12301 Acceptance Scope

Legal analysis: 12301 is responsible for accepting the following two types of business:

1. Tourism consultation

The scope of tourism consultation accepted includes: tourist attractions, travel agencies and tour guides Tour leaders, accommodation facilities, online travel companies, tourism bureau information, entry and exit, etc. The consultation content includes tourism company qualifications, tourism-related company charging standards, staff service attitude, stranded personnel, emergency issues involving personal safety, scenic toilets, and Civilized tourists, low-price travel and other contents.

2. Tourism complaints

The specific contents include: major problems such as being stranded during the travel itinerary, urgent problems such as no room at the hotel, inability to enter the scenic spot, etc. 12301 will be reported to the tourism supervision department Under the authorization of the government, relevant information will be informed to tourism companies to help tourists solve problems in real time and improve tourist experience. Record tourists' demands that constitute valid complaints and submit them to the National Tourism Complaints and Reporting Platform, track the work orders uploaded to the National Tourism Complaints and Reporting Platform, provide tourists with dynamic information on complaint handling according to tourists' requirements, and implement response to closed complaints. The complainant returns for regular follow-up visits.

12301 is actually the party that records and forwards the complaint case. It has no jurisdiction or law enforcement power, and the complaints are directed to the jurisdiction. According to the No. 32 Order issued by the National Bureau: Tourism Complaint Handling Measures, the case is handled in the local tourism The competent authority will handle the case within 60 days from the date it accepts it.

Legal basis: "Notice on Strengthening Comprehensive Supervision of the Tourism Market" issued by the General Office of the State Council (4) Give full play to the supervisory role of the public. It is necessary to give full play to the role of tourism service hotlines such as "12301" and tourism complaint reporting online platforms, and encourage all sectors of society to actively provide clues to various violations of laws and regulations. Give full play to the supervisory role of social supervisors of tourism service quality and tourism volunteers, remind tourists to abide by the conventions and behavioral guidelines on civilized tourism behavior, and consciously resist participating in "unreasonable low-price tours". It is necessary to give full play to the self-discipline role of the tourism industry association and guide tourism operators to pay attention to quality and integrity. Strengthen the supervision of public opinion by the media and support the media in exposing typical incidents that disrupt the order of the tourism market.