论专车纠纷投诉处理体系的建立与完善

发布时间：2017-12-28 06:03

本文关键词：论专车纠纷投诉处理体系的建立与完善　出处：《西华大学学报(哲学社会科学版)》2016年04期 　论文类型：期刊论文

【摘要】：专车纠纷随着专车服务的兴起与日俱增,但投诉处理体系尚不完善。专车法律地位不明、联系方式有限、处理标准缺失、监管单位不明等极大阻碍了消费者相关权利的行使,进而不利于整个行业的发展。结合国外专车运营及国内优质电商售后服务的经验,在加强专车相关立法的同时,须成立专门监管机构、行业自律组织等加强监管,并通过完善专车企业内部管理体制,如核查车辆司机的资质确保其为一个用车平台服务、主动承担相应举证责任、完善公示及跟踪等服务、定期分析数据研讨改进措施等,逐步建立起专车纠纷投诉处理体系,完善相应售后服务,提升"互联网+"消费体验。
[Abstract]:With the rise of special car service, the complaint handling system is not perfect. Special vehicles, such as unclear legal status, limited contact ways, lack of processing standards and unknown supervision units, have greatly hindered the exercise of relevant rights of consumers, which is not conducive to the development of the industry as a whole. Combined with foreign car operations and domestic electricity supplier of high quality customer service service experience, to strengthen the car related legislation at the same time, to set up a special supervision mechanism, strengthen supervision and self-discipline, and by improving the internal management system of car enterprises, such as the verification of the vehicle driver qualification to ensure it is a car platform, active service shall bear the burden of proof and improve the publicity and tracking service, regular analysis of data on the improvement measures, and gradually establish a special dispute complaint handling system, perfect the corresponding customer service service, enhance the "Internet plus" consumer experience.
【作者单位】：太原科技大学法学院;中国政法大学人文学院;
【分类号】：D922.296
【正文快照】： 随着网络专车(以下简称“专车”)服务和打车软件的兴起,专车纠纷投诉也日益成为公众关注的焦点。2015年3月,中国质量万里行促进会公布年度消费投诉四大热点,涉及新兴消费服务领域投诉激增,其中就包括专车服务投诉。[1]2015年8月,21CN网站报道:“打车软件作为一项新生事物,可以

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