GB/T 36113-2018 Service Complaints Handling Specifications for Government Service Centers GB/T36113-2018 |tt||Standard compression package decompression password: www.bzxz.net
This standard specifies the service complaint handling principles, handling agencies and personnel, complaint methods and channels, handling procedures and application of handling results of government service centers. This standard applies to the service complaint handling work of the center.

ICS01.040.03
National Standard of the People's Republic of China
GB/T36113—2018
Specification for complaint-handling of administrative service centre2018-03-15Issued
General Administration of Quality Supervision, Inspection and Quarantine of the People's Republic of ChinaStandardization Administration of the People's Republic of China
2018-07-01Implementation
Normative references
Terms and definitions
Handling principles
Handling agencies and personnel
6 Complaint methods and channels
Complaint methods
Complaint channels
Handling procedures
Complaint acceptance
Complaint investigation| |tt||Complaint handling
Complaint handling flow chart
Feedback
Document archiving
8 Application of handling results
Appendix A (Informative Appendix)
Complaint handling flow chart
GB/T36113—2018
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This standard was drafted in accordance with the rules given in GB/T1.12009. This standard was proposed and managed by the National Government Hall Service Standardization Working Group (SAC/SWG15). GB/T36113—2018
Drafting units of this standard: Nantong Administrative Approval Bureau of Jiangsu Province, Jinan Government Service Management Office of Shandong Province, Longyan Government Service Center of Fujian Province, Nantong Quality and Technical Supervision Bureau of Jiangsu Province, Xintai Government Service Center Management Office of Shandong Province, Guangdong Administrative College, Anhui Craftsman Quality Standard Research Institute Co., Ltd. The main drafters of this standard are: Wang Yiming, Chen Jinhui, Wang Jing, Wu Peijie, Li Suizhou, Zhang Wei, Chen Gan, Xu Jianfeng, Wang Xiaohui, Tu Feng, Guan Wuyu, Guo Xin, Xu Tianzhong, Weng Yongjin
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1 Scope
Government Service Center Service Complaint Handling Specification GB/T36113—2018
This standard specifies the service complaint handling principles, handling agencies and personnel, complaint methods and channels, handling procedures and application of handling results of the government service center (hereinafter referred to as the "center\). This standard applies to the service complaint handling work of the center. 2 Normative referenced documents
The following documents are indispensable for the application of this document. For any dated referenced document, only the dated version applies to this document. For any undated referenced document, its latest version (including all amendments) applies to this document GB/T32169.1—2015 Government Service Center Operation Specification Part 1: Basic Requirements GB/T32169.3 ... Government Service Center Operation Specifications Part 3: Window Service Provision Requirements GB/T32169.4-2015 Government Service Center Operation Specifications Part 4: Window Service Evaluation Requirements GB/T32170.1-2015
5 Government Service Center Standardization Work Guide Part 1: Basic Requirements 3 Terms and Definitions
GB/T32169.1-2015.GB/T32169.3-2015.GB/T32169.4-2015 and GB/T32170.1-2015 and the following terms and definitions apply to this document. 3.1
complaint
The act of service recipients expressing their dissatisfaction with the handling of matters and daily management to the center. 3.2
Complaint Handler
complaint-handling Staff
Represents the person in charge of accepting, investigating and handling complaints at the center. 4 Handling principles
Complaint handling shall follow the following principles:
a) Reasonable and legal;
Fair and impartial;
Respect for facts;
Quick response;
Timely feedback. Www.bzxZ.net
5 Handling agencies and personnel
5.1 Agency
5.1.1 The center shall clearly define the corresponding internal agency responsible for complaint handling. 1
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GB/T36113—2018
5.1.2 The internal organization shall clearly define the handling positions and responsibilities, and assign complaint handlers, establish complaint handling mechanisms and processes, and formulate corresponding management systems.
5.2 Personnel
5.2.1 The complaint handler shall be responsible for the daily complaint handling work of the center. 5.2.2 The complaint handler shall be objective and fair, patient and meticulous, have strong communication and coordination skills, accurately grasp the policies and regulations, be familiar with the work content, and perform job responsibilities.
6 Complaint methods and channels
Complaint methods
Should include but are not limited to:
a) On-site complaints;
b) Telephone complaints;
Letter complaints;
Online complaints.
6.2 Complaint Channels
The reception place, suggestion box, telephone number and website, email address and mailing address for complaint handling should be made public to ensure that the channels are smooth, effective, convenient and accessible.
7 Handling Procedures
Complaint Acceptance
Acceptance Scope
All complaints within the jurisdiction of the center at this level should be accepted, except for the following circumstances: the complainant is not the person whose legal rights and interests have been infringed or the interested party; a
b) The complaint has been or should be resolved through legal channels such as litigation, arbitration, administrative reconsideration, and letters and visits; the complaint content is not specific or there is no clear complaint target, so it cannot be handled; c)
The complainant fails to provide contact information or fails to provide necessary evidence within the prescribed time limit. d)
7.1.2 Acceptance requirements
The complaint handler should be sincere when accepting complaints, actively calm the complainant's emotions, and listen carefully to their demands. 2 On-site complaints: After receiving the complaint, the complaint handler should arrive at the scene within 5 minutes, actively show his identity, and deal with it in a timely manner if it can be resolved through on-site communication. 7.1.2.2
If it cannot be resolved through on-site communication, the complainant should be guided to the complaint handling site. 7.1.2.3 Telephone complaints: The complaint handler should actively show his identity to the complainant and learn about the complainant's basic information and demands in detail. 7.1.2.4 Complaints through suggestion boxes, letters and online channels: The complaint handler should check whether there are any complaints every working day and actively respond to the complainant within 1 working day.
7.1.2.5 For complaints that are not accepted, the complainant should be informed of the reasons for not accepting them; for those that are not under the jurisdiction of the government service center at this level, the competent department should be informed at the same time.
7.1.2.6 When accepting a complaint, a complaint record should be kept, and its elements include but are not limited to: the name, address, contact number of the complainant, the object of the complaint, the time of the complaint, the method of complaint, the appeal, facts and evidence, etc. 2
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7.2 Complaint Investigation
7.2.1 After acceptance, the complaint handler should promptly inquire about the situation from the person being complained against and urge the person being complained against to actively cooperate. GB/T36113—2018
7.2.2 When the content reported by the complainant and the person being complained against is inconsistent, the complaint handler should investigate or review audio and video materials, analyze and judge, and find out the facts.
7.2.3 If the specific content of the complaint is inconsistent with the actual situation after investigation, it shall be deemed as an invalid complaint. 7.3 Complaint Handling
7.3.1 On-site complaints with clear facts or simple reasons should be handled and concluded on the spot. 7.3.2 Non-site complaints with clear facts or simple reasons should be handled and concluded within 1 working day after receiving the complaint. 7.3.3 Complaints with unclear facts or complex reasons that require further investigation should be handled and concluded within 3 working days after receiving the complaint. 7.3.4 For complaints with particularly complex reasons, the handling time limit may be appropriately extended with the approval of the responsible leader, and the extension time limit shall not exceed 2 working days. 7.3.5 The complaint handler shall clearly inform the complainant of the handling time limit, and if the handling time limit is extended, the extension time limit and reason shall also be informed. 7.3.6 If it is found during the complaint handling that the person complained against is suspected of violating laws and disciplines, the case shall be transferred to the relevant department in accordance with regulations. Complaint handling flow chart
Please refer to Figure A.1 in Appendix A for the complaint handling process.7.5
5 Feedback
7.5.1 The complaint handler shall promptly feedback the handling opinions to the complainant and the person complained against. 7.5.2 Listen to the opinions of both parties on the handling results: a) If the complaint handling results are satisfactory, the handling will be completed; b) If the complaint handling results are not satisfactory, provide relief channels. 7.6 Archive of materials
The complaint handler shall organize and archive the relevant materials in accordance with the regulations. 8 Application of handling results
The complaint handling results shall be reported to the relevant units and serve as an important basis for relevant assessments. 8.1
8.2 The Center shall regularly collect and analyze the complaint handling results and continuously improve government service work. 3
GB/T36113—2018
Appendix A
(Informative Appendix)
Complaint handling flow chart
Whether it complies with
Acceptance requirements
Not in compliance
Unsatisfied
Not accepted
Complainant
Provide relief channels
Complaint handling flow chart
GB/T36113-2018
Chinese The People's Republic of China
National Standard
Government Service Center Service Complaint Handling Specification GB/T36113—2018
Published and distributed by China Standards Press
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First edition in March 2018
Book Number: 1550661-60009
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