Beijing tourist complaint hotline

Beijing165438+1October 18 The reporter learned from the Ministry of Culture and Tourism that the Ministry of Culture and Tourism has optimized and integrated the government service hotline of the cultural and tourism system, unblocked all kinds of appeal channels such as reporting complaints, and cancelled "1230/KLOC" before the end of 20021year. Instead of accepting and forwarding all kinds of travel complaints through this channel, the local "12345 government service convenience hotline" (hereinafter referred to as "12345 hotline") will answer the travel complaint telephone. Before the end of 2002 123 18 cultural market report telephone number (hereinafter referred to as "123 18 telephone number") will be cancelled in principle and integrated into a local hotline 12345.

In addition, other government service convenience hotlines set up by local cultural and tourism administrative departments should all be cancelled and merged into the local hotline 12345. In principle, local cultural and tourism administrative departments will no longer set up new government service convenience hotlines. In areas where the hotline 12345 has not been opened, the local telephone number 123 18 can be temporarily reserved to receive reports and complaints from the cultural and tourism markets.

The Ministry of Culture and Tourism requires local cultural and tourism administrative departments to strengthen contact with the hotline 12345 and receive reports, complaints, consultations, help, opinions and suggestions related to the cultural and tourism fields transferred by the hotline 12345 in a timely manner.

The local cultural and tourism administrative departments shall promptly hand over the complaints of tourism disputes transferred from the hotline 12345 to the local tourism complaint acceptance agencies for handling, track the handling situation, and reply or inform the complainants in time.

In areas where the agencies for accepting tourist complaints are not clear, the local cultural and tourism administrative departments shall, before the end of 20021,request the local government to designate or establish a unified agency for accepting tourist complaints in accordance with the provisions of Articles 91 and 92 of the Tourism Law of the People's Republic of China, and further clarify the local organizations for mediating tourist disputes.

Cultural market comprehensive law enforcement agencies are designated as local tourism complaint acceptance agencies, and should perform their duties in strict accordance with the law, distinguish the nature of complaints, and classify tourism reports and tourism dispute complaints. In accordance with the provisions of Chapter VIII of the Tourism Law of the People's Republic of China, strengthen coordination and cooperation with consumer associations, relevant mediation organizations, arbitration institutions and people's courts. , and carry out complaints handling of tourism disputes according to laws and regulations.

The Ministry of Culture and Tourism emphasizes that local cultural and tourism administrative departments should designate special internal or directly affiliated institutions to deal with all kinds of other demands related to culture and tourism transferred by the hotline 12345, and accept, handle and reply in time to ensure that the masses' demands are "everything is answered and everything is settled".

Beijing Cultural Tourism Bureau's telephone number for epidemic prevention and control is 0 10.

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At present, the epidemic situation in COVID-19 is grim, and the complaint reception room of Beijing Cultural Tourism Bureau belongs to the crowd gathering area, and the space is relatively closed. In order to implement the deployment of epidemic prevention and control work of the central, municipal and municipal bureaus, safeguard people's health and safety, and ensure the provision of high-quality and efficient government services, the following four convenient complaint channels are hereby announced.

1. Scan "QR code" for complaints: submit claims and related materials by scanning "QR code".

2. Telephone complaints: The telephone number of Lv Wen complaint consultation service is 85 1573 16, and the service time is 9: 00- 17: 30 on weekdays. 3. Complaint by mail: mail the complaint application form and a copy of the contract, invoice or receipt to the Quality Supervision Office of Beijing Culture and Tourism Bureau, No.28 Jianguomenwai Street, Chaoyang District, Beijing, with the postal code 100022.

4. On-site complaint reception: the complaint reception room of our bureau implements an appointment handling system. If the above three ways of "two-dimensional code" scanning complaint, telephone complaint and email complaint can't meet your needs, you can make an appointment to complain at home. Please call 85 1573 16 to make an appointment, and our staff will receive your door-to-door complaints according to the appointment time.

legal ground

Tourism Law of the People's Republic of China

Chapter VIII provides for strengthening coordination and cooperation with consumer associations, relevant mediation organizations, arbitration institutions and people's courts, and handling complaints about tourism disputes in accordance with laws and regulations.