汕头经济特区旅游投诉管理办法

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汕头经济特区旅游投诉管理办法

广东省汕头市人民政府


汕头市人民政府令第 18 号


    《汕头经济特区旅游投诉管理办法》已经1997年9月16日的市人民政府常务会议讨论通过,现予发布,自发布之日起施行。

市 长 周日方
一九九七年十月七日


汕头经济特区旅游投诉管理办法



第一条 为保护旅游者、旅游经营者的合法权益,及时、公正地处理旅游投诉,提高旅游服务质量,促进汕头经济特区(以下简称特区)旅游事业的健康发展,制定本办法。
第二条 本办法所称旅游投诉,是指旅游者、海外旅行商、国内旅游经营者(以下简称投诉者),对损害其合法权益的旅游经营者、有关服务单位和旅游服务人员(以下简称被投诉者),以书面或口头形式请求旅游管理部门作出处理的行为。
第三条 市旅游局是特区旅游投诉工作的管理部门(以下简称市旅游管理部门),负责本办法的组织实施和检查监督,其所属的市旅游质量监督管理所负责承办旅游投诉的具体处理工作。
第四条 旅游投诉应当符合下列条件:
㈠ 投诉者是与投诉事项有直接利害关系的旅游者、海外旅行商、国内旅游经营者和旅游从业人员;
㈡ 被投诉者是特区的旅游经营者及有关旅游服务人员;
㈢ 有具体的投诉事由、赔偿请求和事实根据;
㈣ 属于本办法规定的旅游投诉范围。
第五条 投诉者对有下列损害行为之一的,可以向市旅游管理部门投诉:
㈠ 认为被投诉者不履行合同或协议的;
㈡ 认为被投诉者没有提供质价相符的旅游服务的;
㈢ 因旅行社歇业、解散、破产或合并而造成旅游者经济损失的;
㈣ 认为旅游服务人员服务态度低劣的;
㈤ 认为旅游服务人员对投诉者有胁迫、欺诈行为的;
㈥ 旅游服务人员私收回扣、索要小费的;
㈦ 其它损害投诉者利益的。
第六条 投诉者应当向市旅游管理部门递交投诉书;书写投诉书有困难的,可以口述,但须在笔录上签字。
  市旅游管理部门应设立旅游质量投诉监督电话,对符合本办法规定投诉条件的事项,应告知当事人依照本办法规定办理投诉手续。
第七条 市旅游管理部门接到投诉后,应当及时进行审查。对不符合受理条件的,应在收到投诉之日起7日内通知投诉者,并说明理由; 对符合受理条件的,应当在收到投诉之日起7日内作出受理决定, 并通知被投诉者。
投诉事项不属于旅游管理部门管辖的,旅游管理部门应当在收到投诉之日起7 日内移交有关行政主管部门处理。
第八条 被投诉者应当在收到投诉受理通知书之日起30日内将与投诉事项有关的情况书面提交市旅游管理部门,并协助调查核实投诉事项,提供证据,不得隐情阻碍调查工作。
第九条 投诉者有权了解投诉的处理情况,有权请求调解或与被投诉者自行和解,有权放弃或变更投诉要求。
第十条 被投诉者可以与投诉者自行和解,向投诉者赔礼道歉、赔偿损失;也可以依据事实,反驳投诉请求,提出申辩,请求保护其合法权益。
第十一条 对于能够调解的投诉案件,在投诉受理通知书发出之日起35日内,市旅游管理部门应当在查明事实,分清责任的基础上进行调解,促使投诉者与被投诉者互相谅解,自愿达成协议。
第十二条 对于协调处理失败的投诉案件,由市旅游管理部门在调查核实的基础上,分清责任,并根据有关法律、法规的规定,作出如下处理决定:
㈠ 对由于被投诉者主观过错造成旅游者的合法权益受到侵害的,根据有关规定,核定赔偿数额,责令被投诉者赔偿;被投诉者是旅行社的,可以从其上缴的质量保证金中赔偿投诉者的直接经济损失和承担旅游管理部门的调查费用,不足部分由被投诉旅行社补足。
㈡ 对投诉者请求不当的,驳回赔偿请求。
第十三条 被投诉者有下列行为之一的,市旅游管理部门应视情节轻重,分别给予警告、责令限期改正、处5000元以下罚款的处罚;情节严重、影响恶劣的,吊销旅游业务经营许可证照:
㈠ 不执行国家规定的旅游服务质量标准,服务质量低劣的;
㈡ 违反国家旅游定点管理规定的;
㈢ 阻碍旅游管理部门调查核实投诉事项或谎报事实,出据伪证,隐瞒事实真相的。
第十四条 旅游管理部门的工作人员滥用职权、徇私舞弊、索贿受贿的,由所在单位或上一级行政主管机关给予行政处分;构成犯罪的,由司法机关依法追究刑事责任。
第十五条 投诉者或被投诉者对旅游管理部门作出的行政处罚处理决定不服的,按国家、省行政诉讼和行政复议的有关规定执行。
第十六条 各县(市)的旅游投诉管理工作,可参照本办法执行。
第十七条 本办法自发布之日起施行。

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国务院办公厅转发口岸领导小组关于地方口岸管理机构职责范围暂行规定的通知(附英文)

国务院办公厅


国务院办公厅转发口岸领导小组关于地方口岸管理机构职责范围暂行规定的通知(附英文)

1987年4月15日,国务院办公厅

通知
各省、自治区、直辖市人民政府,国务院各部委、各直属机构:
国务院同意口岸领导小组《地方口岸管理机构职责范围暂行规定》,现转发给你们,请贯彻执行。
口岸作为对外开放的门户,涉外单位较多,而各单位隶属关系又不统一,各有自己的规章制度,因此相互间经常出现一些矛盾,如果各自为政,势必妨碍工作的开展,甚至对外造成不良影响。实践证明,从中央到地方建立各级口岸管理机构是必要的,也是提高口岸综合能力的一种好形式。
为了加强口岸管理工作,口岸所在地的省(区)、市人民政府应由一名主管副省长(副主席)、副市长直接领导口岸管理工作,使口岸管理工作逐步走上正规化、制度化、规范化、现代化,以适应国民经济发展和日益增长的对外贸易、科技交流及人员往来的需要。

地方口岸管理机构职责范围暂行规定
为了搞好口岸管理工作,根据国务院《关于进一步加强口岸工作领导的通知》精神,现对地方口岸管理委员会、口岸办公室的职责范围作如下规定:
一、地方口岸管理委员会、口岸办公室是口岸所在地的省(区)、市人民政府直接领导的口岸管理机构,负责管理和协调处理本地区的海、陆、空口岸工作。
二、负责贯彻执行党中央、国务院有关口岸工作的方针、政策和规定,并根据本地区口岸的具体情况制定实施细则。
三、主持平衡所管辖口岸的外贸运输计划,检查和贯彻执行经中央平衡下达的运输计划,并加强预报、预测工作。
四、组织口岸的集疏运工作。组织有关方面签订经济协议。组织路、港、贸的协作配合,加强车、船、货的衔接,加速车船周转和货物集散,保证口岸畅通。
五、督促检查口岸检查检验单位,按各自的职责和规定,对出入境人员、交通工具、货物和行李物品进行监督管理以及检查、检验、检疫等工作。
六、负责协调处理口岸各单位(包括外贸运输、船货代理、装卸理货、仓储转运、检查检验、公证鉴定、对外索赔、供应服务、接待宣传等有关单位)之间的矛盾,具有仲裁职能。协调处理口岸各单位矛盾时,应遵循以下几项原则:
(一)凡属国务院几个部门联合下达的规定,应共同贯彻执行。对于未征得原联合下达部门同意,单方改变规定的,地方口岸管理机构有权不予执行。
(二)因国务院各主管部门之间的规章制度不一致而造成的争议,地方口岸管理机构应及时提出处理意见,报国务院口岸领导小组办公室解决。
(三)地方口岸管理机构对于在工作中发生的涉外问题,必须严格执行请示报告制度。属于口岸各单位不能自行决定的一般的涉外问题,应请示省(自治区、直辖市)有关单位研究处理。属于重大的涉外问题,应连同省(自治区、直辖市)有关单位的意见一起报请国务院主管部门研究处理。对时间非常紧急的重大涉外问题,可以直接请示国务院主管部门并报告省(自治区、直辖市)有关单位。
(四)口岸各单位在工作中有认识不一致的问题,应遵循国家有关规定,首先协商解决对外问题。如不能协商一致,由地方口岸管理机构或由地方口岸管理机构请示当地人民政府作出决定。
(五)属于协作配合方面的矛盾和纠纷,当地口岸管理机构应及时组织协调,遇有紧急情况有权作出仲裁。
口岸各有关单位对于地方口岸管理机构按上述原则作出的决定,必须执行。
七、负责组织口岸各单位对职工进行涉外政策、纪律和加强治安的宣传教育,并会同有关部门对口岸重大涉外问题和严重违反纪律的情况进行检查,提出处埋意见。
八、检查督促本地区的口岸规划、建设和技术改造配套工作的组织实施,并促使其同步进行。
九、按国家关于口岸开放的各项政策和规定,负责一、二类口岸开放或关闭的审查、报批工作,并负责组织落实有关具体事宜。
十、开展调查研究,总结交流经验,向上级有关部门反映口岸工作出现的重大矛盾和问题,并提出解决意见。
十一、承办上级领导部门交办的其他事项。
十二、本规定适用于一类口岸所在省、市的口岸管理委员会或口岸办公室。二类口岸管理机构的职责范围,可根据当地口岸的具体情况由省(自治区、直辖市)人民政府作出规定。
国务院口岸领导小组
一九八七年三月三十日

CIRCULAR OF THE GENERAL OFFICE OF THE STATE COUNCIL CONCERNINGTRANSMISSION OF THE INTERIM PROVISIONS OF THE LEADING GROUP FOR PORTAFFAIRS ON THE SCOPE OF FUNCTIONS OF LOCAL ADMINISTRATIVE ORGANS FOR PORTAFFAIRS

Important Notice: (注意事项)
英文本源自中华人民共和国务院法制局编译, 中国法制出版社出版的《中华人民
共和国涉外法规汇编》(1991年7月版).
当发生歧意时, 应以法律法规颁布单位发布的中文原文为准.
This English document is coming from the "LAWS AND REGULATIONS OF THE
PEOPLE'S REPUBLIC OF CHINA GOVERNING FOREIGN-RELATED MATTERS" (1991.7)
which is compiled by the Brueau of Legislative Affairs of the State
Council of the People's Republic of China, and is published by the China
Legal System Publishing House.
In case of discrepancy, the original version in Chinese shall prevail.

Whole Document (法规全文)
CIRCULAR OF THE GENERAL OFFICE OF THE STATE COUNCIL CONCERNING
TRANSMISSION OF THE INTERIM PROVISIONS OF THE LEADING GROUP FOR PORT
AFFAIRS ON THE SCOPE OF FUNCTIONS OF LOCAL ADMINISTRATIVE ORGANS FOR PORT
AFFAIRS
(April 15, 1987)
The State Council has approved the Interim Provisions for the Scope of
Functions of Local Administrative Organs for Port Affairs submitted by the
Leading Group for Port Affairs. It is hereby transmitted to you for
implementation.
There are a considerable number of units involving in handling external
matters at ports, which are gateways of China to foreign countries. Under
different systems of subordination and with their own rules and
regulations, contradictions often occur among these units. If each act in
his own way, the work will inevitably be hindered and harmful effects on
foreign relations will be caused. Facts have proved that it is necessary
to establish streamlined administrative organs for port affairs at various
levels and it is an effective measure in raising the comprehensive
capacity of the ports.
In order to strengthen the administration of ports, the relevant people's
governments at the provincial (regional) and the municipal level shall
each appoint a vice governor (vice chairman) and a vice mayor to be
directly responsible for the administration of port affairs so that the
work will gradually become regularized, systematized, standardized and
modernized to meet the needs of the development of the national economy
and the growing foreign trade, scientific and technical exchanges and
personnel interflow.
INTERIM PROVISIONS FOR THE SCOPE OF FUNCTIONS OF LOCAL ADMINISTRATIVE
ORGANS FOR PORT AFFAIRS
In order to improve the administration of port affairs, the following
provisions are made on the scope of functions of local administrative
commissions for port affairs and offices in charge of port affairs in
accordance with the spirit of the Circular of the State Council Concerning
Further Strengthening Leadership over Port Affairs:
1. Local administrative commissions for port affairs and offices in charge
of port affairs are the administrative organs for port affairs under the
direct leadership of the relevant provincial (regional) or municipal
people's governments and are responsible for the administration and
coordination of port affairs at the marine, land and aerial ports in their
respective areas.
2. They shall be responsible for implementing the principles, policies,
and stipulations of the State concerning port work and shall formulate
rules for their implementation according to the actual conditions in the
ports of their areas.
3. They shall be responsible for balancing the foreign trade transport
plans for the ports under their jurisdiction, checking and ensuring the
implementation of the transport plans balanced and issued by the Central
Government, and enhancing projection and prediction.
4. They shall be responsible for organizing the inward and outward
transportation of goods organizing the relevant parties in signing
economic agreements, coordinating the work of the departments in charge of
railways, harbours and trade, strengthening the loading and unloading of
goods for vehicle and vessels, speeding up the turnover of vehicle and
vessels and the transportation of goods and ensuring the smooth flow of
goods at the ports.
5. They shall be responsible for supervising and checking the work of the
units in charge of inspection and examination at the ports, which shall,
within their respective functions and according to their respective
regulations, conduct supervision and administration of the personnel,
means of transport, goods, luggage and other objects that enter or leave
the country, and fulfil their duties concerning inspection, examination,
quarantine, etc..
6. They shall be responsible for coordinating the work of and handling the
contradictions among the various units at the ports (including units that
are in charge of foreign trade transport, and that handle cargo for other
units or other countries, loading, unloading and tallying of goods,
storage and transshipment, inspection and examination, notarization and
appraisal, claims from foreign countries, supply and services, reception
and publicity, etc.) functioning as arbitration organs. The following
principles should be observed in coordinating the work of and handling the
contradictions among the various units at the ports:
(1) the stipulations which have been jointly formulated and issued by
several departments under the State Council should be implemented by all
the relevant units. Local administrative organs for port affairs have the
right to refuse to implement those stipulations which have been altered
unilaterally by any one department without the agreement of the original
departments that issued them;
(2) if disputes arise due to discrepancies among the rules and regulations
of different competent departments under the State Council, local
administrative organs for port affairs shall promptly report the case to
the Leading Group for Port Affairs of the State Council, with proposals
for the possible solutions;
(3) local administrative organs for port affairs must handle foreign-
related matters in strict accordance with the rule of reports for
instructions. Ordinary foreign-related matters which cannot be coped with
by the units at the ports shall be reported to the relevant units in the
provinces (autonomous regions or municipalities directly under the Central
Government) for consideration and decision. Important foreign-related
matters shall be reported, together with the opinions of the relevant
units of the provinces (autonomous regions or municipalities directly
under the Central Government), to the competent department under the State
Council for consideration decision. Foreign-related matters of great
importance and urgency may be directly reported to the competent
department under the State Council for instructions and reports shall be
sent to the relevant units in the provinces (autonomous regions or
municipalities directly under the Central Government);
(4) in case differences of opinion appear in their work, the units at the
ports should observe the relevant stipulations of the State and give
priority to settling the issues concerning external affairs through
consultation. If agreement cannot be reached through consultation,
decisions shall be made by the local administrative organs for port
affairs or the local people's governments as requested by these organs;
(5) local administrative organs for port affairs shall promptly organize
the relevant units in solving the contradictions and disputes that arise
in their coordination, and are empowered to made arbitrations in emergency
cases.
The various units at the ports must carry out the decisions made by the
local administrative organs for port affairs in the light of the above-
mentioned principles.
7. They shall be responsible for organizing the various units at the ports
in giving publicity to and carrying out education on foreign-related
policies, disciplines and strengthening public security and shall, in
conjunction with the relevant departments, examine important
foreign-related matters at the ports and cases of serious violation of the
disciplines and put forward suggestions concerning the penalties.
8. They shall be responsible for checking and supervising the organization
and implementation of the port plans, their construction and systemized
technical innovations, and for promoting their synchronic progress.
9. They shall be responsible for examining the applications for the
opening or closing of category-1 and category-2 ports, reporting the
applications for approval, and organizing the detailed work in the
implementation, in accordance with the various policies and regulations of
the state concerning the opening of ports.
10. They shall be responsible for carrying out investigations and studies,
summing up and exchanging experience, reporting to the relevant
departments at higher levels the major contradictions and problems which
have emerged in their work, and putting forward proposals for their
solution.
11. They shall be responsible for fulfilling other tasks assigned by
leading departments at higher levels.
12. These Provisions shall apply to the administrative committees for port
affairs or offices for port affairs of the provinces or municipalities
where there are category-1 ports. The scope of functions of the
administrative organs at category-2 ports may be provided by the people's
governments in the relevant provinces (autonomous regions or
municipalities directly under the Central Government) according to the
actual conditions of the local ports.


中华人民共和国主席令(七届第29号)

全国人民代表大会常务委员会


中华人民共和国主席令(七届第29号)

《全国人民代表大会常务委员会关于惩治侮辱中华人民共和国国旗国徽罪的决定》已由中华人民共和国第七届全国人民代表大会常务委员会第十四次会议于1990年6月28日通过,现予公布施行。

中华人民共和国主席 杨尚昆
1990年6月28日