Some standard content:
ICS03.080.30
Registration No.:
Beijing
Car rental business service specification
DB11/T 475—2014
Replaces DB11/T475—2007
Specification for car rental nanomanagement and service2014-05-21 Issued
Beijing Municipal Bureau of Quality and Technical Supervision
2014-09-01 Implementation
Foreword,
Normative References
Terms and Definitions,
Business Entity
Service Location
Rental Vehicles
Information Management:
Network Operation.
Service Specifications
10 Service Quality Evaluation
Appendix A (Informative Appendix)
Appendix B (Informative Appendix)
References. .
Example of General Logos in Car Rental Industry
Example of Sample Text of Vehicle Rental Notice
DBI1/T475—2014
This standard was drafted in accordance with the rules given in GB/T1.1-2009. This standard replaces DB11/T475-2007. In addition to editorial changes, the main technical changes are as follows: - The definition of rental vehicles has been modified (see 3.2); - The term "returning a vehicle in a different place" has been added (see 3.10); - The guidance requirements for new energy and energy-saving vehicles have been added (see 6.2.3); - The regulations on the installation of satellite positioning devices on rental vehicles have been modified (see 6.2.6); - The requirements for the information management of car rentals have been added (see 7.1 and 7.2); - The regulations on the networking of business services have been added (see 8.1, 8.2 and 8.3); - The regulations on the verification of the identity of the lessee have been modified (see 9.2.1); - The regulations on the scope of rental fees have been added (see 9.4); - The regulations on the supervision and evaluation of industry associations and administrative agencies have been deleted (see 9.1.1); - The general logo of the car rental industry has been added (see 5.1.6 and Appendix A). This standard is proposed and managed by the Beijing Municipal Transportation Commission. This standard is organized and implemented by the Transportation Management Bureau of the Beijing Municipal Transportation Commission. DB11/T475—2014
The drafting units of this standard are: Beijing Municipal Transportation Committee Transport Management Bureau, Ministry of Transport Highway Research Institute, Zhongjin Auto Trade Service Co., Ltd., Beijing Tonglida Car Rental Co., Ltd. The main drafters of this standard are: Chang Huamin, Jiao Tongmin, Wu Jie, Hao Rongde, Ouyang Songshou, Gu Jingyan, Ma Ruiyi, Gao Yong, Wu Yinlong, Yang Jisheng, Wang Xianping.
1 Scope
Car rental business service specifications
DB11/T475—2014
This standard specifies the operating entity, service location, rental vehicles, information management, network operation, service specifications, and service quality evaluation of car rental business services.
This standard applies to the car rental business activities of car rental operators. Normative references
The following documents are indispensable for the application of this document. For all references with dates, only the versions with the dates are applicable to this document. For any undated referenced document, the latest version (including all amendments) shall apply to this document. B7258 Technical conditions for motor vehicle operation safety
BT18344 Technical specifications for automobile maintenance, inspection and diagnosis Terms and definitions
The following terms and definitions apply to this document. 3.1
Car rental
carrental
Providing rental services with cars as rental objects
Car rental operators
carrental entities
Business entities such as corporate legal persons and branches of corporate legal persons engaged in car rental operations. 3.3
Leased vehicle
rentalcar
A passenger car with 9 seats or less legally owned by a car rental operator for rental operations 3.4
Renter
A natural person or legal person who enters into a lease contract with a car rental operator and obtains the right to use the leased vehicle and related services. 3.5
Business outlets
servicesites
DBI1/T 475—2014
Business premises opened by car rental operators to provide car rental services to lessees. 3.6
Leasable car
Vehicles to be rented
Vehicles that meet the rental conditions and are available for rent at any time. 3.7
Leased car
Vehicles that have been delivered to the lessee for use in accordance with the lease contract 3.8
Vehicle maintenance
carnaintenanceforleasing
After a lease contract period, the leased vehicle shall be subject to necessary inspection, commissioning, tightening, lubrication, cleaning, replenishment and arrangement to restore it to a good condition for rent.
Guarantor
When the lessee cannot perform the responsibilities and obligations stipulated in the car rental contract, the third party who assumes the corresponding responsibilities and obligations on his behalf in accordance with the contract.
Trans-station return
The lessee rents a car at a business outlet in a certain city and returns it at another business outlet in the same city or another city. 4 Business entity
4.1 Car rental operators should hold a legal and valid industrial and commercial business license. 4.2 Car rental operators should report and file with the transportation administrative department in accordance with relevant regulations. 4.3 Car rental operators should create service brands, register service trademarks or use service brand logos. Service place
5.1 Business outlets
5.1.1 Car rental operators should set up fixed and dedicated business outlets. 5.1.2 The address of the business outlet should be consistent with the industrial and commercial registration address. 5.1.3 If a business outlet is rented, a rental contract with a term of more than 1 year should be signed. 5.1.4
Business stores should set up functional areas such as reception services, business processing, and vehicle handover. The specific requirements are as follows: The reception service area should publicize the business service items, price list and car rental procedures, service commitments, supervision and complaint matters, etc., and have relevant inquiry materials, and provide convenient services such as waiting and consultation for the lessee; the vehicle handover area should have at least one parking space and vehicle handover inspection conditions. 5.1.5 The use area of the business store dedicated to car rental operations should be greater than 30m2
DB11/T 475—2014
5.1.6 Business stores should have obvious corporate logos, and the text logos should be consistent with the company name or business name registered with the Industrial and Commercial Bureau. 5.1.7 Business stores should use corporate brand logos or trademarks: It is advisable to set up a common logo for the car rental industry, see Appendix A It is advisable to set up bilingual logos in Chinese and English.
5.2 Parking lots (garages)
5.2.1 Car rental operators should have facilities for parking vehicles for rent, including self-owned and self-used parking lots (garages), overall rented parking lots (garages) and temporary use of public parking spaces.
5.2.2 For overall rented parking lots (garages), a lease contract of more than one year should be signed. 5.2.3 The effective volume of self-owned and self-used parking lots (garages) and overall rented parking lots (garages) should meet the parking needs of more than 10% of the rental vehicles. 5.2.4 Car rental operators are responsible for the safety management of parking lots (garages) owned and used by themselves or rented as a whole, and should ensure that their safety layout and safety settings comply with the "Beijing Motor Vehicle and Motor Vehicle Parking Garage Fire Safety Management Regulations", including but not limited to the following requirements: 1. Fire prevention, explosion prevention, anti-theft and other facilities and equipment are configured; 2. Prohibit the placement of flammable, explosive and environmentally polluting items; 3. Keep a safe distance from flammable and explosive sources; 4. Mark parking spaces and reserve emergency evacuation channels for vehicles; 5. Set up safety warning and prohibition signs; 6. Complete safety management system and equip security personnel. 7.2.5 When temporarily using public parking spaces, public safety should not be hindered or endangered. 8.3 Maintenance Places
Car rental operators who set up their own vehicle maintenance work places should complete safety production rules and regulations in accordance with the regulations and standards of safety management in the automobile maintenance industry, clarify the safe use procedures and safety protection measures for various types of machinery and equipment, electrical equipment, gas and fuel, pressure vessels, and flammable, explosive, highly toxic, highly corrosive, and highly radioactive materials, and clarify job safety responsibilities. 6 Leased Vehicles
6.1 Vehicle License Plates
6.1.1 Leased vehicles must hold a valid motor vehicle driving license and motor vehicle license plate issued by the Municipal Public Security Traffic Management Department. 6.1.2 Leased vehicles must be reported to the transportation administration department for record. 6.1.3 The name of the owner of the leased vehicle recorded on the motor vehicle driving license and registration certificate shall be consistent with the industrial and commercial registration name of the car rental operator. 6.2 Vehicle safety technical requirements
6.2.1 The safety and technical performance of the leased vehicle shall comply with the requirements of GB7258 and hold a valid motor vehicle safety inspection certificate. 6.2.2 The leased vehicle shall comply with the requirements of the city's environmental protection indicators and hold a valid environmental protection mark. 6.2.3 Leased vehicles should use new energy and energy-saving vehicles such as pure electric or hybrid electric vehicles. 6.2.4 Leased vehicles should apply for compulsory motor vehicle traffic accident liability insurance, and third-party liability insurance and vehicle loss insurance should be applied for. 6.2.5 Car rental operators should carry out periodic technical maintenance on leased vehicles in accordance with the provisions of GB/T18344 and the following requirements: The interval mileage (interval time) of technical maintenance is generally implemented in accordance with the provisions of the original vehicle instruction manual. If the vehicle is used in a bad environment or the intensity of use is high, the interval mileage (interval time) of technical maintenance should be shortened accordingly; if the car rental operator implements some technical maintenance projects by itself, the operation and inspection should be carried out by personnel holding the corresponding professional qualification certificates, and project operation and project inspection sheets (forms) should be prepared, and the record and signature procedures should be performed. 3
DB11/T475—2014
6.2.6 The rental vehicle should be installed with a satellite positioning device that meets the industry standard specifications, and connected with the enterprise's monitoring platform and the monitoring platform of the relevant management department to ensure effective information transmission. 6.3 Vehicle Preparation
6.3.1 After a rental contract period, the rental vehicle should be prepared in time. The basic contents of vehicle preparation are as follows: 1. Comprehensively check the technical condition of the vehicle;
1. Carry out necessary debugging, tightening, lubrication, and cleaning; 1. Replenish the engine fuel, lubricating oil, coolant and other oils and liquids; 1. Count and prepare the accessories, tools, and license plates of the vehicle to restore the vehicle to a good technical state for rent. 6.3.2 The vehicle preparation shall be organized and implemented by the car rental operator. Among them, the technical items shall be operated and inspected by personnel holding the corresponding professional qualification certificates, and the project operation and project inspection sheets (sheets) shall be prepared, and the record and signature procedures shall be performed. 6.3.3 The rental vehicle after preparation shall meet the following requirements: The technical condition is good, as follows:
The engine and chassis operate stably, normally, and without abnormal noise; The braking, steering, clutch, and transmission systems are sensitive to operate and work reliably: The filling amount of engine lubricating oil, coolant and battery electrolyte meets the regulations, and the vent valve (hole) is unobstructed; The frame, body, suspension, wheel hub and various transmission rods (parts) are intact, the fastening parts are reliably tightened, and the grease lubrication parts are fully lubricated:
The pipelines of each part are unobstructed, well sealed, and there is no water leakage, oil leakage, or air leakage; 8
The circuit connection is correct and reliable, and the lights, instruments, horns, signal devices and other electrical equipment are complete and intact; The tires are intact and the air pressure is normal.
-The exterior and interior are intact and tidy, as follows
The exterior of the vehicle has no obvious damage, defects or dirt; 8
The original facilities of the vehicle are complete and intact, and the additional facilities are well assembled; 80
The interior of the vehicle is clean, odorless, stain-free, and disinfected; 80
The items in the luggage compartment are in place in order, without any sundries, flammable, explosive or other dangerous goods: 8o
The engine compartment is clean, without obvious grease and dirt, and the vehicle is fully equipped, as follows
The vehicle tools, spare tire, fire extinguisher, fault warning sign, anti-theft device and other accessory items are complete and intact; the license plate, inspection mark, service supervision card are complete: 8o
The vehicle's spare fuel volume is not less than 10L.
6.4 Vehicle Files
Car rental operators shall establish single-vehicle management files for rental vehicles, and fully preserve and collect the following basic information of rental vehicles: original vouchers for vehicle purchase, taxation, naturalization, insurance, filing, transfer of nationality, cancellation, etc.: 1. Vehicle mileage and cumulative information and information on maintenance, repair, replacement of parts, inspection, and preparation; 1. Vehicle accident damage, repair, etc.; 1. Other information and information on the vehicle.
7 Information Management
7.1 Information Management System
DB11/T 475—2014
7.1.1Car rental operators shall establish an information management system with functions such as vehicle information management, customer information management, contract information management, rental information management, and statistical management, and implement information management of business services. 7.1.2 The specific requirements for vehicle information management are as follows: 1. Based on 6.4, establish electronic files such as license plate management, technical management, and operation management of rental vehicles; 1. Use the vehicle satellite positioning monitoring platform to monitor and manage rental vehicles in real time and store monitoring information; 1. Master the real-time status of vehicles such as waiting for rent, renting, failure, repair, and preparation, and manage vehicle operations. 7.1.3 Customer information management should record the identity information of the lessee, rental information, performance information, and traffic violation information, and complete the credit information file of the lessee.
7.1.4 Contract information management should complete relevant information such as contract signing, performance, change, termination, and renewal. 7.1.5 Rental information management should complete relevant information such as rental, deposit management, payment, and settlement management. 7.1.6 Statistical management should collect and summarize business service data, conduct statistical analysis, and transmit statistical information. 7.1.7 Car rental operators should transmit safety service information to the car rental industry management and service information system. 7.2 Information Release and Preservation
7.2.1 Car rental operators shall establish or use public service information system platforms to open up channels for the release of business service information and provide lessees with convenient conditions for information inquiry and car rental reservation. 7.2.2 The preservation period of various types of information data shall be implemented in accordance with relevant laws and regulations: if there are no specific provisions, the preservation period shall not be less than 3 years. 8 Networked Operation
8.1 More than two business outlets of the same car rental operator shall implement chain operation and network services. 8.2 Car rental operators should open business outlets in urban transportation hubs, commercial blocks, residential communities, government agencies, campuses and other areas; it is advisable to expand the time-sharing car rental and shared business service model of return on demand. 8.3 Car rental operators with conditions should open business outlets in other provinces and cities to carry out car rental services such as return of cars in different places and online reservation and booking. 9 Service Standards
9.1 Reception Service
9.1.1 Car rental business outlets should set up reception service desks and reception service staff. Reception service staff should undergo job training, wear uniforms and badges when on duty, be dignified and neat, and treat guests politely. 9.1.2 Reception service staff should introduce business service items, price lists, rental procedures and other matters to customers, and provide relevant information in full if necessary.
9.1.3 Foreign-related reception services should follow foreign-related etiquette, provide foreign language services, and have foreign language query materials. 9.1.4 Business outlets should provide telephone and online car rental reservation services, and provide fax or electronic graphic materials for reservation lessees. 9.2 Lessee identity verification
9.2.1 After the two parties to the lease confirm the rental intention, the car rental operator should check the lessee's valid identity document.一 For individual customers, their valid ID cards, motor vehicle driver's licenses and other documents should be checked: 一 For group customers, their organization code certificates, business licenses, motor vehicle driver's licenses of the proposed drivers, ID cards of the handling personnel and authorization documents should be checked:
一 The identity information of the lessee (handler) should be transmitted to the public security department immediately for identity verification. 9.2.2 The car rental operator should register the identity verification and verification of the lessee. If necessary, the lessee may be required to provide a guarantor and a guarantee letter, and the identity of the guarantor shall be verified. The guarantor shall have the corresponding civil liability capacity. 5
DB11/T475—2014
9.2.3 The car rental operator shall fully preserve the relevant information for the identity verification of the lessee, the handling person and the guarantor: complete the identity information, credit information and other data information of the lessee. 9.2.4 The car rental operator has the obligation to keep confidential the relevant information of the lessee. 9.3 Lease Contract and Notice
9.3.1 After the identity of the lessee is verified, the two parties shall sign a lease contract. The lease contract shall use the unified model text recommended by the industry. If the identity of the lessee is found to be untrue after verification, the car rental operator shall refuse to sign a lease contract with him. 9.3.2 If the two parties need to refine the terms of the contract, or need to agree on vehicle use restrictions, maintenance and rescue services, insurance matters, definition of traffic violation liability and other important matters, they may add terms or sign a supplementary agreement without violating the existing terms of the contract text.
9.3.3 The authorization letter, guarantee letter, contract supplementary terms and supplementary agreement shall be attached to the lease contract. 9.3.4 Car rental operators shall inform the lessee in writing about the correct use, daily maintenance, rescue services, safe driving and illegal liability of the leased vehicle. The written notice shall use the model text uniformly recommended by the industry, see Appendix B. 9.3.5 The original copy of the lease contract and written notice shall be signed (stamped) by both parties and each party shall keep one copy. 9.3.6 Car rental operators shall fully preserve the lease contract and attached materials, and complete the data and information on contract signing, performance, change, termination, renewal, etc.
9.4 Car rental fees and deposits
9.4.1 Car rental operators shall collect car rental fees in the amount and method agreed in the contract and issue formal invoices. 9.4.2 The rental fee may include basic rental fee, value-added service fee and additional charges, as follows: Basic rental fee is the basic rental fee announced by the car rental operator to the lessee, which shall be composed of the use, depreciation, technical maintenance fee and vehicle insurance fee of the leased vehicle. Value-added service fee refers to the additional fee charged by the car rental operator due to the lessee's voluntary choice to add insurance types or choose to rent and return the car in a different place, use navigation system and other additional services. Additional charges refer to the additional fees charged by the car rental operator due to the lessee's use of the car beyond the rental period or mileage. 9.4.3 The car rental operator shall clearly inform the lessee of the basic rental fee, value-added service fee and additional charge standards. 9.4.4 The car rental operator shall collect a deposit (security deposit) in accordance with the contract agreement. The security deposit shall not be used for other purposes and shall not be used to offset the rental fee during the normal execution period of the lease contract. After the contract is fulfilled, the security deposit shall be returned to the lessee. 9.5 Delivery and Handover
9.5.1 During delivery and handover, the lessee and the lessor shall conduct on-site inspection according to the rental vehicle handover form. During the inspection, the lessee is allowed to test drive the vehicle; the car rental operator shall fully explain the performance and safe operation of the vehicle to the lessee. 9.5.2 If any problem is found during the inspection and test drive, it shall be promptly handled and remedied; if it cannot be handled and remedied for the time being but does not affect the normal driving and safe operation of the vehicle, it shall be noted on the vehicle handover form; if the lessee is not satisfied with the vehicle and requires another choice, it shall be met. 9.5.3 After the inspection is correct, the lessee and the lessor shall sign and confirm on the rental vehicle handover form. 9.6 Rescue Service
9.6.1 When the rented vehicle cannot be driven normally due to a malfunction or accident, the car rental operator shall provide timely and effective vehicle rescue services in accordance with the lease contract.
9.6.2 Car rental operators shall prepare a complete rescue service plan, with the following specific requirements: 1% of the total number of rental vehicles shall be reserved for rental, and 1 vehicle shall be reserved for lessees if the number is less than 100, for replacement use by the lessee. 一一Equip rescue vehicles at 0.5% of the total number of rental vehicles, and 1 vehicle shall be reserved if the number is less than 200, and each rescue vehicle shall be equipped with more than 2 rescue service personnel:
DB11/T475—2014
一一Equip vehicle vulnerable parts, consumable oils, portable equipment, and emergency supplies such as communications and lighting, and place them in an orderly manner for easy access at any time;
一Open and publish a rescue service telephone number to ensure that someone is on duty 24 hours a day. 9.6.3 After receiving a rescue request from a lessee, the car rental operator shall accurately record the situation and implement rescue according to the rescue needs and rescue plan. If the accident site is within the Fifth Ring Road of this city or within 20 kilometers one way, it shall arrive within 2 hours: if it exceeds this range and itinerary, the lessee shall be notified of the arrival time, or other convenient rescue measures shall be taken. 9.6.4 After the rescue personnel arrive, if the faulty vehicle cannot resume normal driving within 2 hours, the car rental operator shall provide the lessee with a temporary replacement vehicle with corresponding functions and rental price, or the two parties shall negotiate to take other remedial measures. 9.6.5 If the faulty vehicle needs to be sent for repair, the car rental operator shall be responsible for sending it for repair and handling insurance claims, or entrust the lessee to send it for repair and handle insurance claims at a designated location. Expenses beyond the scope of insurance claims shall be borne in accordance with the vehicle fault liability and the agreement of the rental contract. 9.6.6 If the vehicle is sent for repair and stopped due to the lessee's responsibility, the car rental operator shall charge the lessee for the loss of suspension of operation according to the rental contract, and shall clearly show the lessee the original list of repair items and repair hours. 9.6.7 The car rental operator may enter into a commissioned rescue service contract (agreement) with a professional rescue unit or car repair enterprise. The entrusted rescue shall comply with the requirements of this standard for rescue services. 9.7 Recall of rented vehicles
9.7.1 When a rented vehicle reaches the specified mileage or time limit and needs technical maintenance, the car rental operator shall promptly recall it for maintenance, or entrust the lessee to a designated maintenance company for maintenance. The maintenance costs shall be borne by the car rental operator. 9.7.2 When a rented vehicle needs to undergo a safety technical inspection in accordance with the law, the car rental operator shall promptly recall it for inspection and bear the inspection costs. 9.7.3 If a safety hazard is found after the vehicle is rented out, the car rental operator shall immediately inform the lessee to stop driving the vehicle and take timely disposal measures. 9.7.4 If the maintenance and inspection of the rented vehicle affect the lessee's normal use, the car rental operator shall provide a replacement vehicle. 9.8 Vehicle collection and handover
9.8.1 When the rented vehicle is returned, the lessor and the lessee shall check the vehicle's intact condition and the vehicle's accessories against the handover sheet at the time of departure. If the inspection is correct, it shall be noted on the vehicle handover sheet and signed by both parties for approval. 9.8.2 When the vehicle is inspected and found to be abnormally damaged or missing, the responsibility shall be immediately defined, and the corresponding compensation (compensation) liability shall be determined in accordance with the rental contract. If the responsibility cannot be defined immediately or there is no corresponding agreement in the rental contract, the two parties shall negotiate and deal with it in accordance with the principles of fairness and good faith; if the negotiation fails, mediation, arbitration or litigation procedures may be carried out in accordance with the law. 9.8.3 After the rental vehicle is returned, the car rental operator shall promptly record the relevant circumstances during the rental period of the vehicle into the single vehicle management file, and at the same time enter the relevant data information into the vehicle rental management, vehicle operation management and other databases. 9.9 Settlement
9.9.1 After the rental vehicle is returned, the rental parties shall settle the fees in a timely manner. 9.9.2 Car rental operators shall keep the expense settlement documents in full; complete the monthly, quarterly and annual operating accounting data information, and submit the relevant data information in accordance with the regulations
Service quality evaluation
10.1 Car rental operators shall publicize the service supervision and complaint telephone number or Internet address on the service supervision card accompanying the car, and accept the opinions and complaints of the lessee at any time
10.2 Car rental operators shall record the complaints of the lessee in detail, carefully verify, properly handle, and reply within 7 working days.
DB11/T475—2014
10.3 Car rental operators shall collect and analyze the feedback of the lessee on the quality of business services in a timely manner, establish a self-evaluation mechanism for business services, and continuously improve, perfect and enhance the quality of business services10.4 Car rental operators shall participate in the industry quality reputation assessment and evaluation in accordance with this standard, accept the assessment and evaluation opinions of the industry assessment agency, and make rectifications based on the assessment opinions.
10.5 Car rental operators should formulate and implement operating service standards that are higher than this standard, and actively participate in various standardization certification activities such as quality management, safe production, energy conservation and emission reduction. A1 Logo color
Logo colors can be divided into the following three types:
White graphics, blue background:
一Blue graphics, white background;
Appendix A
(Informative Appendix)
Example of general logos in the car rental industry
DB11/T475—2014
一On the premise of ensuring a strong contrast between the graphics and the background, the metal carrier signboard can use the carrier's original color as the background color. A2 Logo drawing
During the logo drawing and production process, the pattern part should be strictly enlarged and reduced in proportion to the square. The four corners of the square can be rounded, and the four corners of the square signboard can also be rounded.
A3 Logo Usage
A3.1 Car rental business stores can use the pattern part and the company name (brand logo) in combination. When using the logo in a text file, the pattern part and the text part should be used at the same time. The general logo of the car rental industry is shown in Figure A1A3.2
:
Car Rental
CARRENTAL
Figure A1 General Logo of the Car Rental Industry2 Car rental fees may include basic rental fees, value-added service fees, and additional charges, as follows: Basic rental fees are the basic rental fees announced by the car rental operator to the lessee, which should be composed of the use, depreciation, technical maintenance fees and vehicle insurance fees of the leased vehicle.
One-value-added service fees refer to the additional fees charged by the car rental operator due to the lessee's voluntary choice to add insurance types or choose to rent and return the car in a different place, use navigation devices and other additional services. - Additional charges refer to the fees charged by the car rental operator due to the lessee's use of the car beyond the rental period or mileage. 9.4.3 Car rental operators shall clearly inform the lessee of the basic rental fees, value-added service fees, and additional fee standards. 9.4.4 Car rental operators shall collect security deposits (deposits) in accordance with the contract agreement. The security deposit should not be used for other purposes and should not be used to offset the rental fees during the normal execution period of the lease contract. After the contract is fulfilled, the security deposit should be returned to the lessee. 9.5 Delivery and Handover
9.5.1 During delivery and handover, the lessee and the lessor shall conduct on-site inspection according to the rental vehicle handover form. During the inspection, the lessee is allowed to test drive the vehicle; the car rental operator shall fully explain the performance and safe operation of the vehicle to the lessee. 9.5.2 If any problem is found during the inspection and test drive, it shall be promptly handled and remedied; if it cannot be handled and remedied for the time being but does not affect the normal driving and safe operation of the vehicle, it shall be noted on the vehicle handover form; if the lessee is not satisfied with the vehicle and requires another choice, it shall be met. 9.5.3 After the inspection is correct, the lessee and the lessor shall sign and confirm on the rental vehicle handover form. 9.6 Rescue Service
9.6.1 When the rented vehicle cannot be driven normally due to a malfunction or accident, the car rental operator shall provide timely and effective vehicle rescue services in accordance with the lease contract.
9.6.2 Car rental operators shall prepare a complete rescue service plan, with the following specific requirements: 1% of the total number of rental vehicles shall be reserved for rental, and 1 vehicle shall be reserved for lessees if the number is less than 100, for replacement use by the lessee. 一一Equip rescue vehicles at 0.5% of the total number of rental vehicles, and 1 vehicle shall be reserved if the number is less than 200, and each rescue vehicle shall be equipped with more than 2 rescue service personnel: bzxZ.net
DB11/T475—2014
一一Equip vehicle vulnerable parts, consumable oils, portable equipment, and emergency supplies such as communications and lighting, and place them in an orderly manner for easy access at any time;
一Open and publish a rescue service telephone number to ensure that someone is on duty 24 hours a day. 9.6.3 After receiving a rescue request from a lessee, the car rental operator shall accurately record the situation and implement rescue according to the rescue needs and rescue plan. If the accident site is within the Fifth Ring Road of this city or within 20 kilometers one way, it shall arrive within 2 hours: if it exceeds this range and itinerary, the lessee shall be notified of the arrival time, or other convenient rescue measures shall be taken. 9.6.4 After the rescue personnel arrive, if the faulty vehicle cannot resume normal driving within 2 hours, the car rental operator shall provide the lessee with a temporary replacement vehicle with corresponding functions and rental price, or the two parties shall negotiate to take other remedial measures. 9.6.5 If the faulty vehicle needs to be sent for repair, the car rental operator shall be responsible for sending it for repair and handling insurance claims, or entrust the lessee to send it for repair and handle insurance claims at a designated location. Expenses beyond the scope of insurance claims shall be borne in accordance with the vehicle fault liability and the agreement of the rental contract. 9.6.6 If the vehicle is sent for repair and suspended due to the lessee's responsibility, the car rental operator shall charge the lessee for suspension loss fees in accordance with the rental contract, and shall clearly indicate to the lessee the original list of repair items and repair hours. 9.6.7 The car rental operator may enter into a commissioned rescue service contract (agreement) with a professional rescue unit or car repair enterprise. The entrusted rescue shall comply with the requirements of this standard for rescue services. 9.7 Recall of rented vehicles
9.7.1 When a rented vehicle reaches the specified mileage or time limit and needs technical maintenance, the car rental operator shall promptly recall it for maintenance, or entrust the lessee to a designated maintenance company for maintenance. The maintenance costs shall be borne by the car rental operator. 9.7.2 When a rented vehicle needs to undergo a safety technical inspection in accordance with the law, the car rental operator shall promptly recall it for inspection and bear the inspection costs. 9.7.3 If a safety hazard is found after the vehicle is rented out, the car rental operator shall immediately inform the lessee to stop driving and take timely disposal measures. 9.7.4 If the maintenance and inspection of the rented vehicle affect the lessee's normal use, the car rental operator shall provide a replacement vehicle. 9.8 Vehicle collection and handover
9.8.1 When the rented vehicle is returned, the lessor and the lessee shall check the vehicle's intact condition and the vehicle's accessories against the handover sheet at the time of departure. If the inspection is correct, it shall be noted on the vehicle handover sheet and signed and approved by both parties. 9.8.2 When the vehicle is inspected and found to be abnormally damaged or missing, the responsibility shall be immediately defined, and the corresponding compensation (compensation) liability shall be determined in accordance with the rental contract. If the responsibility cannot be defined immediately or there is no corresponding agreement in the rental contract, the two parties shall negotiate and deal with it in accordance with the principles of fairness and good faith; if the negotiation fails, mediation, arbitration or litigation procedures may be carried out in accordance with the law. 9.8.3 After the rental vehicle is returned, the car rental operator shall promptly record the relevant circumstances during the rental period of the vehicle into the single vehicle management file, and at the same time enter the relevant data information into the vehicle rental management, vehicle operation management and other databases. 9.9 Settlement
9.9.1 After the rental vehicle is returned, the rental parties shall settle the fees in a timely manner. 9.9.2 Car rental operators shall keep the expense settlement documents in full; complete the monthly, quarterly and annual operating accounting data information, and submit the relevant data information in accordance with the regulations
Service quality evaluation
10.1 Car rental operators shall publicize the service supervision and complaint telephone number or Internet address on the service supervision card accompanying the car, and accept the opinions and complaints of the lessee at any time
10.2 Car rental operators shall record the complaints of the lessee in detail, carefully verify, properly handle, and reply within 7 working days.
DB11/T475—2014
10.3 Car rental operators shall collect and analyze the feedback of the lessee on the quality of business services in a timely manner, establish a self-evaluation mechanism for business services, and continuously improve, perfect and enhance the quality of business services10.4 Car rental operators shall participate in the industry quality reputation assessment and evaluation in accordance with this standard, accept the assessment and evaluation opinions of the industry assessment agency, and make rectifications based on the assessment opinions.
10.5 Car rental operators should formulate and implement operating service standards that are higher than this standard, and actively participate in various standardization certification activities such as quality management, safe production, energy conservation and emission reduction. A1 Logo color
Logo colors can be divided into the following three types:
White graphics, blue background:
一Blue graphics, white background;
Appendix A
(Informative Appendix)
Example of general logos in the car rental industry
DB11/T475—2014
一On the premise of ensuring a strong contrast between the graphics and the background, the metal carrier signboard can use the carrier's original color as the background color. A2 Logo drawing
During the logo drawing and production process, the pattern part should be strictly enlarged and reduced in proportion to the square. The four corners of the square can be rounded, and the four corners of the square signboard can also be rounded.
A3 Logo Usage
A3.1 Car rental business stores can use the pattern part and the company name (brand logo) in combination. When using the logo in a text file, the pattern part and the text part should be used at the same time. The general logo of the car rental industry is shown in Figure A1A3.2
:
Car Rental
CARRENTAL
Figure A1 General Logo of the Car Rental Industry2 Car rental fees may include basic rental fees, value-added service fees, and additional charges, as follows: Basic rental fees are the basic rental fees announced by the car rental operator to the lessee, which should be composed of the use, depreciation, technical maintenance fees and vehicle insurance fees of the leased vehicle.
One-value-added service fees refer to the additional fees charged by the car rental operator due to the lessee's voluntary choice to add insurance types or choose to rent and return the car in a different place, use navigation devices and other additional services. - Additional charges refer to the fees charged by the car rental operator due to the lessee's use of the car beyond the rental period or mileage. 9.4.3 Car rental operators shall clearly inform the lessee of the basic rental fees, value-added service fees, and additional fee standards. 9.4.4 Car rental operators shall collect security deposits (deposits) in accordance with the contract agreement. The security deposit should not be used for other purposes and should not be used to offset the rental fees during the normal execution period of the lease contract. After the contract is fulfilled, the security deposit should be returned to the lessee. 9.5 Delivery and Handover
9.5.1 During delivery and handover, the lessee and the lessor shall conduct on-site inspection according to the rental vehicle handover form. During the inspection, the lessee is allowed to test drive the vehicle; the car rental operator shall fully explain the performance and safe operation of the vehicle to the lessee. 9.5.2 If any problem is found during the inspection and test drive, it shall be promptly handled and remedied; if it cannot be handled and remedied for the time being but does not affect the normal driving and safe operation of the vehicle, it shall be noted on the vehicle handover form; if the lessee is not satisfied with the vehicle and requires another choice, it shall be met. 9.5.3 After the inspection is correct, the lessee and the lessor shall sign and confirm on the rental vehicle handover form. 9.6 Rescue Service
9.6.1 When the rented vehicle cannot be driven normally due to a malfunction or accident, the car rental operator shall provide timely and effective vehicle rescue services in accordance with the lease contract.
9.6.2 Car rental operators shall prepare a complete rescue service plan, with the following specific requirements: 1% of the total number of rental vehicles shall be reserved for rental, and 1 vehicle shall be reserved for lessees if the number is less than 100, for replacement use by the lessee. 一一Equip rescue vehicles at 0.5% of the total number of rental vehicles, and 1 vehicle shall be reserved if the number is less than 200, and each rescue vehicle shall be equipped with more than 2 rescue service personnel:
DB11/T475—2014
一一Equip vehicle vulnerable parts, consumable oils, portable equipment, and emergency supplies such as communications and lighting, and place them in an orderly manner for easy access at any time;
一Open and publish a rescue service telephone number to ensure that someone is on duty 24 hours a day. 9.6.3 After receiving a rescue request from a lessee, the car rental operator shall accurately record the situation and implement rescue according to the rescue needs and rescue plan. If the accident site is within the Fifth Ring Road of this city or within 20 kilometers one way, it shall arrive within 2 hours: if it exceeds this range and itinerary, the lessee shall be notified of the arrival time, or other convenient rescue measures shall be taken. 9.6.4 After the rescue personnel arrive, if the faulty vehicle cannot resume normal driving within 2 hours, the car rental operator shall provide the lessee with a temporary replacement vehicle with corresponding functions and rental price, or the two parties shall negotiate to take other remedial measures. 9.6.5 If the faulty vehicle needs to be sent for repair, the car rental operator shall be responsible for sending it for repair and handling insurance claims, or entrust the lessee to send it for repair and handle insurance claims at a designated location. Expenses beyond the scope of insurance claims shall be borne in accordance with the vehicle fault liability and the agreement of the rental contract. 9.6.6 If the vehicle is sent for repair and suspended due to the lessee's responsibility, the car rental operator shall charge the lessee for suspension loss fees in accordance with the rental contract, and shall clearly indicate to the lessee the original list of repair items and repair hours. 9.6.7 The car rental operator may enter into a commissioned rescue service contract (agreement) with a professional rescue unit or car repair enterprise. The entrusted rescue shall comply with the requirements of this standard for rescue services. 9.7 Recall of rented vehicles
9.7.1 When a rented vehicle reaches the specified mileage or time limit and needs technical maintenance, the car rental operator shall promptly recall it for maintenance, or entrust the lessee to a designated maintenance company for maintenance. The maintenance costs shall be borne by the car rental operator. 9.7.2 When a rented vehicle needs to undergo a safety technical inspection in accordance with the law, the car rental operator shall promptly recall it for inspection and bear the inspection costs. 9.7.3 If a safety hazard is found after the vehicle is rented out, the car rental operator shall immediately inform the lessee to stop driving and take timely disposal measures. 9.7.4 If the maintenance and inspection of the rented vehicle affect the lessee's normal use, the car rental operator shall provide a replacement vehicle. 9.8 Vehicle collection and handover
9.8.1 When the rented vehicle is returned, the lessor and the lessee shall check the vehicle's intact condition and the vehicle's accessories against the handover sheet at the time of departure. If the inspection is correct, it shall be noted on the vehicle handover sheet and signed and approved by both parties. 9.8.2 When the vehicle is inspected and found to be abnormally damaged or missing, the responsibility shall be immediately defined, and the corresponding compensation (compensation) liability shall be determined in accordance with the rental contract. If the responsibility cannot be defined immediately or there is no corresponding agreement in the rental contract, the two parties shall negotiate and deal with it in accordance with the principles of fairness and good faith; if the negotiation fails, mediation, arbitration or litigation procedures may be carried out in accordance with the law. 9.8.3 After the rental vehicle is returned, the car rental operator shall promptly record the relevant circumstances during the rental period of the vehicle into the single vehicle management file, and at the same time enter the relevant data information into the vehicle rental management, vehicle operation management and other databases. 9.9 Settlement
9.9.1 After the rental vehicle is returned, the rental parties shall settle the fees in a timely manner. 9.9.2 Car rental operators shall keep the expense settlement documents in full; complete the monthly, quarterly and annual operating accounting data information, and submit the relevant data information in accordance with the regulations
Service quality evaluation
10.1 Car rental operators shall publicize the service supervision and complaint telephone number or Internet address on the service supervision card accompanying the car, and accept the opinions and complaints of the lessee at any time
10.2 Car rental operators shall record the complaints of the lessee in detail, carefully verify, properly handle, and reply within 7 working days.
DB11/T475—2014
10.3 Car rental operators shall collect and analyze the feedback of the lessee on the quality of business services in a timely manner, establish a self-evaluation mechanism for business services, and continuously improve, perfect and enhance the quality of business services10.4 Car rental operators shall participate in the industry quality reputation assessment and evaluation in accordance with this standard, accept the assessment and evaluation opinions of the industry assessment agency, and make rectifications based on the assessment opinions.
10.5 Car rental operators should formulate and implement operating service standards that are higher than this standard, and actively participate in various standardization certification activities such as quality management, safe production, energy conservation and emission reduction. A1 Logo color
Logo colors can be divided into the following three types:
White graphics, blue background:
一Blue graphics, white background;
Appendix A
(Informative Appendix)
Example of general logos in the car rental industry
DB11/T475—2014
一On the premise of ensuring a strong contrast between the graphics and the background, the metal carrier signboard can use the carrier's original color as the background color. A2 Logo drawing
During the logo drawing and production process, the pattern part should be strictly enlarged and reduced in proportion to the square. The four corners of the square can be rounded, and the four corners of the square signboard can also be rounded.
A3 Logo Usage
A3.1 Car rental business stores can use the pattern part and the company name (brand logo) in combination. When using the logo in a text file, the pattern part and the text part should be used at the same time. The general logo of the car rental industry is shown in Figure A1A3.2
:
Car Rental
CARRENTAL
Figure A1 General Logo of the Car Rental Industry1When the rented vehicle cannot be driven normally due to a breakdown or accident, the car rental operator shall provide timely and effective vehicle rescue services in accordance with the rental contract.
9.6.2 The car rental operator shall prepare a complete rescue service plan, with the following specific requirements: 1% of the total number of rented vehicles shall be reserved for rent, and 1 vehicle shall be reserved for lessees if the number is less than 100, so that the lessee can use it instead. 一一Equip a rescue work vehicle at 0.5% of the total number of rented vehicles, and 1 vehicle shall be reserved if the number is less than 200, and each rescue work vehicle shall be equipped with more than 2 rescue service personnel:
DB11/T475—2014
一一Equip vehicle vulnerable parts, consumable oil products, portable equipment, and emergency supplies such as communications and lighting, and place them in an orderly manner for easy access at any time;
一Open and publish a rescue service telephone number to ensure that someone is on duty 24 hours a day. 9.6.3After receiving a rescue request from the lessee, the car rental operator shall accurately record the situation and implement rescue according to the rescue needs and rescue plan. If the accident site is within the Fifth Ring Road of this city or within 20 kilometers one way, it shall arrive within 2 hours: if it exceeds this range and itinerary, the lessee shall be notified of the arrival time, or other convenient rescue measures shall be taken. 9.6.4 After the rescue personnel arrive, if the faulty vehicle cannot resume normal driving within 2 hours, the car rental operator shall provide the lessee with a temporary replacement vehicle with corresponding functions and rental price, or the two parties shall negotiate to take other remedial measures. 9.6.5 If the faulty vehicle needs to be sent for repair, the car rental operator shall be responsible for sending it for repair and handling insurance claims, or entrust the lessee to send it for repair and handle insurance claims at a designated location. Expenses beyond the scope of insurance claims shall be borne in accordance with the vehicle fault liability and the agreement of the rental contract. 9.6.6 If the vehicle is sent for repair and stopped due to the lessee's responsibility, the car rental operator shall charge the lessee for the loss of suspension of operation according to the rental contract, and shall clearly show the lessee the original list of repair items and repair hours. 9.6.7 The car rental operator may enter into a commissioned rescue service contract (agreement) with a professional rescue unit or car repair enterprise. The entrusted rescue shall comply with the requirements of this standard for rescue services. 9.7 Recall of rented vehicles
9.7.1 When a rented vehicle reaches the specified mileage or time limit and needs technical maintenance, the car rental operator shall promptly recall it for maintenance, or entrust the lessee to a designated maintenance company for maintenance. The maintenance costs shall be borne by the car rental operator. 9.7.2 When a rented vehicle needs to undergo a safety technical inspection in accordance with the law, the car rental operator shall promptly recall it for inspection and bear the inspection costs. 9.7.3 If a safety hazard is found after the vehicle is rented out, the car rental operator shall immediately inform the lessee to stop driving the vehicle and take timely disposal measures. 9.7.4 If the maintenance and inspection of the rented vehicle affect the lessee's normal use, the car rental operator shall provide a replacement vehicle. 9.8 Vehicle collection and handover
9.8.1 When the rented vehicle is returned, the lessor and the lessee shall check the vehicle's intact condition and the vehicle's accessories against the handover sheet at the time of departure. If the inspection is correct, it shall be noted on the vehicle handover sheet and signed by both parties for approval. 9.8.2 When the vehicle is inspected and found to be abnormally damaged or missing, the responsibility shall be immediately defined, and the corresponding compensation (compensation) liability shall be determined in accordance with the rental contract. If the responsibility cannot be defined immediately or there is no corresponding agreement in the rental contract, the two parties shall negotiate and deal with it in accordance with the principles of fairness and good faith; if the negotiation fails, mediation, arbitration or litigation procedures may be carried out in accordance with the law. 9.8.3 After the rental vehicle is returned, the car rental operator shall promptly record the relevant circumstances during the rental period of the vehicle into the single vehicle management file, and at the same time enter the relevant data information into the vehicle rental management, vehicle operation management and other databases. 9.9 Settlement
9.9.1 After the rental vehicle is returned, the rental parties shall settle the fees in a timely manner. 9.9.2 Car rental operators shall keep the expense settlement documents in full; complete the monthly, quarterly and annual operating accounting data information, and submit the relevant data information in accordance with the regulations
Service quality evaluation
10.1 Car rental operators shall publicize the service supervision and complaint telephone number or Internet address on the service supervision card accompanying the car, and accept the opinions and complaints of the lessee at any time
10.2 Car rental operators shall record the complaints of the lessee in detail, carefully verify, properly handle, and reply within 7 working days.
DB11/T475—2014
10.3 Car rental operators shall collect and analyze the feedback of the lessee on the quality of business services in a timely manner, establish a self-evaluation mechanism for business services, and continuously improve, perfect and enhance the quality of business services10.4 Car rental operators shall participate in the industry quality reputation assessment and evaluation in accordance with this standard, accept the assessment and evaluation opinions of the industry assessment agency, and make rectifications based on the assessment opinions.
10.5 Car rental operators should formulate and implement operating service standards that are higher than this standard, and actively participate in various standardization certification activities such as quality management, safe production, energy conservation and emission reduction. A1 Logo color
Logo colors can be divided into the following three types:
White graphics, blue background:
一Blue graphics, white background;
Appendix A
(Informative Appendix)
Example of general logos in the car rental industry
DB11/T475—2014
一On the premise of ensuring a strong contrast between the graphics and the background, the metal carrier signboard can use the carrier's original color as the background color. A2 Logo drawing
During the logo drawing and production process, the pattern part should be strictly enlarged and reduced in proportion to the square. The four corners of the square can be rounded, and the four corners of the square signboard can also be rounded.
A3 Logo Usage
A3.1 Car rental business stores can use the pattern part and the company name (brand logo) in combination. When using the logo in a text file, the pattern part and the text part should be used at the same time. The general logo of the car rental industry is shown in Figure A1A3.2
:
Car Rental
CARRENTAL
Figure A1 General Logo of the Car Rental Industry1 When the rented vehicle cannot be driven normally due to a breakdown or accident, the car rental operator shall provide timely and effective vehicle rescue services in accordance with the rental contract.
9.6.2 The car rental operator shall prepare a complete rescue service plan, with the following specific requirements: 1% of the total number of rented vehicles shall be reserved for rent, and 1 vehicle shall be reserved for lessees if the number is less than 100, so that the lessee can use it as a replacement. 一一 Equip a rescue work vehicle at 0.5% of the total number of rented vehicles, and 1 vehicle shall be equipped if the number is less than 200, and each rescue work vehicle shall be equipped with more than 2 rescue service personnel:
DB11/T475—2014
一一 Have vehicle vulnerable parts, consumable oil products, portable equipment, and emergency supplies such as communications and lighting, and place them in an orderly manner for easy access at any time;
一 Open and publish a rescue service telephone number to ensure that someone is on duty 24 hours a day. 9.6.3 After receiving a rescue request from the lessee, the car rental operator shall accurately record the situation and implement rescue according to the rescue needs and rescue plan. If the accident site is within the Fifth Ring Road of this city or within 20 kilometers one way, it shall arrive within 2 hours: if it exceeds this range and itinerary, the lessee shall be notified of the arrival time, or other convenient rescue measures shall be taken. 9.6.4 After the rescue personnel arrive, if the faulty vehicle cannot resume normal driving within 2 hours, the car rental operator shall provide the lessee with a temporary replacement vehicle with corresponding functions and rental price, or the two parties shall negotiate to take other remedial measures. 9.6.5 If the faulty vehicle needs to be sent for repair, the car rental operator shall be responsible for sending it for repair and handling insurance claims, or entrust the lessee to send it for repair and handle insurance claims at a designated location. Expenses beyond the scope of insurance claims shall be borne in accordance with the vehicle fault liability and the agreement of the rental contract. 9.6.6 If the vehicle is sent for repair and suspended due to the lessee's responsibility, the car rental operator shall charge the lessee for suspension loss fees in accordance with the rental contract, and shall clearly indicate to the lessee the original list of repair items and repair hours. 9.6.7 The car rental operator may enter into a commissioned rescue service contract (agreement) with a professional rescue unit or car repair enterprise. The entrusted rescue shall comply with the requirements of this standard for rescue services. 9.7 Recall of rented vehicles
9.7.1 When a rented vehicle reaches the specified mileage or time limit and needs technical maintenance, the car rental operator shall promptly recall it for maintenance, or entrust the lessee to a designated maintenance company for maintenance. The maintenance costs shall be borne by the car rental operator. 9.7.2 When a rented vehicle needs to undergo a safety technical inspection in accordance with the law, the car rental operator shall promptly recall it for inspection and bear the inspection costs. 9.7.3 If a safety hazard is found after the vehicle is rented out, the car rental operator shall immediately inform the lessee to stop driving and take timely disposal measures. 9.7.4 If the maintenance and inspection of the rented vehicle affect the lessee's normal use, the car rental operator shall provide a replacement vehicle. 9.8 Vehicle collection and handover
9.8.1 When the rented vehicle is returned, the lessor and the lessee shall check the vehicle's intact condition and the vehicle's accessories against the handover sheet at the time of departure. If the inspection is correct, it shall be noted on the vehicle handover sheet and signed and approved by both parties. 9.8.2 When the vehicle is inspected and found to be abnormally damaged or missing, the responsibility shall be immediately defined, and the corresponding compensation (compensation) liability shall be determined in accordance with the rental contract. If the responsibility cannot be defined immediately or there is no corresponding agreement in the rental contract, the two parties shall negotiate and deal with it in accordance with the principles of fairness and good faith; if the negotiation fails, mediation, arbitration or litigation procedures may be carried out in accordance with the law. 9.8.3 After the rental vehicle is returned, the car rental operator shall promptly record the relevant circumstances during the rental period of the vehicle into the single vehicle management file, and at the same time enter the relevant data information into the vehicle rental management, vehicle operation management and other databases. 9.9 Settlement
9.9.1 After the rental vehicle is returned, the rental parties shall settle the fees in a timely manner. 9.9.2 Car rental operators shall keep the expense settlement documents in full; complete the monthly, quarterly and annual operating accounting data information, and submit the relevant data information in accordance with the regulations
Service quality evaluation
10.1 Car rental operators shall publicize the service supervision and complaint telephone number or Internet address on the service supervision card accompanying the car, and accept the opinions and complaints of the lessee at any time
10.2 Car rental operators shall record the complaints of the lessee in detail, carefully verify, properly handle, and reply within 7 working days.
DB11/T475—2014
10.3 Car rental operators shall collect and analyze the feedback of the lessee on the quality of business services in a timely manner, establish a self-evaluation mechanism for business services, and continuously improve, perfect and enhance the quality of business services10.4 Car rental operators shall participate in the industry quality reputation assessment and evaluation in accordance with this standard, accept the assessment and evaluation opinions of the industry assessment agency, and make rectifications based on the assessment opinions.
10.5 Car rental operat
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