage. Thus exempting the operator from the liability for breach of contract, which violates the relevant provisions of the General Principles of the Civil Law and the Consumer Protection Law. Usually, the uninsured express mail is handled in accordance with the Postal Law, the Detailed Rules for the Implementation of the Postal Law and relevant regulations (that is, compensation is made according to the multiple of the express freight, up to 5 times), so when mailing valuables, the price should be insured according to the actual value of the items.

Situation C. The courier is noble and Leng Yan, which makes the sender's personal dignity insulted. Change the courier company or complain to the courier company headquarters.

Situation D. Most express delivery requires "sign first, then unpack", which makes it impossible to successfully insure insured items. When receiving goods, inspect them first and then sign for them. Especially when the outer packaging is damaged, you must first inspect the goods in front of the courier. If there is a problem, you can ask the courier to mark the documents and negotiate compensation with the courier company in time. There was once a complaint case that a mobile phone with a value of 5,000 yuan was replaced by a cheap cottage phone after being signed by the recipient, but because it had been signed, the complaint mediation was invalid and could only be solved through judicial channels. At present, the Postal Law has no specific punishment measures for obvious violations of certain enterprises. However, the promulgation of the Regulations on the Administration of Express Delivery in Guangdong Province stipulates that enterprises can be fined up to 30,000 yuan in violation of regulations, and consumers can make use of this provision to make complaints.