快递服务中消费者权益保护研究

发布时间：2018-03-18 18:49

本文选题：快递服务　切入点：消费者权益　出处：《西南大学》2017年硕士论文　论文类型：学位论文

【摘要】：随着社会与科技的不断发展,人们的消费方式越来越多样化。网络购物俨然发展为人们生活中不可或缺的一部分,网络购物的高效性与便捷性极大地简化了消费者的交易行为。但与传统消费不同,网络消费中的商品大部分并不能直接交付给消费者,需要快递企业来承担这个“桥梁”工作完成后期的交付,于是伴随网购交易量的迅速增长,快递企业也呈现异军突起之势。然而在快递服务交易量不断攀升的同时,快递企业侵害消费者权益的现象也在频频发生。目前,快递服务中消费者权益受到侵害的主要表现:快递服务中消费者的人身权安全和财产安全、公平交易权、求偿权得不到保障,以及消费者个人信息安全得不到保护等等。面对递服务业的快速发展,为加强对快递行业的规范和引导,我国在2009年修改了《中华人民共和国邮政法》(以下简称《邮政法》),后续也出台了《快递服务》系列国家标准以及《快递市场管理办法》等法律法规。虽然在一定程度上对快递行业的行为起到了规制作用,但是法律法规分布过于分散缺乏系统性、立法层级较低、效力不强,在保护快递服务中消费者的权益方面仍然是存在诸多不足。加之快递服务中消费者法律地位的不明确、快递服务合同中不公平格式条款的存在、举证困难难等原因使得消费者的维权之路困难重重。因此,为了维护快递服务中消费者的合法权益,我们首先需要研究和出台一部专门性、系统性和立法层次高的规范性文件,为快递服务中消费者的维权提供法律依据:其次要明确快递服务中消费者的地位、规范快递服务合同中的格式条款和合理分配举证责任,以便于畅通消费者的维权途径;最后还应采取其他措施加强对快递行业监管,提高快递服务的服务质量,更好的保障快递服务中消费者的合法权益。本文分为四个部分进行论述,包括以下内容:第一部分,对快递服务中消费者权益保护的基本理论进行的梳理。首先对快递服务的内涵进行界定,然后分析快递服务合同的性质及法律关系的内容,探析快递服务中消费者的身份及其权益的特殊性,并对快递服务中消费者权益受到损害的表现进行分析。第二部分,主要分析我国快递服务行业立法现状及实践方面存在的问题。通过对我国快递服务中消费者权益保护的立法进行梳理和总结,掌握现阶段我国立法状况,分析我国相关立法以及实践中存在的主要问题。第三部分,介绍域外典型国家关于快递服务中消费者权益保护的立法实践以及对我国的启示。对美国、德国、日本等典型的国家关于快递服务中消费者权益保护的立法及实践进行介绍,进而分析它们在制定专项性法律和独立的监管机构等方面对我国的借鉴意义。第四部分,根据我国的立法和实践现状,提出完善我国快递服务中消费者权益法律保护的对策建议。相应的完善建议和对策包括:加快出台《快递条例》,为行业规制提供法律依据;提高快递服务质量,保障消费者的安全权;规范快递服务合同,维护消费者的公平交易权;合理分配举证责任,保障消费者的求偿权;保护快递服务中消费者权益的其他建议。
[Abstract]:With the continuous development of society and technology, people's consumption patterns become more and more diversified. The network shopping has development as an essential part of people's life, high efficiency and convenience of online shopping greatly simplifies the transaction behavior of consumers. But unlike traditional consumption, network consumption in most commodities can not be directly delivered to the consumer that need to express enterprises to bear the "bridge" work completed late delivery, and with the rapid growth of online shopping transactions, courier companies also showed a trend. However A new force suddenly rises. courier services in the trading volume continues to rise at the same time, courier companies against the interests of consumers in the phenomenon also occurred frequently. At present, mainly express the interests of consumers the service is infringed: consumers express service in personal rights and property safety, even bargain right, right of claim is not guaranteed, Consumer and personal information security can not be protected and so on. With the rapid development of delivery service industry, in order to strengthen the regulation and guidance of the express industry, our country revised Postal Law > < People's Republic of China in 2009 (hereinafter referred to as the "postal law"), the follow-up also introduced the express service national standard < > and < series of measures express market management "and other laws and regulations. Although to a certain extent to the express industry behavior plays a regulatory role, but laws and regulations are too scattered and lack of systematic distribution, the legislative level is low and the effect is not strong, the interests of consumers in the protection of the express service is still a lot of shortcomings. And the legal status of consumers express service in the not clear, unfair terms of format contract delivery service in the presence of the burden of proof is difficult to reason the road makes consumer rights difficult. Therefore, in order to maintain the courier service In the legitimate rights and interests of consumers, we need to study and introduce a special first, normative documents system and legislative level, to provide a legal basis for consumer rights: courier service in the second to clear the status of consumer courier services, courier service contract terms of format specification and reasonable allocation of the burden of proof in to facilitate the flow of consumers rights way; finally it should take other measures to strengthen the supervision of the courier industry, improve the service quality of express service, consumers better safeguard the legitimate rights and interests of the express service. This paper is divided into four parts, including the following: the first part, the basic theory of consumer rights protection in the courier service combing. Defines firstly the courier service, and then analyzes the nature and legal relationship of express service contract content, a discussion on the courier service The special identity and the rights and interests of consumers in the analysis, and the damage to the consumer rights and interests in the express service performance. The second part mainly analyzes the legislative status and practice of the courier service industry in China. Through the review and summary of China's express service consumer rights protection legislation in our country, master the legislative present situation, analyses the main problems exist in our legislation and practice. The third part introduces the legislative practice on consumer rights protection in the express service of foreign typical countries and Its Enlightenment to China. The United States, Germany, Japan and other countries in the legislation and practice of the typical on consumer rights and interests protection in the courier service in the introduction, then analyze their regulatory agencies to formulate special laws and independent aspects of the significance to our country. The fourth part, according to China's legislation Current law and practice, put forward some suggestions to improve the legal protection of consumer rights in China's express delivery service. Including the corresponding suggestions and Countermeasures: accelerate the introduction of "express Ordinance, to provide a legal basis for industry regulation; improve the quality of service delivery, consumer protection and security; standardize the courier service contract, maintaining the right of consumers even bargain; the reasonable allocation of the burden of proof, guarantee the right of consumers; other suggestions for protecting consumers rights and interests in the courier service.

【学位授予单位】：西南大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：D923.8

【参考文献】