According to the “Notice”, in February 2018, the State Post Bureau and the provincial (district, city) postal administrations received 183,258 consumer complaints through the '12305’ postal industry consumer complaints telephone and complaints website. The complaint involved postal service issues. 9203, accounting for 5.0% of the total complaints; 174,055 issues involving courier services, accounting for 95.0% of the total complaints.
The number of effective appeals (establishing corporate responsibilities) in the appeals received was 14,855, which was a decrease of 50.1% compared with the same period of the previous year. The effective appeals involved 1,423 of the postal service problems, which accounted for 9.6% of the effective appeals; and 13,434 related to express service issues. , accounting for 90.4% of the effective appeals.
In February 2018, the main problem for consumers complaining about postal services was delivery services, mail loss and mail delays, which accounted for 35.7%, 29.0% and 28.9% of the total number of complaints.
In terms of the effective rate of complaints for major express delivery companies, the effective rate of complaints for home delivery to February 2018 was 56.59%. The main problems were delays. The civil air express delivery performed better, the effective appeal rate was 0, and its effective complaint rate was 6.71 last month. %. Suning, Jingdong, Shunfeng also has a good performance.