GB/T 36113-2018Specification for complaint-handling administrative service centre (English PDF)
政务服务中心服务投诉处置规范
This is a limited preview
Buy now to download the full PDF (15 pages)
Need quotation for your management?
Get a formal quotation for GB/T 36113-2018 in 30 minutes.
Issued by
SAMR; SAC
Level / Type
National · Recommended
Issue date
March 15, 2018
Implementation date
July 1, 2018
Scope
GB/T 36113-2018 is the English-translated version of 政务服务中心服务投诉处置规范.
GB/T 36113-2018 sets out how administrative service centres, the government service halls, handle complaints about their services. It fixes the principles of handling, among them legality, fairness, respect for the facts, quick response and timely feedback, and the internal body and staff responsible.
It covers how complaints may be made and through which channels, and then the handling procedure step by step: acceptance, investigation, handling, feedback and archiving, with a flowchart in an informative annex.
A final clause deals with how the results of complaint handling are used. The standard builds on the GB/T 32169 and GB/T 32170 series for government service centres and applies to the handling of service complaints by the centres themselves. It was issued on 15 March 2018 and has applied since 1 July 2018.
Found what you need?
Document preview — GB/T 36113-2018
National Standard of the People's Republic of China
- ICS
- 01.040.03
- Classification
- A 12
Issued by: State Administration for Market Regulation; Standardization Administration of the PRC
Contents
- Preface
- 1 Scope
- 2 Normative references
- 3 Terms and Definitions
- 4 Disposal principle
- 5 Disposal agencies and personnel
- 5.1 Institution
- 5.2 Staff
- 6 Complaints and channels
- 6.1 Complaint method
- 6.2 Complaint Channel
- 7 Disposal procedure
- 7.1 Complaint Acceptance
- 7.2 Complaint Investigation
- 7.3 Disposal
- 7.4 Complaint Disposal Flow Chart
- 7.5 Feedback
- 7.6 Archiving
- 8 Treatment result use
- Appendix A (informative) Complaint handling flowchart
Foreword
This standard was drafted in accordance with the rules given in GB/T 1.1-2009.
1 Scope
This standard stipulates the principle of disposal of service complaints by government service centers (hereinafter referred to as "the Center"), the disposal agencies and personnel, and the methods of complaints. Use of channels, disposal procedures, and disposal results.
This standard applies to central service complaints disposal.
2 Normative references
The following documents are indispensable for the application of this document. For dated references, only dated versions apply to this document. For undated references, the latest version (including all amendments) applies to this document.
GB/T 32169.1-2015 Operational Service Requirements for Government Service Centers Part 1. Basic Requirements
GB/T 32169.3-2015 Government Service Center Operational Specification Part 3. Window Service Provision Requirements
GB/T 32169.4-2015 Operational Code for Government Service Centers Part 4. Window Service Evaluation Requirements
GB/T 32170.1-2015 Guidelines for the Standardization of Government Service Centers Part 1. Basic Requirements
3 Terms and definitions
Defined in GB/T 32169.1-2015, GB/T 32169.3-2015, GB/T 32169.4-2015 and GB/T 32170.1-2015 The following terms and definitions apply to this document.
3.1 Complaint
The service object is not satisfied with the handling of the matter and daily management. The act of expressing the appeal to the center.
3.2 Complaint handling person
The representative of the center is responsible for accepting, investigating and handling complaints.
4 Disposal principles
Disposal of complaints follows the following principles.
a) reasonable and legal;
b) Fairness and fairness;
c) respect the facts;
d) quick response;
e) timely feedback.
5 Disposal agencies and personnel
5.1 Institutions
5.1.1 The center should make clear that the corresponding internal organization is responsible for handling complaints.
......
This preview omits tables, figures, formulas and parts of the technical clauses. The complete document — 15 pages — is available in the English PDF.
Referenced standards
Normative references
- GB/T 32169.1-2015Specification for operation of administrative service centre—Part 1: Basic requirements
- GB/T 32169.3-2015Specification for operation of administrative service centre— Part 3: Requirements for counter services
- GB/T 32169.4-2015Specification for operation of administrative service centre—Part 4: Requirements for counter service appraisal
- GB/T 32170.1-2015Guide to standardization of administrative service centre—Part 1: Basic requirements
Similar standards
How to Download GB/T 36113-2018
- 1
Add to cart
Click "Download PDF" on this page and choose "Buy this standard". You can add more standards before checkout.
- 2
Checkout
Enter your email and billing details. Payment is processed securely by Stripe (cards or bank transfer). Prefer bank details? Request a quotation (min. order $300).
- 3
Instant delivery (0–9 sec)
Delivery is automatic: within seconds of payment you'll receive an email with a secure download link. The link stays valid for 72 hours.
- 4
Invoice included
A tax invoice is attached to the confirmation email. Need a custom invoice? Contact us.
Related Standards
GB/T 32169.1-2015 — Specification for operation of administrative service centre—Part 1: Basic requirements
GB/T 32169.3-2015 — Specification for operation of administrative service centre— Part 3: Requirements for counter services
GB/T 32169.4-2015 — Specification for operation of administrative service centre—Part 4: Requirements for counter service appraisal
Secure payment via Stripe
Payments accepted
GB/T 36113-2018
$145.00