State Post Bureau： In July, 69,063 complaints about express delivery services were accepted, accounting for a large proportion.

　　CCTV News:According to the website of the State Post Bureau, the State Post Bureau today issued the Notice of the State Post Bureau on Consumer Complaints in the Postal Industry in July 2016 (hereinafter referred to as the Notice). According to the Circular, in July 2016, the State Post Bureau and the postal administrations of provinces (autonomous regions and municipalities) accepted a total of 69,063 consumer complaints through the "12305" postal industry consumer complaint telephone and complaint website. 3,520 complaints related to postal services, accounting for 5.1% of the total complaints; There were 65,543 cases involving express delivery services, accounting for 94.9% of the total complaints.

　　The full text is as follows:

　　I. General situation

　　In July 2016, the State Post Bureau and the postal administrations of provinces (autonomous regions and municipalities) accepted a total of 69,063 consumer complaints through the "12305" postal industry consumer complaint telephone and complaint website. 3,520 complaints related to postal services, accounting for 5.1% of the total complaints; There were 65,543 cases involving express delivery services, accounting for 94.9% of the total complaints. Among the complaints accepted, 13,591 were effective complaints (corporate responsibility was determined), an increase of 1.0% over the same period of last year. There were 778 effective complaints involving postal services, accounting for 5.7% of the effective complaints; There were 12,813 cases involving express delivery services, accounting for 94.3% of the effective complaints. After mediation, all consumer complaints have been properly handled, saving consumers an economic loss of 3.534 million yuan. In July, the consumer’s satisfaction rate with the postal administration’s complaint handling was 97.4%, the satisfaction rate with the enterprise’s complaint handling result was 95.8%, and the effective complaint rate of the national express delivery service was 5.13 per million.

　　In July 2016, there were 13 complaints that enterprises failed to reply within the prescribed time limit, a year-on-year decrease of 7 complaints.

　　Second, the postal service complaints

　　In July 2016, there were 778 effective complaints from consumers about postal services, an increase of 18.4% month-on-month and 85.2% year-on-year.

　　In July 2016, the main problem of consumer complaints about postal services was the shortage of delivery services and mail loss, accounting for 69.8% of the total complaints.

　　In July 2016, the main problems of consumers’ complaints about postal services increased compared with last month, including receiving and sending services, mail delay, mail loss and shortage, and delivery services. Compared with the same period of last year, mail damage, mail loss, receiving and sending services, mail delay and delivery services increased by 275.0%, 210.3%, 113.8%, 50.7% and 33.2% respectively.

　　III. Complaints about Express Service

　　(A) the main problems of consumer complaints

　　In July 2016, there were 12,813 effective complaints from consumers about express delivery services, an increase of 6.9% from the previous month and a decrease of 1.7% from the same period last year.

　　In July 2016, the main problems of consumers’ complaints about express delivery services increased compared with last month, including delays, illegal charges, damage, delivery services and loss. Compared with the same period of last year, there were increases in damage, delay and payment collection, which increased by 5.2%, 4.5% and 4.0% respectively.　　　　　　　　　

　　Complaints are concentrated on delivery service, delay and loss, accounting for 43.2%, 18.9% and 18.3% respectively.

　　(2) Consumer complaints about express delivery companies

　　In July 2016, consumers made effective complaints against 42 express delivery companies. The effective complaint rate of express delivery services in China was 5.13 parts per million, an increase of 0.48 quarter-on-quarter and a decrease of 2.82 year-on-year. There were 12 express delivery companies that were higher than the effective complaint rate in China. The effective appeal rate of the national express delivery service was 2.22 parts per million, a year-on-year decrease of 1.27; The effective complaint rate of express mail loss and damage was 1.59 parts per million, a year-on-year decrease of 0.88; The effective complaint rate of express mail delay was 0.97 parts per million, a year-on-year decrease of 0.44.

　　Complaint rate table of major express delivery companies in July 2016

　　Unit: one effective complaint/one million express mail.