In June, the postal service handled nearly 45 thousand consumer complaints, and the problem of express delivery service exceeded 90%

　　BEIJING, July 22 (Xinhua) The State Post Bureau today issued a notice on consumer complaints in the postal industry in June 2019. According to the circular, the State Post Bureau and the postal administrations of provinces (autonomous regions and municipalities) handled a total of 44,844 consumer complaints in June, of which 42,840 involved express delivery services, accounting for 95.5% of the total complaints.

　　According to the circular, in June 2019, the State Post Bureau and the postal administrations of provinces (autonomous regions and municipalities) handled a total of 44,844 consumer complaints through the "12305" postal industry consumer complaint telephone and complaint website. There were 2004 complaints involving postal services, accounting for 4.5% of the total complaints; There were 42,840 cases involving express delivery services, accounting for 95.5% of the total complaints.

　　Among the complaints handled, the number of effective complaints (determining corporate responsibility) was 1637, a decrease of 68.1% over the same period of last year. Among the effective complaints, 158 involved postal services, accounting for 9.7% of the effective complaints; There were 1479 cases involving express service, accounting for 90.3% of the effective complaints.

　　Consumer complaints in the postal industry were all mediated according to laws and regulations, which saved economic losses of 5.043 million yuan for postal consumers. The satisfaction rate of consumers in postal industry is 98.2% for the effective complaint handling of postal administration, 95.5% for postal enterprises and 96.7% for express delivery enterprises.

　　In June, there were 13 complaints that enterprises failed to reply within the prescribed time limit, a decrease of 11 compared with the same period last year.

name of the company Jiangsu(Province) Fujian(Province) Guangdong Sichuan(Province) total Kuayue express one 　 one 2 four Di Sifang 　　 one one 2 Sur 　 one 　　 one Anneng express 　　 one 　 one Pinjun express one 　　　 one other 　　 four 　 four total 2 one seven three 13

　　Postal service complaints

　　— — Complaints of postal consumers about postal services

　　In June, there were 2,004 complaints from postal consumers about postal services, down 11.4% from the previous month and 24.0% from the same period last year.

serial number Complaint content Number of complaints Percentage% Chain% Year on year% letters Package remit newspapers and periodicals collect stamps other one Delivery service 950 47.4 -10.0 -23.6 845 65 one twenty three 16 2 Missing shortage 393 19.6 -17.1 -38.3 311 67 0 nine 0 six three delay 309 15.4 -2.5 -16.5 262 43 one 2 0 one four damage 134 6.7 -27.2 -21.6 98 35 0 0 0 one five Receiving and sending service 102 5.1 -10.5 -5.6 62 27 0 one three nine six Illegal charges 15 0.7 -21.1 -55.9 twelve one 0 0 0 2 seven other 101 5.0 1.0 36.5 forty-four six one eight six 36 eight total 2004 100.0 -11.4 -24.0 1634 244 three 40 twelve 71

　　The main problems of postal consumers’ complaints about postal services are delivery service, short mail loss and mail delay, which account for 47.4%, 19.6% and 15.4% of the total complaints respectively. The number of complaints about postal service problems showed a downward trend both month-on-month and year-on-year

　　— — Effective complaints of postal consumers about postal services

　　There were 158 effective complaints from postal consumers about postal services, down 37.8% month-on-month and 64.8% year-on-year.

serial number Complaint problem Number of effective appeals Proportion% Chain% Year on year% one Delivery service letters 73 seventy-eight 49.4 -29.1 -65.3 Package three collect stamps one other one 2 Missing shortage letters 26 34 21.5 -54.7 -71.2 Package seven other one three delay letters twenty 23 14.6 -32.4 -57.4 Package three four damage letters 11 14 8.9 -44.0 -61.1 Package three five Receiving and sending service letters four seven 4.4 0.0 -53.3 Package three six other 2 1.3 0.0 / seven total 158 100.0 -37.8 -64.8

　　The main problems of postal consumers’ effective complaints about postal services are delivery service, mail loss and mail delay, which account for 49.4%, 21.5% and 14.6% of the total effective complaints respectively. The number of effective complaints about postal service problems showed a downward trend both month-on-month and year-on-year

　　Complaints about express delivery service

　　— — Complaints of postal consumers about express delivery service

　　In June, 42,840 postal consumers complained about express delivery services, down 0.3% from the previous month and 10.1% from the same period last year.

　　There were 1,479 effective complaints from postal consumers about express delivery services, down 5.7% from the previous month and 68.5% from the same period last year.

serial number Complaint problem Number of complaints Number of effective appeals Effective appeal ratio% Effective appeal chain% Effective appeal% year-on-year one Delivery service 12310 526 35.6 -7.2 -70.5 2 Missing shortage 6838 314 21.2 -16.3 -72.7 three delay 5602 275 18.6 9.1 -71.8 four damage 7907 233 15.8 -6.8 -52.2 five Receiving and sending service 3978 58 3.9 -3.3 -67.0 six collection on delivery 233 29 2.0 -3.3 -44.2 seven Illegal charges 1388 28 1.9 21.7 -51.7 eight other 4584 16 1.1 45.5 77.8 nine total 42840 1479 100.0 -5.7 -68.5

　　The main problems of postal consumers’ effective complaints about express delivery service are delivery service, shortage of express delivery and delay of express delivery, which account for 35.6%, 21.2% and 18.6% of the total effective complaints respectively. The number of effective complaints about express service problems increased month-on-month, including illegal charges and express delay, which showed a downward trend year-on-year.

　　— — Complaints of postal consumers against express delivery enterprises

　　In June, the average satisfaction rate of postal consumers to the effective complaint handling of national express delivery enterprises was 96.7%, with 16 express delivery enterprises higher than the national average and 7 below the national average; The national average complaint rate of express delivery service is 7.85, with 11 express delivery companies below the national average and 12 above the national average. The average effective complaint rate of express delivery service in China is 0.27, 9 express delivery companies are lower than the national average, and 14 are higher than the national average.

　　Table of Complaints of Major Express Companies in June

serial number Enterprise name Consumer satisfaction rate of effective complaint handling of express delivery enterprises (%) Complaint rate Effective appeal rate one Sinotrans-air transport 100 0.35 0.26 2 Civil aviation express 100 1.02 　 three Suning.com 100 2.55 　 four ZTO Express 100 3.24 0.02 five Yunda Express 100 3.97 0.01 six BEST Express 100 4.56 0.01 seven STO.Express 100 4.84 　 eight DHL 100 6.96 0.56 nine FedEx 100 24.52 4.33 10 Deppon express 100 27.77 1.11 11 TNT 100 67.19 19.76 twelve Pinjun express 98.2 11.62 5.98 13 good name 97.9 12.49 0.14 14 Sur 97.5 11.35 3.80 15 Yousu 97.3 27.43 0.89 16 Kuayue express 96.9 2.44 0.80 17 every day 95.1 23.48 1.52 18 Postal express (EMS) 94.7 14.24 1.89 19 JD.com 94.4 8.80 0.29 twenty UPS 92.9 27.05 9.96 21 yuantong express 90.0 4.92 0.02 22 Zjs express 88.9 19.52 0.58 23 Di Sifang 88.2 3.12 0.68 24 National average 96.7 7.85 0.27

　　— — Complaints about express delivery services in various provinces (autonomous regions and municipalities)

　　The average satisfaction rate of postal consumers to the effective complaint handling of postal administrations in various provinces (autonomous regions and municipalities) is 98.2%, with 22 regions higher than the national average and 9 regions lower than the national average; The average complaint rate of express delivery service in all provinces (autonomous regions and municipalities) is 3.99, with 16 regions below the national average and 15 regions above the national average; The average effective complaint rate of express delivery service in each province (autonomous region and municipality) is 0.14, with 17 regions below the national average and 14 regions above the national average.

　　Table of Complaints about Express Service by Provinces (autonomous regions and municipalities) in June

serial number region Consumer’s satisfaction rate with effective complaint handling by postal administration (%) Complaint rate Effective appeal rate one Henan(Province) 100 1.97 0.17 2 Hebei 100 2.22 0.08 three Shanxi(Province) 100 2.80 0.08 four Anhui (Province) 100 2.82 0.07 five Tianjin 100 2.84 0.08 six Hunan 100 3.13 0.07 seven Liaoning (Province) 100 3.26 0.05 eight Yunnan(Province) 100 3.55 0.11 nine Gansu 100 3.60 0.33 10 Guangxi 100 3.66 0.08 11 Ningxia 100 4.55 0.51 twelve Shanxi 100 4.81 0.29 13 Jilin (Province) 100 5.19 0.13 14 Hainan 100 5.50 0.36 15 Qinghai 100 6.22 0.32 16 Guizhou (Province) 100 7.02 0.34 17 Shandong(Province) 100 7.14 0.14 18 Xinjiang 100 10.98 0.10 19 Xizang 100 12.50 1.00 twenty Zhejiang(Province) 98.6 4.69 0.11 21 Guangdong 98.3 3.10 0.14 22 Shanghai 98.3 8.00 0.12 23 Beijing 98.1 4.94 0.43 24 Fujian(Province) 97.2 4.52 0.13 25 Hubei(Province) 97.1 4.98 0.09 26 Jiangxi 97.0 1.97 0.14 27 Heilongjiang Province 95.7 2.83 0.13 28 Jiangsu(Province) 95.5 3.36 0.12 29 Chongqing 94.7 6.02 0.19 30 Sichuan(Province) 90.9 2.13 0.06 31 Inner Mongolia 88.9 3.30 0.20 32 National average 98.2 3.99 0.14