2. Compliance management and integrity practice. In accordance with the "Commercial Bank Law" and other national laws, regulatory provisions and industry standards, adhere to the principle of seeking truth from facts and operating in good faith, and resolutely put an end to eating, taking, getting stuck and demanding.
Third, be honest and trustworthy, and standardize services. Provide customers with excellent service, active and enthusiastic hospitality, civilized and decent language, accurate and standardized operation, patient and meticulous work, efficient and thoughtful service; Open charging standards shall be implemented in strict accordance with the charging standards approved by the relevant state departments; Strictly abide by the business hours, do not postpone the business hours, do not close the door in advance, and do not reduce the service content; Maintain the normal operation of self-service equipment, add money in time and maintain it in place.
Fourth, serve sincerely and accept supervision. Employees should dress neatly, wear badges and consciously accept customer supervision and social supervision; The lobby manager serves in the lobby around the clock, accepts customer consultation and guides customers; Implement the mysterious customer inspection system and hire professional consulting companies to supervise our services; Implement the responsibility system of first inquiry and accountability system, and do a good job in customer service in an all-round way.
Commitment to operate mobile communication resale business according to law
Ministry of Industry and Information Technology:
After obtaining the pilot approval of mobile communication resale business, our company will abide by the following commitments in the business activities of mobile communication resale business:
First, strictly abide by the relevant telecommunications laws, regulations and policies, and engage in legal mobile communication resale business activities in strict accordance with the approved business scope.
2. When carrying out mobile communication resale business, improve the company's network and information security measures, formulate corresponding information security management systems, establish emergency procedures for network and information security, and implement information security responsibilities in accordance with the requirements of Basic Requirements for Network Information Security of Value-added Telecommunication Services and Measures for Management of Information Security Responsibilities of Basic Telecommunication Enterprises (Trial); Strictly implement the relevant state regulations on confidentiality management.
3. When providing mobile communication resale services to users, the service quality will not be lower than the standards stipulated in the relevant provisions such as the Telecommunications Service Specification and the Third Generation Mobile Communication Service Specification (Trial). If the user's interests are damaged due to violation of relevant regulations, our company is willing to bear the corresponding user compensation responsibility and accept the punishment of the competent department.
4. Those who have obtained the approval of the pilot mobile communication resale business issued by the Ministry of Industry and Information Technology shall, before starting the business, go through the filing procedures with the telecommunications management institutions in the pilot areas on the basis of the approval of the pilot and the commercial contract signed with the basic telecommunications business operators, such as the use of user code resources, wholesale prices, business tariffs, etc. It should be reported, and the telecommunications management institutions in the pilot areas should check the personnel, sites, facilities, networks and information security measures.
5. When the company intends to change its shareholders, it shall submit an application to the telecommunications regulatory agency within 30 days from the date of the company's decision and implement it after approval; When other matters specified in the pilot approval are changed, an application shall be submitted to the telecommunications regulatory agency within 30 days.
Six, according to the needs of mobile communication resale business market monitoring, in accordance with the provisions of the requirements to submit the corresponding monitoring information to the telecommunications regulatory agencies.
Seven, in accordance with the relevant provisions of the state and the telecommunications regulatory agencies, do not use the national policy does not allow the use of network resources to carry out mobile communication resale business activities.
If I violate the above commitments, I am willing to accept the punishment of the telecom regulatory agency according to law.
Signature of legal representative:
Official seal
200 1 MM DD YY
Mobile credit commitment letter
In order to maintain the order of fair competition in commercial activities, enhance mutual trust between partners, promote the implementation of relevant provisions on honesty and self-discipline, safeguard employees' professional ethics, crack down on commercial bribery, ensure the healthy and orderly development of various commercial activities and improve cooperation efficiency, our company (unit) promises:
1. Consciously abide by national laws and regulations, and carry out various business activities in accordance with the Law of People's Republic of China (PRC) on Anti-Unfair Competition, the Interim Provisions on Prohibition of Commercial Bribery and related requirements.
2. In the whole process of the cooperation project, we will not provide money, goods, securities and services (such as building or repairing houses) to the managers, relevant staff and their relatives of Fujian Mobile, nor will we arrange any activities (such as banquets, tours, high-consumption entertainment, etc.). ) may affect the fair execution of official duties.
3. Do not collude with other operators in quotation and bidding, and do not crowd out the fair competition of other operators and damage the legitimate rights and interests of other operators.
4. After undertaking the project (including project construction, maintenance, supervision and design, etc.). ), do not subcontract, do not subcontract, not in the preparation of project construction budget and final accounts, resort to deceit, overestimate the risk.
If it is found that any employee of your company accepts or demands bribes, engages in malpractices for personal gain or abuses his power, he will report it.
6. Consciously accept supervision. If our company (unit) and its employees violate the above terms (including but not limited to the prohibited items listed in the terms), after verification, they will voluntarily accept the punishment of your company's relevant agreements and voluntarily withdraw from Fujian Mobile Market. In principle, they shall not have business dealings with Fujian Mobile Company and its subsidiaries for three years.
Please sign here to confirm the above commitment.
Name of Organizer (Seal): Legal Representative (Signature):
Date: Tel:
Mobile Company: Eight Service Pledges
Eight performance pledges
In view of some hot issues such as unfair consumption, opaque tariffs and inconvenient services, China Mobile has put forward eight commitments, including "fully enabling the new version of the network access agreement", "clear and transparent tariff information", "double refund for charging errors", "fully implementing customized customer confirmation", "responding to customer complaints for the first time within 48 hours" and "no need to fill out forms for business handling". This is the first time that domestic operators have put forward a package of solutions to various long-standing problems in communication services.
The first is to fully enable the new version of the network access agreement.
Enable a new version of the network access protocol; All terms of this agreement have been approved by the Ministry of Information Industry and China Consumers Association; Put an end to unequal clauses.
Two, the full implementation of the "wrong charges, double return".
In 2003, based on the introduction of "double refund of telephone charges", the "double refund of telephone charges" was fully implemented, and double indemnity was given all kinds of overcharged business fees (including mobile information service fees).
Third, remind first, then stop.
For "use first and pay later" customers, take the initiative to remind them before stopping; For customers who pay by "prepaid phone bill before use", the balance will be prompted before shutdown.
Fourth, provide clear and transparent charging information.
1. Customers can check the telephone bill list of the last 5 months (excluding the current month) through the website and the self-service terminal of the business hall.
2. The telephone bill list and bill are clear and easy to understand, and at the same time provide explanatory information to help customers understand the bill.
3. Provide SMS reminder service for the monthly usage fee of mobile phone information service free of charge (send "dzxxsf" to 10086 to order).
4. For the on-demand mobile information service, prompt the cost information immediately after the customer accesses the Internet through the website or mobile phone; For the service that customers order by SMS, a fee reminder message will be sent after the first order on the same day.
Verb (abbreviation of verb) fully implements customized customer confirmation.
1. For monthly and subscribed mobile information services, after receiving the subscription request from the customer, send a request confirmation message to the customer, and then order the service for the customer after the customer confirms it again.
2. Customers visit the website through their mobile phones and push the charging prompt page to customers, thus reducing the traffic charges generated before.
3. For the business that customers experience for free, after the expiration of the free experience, customers will take the initiative to confirm before placing orders for customers.
6. Respond to customer complaints for the first time within 48 hours.
100% reply to customer complaints, and the time limit for first reply to customers shall not exceed 48 hours.
Seven, the business is "free in form" and "clear at a glance", and electronic self-service is fully realized.
1. The business hall implements the services of "free filling in forms" and "clearing one station".
2. The website (www. 10086.cn) provides services such as service inquiry, telephone bill information inquiry, integral inquiry, complaint suggestion, value-added service handling, shutdown and service password modification.
3. SMS provides services such as total phone bill and balance inquiry, integral inquiry, value-added service handling and service password modification.
Eight, the special line accepts bad information reports.
Collect the bad information received by customers extensively. Customers can forward the received bad SMS to "10086999" or call 10086 to report it, and we will actively assist relevant departments in governance.
Jiujiang Mobile Company Public Service Commitment Letter
Jiujiang Branch of China Mobile Communications Group Jiangxi Co., Ltd. carried out the theme activity of "Convenience Service Satisfaction 100" in 20 15, according to the spirit of the document "Notice on Carrying out the Activity of Convenience Service Satisfaction 100" issued by the provincial company, and combined with the requirements for the construction of the efficiency year of our county organs. The specific commitments are as follows:
The first is the optimization of tariff packages.
1. Optimize and simplify the design of tariff packages, increase preferential efforts, launch new preferential data traffic packages, and launch preferential plans for customers of various brands such as GSM, M-Zone and Shenzhouxing;
2. Provide price optimization services. Customers can choose the appropriate tariff package through active tariff shopping guide service, self-service tariff calculation and personalized billing.
3. Provide data flow packet flow reminding service to make customers feel more at ease.
Second, pay in different places anytime, anywhere.
1. Customers can pay cross-regional fees for themselves and others in China Mobile's self-run business halls all over the country;
2. Customers can use China Mobile's mobile phone recharge card to pay for mobile phone recharge all over the country.
Third, electronic channels refer to walking rather than walking.
1. Customers can handle all kinds of mobile services through SMS, wap and online business hall;
2. The online business hall provides 24-hour online customer service to provide customers with business consultation and business assistance.
Fourth, points can be redeemed at home.
Customers can easily redeem points through the national unified integral mall # website #, and the redeemed gifts will be delivered to your door.
Verb (abbreviation of verb) Convenient handling of g3 business
1, you can use g3 service of China Mobile without changing cards, numbers or numbers;
2. The service flow of g3 business is consistent with that of 2g, and the basic tariff of similar g3 business is consistent with that of 2g, and further preferential treatment is given to G3 featured business.
Sixth, the independent screening of spam.
Customers can download and install the "Information Manager" software from Monternet (#url#) and China Mobile Portal (#url#), use the spam interception function for free, and report the received spam to China Mobile 10086999 spam reporting platform with one click.
7. Name and telephone number of the principal responsible person.
Last name: Wei Hui
Office Tel: 0792-7040588
Complaint Tel: 0792-7040588