Complaint and Service Supervision
I. Complaint Acceptance Scope
This page accepts complaints regarding various service issues related to our organization, including but not limited to the following aspects:
- Service Attitude Issues: Staff exhibit poor service attitudes such as (indifference), perfunctoriness, rudeness, or impatience.
- Business Processing Issues: Complicated business processing procedures, delays, incorrect processing, failure to complete within the specified time, etc.
- Product Quality Issues: The provided products have quality defects or do not match the publicity.
- Violation and Discipline Issues: Staff engage in illegal operations, abuse of power, abuse of power for personal gain, etc.
- Other Service – related Issues: Such as false advertising, information leakage, and other issues that damage your legitimate rights and interests.
II. Complaint Process
- Submit Complaint: Fill in the complaint form below, describe the complaint issue in detail, including the time, place, relevant personnel, specific situation, etc. of the incident, and upload relevant evidence (such as photos, videos, documents, etc.).
- Review and Acceptance: We will review your complaint within 1 working day. If approved, it will be accepted, and you will be notified of the acceptance status and complaint number via SMS or email.
- Investigation and Handling: After acceptance, we will conduct an investigation within 3 – 5 working days, contact relevant personnel to verify the situation, and handle it according to the investigation results.
- Feedback Results: After the handling is completed, we will feedback the handling results to you via SMS, email, or phone within 1 working day. You can also independently query the progress at the “Complaint Progress Inquiry” section below using the complaint number.
III. Complaint Channels
- Online Complaint: Submit a complaint by filling in the complaint form below on this page.
- Telephone Complaint: Call the service supervision hotline [Telephone Number] during service hours: 9:00 – 18:00, Monday to Friday.
- Email Complaint: Send an email to [Email Address], and the email subject should indicate “Complaint Matter + Your Name”.
IV. Service Supervision
- Supervision Purpose: In order to continuously improve service quality, standardize the service behavior of staff, and protect your legitimate rights and interests, a service supervision mechanism is specially established.
- Supervision Methods: You can evaluate and provide suggestions on our services. Fill in the “Service Supervision Feedback Form” below. The content can include service experience, improvement suggestions, etc. We will seriously consider every piece of feedback and continuously optimize our services.
- Supervision Feedback Handling: We will handle and reply to your supervision feedback within 2 working days, ensuring that your opinions are valued.
V. Complaint Form
Item | Filling Instructions |
Name | Please fill in your real name |
Contact Information | Mobile phone number or commonly used email address for us to contact you |
Complaint Time | The specific time when the incident occurred |
Complaint Type | Select your complaint type from the drop – down menu (Service Attitude Issues/Business Processing Issues/Product Quality Issues/Violation and Discipline Issues/Other Service – related Issues) |
Complaint Details | Describe the incident process, demands, etc. in detail, and try to provide specific information and details |
Evidence Materials | You can upload pictures (supports jpg, png formats, size not exceeding 5MB), videos (supports mp4 format, size not exceeding 20MB), documents (supports pdf, doc formats, size not exceeding 10MB) |
VI. Service Supervision Feedback Form
Item | Filling Instructions |
Name | You can fill in anonymously |
Contact Information | If you want us to reply, please fill in your mobile phone number or email address |
Evaluation Content | Overall evaluation of the service, evaluation of specific links, etc. |
Improvement Suggestions | Put forward the aspects and suggestions that you think need to be improved |