Express Service Quality Commitment Letter

In order to conscientiously implement the spirit of the State Post Bureau Document No. 201130 "Opinions on Doing a Good Service Guarantee in the Peak Season for Express Delivery Business", accelerate the transformation and upgrading of enterprises, strengthen the construction of service integrity, and ensure the service quality of express delivery business during the peak season, China In accordance with the Association's "Self-Discipline Convention", the Express Association organized relevant member companies of the association to sign a commitment letter to ensure express delivery services during the peak season.

The heads of various enterprises have expressed their intention to conscientiously implement the "Letter of Commitment", strive to strengthen the construction of the integrity system, ensure that the service quality of express delivery business is not slack during the peak season, and make new contributions to serving the economy and society. Government departments and all sectors of society are welcome to provide guidance and supervision.

The content of the letter of commitment is as follows:

1. The contracted enterprise must conscientiously organize various entities within the enterprise network to study the "Postal Law" and the relevant regulations formulated by the State Post Bureau to provide express delivery business peak season services. We must ensure the work rules and regulations and fully understand that express delivery services are related to the vital interests of hundreds of millions of people and are a major issue related to social harmony and people's livelihood. The China Express Delivery Association will hold training courses in phases and in batches to unify thinking and standardize service behavior using the Postal Law and relevant rules and regulations to ensure service quality during the express delivery peak season.

2. Strengthen organizational leadership. The contracted company establishes an "Express Delivery Peak Season Service Guarantee Leading Group" headed by the company's legal representative and composed of heads of operations, network, quality, information and other business departments as members. Clarify the division of labor, assign responsibilities and tasks to each person, and make everyone responsible. The list of members and contact numbers of the enterprise leadership group, area leadership group and provincial capital city leadership group shall be reported to the State Post Bureau and China Express Delivery Association. The China Express Express Association shall, under the leadership of the State Post Bureau, strengthen coordination and monitoring, supervise and support member enterprises Undertake social responsibilities in accordance with the law and ensure smooth service network.

3. The contracted enterprises must predict and grasp the regular dynamics of business development based on their own actual conditions, and carefully formulate specific measures for manpower, equipment, transportation, collection and delivery, overtime wages and other measures during the peak express season to ensure that each outlet The company's (collection and delivery points) express shipments are not backlogged, delayed or damaged, ensuring that service quality is not reduced. Relevant specific measures formulated by service entities in cities above the provincial capital will be summarized and submitted to the State Post Bureau and the China Express Association to ensure that fast, accurate, safe and convenient services are provided to the general public. The China Express Association will strengthen communication and coordination with the e-commerce industry to provide timely information services to member companies.

4. The contracted enterprises must develop a reserve fund system to support express delivery business peak season services with sufficient funds for recruitment of employees during peak production seasons, emergency transportation vehicles, overtime pay, etc., to ensure that the quality of express delivery services during holidays is not compromised. reduce.

5. Establish a reporting system for the suspension and closure of service outlets in accordance with the law. The contracted companies ensure the security and smoothness of the entire network throughout the entire process. If any service outlets, processing centers and networks need to close or cease operations due to special reasons, they must report to the local postal regulatory authorities and industry associations in a timely manner. Business can be suspended or suspended only after approval, but express shipments must be properly connected and processed in advance. Except for force majeure reasons, express shipments will not be backlogged or delayed for any reason.

6. Ensure smooth flow of information. During the peak season for express delivery services, the contracted companies have established and improved a 24-hour duty system. Implement the work content, on-duty personnel, and contact information, and pay attention to the collection, monitoring, and analysis of information throughout the network. Once problems are discovered, report them to government regulatory authorities and industry associations in a timely manner, and communicate and coordinate in a timely manner.

7. Establish an emergency management mechanism. The contracted enterprises shall comply with the postal industry emergency plan management regulations and establish an emergency response mechanism for emergencies during the peak season of express delivery business. Once a sudden emergency occurs, the emergency response mechanism shall be activated in a timely manner, effective measures shall be taken to control the development of the situation, and the matter shall be reported truthfully to the local postal regulatory authorities and industry associations in a timely manner.

8. Pay great attention to safety work. The contracted enterprises shall implement various safety management systems of the State Post Bureau to ensure the safety and smooth flow of transportation trunk lines. Carry out careful investigation and guidance on difficult problems and potential safety hazards. Resolute measures must be taken to resolve problems that appear to be unstable. If the company cannot solve the safety problem in time, it must immediately contact other departments such as transportation and public security agencies to cooperate with each other to form a joint force to prevent mass incidents. Industry associations at all levels should proactively assist enterprises, coordinate relevant departments, and effectively solve problems from the perspective of maintaining social harmony and stability.

9. Maintain the unity of the entire network and establish and improve a system for balanced network development. The contracted enterprises shall formulate a fair and reasonable intra-network settlement system based on their own actual conditions, and timely settle various expenses among multiple entities within the network to ensure smooth operation of the network. In order to protect the legitimate rights and interests of couriers and continue to adhere to the paid express delivery system, the contracted companies agree in principle that the express delivery fee in the western region will not be less than two yuan and 50 cents per item, and will independently adjust the paid express delivery fee based on the development process. Adhere to the unification of the entire network and form an in-network settlement system suitable for this enterprise based on the principle of distribution according to work.

10. In accordance with the requirements of the State Post Bureau Guoyoufa [2011] No. 30 document, the China Express Association shall do a good job in organization and coordination, information services and various support services, so that all requests put forward by member companies will be fulfilled. Someone is responsible for everything and everything falls into place.

11. If a contracted enterprise violates the "Letter of Commitment", the China Express Delivery Association will take measures such as interviewing the person in charge of the enterprise, giving a written warning, notifying criticism, or reporting it to the competent government department for administrative handling.

Express Enterprise Safety Production Responsibility Commitment

The "Express Service" standard was officially implemented on January 1, 2015, and the "Express Delivery Market Management Measures" was also implemented in March 2015. It will be officially implemented on the 1st. In order to implement the "Express Service" to standardize express delivery services, improve the overall service quality and further standardize express delivery business operations, we actively respond to the "Express Delivery Market Management Measures" and cooperate with the implementation of the Shanxi Provincial Postal Administration and Zhongtong Express Management Zone's regulations on strengthening express delivery In order to supervise and manage the market and promote the healthy and orderly development of the express delivery industry, the following commitments are made:

1. I (name: ) will strictly carry out daily work in accordance with the "Express Service" and "Express Business Operation Guidelines" .

2. Effectively strengthen the supervision and implementation of express delivery service quality

According to the requirements of the "Express Service", conscientiously implement various service standards, seriously investigate and deal with violations of the "Express Service" standards,

Illegal acts that seriously harm the interests of users. Supervise express delivery practitioners to implement the "Express Service" standards and "Express Business Operation Guidance Specifications". I promise:

Express parcel collection: Strictly implement 100% unpacking and inspection of express parcels, and eliminate all types of violations and violations. If items flow into the company's network, resulting in related responsibilities, I am willing to bear all responsibilities for receiving the express delivery;

Express delivery distribution: Strictly operate in accordance with the "Express Service" standard operation, and prevent barbaric sorting, throwing, trampling or other damage I am willing to bear all responsibilities for express mail (email) and other illegal activities, resulting in relevant economic and legal liabilities;

Express mail transfer: operate in strict accordance with the "Express Service" standard operation, and prevent barbaric sorting, throwing, trampling or I am willing to bear all responsibilities for illegal activities such as damaging express mail (email) in other ways, resulting in relevant economic and legal liabilities;

Express delivery: Strictly implement door-to-door delivery services, take photos for receipt, and eliminate false signatures to ensure express delivery Delivered safely.

3. Strictly ensure the security of customer information

In accordance with the requirements of the "Postal Law" and "Express Service", ensure the security of customer information, and promise: not to buy or sell, not to leak customer information, to ensure Customer personal information is safe. If customer information is leaked due to careless management or operation, I am willing to bear all responsibilities;

Commitment company or department: (Company seal)

Commitment person: (Sign and fingerprint)

Commitment date:

Nanjing STO Express Service Commitment

Nanjing STO Express Service Co., Ltd. has been adhering to the principle of "unity, pragmatism, The enterprise spirit of "pioneering and innovative" has won the trust and support of our customers over the past ten years of operation. Our company has officially become a member of Jiangsu Postal Management Association at the end of 2007.

In order to better serve the society, actively respond to the Jiangsu Province express delivery enterprises' initiative to consume with confidence and provide civilized services, and realize the service concept of "fast, accurate, safe and considerate" for express delivery, we now make the following service commitments to our customers and strictly abide by them. Accept social supervision:

1. Pickup time limit commitment:

Within three to five hours after receiving the order

2. Delivery time limit commitment:< /p>

Within 24 hours for cities above the county level in Jiangsu, Zhejiang, Shanghai and Anhui, 24 to 48 hours for some remote areas; 24 to 48 hours for cities such as Beijing, Guangzhou, Shenzhen;

48 hours for other domestic shipments, 48-72 hours in some remote areas.

(In case of natural disasters and force majeure, this commitment will not be followed)

3. Service method commitment:

Door-to-door service

4. Price commitment:

Documents: Jiangsu, Zhejiang, Shanghai and Anhui 8 yuan/ticket, other provinces 15 yuan/ticket

Package: Jiangsu, Zhejiang, Shanghai and Anhui first weight 15 yuan/kg, additional weight 6 yuan/kg

From other provinces, the first weight is 20 yuan/kg, and the additional weight is 15 yuan/kg

(If the monthly business volume exceeds ￥3,000, you can get a 10% discount, and if the monthly business volume exceeds ￥5,000, you can get a 20% discount. Discount)

5. Delay and loss compensation commitment:

According to the "Express Delivery Industry" promulgated and implemented by the Jiangsu Postal Management Association on January 1, 2015 Standard>>, the following commitments are made for compensation for delays, losses, etc. of express shipments:

1. Delay: If the express shipment is delivered beyond the agreed time limit, the service fee will be waived.

2. Loss: For uninsured express items that are lost, the compensation standard shall not be lower than the maximum compensation for letter express items determined in the "Express Service

Standards" and shall not exceed the service fee

Twice;

The maximum compensation for item-type express shipments shall not exceed five times the service fee

If the insured value is insured, compensation will be based on the insured value, and the insured rate is 3%.

6. Claim processing time limit commitment:

International express shipments shall not exceed 60 calendar days, and other express shipments shall not exceed 30 calendar days.

7. Civilized service commitment of employees:

Dress neatly, use civilized language, have a friendly attitude, and answer customer questions enthusiastically

8. Centenary Olympics, all people participate

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In 2015, Beijing held the "Olympic Games" and "Paralympic Games" one after another. According to the requirements of the Jiangsu Provincial Postal Management Association, all express delivery companies must strictly implement the cargo inspection system, especially express shipments sent to Shanghai, Beijing, Tianjin, Shenyang, Qingdao, and Hong Kong must achieve 100% inspection and comply with the "Prohibited Shipping" Item Guidance Catalog and Handling Methods" to ensure the safety of express delivery.

The above-mentioned letter of commitment is subject to extensive supervision by the whole society.

Nanjing Shuntong Express Service Co., Ltd.

Express Delivery Integrity Service Commitment

Dear consumers:

I am Ganzi Prefecture Guo Dong of STO Express Company, first of all, on behalf of all express delivery companies, I would like to express my heartfelt thanks to the Garze Prefecture Consumer Council, consumers and all walks of life for their concern and support for our express delivery companies! Honesty and trustworthiness are the "foundation and foundation of a company's business" and are also the inexhaustible driving force for its sustainable development and enhanced market competitiveness. At present, the express delivery industry in Garze Prefecture has entered an unprecedented new stage of sustainable, healthy and rapid development. In order to fulfill the social responsibility of the industry, create "assured express delivery" and "satisfactory express delivery", and establish a new image of honest service in the express delivery industry in Garze Prefecture, on behalf of Kangding Regional express delivery companies make the following commitments to consumers:

First, focus on safety and build harmony. Standardize business behavior, strictly implement the inspection and inspection system for receipt and delivery, consciously implement various safety management systems, and ensure the safety and smooth flow of transportation trunk lines. Carry out careful investigation and guidance on difficult problems and potential safety hazards. Resolute measures must be taken to resolve problems that appear to be unstable. Ensure safety precautions are taken from the source of delivery channels, maintain the order of the express delivery market, and promote the healthy and harmonious development of society.

The second is to improve efficiency and operate in accordance with the law. Efficiency is the guarantee for the survival and development of express delivery.

In response to the problem of "express delivery is not fast and fails to reach consumers within the promised time limit", express delivery companies should have a strong awareness of efficiency, improve the speed of receipt and delivery, and ensure that the mail is delivered to customers as soon as possible within the promised time limit. Efficient services win the trust and support of consumers.

The third is civilized work and standardized operations. Earnestly implement the operating specifications of the "Express Service" to ensure that users' express mail is not backlogged, delayed, damaged, or brutally sorted, ensuring that it is finally safely delivered to customers and signed for, protecting user information and secrets, and ensuring the safety of express mail.

The fourth is to keep promises and provide high-quality services. Publicly announce service prices, service commitments, service telephone numbers, and business hours, and strictly abide by delivery time limits. Adhere to civilized and polite language and provide fast, accurate, safe and convenient express delivery services.

The fifth is to clear channels and protect the rights and interests of consumers. Smooth complaint acceptance channels, ensure that the customer service phone line is open 24 hours a day, patiently and enthusiastically receive inquiries and complaints, treat receipts and deliveries in the same way, handle them in a timely manner, and settle claims in a timely manner, resolutely safeguard the legitimate rights and interests of consumers, and allow consumers to consume with confidence. Satisfied consumption.

Sixth, have the courage to take responsibility and contribute to society. Vigorously promote the dedication of poverty alleviation and repaying society, care for people's livelihood, strive to benefit the development results of the express delivery industry to the wider public, strengthen the express delivery industry's responsibility for social development, actively participate in public welfare activities, and strive to be a model of accelerating development and contributing to society .

Commitment companies:

Kangding Shentong Express Co., Ltd.

Chengdu West Zhongtong Express Co., Ltd.

Ganzi Prefecture Fuyun Yuantong Express Co., Ltd. Responsible company

Kangding Bangning Express Co., Ltd.

Garze Prefecture Kaiyunda Express Service Co., Ltd.

China Express Logistics Company Garze Prefecture Branch (ems)< /p>

Chengdu Dongjun Express Logistics Co., Ltd. Ganzi Prefecture Branch

Chengdu Guochang Express Co., Ltd. Kangding Sales Department

August 15, 2015