Postal Universal Service Standards
2016-12-26YZ
Postal Industry Standard of the People's Republic of China
YZ/T 0129-2016
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Universal Postal Service
Universal postal service
Published on 2016-12-26 Implemented on 2017-03-01
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State Post Bureau issued
Postal Universal Service Standards
1 Scope
This standard specifies the business scope, postal facilities, service time limit, service links, user complaints and appeals, compensation, etc. of universal postal service.
This standard applies to postal enterprises that provide universal postal services in accordance with national regulations and other organizations and personnel related to universal postal services.
This standard also applies to special service businesses provided by postal enterprises, such as free delivery of ordinary letters for conscripts, reading materials for the blind and relics of revolutionary martyrs.
2 Terms and definitions
The following terms and definitions apply to this standard.
2.1
universal postal service
Provide postal services continuously to all users within the territory of the People's Republic of China in accordance with the business scope and service standards prescribed by the state and at reasonable rates.
2.2
postal enterprise
China Post Group Corporation and its wholly-owned and holding companies that provide postal services.
[GB/T 10757-2011, definition 3.1]
2.3
Letters, parcels, remittance advices, newspapers and other printed materials delivered by postal enterprises.
2.4
ordinary mail
Postal enterprises do not issue receipts when receiving mail and do not require the recipient to sign for mail when delivering it.
[GB/T 10757-2011, definition 5.1.5]
2.5
Registered mail
The postal enterprise issues a receipt to the sender when collecting the mail, and the mail is signed for by the recipient when delivered.
[GB/T 10757-2011, definition 5.1.6]
2.6
insured mail
The sender pays the insurance fee as required, and the postal enterprise bears the corresponding compensation liability for the loss, damage, or shortage of contents of the mail.
[Modify GB/T 10757-2011, definition 5.1.7]
2.7
time limit from acceptance to delivery
The time interval from the collection of mail to the delivery of mail by postal enterprises shall be calculated based on the date stamp on the mail. For mail that requires a delivery notice, the time interval shall be calculated based on the date stamp on the notice.
Note: Total time limit = delivery date stamp date - receipt date stamp date.
[GB/T 10757-2011, definition 8.6]
3. General
3.1 Timeliness
The time limit for mail delivery should meet the standards set by the postal administration department of the State Council.
3.2 Accuracy
Postal enterprises should deliver mail to recipients in accordance with the prescribed delivery methods.
3.3 Security
Security should mainly include:
-- Mail sent should not pose a threat to the security of the country, organizations or citizens;
-- Postal enterprises should protect the safety of mail and service personnel through various security measures, and should not cause harm to users or public safety when providing services;
-- Except for the need of national security or criminal investigation, the public security organs, national security organs or procuratorial organs shall inspect the correspondence in accordance with the procedures prescribed by law. No organization or individual shall infringe upon the freedom and confidentiality of citizens' correspondence for any reason. Unless otherwise provided by law, no organization or individual shall inspect or detain mail or remittances;
——Postal enterprises should implement a security inspection system to verify the identity of users and conduct security checks on mailed items or open them for inspection;
——The configuration of fire protection, monitoring, isolation, security inspection, alarm and other production safety equipment in postal business premises and mail processing places providing universal postal services shall comply with the relevant provisions of the "Postal Industry Production Safety Equipment Configuration Specifications".
3.4 Convenience
Postal enterprises should provide corresponding service conditions in accordance with regulations to facilitate users in handling business.
3.5 Mandatory
Postal enterprises should assume the obligation to provide universal postal services in accordance with national regulations.
3.6 Universality
Postal enterprises shall provide universal postal services to all users within the territory of the People's Republic of China.
4 Business Scope
Postal enterprises should provide universal postal services for the delivery of letters, printed materials with a single piece weight not exceeding 5kg, parcels with a single piece weight not exceeding 10kg, and postal remittances.
Postal business premises providing universal postal services should provide all the above-mentioned businesses. Without the approval of the postal administration department, the above-mentioned businesses should not be stopped or restricted.
Each county-level administrative region should have at least one postal business location that provides international and Hong Kong, Macao and Taiwan mail services.
Every township and village should have at least one postal business location that provides package pickup services.
5 Postal facilities
5.1 Requirements for the establishment of postal business premises for providing universal postal services
5.1.1 The establishment of postal business premises for providing universal postal services shall at least meet the following conditions:
──An average service radius of 1km or 10,000 to 20,000 people in major urban areas of Beijing;
-- Other municipalities and provincial capitals with an average service radius of 1 to 1.5 km or a service population of 30,000 to 50,000 in major urban areas with concentrated populations;
-- Other prefecture-level cities with an average service radius of 1.5 to 2 km or a service population of 15,000 to 30,000 in major urban areas with concentrated populations;
-- An average service radius of 2 to 5 km or 20,000 service population in major urban areas of county-level cities;
-- The average service radius of 5 to 10 km or 10,000 to 20,000 service population in the seat of the township or town people's government and other major population gathering areas in the township or town;
——Remote areas with inconvenient transportation should follow the regulations of the postal administration department of the State Council.
5.1.2 There should be at least one postal business location providing universal postal services in the seat of a township or town people's government.
5.1.3 Larger stations, airports, ports, colleges and universities and hotels should set up postal business places to provide universal postal services. Relevant units should provide convenience and necessary support in terms of venues, equipment and personnel.
5.2 Requirements for service facilities of postal business premises providing universal postal services
The service facilities of postal business premises providing universal postal services shall meet the following requirements:
——Business premises should publicly display their name, postal code, business days of the week and business hours of each day, and operate according to the publicly displayed hours;
-- Business premises should publicly display or otherwise announce the types of services, rates, time limits for mail and remittances, methods for inquiry and loss compensation, and regulations on prohibited or restricted items for mailing;
——Users’ complaints and appeal channels and contact information for service quality should be posted in a prominent location in the business premises;
——Postal code query services should be provided free of charge to users in business premises;
——Convenient service facilities and supplies should be provided in business premises;
——The business premises should have a reasonable layout, clear instructions and a clean environment.
5.3 Requirements for the installation of post boxes
5.3.1 The setting of post boxes should at least meet the following conditions:
——An average service radius of 0.5 to 1 km for major population centers in municipalities and provincial capitals;
——An average service radius of 1 to 2 km for major population centers in urban areas of other prefecture-level cities;
——An average service radius of 2 to 2.5 km for major population centers in county-level cities;
——An average service radius of 5km in major population centers where township and town people’s governments are located;
——Remote areas with inconvenient transportation should follow the regulations of the postal administration department of the State Council.
5.3.2 Postboxes should be installed in front of postal business premises that provide universal postal services.
5.3.3 In densely populated areas such as larger stations, airports, ports, and colleges and universities, the number of postboxes should be increased as needed.
5.4 Others
Government agencies, enterprises and institutions should set up places to receive mail. Residential buildings in cities and towns should set up mailboxes for receiving mail, and areas with conditions should gradually set up postal parcel cabinets. Other areas of townships and towns should gradually set up village post offices or other places to receive mail. If there is no fixed mail receiving place, the villagers' committee of each established village will receive mail on its behalf.
When constructing new urban areas, independent industrial and mining areas, development zones, residential areas or renovating old urban areas, supporting postal facilities providing universal postal services should be built at the same time.
The property right holder of postal facilities shall carry out regular maintenance of the postal facilities it has installed to ensure their normal use.
6 Service Time Limit
6.1 Business Hours
The business hours of postal business premises providing universal postal services shall meet the following requirements:
-- The business hours in the main urban area should not be less than 6 days a week and 8 hours a day; the business hours in the urban-rural fringe area should not be less than 6 days a week and 6 hours a day;
-- The business hours of the seats of township and town people's governments shall not be less than 5 days a week and 6 hours a day;
--Other areas in townships and towns shall be open for business for no less than three days a week and no less than four hours a day;
-- In areas with large flow of people, such as stations, airports, ports, colleges and universities, and busy areas, business hours should be reasonably arranged according to actual conditions;
-- Remote areas with inconvenient transportation should follow the regulations of the postal administration department of the State Council;
──During national statutory holidays and holidays stipulated by provincial people's governments, postal business premises providing universal postal services may appropriately adjust their business hours based on actual postal demand. The adjusted business hours should be announced to the public 3 days in advance and the business premises shall be open to the public according to the announced times.
6.2 Number of times mailboxes are opened
Postal enterprises should mark the opening times and times on mailboxes (boxes) and open mailboxes (boxes) on time to collect letters. The opening times of mailboxes (boxes) should meet the following requirements:
——In cities, it should be conducted no less than once a day;
——The seat of the township or town people's government should not be less than 5 days a week and not less than once a day;
——Other areas of townships and towns should not be less than 3 days a week and not less than 1 time a day;
——In remote areas with inconvenient transportation, mailboxes (boxes) can be opened according to the local delivery frequency.
6.3 Time limit for mail delivery
6.3.1 Time limit for letter delivery
The entire letter delivery time limit should meet the following requirements:
——The proportion of next-day delivery within the same city shall not be less than 70%, and the proportion of delivery within 2 days shall not be less than 90%; the proportion of delivery within 2 days from the urban area of a municipality to the urban area of a remote suburb or county shall not be less than 80%, and the proportion of delivery within 3 days shall not be less than 95%;
——The proportion of deliveries within the province within 3 days shall not be less than 70%, and the proportion of deliveries within 5 days shall not be less than 95%;
——The proportion of municipalities and provincial capitals delivered within 4 days shall not be less than 70%, and the proportion of deliveries within 6 days shall not be less than 95%;
——The proportion of inter-provincial cities at or above the prefecture level that can be delivered within 5 days shall not be less than 70%, and the proportion of inter-provincial cities that can be delivered within 7 days shall not be less than 95%;
——The proportion of deliveries within 6 days between other provinces shall not be less than 70%, and the proportion of deliveries within 8 days shall not be less than 95%.
6.3.2 Time limit for printed materials and packages
The entire delivery time of printed materials and packages shall meet the following requirements:
——The proportion of next-day delivery within the same city shall not be less than 70%, and the proportion of delivery within 2 days shall not be less than 90%; the proportion of delivery within 2 days from the urban area of a municipality to the urban area of a remote suburb or county shall not be less than 80%, and the proportion of delivery within 3 days shall not be less than 95%;
——The proportion of deliveries within the province within 3 days shall not be less than 70%, and the proportion of deliveries within 5 days shall not be less than 95%;
——The proportion of municipalities and provincial capitals delivered within 5 days shall not be less than 70%, and the proportion of deliveries within 7 days shall not be less than 95%;
——The proportion of inter-provincial cities at or above the prefecture level that can be delivered within 6 days shall not be less than 70%, and the proportion of inter-provincial cities that can be delivered within 8 days shall not be less than 95%;
——The proportion of deliveries within 7 days between other provinces shall not be less than 70%, and the proportion of deliveries within 9 days shall not be less than 95%.
6.3.3 Time limit for postal remittance
The time limit for address-based remittance shall meet the following requirements:
——Postal remittance outlets nationwide should deliver withdrawal notices to users within 3 days of receiving the remittance;
——Postal remittance outlets that are not connected to the national network should deliver the withdrawal notice to the user within 10 days of receiving the remittance;
——Postal enterprises should redeem remittances for users within 60 days from the date the payee receives the remittance notice.
6.3.4 Others
The entire delivery time limit for mail in remote areas with inconvenient transportation should be implemented in accordance with the regulations of the postal administration department of the State Council.
The delivery time limit for the domestic part of international mail and Hong Kong, Macao and Taiwan mail should be implemented in accordance with the domestic mail time limit standards.
7 Service links
7.1 Collection and delivery
7.1.1 Collection and delivery methods
Postal enterprises should provide the following collection and delivery methods based on actual conditions:
──Window collection and delivery;
──Post box collection and delivery;
──Mobile service collection and delivery.
7.1.2 Collection and delivery requirements
7.1.2.1 Service charges
Postal enterprises should strictly implement the postal service rate standards that are government-guided prices or government-set prices.
Postal enterprises should not restrict the way users pay for mail charges such as letters, printed materials and parcels, and should not in any way restrict or specify users to use high-rate services or bundle other products.
7.1.2.2 Mail cover and documents
Mail cover and documents should meet the following requirements:
-- If the format clauses used in the mail cover and documents involve the rights and obligations of users, they should be stated in a manner sufficient to attract the attention of users;
--Postal enterprises should stamp or print various business stamps such as the date stamp when receiving and sending mail in a clear and standardized manner;
──Postal enterprises should provide users with receipts or invoices and other vouchers in accordance with regulations, and business documents should be filled out in a standardized, clear and complete manner.
7.1.2.3 Prohibited and restricted items
Postal enterprises and users' mailing should comply with laws, administrative regulations and the provisions of the State Council and its relevant departments on prohibited and restricted items when receiving and sending mail.
7.1.2.4 Inspection of consignments
If necessary, postal enterprises may require users to open and inspect letters submitted by users, but they should not check the contents of the letters. If users refuse to open, postal enterprises should not accept them.
For mail other than letters, postal enterprises shall inspect the contents on the spot when receiving and sending them. If the user refuses to inspect, the postal enterprise shall not accept or send it.
7.1.3 Sales Personnel
Business personnel should wear uniforms with the postal enterprise logo, wear work ID cards or name badges, and use civilized language.
7.2 Mail Delivery
7.2.1 Delivery Method
7.2.1.1 Basic requirements
The main methods of mail delivery include delivery by address, user collection, and other methods negotiated with the user.
When postal enterprises deliver mail, they should stamp or print the delivery date stamp clearly and in a standardized manner.
7.2.1.2 Delivery by Address
The following mails shall be delivered according to the address specified in 7.2.4 of this standard:
- letters;
- printed matter;
--pack;
──Various notification forms including remittance notifications.
7.2.1.3 User Collection
In the following cases, postal enterprises may notify users to collect the items at designated locations:
-- Parcels weighing more than 5kg to the seat of the township or town people's government and other areas of the township or town;
──Postal remittance;
——Insured letter;
——Mail items stored at the post office awaiting collection;
- printed matter that cannot be put into a mailbox;
-- Mail that is inconsistent with the package, has a damaged cover or contents, is short in weight, or is suspected of being tampered with, and needs to be opened and inspected by the recipient;
——Emails that require the recipient to go through formalities for other reasons such as additional charges;
——Other mail that does not meet the conditions for delivery by address.
7.2.1.4 Consultation with users
For users with special needs, postal enterprises can negotiate with users and adopt a variety of methods to deliver mail.
7.2.2 Delivery frequency
The mail delivery frequency should meet the following requirements:
——In cities, it should be conducted at least once a day;
-- The seats of township and town people's governments should not be visited less than 5 times a week;
——Other areas of villages and towns should not be less than 3 times a week;
——The delivery frequency to remote areas with inconvenient transportation should be implemented in accordance with the regulations of the postal administration department of the State Council.
7.2.3 Delivery by address conditions
Newly built enterprises, institutions and residential buildings should be registered by the enterprise, institution or residential building management unit at the local postal enterprise or its branch office; if the unit changes its name or the recipient changes its address, it should notify the local postal enterprise or its branch office in advance, and can also go through the procedures of redirecting mail to a new address. The postal enterprise should publish the registration location and telephone number.
Postal enterprises shall register those who meet the following conditions and arrange delivery within one week from the date of registration:
--- Having the conditions for the passage of postal vehicles and postal service personnel;
--- There are house numbers uniformly compiled by the public security organs;
-- A place where mailboxes, postal parcel lockers or mail receiving facilities are set up;
──According to regulations, the registration of Chinese and foreign names is required and the procedures have been completed.
7.2.4 Delivery Depth
7.2.4.1 Cities
7.2.4.1.1 Unit
Mail for the unit, its affiliated institutions, individual users of the unit, and users of the unit's on-site dormitories should be delivered to the unit's mail-receiving (transmission) room on the ground floor or other mail receiving location.
Mail for multiple units in the same building or courtyard should be delivered to a unified sending and receiving (communication) room or other place for receiving mail.
Mail sent to ships should be delivered to the sending and receiving (communication) room of the unit to which the ship belongs or other places for receiving mail.
7.2.4.1.2 Residential buildings
If there are mailboxes or postal parcel lockers, the parcels should be delivered to the mailboxes or postal parcel lockers; if there are no mailboxes or postal parcel lockers, the parcels can be delivered to the sending (delivery) room or property service company; if there are no mailboxes or postal parcel lockers and there is no sending (delivery) room and property service company, the parcels can be delivered to the designated location agreed upon with the user.
7.2.4.1.3 Residential bungalows
Mail should be delivered to the gate of the courtyard according to the house number of the street (hutong, lane). If a large courtyard with many residents has a mailbox or postal parcel cabinet at the main entrance of the courtyard, mail should be delivered to the mailbox or postal parcel cabinet; if a mailing (transmission) room or collection point is set up, mail can be delivered to the mailing (transmission) room or collection point.
7.2.4.2 Location of township and town people's governments
The delivery depth of mail in the seat of the township people's government should be the same as that in the city. Parcels weighing more than 5kg can be delivered with a pick-up notice, and those who meet the conditions can be notified by SMS or phone to pick up.
7.2.4.3 Other areas of townships and towns
Mail from other areas of the township or town should be delivered to the village post office or other fixed places for receiving mail. Parcels weighing more than 5kg can be delivered with a collection notice, and those who meet the conditions can be notified by SMS or phone to collect them.
7.2.5 Delivery Personnel
Delivery personnel should wear uniforms with company logos, wear work ID cards or name badges, and use civilized language.
7.2.6 Others
Government agencies, enterprises, institutions, residential quarters management units, etc. should provide convenience for postal enterprises to deliver mail.
The mail receiving (delivery) room, property service company, village post office or other places that receive mail should properly store the received mail and arrange personnel to deliver it promptly and correctly.
7.3 Redirection and Withdrawal of Mail
After various types of mail are delivered, if the sender really needs to change the name or address or withdraw the mail, the postal enterprise should provide mail redirection and withdrawal services in accordance with regulations.
7.4 Handling of Undeliverable Mail
Postal enterprises should return mail that is confirmed to be undeliverable to the sender within one month of confirmation.
Mail that has been confirmed to be unable to be forwarded for more than one month should be signed for notice and properly kept by the sending and receiving (delivery) room, property service company, village post office or other places that receive mail, and the postal company should collect it regularly.
Mail that cannot be delivered or returned should be handled by postal enterprises in accordance with the provisions of the "Management Measures for Mail that Cannot Be Delivered or Returned".
Inbound international postal items that cannot be delivered or returned should be handled by the customs in accordance with the provisions of the Customs Law of the People's Republic of China.
7.5 Handling of overdue remittances
If the recipient fails to cash the remittance within the prescribed time limit, the postal enterprise shall return it to the remitter. If the remittance cannot be returned to the remitter within one year from the expiration of the cashing period, or the remitter fails to collect the remittance within one year from the date of receiving the return notice, the postal enterprise shall pay it into the state treasury.
7.6 Email Inquiry
7.6.1 Query channels
Postal enterprises should provide the following free inquiry channels for registered mail submitted by users:
-- the place of business of the post office when the registered mail is delivered;
──Postal enterprise customer service telephone number;
- Internet;
--other.
7.6.2 Query Credentials
After registered mail is delivered, users can track and query the mail based on the registered mail receipt.
7.6.3 Query content
Users can check the current service link, location and processing status of the registered mail.
7.6.4 Query period
After the user sends the email:
──Domestic mail can be checked with the postal enterprise with the receipt within one year from the date of posting;
--International mail can be checked with the postal enterprise within 180 days from the date of posting with the receipt;
──The remitter of postal remittance can inquire with the postal enterprise with the receipt within one year from the date of remittance.
7.6.5 Time limit for response to inquiries
When users inquire, postal enterprises should provide the mail information promptly.
If the information cannot be provided immediately, the postal enterprise shall inform the user of the inquiry result within the following period from the date of the user's inquiry:
--International mail and mail to remote areas should be delivered within 30 days, and no longer than 60 days;
——Mail from other regions should be delivered within 5 days and no longer than 30 days;
──Postal remittance should be made within 5 days and no longer than 20 days.
8 User Complaints and Appeals
8.1 Complaints
When accepting complaints, postal enterprises should record the following information:
--The name, address and contact information of the complainant;
──The reason for the complaint and the demands;
──Other complaint contents.
Postal enterprises should reply to users on the handling status within 7 days after receiving the complaint and inform users of the handling results within 15 days.
8.2 Complaints
If a user does not receive a response within 7 days after filing a complaint with a postal enterprise, or is dissatisfied with the postal enterprise's handling and response to the complaint, or the postal enterprise's complaint channel is blocked and no one accepts the complaint, the user may file a complaint with the postal administration department, which will handle the complaint in accordance with the "Postal Industry Consumer Complaints Handling Measures".
9. Indemnification
Compensation for losses of mail and remittances within the scope of postal universal service operations by postal enterprises shall comply with the provisions of Appendix A.
Appendix A
(Normative Appendix)
Compensation for damages
A.1 Compensation conditions
Postal enterprises shall bear liability for compensation in the following circumstances:
a) Loss, shortage or damage of ordinary mail caused by intentional or gross negligence;
b) The registered mail is lost, missing or damaged during the delivery process, causing the mail to lose all or part of its value;
c) The registered mail has not been found from the date of acceptance of the inquiry to the expiration of the inquiry reply time limit;
d) The remittance has not been found within the time limit for postal remittance inquiry;
A.2 Disclaimer
In the following circumstances, postal enterprises shall not bear liability for compensation according to law:
a) Postal enterprises shall not be liable for compensation for the loss of ordinary mail, except where the loss of ordinary mail is caused intentionally or due to gross negligence;
b) force majeure, except for the loss of insured registered mail caused by force majeure;
c) The loss of registered mail is caused by the natural properties of the mail or reasonable loss;
d) The loss of registered mail is caused by the fault of the sender or recipient;
e) The user fails to inquire with the postal enterprise within the prescribed inquiry period and fails to make a claim for compensation.
A.3 Compensation Standards
Postal enterprises should compensate users for losses in accordance with the following standards:
a) If a postal enterprise causes loss of ordinary mail intentionally or due to gross negligence, it shall bear liability for compensation in accordance with the relevant provisions of civil law;
b) If an insured registered mail is lost or totally destroyed, compensation shall be paid according to the insured value; if it is partially damaged or the contents are missing, compensation shall be paid for the actual loss of the mail in the proportion of the insured value to the total value of the mail;
c) If uninsured registered mail is lost, damaged or has missing contents, compensation will be paid in accordance with the Postal Law of the People's Republic of China and other relevant regulations;
d) If the postal remittance inquiry reply period has expired and the remittance has not been found, the remittance and remittance fees shall be refunded to the remitter;
e) If a postal enterprise causes damage to registered mail intentionally or due to gross negligence, it shall not be entitled to invoke the provisions of items b) and c) of this list to limit its liability for compensation;
f) If a postal enterprise fails to state the provisions of items b) and c) of this list in notices at its business premises and on the mail receipts provided to users in a manner sufficient to draw the attention of users, it shall not be entitled to invoke the provisions of items b) and c) of this list to limit liability.
A.4 Time limit for payment of compensation
If a postal enterprise is liable for compensation for the loss of mail, it shall compensate the user or the beneficiary designated by him within 7 days.
A.5 Resolution of Compensation Disputes
Users can choose to resolve compensation disputes through complaints, arbitration, litigation, etc. in accordance with the law.
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