DB3505/T 3-2023 家政服务 居家钟点保洁服务质量投诉处理规程

ICS03.080

CCSA16

3505

福建省泉州市地方标准

DB3505/T3—2023

家政服务居家钟点保洁服务质量投诉处理

规程

Domesticservice—Codeofqualitycomplaintshandlingforhousekeepingservices

2023-08-31发布2023-11-30实施

泉州市市场监督管理局

发布

泉州市商务局  

DB3505/T3—2023

目次

前言..................................................................................II

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

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

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

3.1................................................................................1

3.2................................................................................1

3.3................................................................................1

4基本原则............................................................................1

5处理准备............................................................................2

5.1机构设置........................................................................2

5.2人员要求........................................................................2

5.3资源配置........................................................................2

5.4制度保障........................................................................2

6投诉分类............................................................................2

6.1普通投诉........................................................................2

6.2重大投诉........................................................................2

6.3无效投诉........................................................................2

7投诉处理流程........................................................................3

8投诉处理程序........................................................................3

8.1顾客投诉........................................................................3

8.2沟通协调........................................................................3

8.3投诉受理........................................................................3

8.4明确投诉处理责任人..............................................................4

8.5顾客举证........................................................................4

8.6调查核实........................................................................5

8.7协商处理........................................................................5

8.8履行............................................................................5

8.9争议............................................................................5

8.10结束归档.......................................................................6

9评价改进.............