GB/T 45653-2025 新能源汽车售后服务规范

ICS03.080.30

CCSA16

中华人民共和国国家标准

GB/T45653—2025

新能源汽车售后服务规范

Specificationforafter⁃salesserviceofnewenergyvehicle

2025⁃04⁃25发布2025⁃11⁃01实施

国家市场监督管理总局

国家标准化管理委员会发布

GB/T45653—2025

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基本要求·················································································································1

4.1基本条件···········································································································1

4.2经营场所···········································································································2

4.3人员要求···········································································································2

5服务要求·················································································································2

5.1通则·················································································································2

5.2保养及维修维护服务····························································································2

5.3充电服务···········································································································3

5.4换电服务···········································································································3

5.5汽车救援服务·····································································································4

5.6远程服务···········································································································4

5.7客户关怀服务·····································································································5

6服务跟踪处理···········································································································5

7服务评价与改进········································································································5

7.1服务评价···········································································································5

7.2评价内容···········································································································5

7.3服务改进···········································································································5

参考文献·····················································································································6

Ⅰ

GB/T45653—2025

前言

本文件按照GB/T1.1—2020《标准化工作导则第1部分：标准化文件的结构和起草规则》的规

定起草。

请注意本文件的某些内容可能涉及专利。本文件的发布机构不承担识别专利的责任。

本文件由全国服务标准化技术委员会（TC264）提出并归口。

本文件起草单位：中国标准化研究院、中国石油天然气股份有限公司规划总院、上汽通用五菱汽车

股份有限公司、国家市场监督管理总局缺陷产品召回技术中心、内蒙古师范大学、中国标准化协会、

华奥安心技术服务（集团）股份有限公司、杭州网兰科技有限公司、浙江大学滨江研究院、安徽深向科技

有限公司、上汽通用汽车有限公司、重庆市质量和标准化研究院、北京真功夫新能源汽车科技有限公

司、中国计量大学、三亚学院、上海迪璞电子科技股份有限公司、上海泉辛新能源汽车服务有限公司、

四川凯新中智科技有限公司、北京科技大学、特斯拉（上海）有限公司、极氪智能科技（杭州）有限公司、

宁德时代新能源科技股份有限公司。

本文件主要起草人：万福军、周幸窈、付强、刘娜、王巧慧、张雨辰、李东海、王蒙湘、刁子朋、程永红、

张砼、仇玄、沈伟、许可飞、沈诗婧、赵博、王琳、陈婷婷、沈剑、盖方、苏铁、刘欣、刘明艺、娜木乐、林甄、

孙文福、贺兴、万科、李想、胡洁、颜鹰、张利、任天一、刘长峰、张执玉、洪吉超、王戎、高攀、叶林辉、刘利、

薛钧成、李伟。

Ⅲ

GB/T45653—2025

新能源汽车售后服务规范

1范围

本文件规定了新能源汽车售后服务的基本要求、服务要求、服务跟踪处理、服务评价与改进。

本文件适用于纯电动汽车、插电式混合动力电动汽车等新能源汽车的售后服务，其他类型新能源

汽车售后服务可参照使用。

2规范性引用文件

下列文件中的内容通过文中的规范性引用而构成本文件必不可少的条款。其中，注日期的引用文

件，仅该日期对应的版本适用于本文件；不注日期的引用文件，其最新版本（包括所有的修改单）适用于

本文件。

GB/T17242投诉处理指南

GB/T32960（所有部分）电动汽车远程服务与管理系统技术规范

GB/T36686汽车售后服务规范

GB/T37293—2019城市公共设施电动汽车充换电设施运营管理服务规范

GB39752电动汽车供电设备安全要求

GB/T40855电动汽车远程服务与管理系统信息安全技术要求及试验方法

GB/T44132车用动力电池回收利用通用要求

GB44496汽车软件升级通用技术要求

GB/T44510新能源汽车维修维护技术要求

3术语和定义

GB/T36686界定的以及下列术语和定义适用于本文件。

3.1

新能源汽车售后服务after⁃salesserviceofnewenergyvehicle

为满足消费者对新能源汽车产品正常使用的要求，通过与消费者以及所售新能源汽车产品的接

触，为其提供保养、维修维护、充换电、汽车救援、远程服务和其他技术服务的过程。

4基本要求

4.1基本条件

从事新能源汽车售后服务的经营者应满足但不限于以下要求：

a）取得新能源汽车售后服务相应的经营资质，提供相适应的资源和服务环境；

b）建立健全并实施管理制度，包括但不限于服务管理制度、安全与应急管理制度、质量考核制

度、设施与设备管理制度、档案管理制度等；

c）配备与保养、维修维护、充换电、救援服务、远程服务等售后服务相适应的专业人员与管理

人员；

1