handling complaints

This paper analyzes the key points in handling complaints of Xiamen construction project bidding activi-ties, such as large number of complaints, difficulty in handling material and equipment tender complaints and hu-man interference.

分析了厦门市工程建设项目招标投标活动投诉处理实际工作中遇到的投诉件多、材料设备招标项目投诉难处理和人为因素干扰等难点问题,寻找原因并提出一系列合法有效的应对措施,如以非法手段获取的信息进行投诉的应予以驳回、增加不予受理的情形、规范招标代理和评标专家行为、增加投诉成本和风险、完善投诉处理机制、缩短投诉处理时间、出台材料设备招标文件范本等。

Based on the nature of the solution to the dispute by the decision on the tourist complaints,and the type of such decision-making,the decision on tourist complaints is to be categorized into administrative adjudication action.

从旅游投诉处理决定解决纠纷的性质以及做出处理决定的种类来看,旅游投诉处理决定应当属于行政裁决行为。

This paper focuses on the process flow for handling customer complain based on eTOM and SLA,and states 3 aspects in detail.

基于eTOM建立规范标准的客户投诉处理流程,对BSS/OSS系统的规范化演进和企业商务过程重组,并与国际接轨,具有很重大的意义;而在客户投诉处理流程中引入SLA,为客户提供服务保障,将是企业竞争获胜的关键所在。