2. According to Article 6 of the Measures for Handling Consumer Complaints in Postal Industry? The special telephone number for postal consumer complaints is "12305" (provincial capital area code-12305). Consumers can appeal by telephone or on the websites of the State Post Bureau and postal administrations of all provinces, autonomous regions and municipalities directly under the Central Government, or by means of WeChat, letter and fax. The way for consumers to complain to the city (prefecture) postal administrations shall be determined by the postal administrations of all provinces, autonomous regions and municipalities directly under the Central Government according to the actual situation.
Article 8? Scope of acceptance of consumer complaints:
1. The service quality of postal services operated by postal enterprises specifically includes: mail delivery (letters, parcels and printed matter), newspaper subscription, retail, delivery, postal remittance, philatelic products reservation and sales, and other services handled by postal networks (excluding postal savings).
2. The service quality of express delivery business of enterprises engaged in express delivery business.
Article 13 of the Measures for Handling Consumer Complaints in Postal Industry? The main basis for the postal consumer complaint center to handle consumer complaints includes
1, People's Republic of China (PRC) Postal Law, People's Republic of China (PRC) Contract Law, People's Republic of China (PRC) Consumer Protection Law and other relevant laws, regulations and rules of the postal industry.
2, the postal industry national standards and industry standards.
3. Normative documents of postal management.
4. Written contract signed between the consumer and the enterprise (mail list, express waybill).
5. Relevant commitments announced by the enterprise.