2013年1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31752件，答复咨询910件。申诉中涉及邮政服务问题的1302件，占总申诉量的4.1％；涉及快递业务问题的30450件，占总申诉量的95.9％。已处理申诉中有效申诉（确定企业责任的）26739件，占总申诉量的84.2％。有效申诉中涉及邮政服务问题的532件，占有效申诉量的2％；涉及快递业务问题的26207件，占有效申诉量的98％。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219.3万元，消费者对申诉处理满意率为91.3％。 　　 In January 2013,National post office and the provinces(area/The city)Through the postal administration"12305"Consumer complaint telephone and postal industry national postal service website had dealt with 31752 consumer complaints,Reply to 910 pieces.1302 postal service problem involved in the complaint,Accounted for 4.1% of the total amount of complaints;30450 express business related issues,Accounted for 95.9% of the total amount of complaints.Has effective complaint handling the complaint(To determine the corporate responsibility)26739 pieces,Accounted for 84.2% of the total amount of complaints.Postal service issues involved in effective appeal of 532 pieces,Accounting for 2% of the effective quantity of complaint;26207 express business related issues,Accounting for 98% of the effective quantity of complaint.Through the mediation of consumer complaints have been disposed of properly,Retrieve the economic loss of 2.193 million yuan for consumers,Consumers in the working satisfaction rate of 91.3%. 一、邮政服务申诉情况 a/Postal service complaint　　1月，受理消费者关于邮政服务问题的有效申诉532件，比上月增加192件，增长56.5％。其中，反映投递服务问题的251件，占47.2％；反映邮件延误的161件，占30.3％；反映邮件丢失及内件短少的51件，占9.6％；反映收寄服务问题的41件，占7.7％；反映违规收费的12件，占2.3％；反映邮件损毁的6件，占1.1％；反映集邮问题的4件，占0.8％；反映其他问题的6件，占1.1％。 In January,Accepts consumer 532 valid complaint about the postal service,192 more than last month,Growth of 56.5%.Among them,Reflecting the problem of delivery service of 251 pieces,Accounted for 47.2%;Reflect 161 pieces of mail delays,Accounted for 30.3%;Reflect the mail lost and inner shortage of 51,Accounted for 9.6%;Reflect 41 pieces of Posting service problems,Accounted for 7.7%;Reflect the violation charge of 12 pieces,Accounted for 2.3%;Reflect the damaged 6 email,Accounted for 1.1%;4 pieces reflecting the problem of collecting stamps,Accounted for 0.8%;Reflect the other 6 pieces of the problem,Accounted for 1.1%.

   1月份消费者申诉的邮政服务主要问题及所占比例统计表 In January consumer complaint proportion of the postal service of the main problems and statistical tables  序号   The serial number