Which department should I complain to if there is a problem with express delivery?

If there is a problem with express delivery, you can complain to the State Post Bureau, or directly to the official customer service of the express delivery company, and find the online customer service on the official website of the express delivery company to report the corresponding problem.

1. Complaint method:

1. Make a complaint on the official website. Search the official website of this express delivery through the browser, go to the home page of the official website, click the online customer service option, enter the chat page with the official customer service, and fill in the complaint content.

2. Call its official customer service complaint hotline. Open the browser and search for the official customer service hotline of the express delivery, and call it to be transferred to the official customer service for feedback.

3. Call the postal industry consumer complaint hotline - "12345" (the original 12305 hotline has been merged into 12345) to provide feedback. The online hours of manual customer service are from Monday to Friday 8:30-17:30 (10:00-19:00 in Xinjiang, 9:00-18:30 in Tibet.)

4. Use the State Post Bureau’s complaint website to provide feedback. Open the browser to query the "State Post Bureau Complaint Website", click and enter the homepage to log in, and fill in the personal information and specific appeals according to the guidelines given on the interface.

5. Submit complaints and feedback through the WeChat official account. Find the postal industry consumer complaint WeChat public account through WeChat and click Follow, enter the public account, select I want to complain - submit a complaint on the left side of the dialogue interface, enter the complaint reminder page, after reading the platform prompts, click at the bottom of the page I just want the appeal option.

2. The sender shall truthfully provide the following items when handing over express mail:

1. Sender’s name, address, and contact number;

2. Recipient's name, address, and contact number;

3. Name, nature, and quantity of the items to be delivered.

Except for letters and express mail sent by users who have signed a security agreement, companies operating express delivery business must check the identity of the sender and register the identity information when receiving or sending express mail, but it must not be included in the express waybill. Record user identity information other than name, address, and contact number. If the sender refuses to provide identity information or provides false identity information, companies operating express delivery services are not allowed to accept or send the goods.

3. If the express mail cannot be delivered and cannot be returned, it shall be handled in accordance with the following regulations:

1. If it is a letter and has not been claimed for more than 6 months from the date when it is confirmed that it cannot be returned, The express delivery business enterprise shall destroy it under the supervision of the local postal administration department;

2. If it is express mail other than letters, the express delivery business enterprise shall register it and handle it in accordance with the regulations of the postal administration department of the State Council;

3. If it is an inbound express shipment, it will be handed over to the customs for processing in accordance with the law.

Legal basis:

Notice of the State Post Bureau on the issuance of the "Measures for Handling Complaints from Postal Industry Users"

Article 2 Users’ complaints against postal enterprises and express delivery businesses When an enterprise (hereinafter collectively referred to as the enterprise) files a complaint about the service quality, the postal management department handles the user complaint, and when the enterprise handles the complaint matter forwarded by the postal management department, these Measures shall apply.

Users referred to in these Measures include senders and recipients of mail and express mail, as well as natural persons, legal persons or other organizations using other postal services.

Article 4: The postal management department handles user complaints through mediation and shall provide a reply to the user who submitted the complaint within 30 days from the date of receipt of the complaint.

Article 7: Users may call the postal management department’s dedicated complaint hotline or log on to the postal management department’s website to lodge a complaint, or they may submit a complaint by letter or other means.

The postal management department shall disclose to the public the special telephone number for complaints, the website complaint path, the unit's complaint handling working hours, mailing address and other information to facilitate users and enterprises to inquire.

The special telephone number for complaints is "12305", prefixed with the area code of the provincial capital, capital, or municipality directly under the Central Government. The postal management department shall have someone on duty to man the dedicated telephone number for complaints during the working hours for handling complaints. If the dedicated hotline for complaints is suspended for any reason, the postal management department shall publicize the reasons for the suspension, the suspension time and other means of appeal, and keep the appeal channels open.

"Interim Regulations on Express Delivery"

Article 28 Enterprises operating express delivery business shall implement information management of the entire express delivery process, publish contact information, ensure smooth communication with users, and provide Users are provided with services such as business consultation and express mail inquiry. If users are dissatisfied with the quality of express delivery services, they can complain to the express delivery business enterprise. The express delivery business enterprise shall handle the complaint and inform the user within 7 days from the date of receipt of the complaint.