6月份，国家邮政局和各省（区、市）邮政管理局通过“12305”邮政行业消费者申诉电话和国家邮政局网站共受理消费者申诉9795件，答复咨询778件。申诉中涉及邮政服务问题的474件，占总申诉量的4.8％；涉及快递业务问题的9321件，占总申诉量的95.2％。已处理申诉中有效申诉（确定企业责任的）7145件，占总申诉量的72.9％。有效申诉中涉及邮政服务问题的124件，占有效申诉量的1.7％；涉及快递业务问题的7021件，占有效申诉量的98.3％。经调解消费者申诉已全部妥善处理，为消费者挽回经济损失92.3万元，消费者对申诉处理满意率为88.2％。

June，National post office and all the provinces（area、city）Postal administration through“12305”Postal industry customer complaints phone and the national post office web site 9795 pieces of accepts consumer appeal，Reply to consult the 778 pieces。The postal service problems involved in 474，4.8% of the total amount appeal；Involving express business problem 9321，95.2% of the total amount appeal。Already processing in the complaint filed complaints effectively（Sure of corporate responsibility）7145 a，72.9% of the total amount appeal。Effective involved in the appeal of the postal service 124，1.7% of the amount of effective appeal；Involving express business problem 7021，98.3% of the amount of effective appeal。Through mediation has all customer complaints properly，For consumers to recall the economic loss of 923000 yuan，Consumer satisfaction to the treatment for 88.2%。

　　一、邮政服务申诉情况

a、The postal service

　　6月，受理消费者关于邮政服务问题的有效申诉124件，比上月减少12件，下降8.8％。其中，反映邮件延误的40件，占32.3％；反映投递服务问题的40件，占32.3％；反映邮件丢失及内件短少的24件，占19.4％；反映收寄服务问题的11件，占8.9％；反映邮件损毁的4件，占3.2％；反映违规收费的3件，占2.4％；反映其他问题的2件，占1.6％。

June，The postal service accepts consumer effective appeal 124 pieces，Reduce the 12 pieces than last month，Down 8.8%。Among them，The 40 pieces reflect E-mail delays，32.3%；Delivery service problems reflect the 40 pieces，32.3%；Reflect mail in a few of the lost and 24 pieces，19.4%；The service problems reflect collected 11 pieces，8.9%；Mail the damaged 4 pieces reflect，3.2%；Three charges reflect violations，2.4%；Other problems reflect 2 things，1.6%。
　　6月消费者对邮政服务申诉的主要问题是邮件延误、投递服务问题和邮件丢失及内件短少，占邮政服务有效申诉量的84％。6月邮件延误的有效申诉数量比上月下降20％。

June to postal service consumer appeal is the main problem that E-mail delays、Delivery service problems and mail in a short and lost，Postal services account for 84% of the effective quantity。6 month delay effective number of email appeal than fell 20% last month。

　　二、快递业务申诉情况

two、The express business

　　（一）消费者申诉的主要问题

（a）The main problems of the customer complaints

　　6月，受理消费者关于快递业务的有效申诉7021件，比上月减少1401件，下降16.6％。其中，反映快件延误的2585件，占36.8％；反映投递服务问题的1996件，占28.4％；反映快件丢失及内件短少的1359件，占19.4％；反映快件损毁的608件，占8.7％；反映收寄服务问题的262件，占3.7％；反映违规收费的101件，占1.4％；反映代收货款问题的84件，占1.2％；反映其他问题的26件，占0.4％。

June，Accepts consumer the effective complaint about express business 7021，Last month 1401 pieces than to reduce，Down 16.6%。Among them，Express the 2585 pieces reflect delay，36.8%；Delivery service problems reflect the 1996，28.4%；Reflect express lost and in a short 1359，19.4%；Express the damaged 608 pieces reflect，8.7%；Reflect the 262 pieces collected service，3.7%；Violation of 101 pieces reflect charge，1.4%；Reflect the collection of money problems 84，1.2%；Other problems reflect 26 pieces，0.4%。

　　6月，消费者对快递业务申诉的主要问题是快件延误、投递服务问题和快件丢失及内件短少，占快递业务有效申诉量的84.6％。6月快件延误的有效申诉数量比上月下降24.6％。

June，Consumers to express business appeal is the main problem that express delay、Delivery service problems and express lost and in a short，The appeal of express business effective amount of 84.6%。June express the effective appeal than delay the number fell 24.6% last month。

　　（二）消费者对快递企业申诉情况

（two）Express company appeal to consumers

　　6月，消费者对41家快递企业进行了有效申诉，全国快递业务平均百万件快件有效申诉15.5件。

June，Consumers express company to 41 house effectively appeal，National express business average million parts express effective appeal 15.5 a。
　　6月，快递企业对省（区、市）邮政管理局转办的申诉未能按规定时限回复的有118件。

June，Express company to save（area、city）Postal administration according to the circumstances of the time limit prescribed by the reply to 118 pieces。