According to the Postal Savings Bank of China Consumer Complaint Management Measures 2020 Edition Consumer Complaint Handling

1. Article 12 If consumers make complaints through letters, faxes, text messages, emails and the 12315 website complaint platform, they should state: the consumer’s name, address, phone number and other contact information ;The name and address of the respondent; the requirements, reasons and relevant factual basis for the complaint; the date of the complaint, etc. If consumers make complaints via telephone, door-to-door, etc., the staff of the industrial and commercial administration department shall record the information in the preceding paragraph. Article 13 Consumers may file complaints in person or entrust others to file complaints on their behalf. If a consumer entrusts an agent to make a complaint, he or she shall submit the complaint materials specified in Article 12 of these Measures, the original power of attorney and the identity certificate of the trustee to the industrial and commercial administration department. The power of attorney shall specify the entrustment matters, authority and time limit, and shall be signed by the consumer himself. Article 14 If there are two or more consumers who complain about the same subject, if the industrial and commercial administrative department deems that they can be combined and accepted, and with the consent of the parties concerned, the complaints will be considered as the same. ***The same complaint can be made by two representatives nominated and authorized by the consumer in writing. The representative's complaint shall be effective for the consumer he represents, but the representative's change, abandonment of complaint request, or settlement must be subject to the consent of the represented consumer.