First, reply within 30 minutes.
After receiving the complaint, the complaint should be confirmed and classified immediately, and the corresponding processing flow should be started. For urgent or important complaints, priority should be given to ensuring a response within 30 minutes.
Arrive at the scene in two or two hours.
For complaints that need to be handled on site, they should arrive at the site within 2 hours to understand the details, communicate with the complainant and take measures for preliminary handling.
Three or six hours for initial treatment.
After arriving at the site, the complaint should be handled initially according to the actual situation. This may include collecting evidence, investigating facts and mediating disputes. The preliminary treatment should be completed within 6 hours to ensure that the problem is solved in time.
4. Give the results or solutions within 24 hours.
After the preliminary treatment, the treatment result or solution shall be given within 24 hours. For problems that cannot be solved immediately, the complainant shall be explained and promised to solve them within a certain period of time.
To sum up:
The 3026 principle is the working principle of handling complaints efficiently and quickly, aiming at ensuring that complaints are responded and handled in time. In practical application, it should be used flexibly according to the specific situation to ensure that the complaint problem is properly solved.
Legal basis:
Law of the People's Republic of China on Protection of Consumer Rights and Interests
Article 28 provides that:
"Operators should listen to the opinions of consumers on the goods or services they provide and accept the supervision of consumers. If the goods or services provided by business operators do not meet the quality requirements, consumers may return them in accordance with the provisions of the state and the agreement of the parties, or require business operators to fulfill their obligations such as replacement and repair. If there is no state regulation and agreement between the parties, consumers can return the goods within seven days from the date of receipt; After seven days, consumers can return the goods in time if they meet the statutory conditions for terminating the contract. If it does not meet the statutory conditions for terminating the contract, it may require the operator to fulfill the obligations of replacement and repair. "
Regulations of People's Republic of China (PRC) Municipality on Information Disclosure
It is stipulated that the government should promptly and accurately disclose government information, and protect citizens, legal persons and other organizations' right to know, participate, express and supervise. The 3026 principle embodies the responsibility and commitment of the government to respond to public demands efficiently and promptly, and meets the legal requirements of government information disclosure and protection of citizens' rights and interests.