9月，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11115件，答复咨询1228件。申诉中涉及邮政服务问题的521件，占总申诉量的4.7％；涉及快递业务问题的10594件，占总申诉量的95.3％。已处理申诉中有效申诉（确定企业责任的）7834件，占总申诉量的70.5％。有效申诉中涉及邮政服务问题的164件，占有效申诉量的2.1％；涉及快递业务问题的7670件，占有效申诉量的97.9％。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94.1万元，消费者对申诉处理满意率为90.1％。

September,National post office and provincial(area/city)The postal administration through"12305"The postal industry consumer complaint telephone and the national post office site altogether accepts consumer complaints 11115 pieces,Answer consulting 1228 pieces.The problems involved in the postal service of 521 pieces,The total amount of 4.7%;Express business problems involved in the 10594 units,The total amount of 95.3%.Already handling complaint effective appeal(Determine enterprise responsibility)7834 pieces of,The total amount of 70.5%.Effective involved in the appeal of the postal service 164 pieces,Accounted for 2.1% of the amount of effective appeal;Express business problems involved in the 7670 units,Accounted for 97.9% of the amount of effective appeal.Upon mediation consumer complaint has all properly handle,For consumers to recall the economic loss of 941000 yuan,Consumer satisfaction to the appeal process is 90.1%.

　　一、邮政服务申诉情况

a/The postal service complaints situation

　　9月，受理消费者关于邮政服务问题的有效申诉164件，比上月增加20件，增长13.9％。其中，反映投递服务问题的56件，占34.1％；反映邮件延误的45件，占27.4％；反映邮件丢失及内件短少的25件，占15.2％；反映收寄服务问题的22件，占13.4％；反映违规收费的9件，占5.5％;反映邮件损毁的6件，占3.7％；反映其他问题的1件，占0.6％。

September,Accepts consumer about the postal service effective appeal 164 pieces,Last month increase than 20 pieces,Growth of 13.9%.the,Reflect delivery service problems 56,Accounted for 34.1%;Reflect the mail delay 45 pieces,Accounted for 27.4%;Reflect the mail lost and inner a short 25 pieces,Accounted for 15.2%;Reflect Posting service problems 22 pieces,Accounted for 13.4%;Reflect the illegal charge 9 a,5.5%;Reflect the mail damaged 6 PCS,3.7%;Other problems reflect the 1 a,0.6%.
 

 
　　9月消费者对邮政服务申诉的主要问题是投递服务、邮件延误、邮件丢失及内件短少和收寄服务，占邮政服务有效申诉量的90.1％。9月邮件延误、投递服务和收寄服务的有效申诉数量分别比上月增长12.5％、7.7％、46.7％。与2011年9 月相比较，邮件延误的有效申诉数量下降41.6％；投递与收寄服务问题的有效申诉数量增长129.4％。

September consumer to postal service appeal's main problem is the delivery service/Mail delay/Mail lost and inner parts shortage and Posting service,Account for the postal service effective appeal amount of 90.1%.September mail delay/Delivery service and Posting service effective number of appeal respectively increased by 12.5% than last month/7.7%/46.7%.Compared with the 2011 9 phases of the moon,Mail delay effective complaint number fell by 41.6%;Delivery and Posting service effective appeal quantity growth to 129.4%.

　　二、快递业务申诉情况

two/The express business situation

　　（一）消费者申诉的主要问题

(a)The main problems of consumers

　　9月，受理消费者关于快递业务的有效申诉7670件，比上月增加878件，增长12.9％。其中，反映投递服务问题的2711件，占35.3％；反映快件延误的2630件，占34.3％；反映快件丢失及内件短少的1149件，占15％；反映快件损毁的663件，占8.6％；反映收寄服务问题的285件，占3.7％；反映代收货款问题的128件，占1.7％；反映违规收费的69件，占0.9％；反映其他问题的35件，占0.5％。

September,Accepts consumer express business about the effective appeal 7670 pieces,More than 878 pieces last month increase,Growth of 12.9%.the,Reflect delivery service problems of 2711 pieces,Accounted for 35.3%;Reflect express delay 2630,Accounted for 34.3%;Reflect express lost and inner a short 1149,15%;Reflect express damaged 663 pieces,8.6%;Reflect Posting service problems of 285 pieces,3.7%;Reflect the collection of money problems of 128 pieces,1.7%;Reflect the fee of 69 pieces,0.9%;Reflect the other problems 35 parts,0.5%.
 

 
 　9月，消费者对快递业务申诉的主要问题是投递服务、快件延误和快件丢失及内件短少，占快递业务有效申诉量的84.6％。9月投递服务、快件延误的有效申诉数量分别比上月增长25.4％、19.5％；快件损毁的有效申诉数量比上月下降9.2％。与2011年9 月相比较，快件投递与收寄服务问题、快件丢失短少、快件延误的有效申诉数量分别增长228.1％、106.3％、38.1％,但增长幅度分别下降653.7个百分点、91.6个百分点和297.8个百分点。

 September,Consumer to express business appeal's main problem is the delivery service/Express delay and express lost and inner parts shortage,Express business accounts for 84.6% of the amount of effective appeal.September delivery service/Express delay effective number of appeal respectively increased by 25.4% than last month/19.5%;Express damaged effective appeal than the number fell 9.2% last month.Compared with the 2011 9 phases of the moon,Express delivery and Posting service problems/Express lost short/Express delay effective appeal quantity growth of 228.1%, respectively/106.3%/38.1%,But growth amplitude were down by 653.7%/91.6% and 297.8%.

　　（二）消费者对快递企业申诉情况

(two)Consumer to express enterprise appeal situation

　　9月，消费者对39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件。9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80件。

September,Consumers at 39 express enterprise effectively appeal,The national express business mean millions of pieces of 15 pieces express effective appeal.September,Express company to save(area/city)The postal administration according to the time limit in accordance with the provisions of the reply 80.
 

 
　　三、消费者申诉区域分布情况

three/Consumer complaint regional distribution

　　9月，消费者申诉邮政服务问题数量较多的省：广东、北京，申诉快递服务问题数量较多的省：广东、江苏、浙江。各地消费者申诉数量与当地邮政、快递业务量有直接关系。

September,Consumer complaint postal service problems of large number of provinces:guangdong/Beijing,The express service problems of large number of provinces:guangdong/jiangsu/zhejiang.Consumers everywhere appeal quantity and local postal/Express traffic has a direct relationship.