DB53/T 1123-2022 高速公路收费服务规范

ICS03.080.30

CCSR84

53

云南省地方标准

DB53/T1123—2022

高速公路收费服务规范

Specificationfortollserviceonexpressways

2022-08-12发布2022-11-12实施

云南省市场监督管理局  发布

DB53/T1123—2022

目次

前言.................................................................................III

1范围................................................................................1

2规范性引用文件......................................................................1

3术语和定义..........................................................................1

4基础设施............................................................................1

收费广场........................................................................1

收费车道........................................................................2

收费设备........................................................................2

收费岛..........................................................................2

收费亭..........................................................................2

收费天棚........................................................................3

标志标线........................................................................3

照明设施........................................................................3

ETC门架系统.....................................................................3

5人员................................................................................3

基本要求........................................................................3

仪容仪表........................................................................3

行为............................................................................4

态度............................................................................4

语言............................................................................4

业务技能........................................................................4

6窗口服务............................................................................4

服务要求........................................................................4

车道运行........................................................................4

混合车道操作....................................................................5

ETC车道操作.....................................................................5

便民服务........................................................................5

7应急与安全要求......................................................................5

应急保障........................................................................5

设施安全........................................................................5

用电安全........................................................................5

消防安全........................................................................6

收费系统安全....................................................................6

安全信号和警示装置..............................................................6

人员安全........................................................................6

外勤人员........................................................................6

I

DB53/T1123—2022

8监督管理............................................................................6

收费稽查........................................................................6

监控管理........................................................................7

投诉处理........................................................................7

评价与改进......................................................................7

附录A（资料性）服务语言及服务姿态....................................................8

A.1服务语言........................................................................8

A.2服务姿态.....................................................