国家铁路局关于《铁路旅客运输规程（征求意见稿）》公开征求意见的通知(32)
<P style="LINE-HEIGHT: 150%; TEXT-INDENT: 32pt; MARGIN: 0cm 0cm 0pt; tab-stops: 42.55pt" class=MsoNormal><SPAN style="LINE-HEIGHT: 150%; FONT-SIZE: 16pt; mso-fareast-font-family: 仿宋_GB2312" lang=EN-US><o:p> </FONT></o:p></SPAN>
<P style="TEXT-ALIGN: center; LINE-HEIGHT: 150%; MARGIN: 0cm 0cm 0pt; tab-stops: 42.55pt" class=MsoNormal align=center><SPAN style="LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; FONT-SIZE: 16pt; mso-bidi-font-family: 黑体"><FONT color=#000000>第八章 <SPAN style="mso-spacerun: yes"> </SPAN>旅客投诉与建议<SPAN lang=EN-US><o:p></o:p></SPAN></FONT></SPAN>
<P style="LINE-HEIGHT: 150%; TEXT-INDENT: 32pt; MARGIN: 0cm 0cm 0pt; tab-stops: 42.55pt; mso-list: l0 level1 lfo1; mso-char-indent-count: 2.0" class=MsoNormal><FONT color=#000000><SPAN style="LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; FONT-SIZE: 16pt; mso-bidi-font-family: 黑体" lang=EN-US><SPAN style="mso-list: Ignore">第五十条<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></SPAN></SPAN><SPAN style="LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312; FONT-SIZE: 16pt; mso-bidi-font-family: 仿宋_GB2312; mso-hansi-font-family: 仿宋_GB2312"><FONT face="Times New Roman">旅客有权就铁路旅客运输服务质量问题向铁路运输企业提出投诉，也可以向铁路监管部门投诉。<SPAN lang=EN-US><o:p></o:p></SPAN></FONT></SPAN></FONT>
<P style="LINE-HEIGHT: 150%; TEXT-INDENT: 32pt; MARGIN: 0cm 0cm 0pt; tab-stops: 42.55pt" class=MsoNormal><SPAN style="LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312; FONT-SIZE: 16pt; mso-bidi-font-family: 仿宋_GB2312; mso-hansi-font-family: 仿宋_GB2312"><FONT face="Times New Roman"><FONT color=#000000>铁路运输企业应当建立旅客运输投诉处理机制，设立电话、网络、信件等投诉渠道并对外公布，配备处理投诉的人员并保证投诉渠道畅通，运行良好。<SPAN lang=EN-US><o:p></o:p></SPAN></FONT></FONT></SPAN>
<P style="LINE-HEIGHT: 150%; TEXT-INDENT: 32pt; MARGIN: 0cm 0cm 0pt; tab-stops: 42.55pt; mso-list: l0 level1 lfo1; mso-char-indent-count: 2.0" class=MsoNormal><FONT color=#000000><SPAN style="LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; FONT-SIZE: 16pt; mso-bidi-font-family: 黑体" lang=EN-US><SPAN style="mso-list: Ignore">第五十一条<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></SPAN></SPAN><SPAN style="LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312; FONT-SIZE: 16pt; mso-bidi-font-family: 仿宋_GB2312; mso-hansi-font-family: 仿宋_GB2312"><FONT face="Times New Roman">铁路运输企业应当在收到旅客投诉后<SPAN lang=EN-US>3</SPAN>个工作日内答复受理情况，<SPAN lang=EN-US>10</SPAN>个工作日内告知实质性处理结果；不予受理的，应当说明理由。<SPAN lang=EN-US><o:p></o:p></SPAN></FONT></SPAN></FONT>


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