ICS03.080.30 CCSA00 消费维权服务机构管理规范 Managementspecificationforconsumerrightsprotectionservice institution 2024-10-14发布 2024-11-14实施DB4401 广州市地方标准 DB4401/T280—2024 DB4401/T10.1—2018 DB4401/T10.1—2018 广州市市场监督管理局发布 DB4401/T280—2024 I目次 前言..................................................................................Ⅲ 引言..................................................................................Ⅴ 1范围................................................................................1 2规范性引用文件......................................................................1 3术语和定义..........................................................................1 4服务总则............................................................................1 5设立要求............................................................................2 5.1主体类型........................................................................2 5.2设立条件........................................................................2 5.3申请............................................................................2 6场所和设备设施要求..................................................................2 6.1服务站..........................................................................2 6.2ODR企业.........................................................................3 7人员配置和制度建设..................................................................3 7.1人员配置和要求..................................................................3 7.2制度建设........................................................................3 8服务内容和要求......................................................................3 8.1服务内容........................................................................3 8.2服务要求........................................................................3 9服务流程............................................................................4 9.1处理范围........................................................................4 9.2投诉接收........................................................................4 9.3投诉评估........................................................................4 9.4投诉处理........................................................................4 9.5统计报送........................................................................5 9.6资料存档........................................................................5 10服务安全...........................................................................5 11档案管理...........................................................................5 12评价与改进.........................................................................6 13撤销...............................................................................6 附录A（规范性）消费维权服务站/ODR企业申请表.........................................7 附录B（资料性）消费维权承诺书........................................................8 附录C（资料性）消费维权服务机构工作制度..............................................9 附录D（资料性）消费维权服务站消费投诉登记表.........................................11 附录E（资料性）消费投诉和解协议.....................................................12 附录F（资料性）消费投诉跟踪督办台账.................................................13 DB4401/T280—2024 II附录G（规范性）广州市消费维权服务站服务效能指标统计报表.............................14 附录H（资料性）先行赔付登记表.......................................................15 附录I（规范性）消费维权服务机构自评表...............................................16 参考文献..............................................................................18