How to Complain About China Mobile, China Unicom, and China Telecom.
Ministry of Industry and Information Technology Complaint Strategy
http://topic.csdn.net/u/20090908/10/5f5693ae-a15b-4a31-8378-9922b00e6684.html
【You can complain in the following situations】
Mobile/landline services are forcibly (or without the user's explicit consent) activated or canceled
Unexplained charges or billing errors on mobile/landline
Mobile signal issues (high call drop rate, slow internet, etc.)
Telecom operators maliciously induce users to activate services or fail to provide explanations for services
Broadband is throttled or DNS or routing hijacked by telecom
Telecom companies conduct system maintenance without a 72-hour prior announcement
Telecom operators fail to notify users involved thirty days in advance when discontinuing a service or do not properly handle user follow-up work
Telecom operators restrict users from using designated services or purchasing specified telecom terminal equipment in any way
Telecom operators delay, evade, or refuse users' requests to activate, change, or suspend telecom services without justifiable reasons
Telecom operators conduct marketing activities not in accordance with activity rules
Telecom operators exhibit consumer discrimination
Please note before complaining!
Make sure to state the facts when presenting your issue, absolutely do not fabricate. Do not exaggerate or distort facts, and do not harbor any thoughts of luck or revenge. All the complaint materials you write will be handled by designated personnel, and all materials will be forwarded to the complained company for inquiry and processing.
Never give up your rights just because the amount involved is small! That is you giving up your own rights!
Even if it only involves one yuan, you have every reason to complain!
Did you know? Every complaint you make, every keystroke you type will promote the construction and improvement of our country's telecom system!
【Detailed Complaint Process】
Complaint Process:
→ Complain to the telecom operator
→ Complain to the telecom operator's headquarters and the provincial communication management bureau
→ Complain to the Ministry of Industry and Information Technology
【Complaint Methods for Telecom Operators】
It is recommended that you first complain to the telecom operator when issues arise (China Mobile: 10086; China Unicom: 10010; China Telecom: 10000. It is advisable not to skip this level.) The second level can be skipped; if the complaint to the operator is unsuccessful, it will be time for our Ministry of Industry and Information Technology to step in!
P.S: If you want to create a bomb effect on the city-level company of the operator in a short time, you can try complaining to the three units mentioned above simultaneously.
【Online Complaint Methods for Each Operator's Headquarters】
China Mobile Customer Complaint Acceptance Center:http://www.cmcc1860.com/tousu/khtsmain.asp
China Telecom Service Supervision System:http://www9.chinatelecom.com.cn:8080/scs/pages/netcomplain.html
China Unicom Complaint Acceptance System:http://www.10010.com/complaintSuggest/getComplaintSuggest.action?serviceCode=TSJY
(The above complaint methods for the headquarters can all be found on their respective homepage links)
【Complaint Methods for Local Communication Management Bureaus】
The telecom user complaint phone number for communication management bureaus in each province, autonomous region, and municipality is generally: area code of the provincial capital (municipality) + 12300
【The complaint phone number for the Beijing Communication Management Bureau's telecom user complaint acceptance center is: 12300】
(Note: Some local communication management bureaus may not have complaint phone numbers; specific complaint methods can be referenced on the websites of local communication management bureaus)
【Telecom User Complaint Acceptance Center of the Ministry of Industry and Information Technology of the People's Republic of China】:
Online complaint method:http://dxss.miit.gov.cn:8080/LeaderMail/LeaderMail.jsp
【Some local telecom operators may shamelessly block this website, such as Hefei Telecom. If you find the website blocked, you can complain using mobile internet or directly call to complain. If the complaint is about the internet service operator, you can also add a charge of hijacking user DNS to the complaint content.】
Phone complaint method: 010-12300 (Beijing users need to add the area code)
Complaint notes are as follows:
1. When complaining, please fill in your name, phone number, email, and communication address seriously, and do not provide false information. After the complaint, ensure that your communication method is open.
2. After the complaint (generally one to two days, if it exceeds this time, please be patient and do not resend the complaint email), a call from 010 will come in; do not be nervous, it is not a call from 110. Just answer it directly. The staff will generally ask you to confirm some specific situations again, just answer truthfully.
3. Another situation is that the Ministry of Industry and Information Technology does not call you but directly forwards the issue to the complained company. For example, if you complain about Mobile, it may be a customer service representative from Mobile who calls you directly; it may not be a direct outbound call from 10086 but a regular mobile number, so please pay attention to answer.
4. When filling in the information of the complained company, you should pay attention to correctly fill in the company name; it is recommended to fill in the full name of the complained company. (For example: The full name of China Mobile is "China Mobile Communications Group Company", the full name of China Telecom is "China Telecom Group Company", and the full name of China Unicom is "China United Network Communications Group Co., Ltd." The full name of Beijing Mobile is "China Mobile Communications Group Beijing Co., Ltd.", and the full name of Shenzhen Mobile is "China Mobile Communications Group Guangdong Co., Ltd. Shenzhen Branch"). If you are unsure, you can also directly fill in names like "Beijing Mobile" or "Hefei Telecom".
The complaint content is the most important part of the complaint email, please be sure to fill it in carefully. It is best to restate the complaint target and complainant information at the beginning of the complaint content. When filling in the complaint content, attention should be paid to the formality of the language used; the complaint content should be specific and objective, based on facts, and the logical relationship should be clear and explicit.
Please pay attention to the following points regarding the complaint requirements:
1. The complaint requirements must be reasonable; do not create trouble or harbor revengeful thoughts
2. For billing errors related to Mobile (I am not sure about other operators), you must insist on the principle of "billing discrepancies, double refund"
3. You can request the telecom operator to issue a written apology (I request this in every complaint, but have never received a written apology)
4. You can request reasonable compensation from the telecom operator in addition to the required compensation (such as requesting appropriate compensation for phone charges, etc.)
The original text also has more detailed cases, which can be checked if needed.
Below are three sample complaint contents for your reference:
Sample Complaint 1【This article is suitable for complaints about telecom operators not conducting marketing activities according to activity rules and complaints about consumer discrimination】:
【In June, Mobile launched the "My Feixin My Group" activity nationwide. However, to date, only a few provincial companies have issued activity prizes. Various reasons are still being used by 10086 to continuously delay the prize distribution time. In response to this situation, we can completely complain to the Ministry of Industry and Information Technology to fight for our own rights! Friends who participated in this activity but did not receive prizes can modify this article appropriately and directly complain to the Ministry of Industry and Information Technology.】
I am a user of the Shenzhouxing standard card of China Mobile Communications Group Beijing Co., Ltd., phone number: 13429. I participated in the first phase of the "My Feixin My Group" activity on the official website of China Mobile Feixin in June this year. (Details can be seen in the activity announcement:http://huodong.fetion.com.cn/myfetiongroup/help.aspx). It clearly states in the announcement that the activity time is from May 20, 2009, to December 31, 2009, and the first phase of the activity time is "from 0:00 on June 1, 2009, to 23:59 on June 30, 2009". I participated in multiple group activities according to the announcement, and multiple groups ranked in the top 20 in various provinces. According to their regulations, I should have received a 20 yuan phone reward or an equivalent prize around the 15th of the second month after the activity, but I have not yet received a winning notification call from 10086, nor have I received the 20 yuan phone reward or an equivalent prize.
After that, I repeatedly inquired with Beijing 10086 and was told that the activity "started on July 10". The behavior of not issuing activity rewards without reason has seriously violated the relevant regulations of the activity. I have repeatedly complained to 10086, but have not received any response to date.
In light of the serious violations mentioned above, I request China Mobile Communications Group Beijing Co., Ltd.:
1. Immediately issue the activity reward to me and compensate me with 10 yuan of phone charges.
2. Immediately provide a written explanation for the above issues and apologize to me.
Thank you!
Sample Complaint 2【This article is suitable for complaints about network signal or telecom DNS hijacking issues】:
I am a user of the Shenzhouxing standard card of China Mobile Communications Group Beijing Co., Ltd., phone number: 13429, phone model: Nokia 6120c. Recently, I found that the mobile base station network signal at my home has issues, specifically as follows:
(1). Sometimes after turning on the phone, I cannot find the network signal or it takes a long time.
(2). Calls are often not received: the caller has clearly started dialing, but my phone does not ring at all (if the caller is a landline, this situation is somewhat better), and only after a while will there be a call reminder indicating that someone has called. In addition to the lack of response to incoming calls, call drops also occur frequently, and the caller occasionally shows "connection error".
(3). SMS sometimes experiences severe delays; after turning on the phone, there are SMS messages but no response, and I have to repeatedly turn the phone on and off to receive them.
(4). GPRS network issues:
① The network sometimes cannot connect for a long time; for example, after turning on the phone, opening Feixin, and starting to connect to the network. However, in "Connection Management," it will show "Connecting" for a long time, preventing normal web browsing and Feixin login. When this happens, I must turn off the phone or disable the network signal and then turn it back on or restore the network signal to possibly connect normally, but the time taken to establish the connection is still long.
② Network interruption: Sometimes while browsing the internet, "Connection Management" suddenly shows GPRS in a "paused" state, and it cannot automatically recover for a long time; I need to restart the phone to use it again.
③ Sometimes the network status appears normal, but QQ and Feixin frequently disconnect and reconnect, resulting in message loss.
My phone has not experienced the above issues in other locations.
Location of the issues: Southeast corner of Building **, Apartment , East Road, Zhongguancun, Haidian District, Beijing (Postal Code: 100190)
After the above issues occurred, I have repeatedly reported to 10086, and it has been more than a month since I first reported the fault, yet I have not received any response regarding the handling results. This behavior seriously violates the provisions regarding fault reporting and repair time in the "Telecom Service Specifications." The above issues have severely affected my phone usage and caused unnecessary impacts on my life. Therefore, I request China Mobile Communications Group Beijing Co., Ltd. to provide me with a written response regarding the issues within 48 hours and to immediately repair and resolve the above issues.
Thank you!
Sample Complaint 3【This article is suitable for complaints about unexplained charges or being forced to activate/cancel services】:
I am a user of the Shenzhouxing standard card of China Mobile Communications Group Beijing Co., Ltd., phone number: 134****29. On the evening of February 1, 2009, I used the 10086 SMS business hall to close the GPRS internet function. Then, on the morning of February 27, 2009, I received a shutdown notification SMS from 13800138000. I called 10086 to inquire about the shutdown reason and was told it was due to "GPRS internet overdue payment of 94 yuan." I immediately disputed this with the operator, and after being transferred to the expert desk, the operator confirmed through the relevant records that I had indeed closed the GPRS function on the evening of February 1. I filed a complaint, and it has been more than a week without any response.
Due to a system billing error, my phone was shut down. This has severely affected my communication and caused significant inconvenience in my life.
In light of the above situation, I request China Mobile Communications Group Beijing Co., Ltd.:
1. Immediately compensate me with 188 yuan according to the service commitment of "billing discrepancies, double refund"
2. Immediately provide a written explanation for the above situation and apologize to me
Thank you!
【Note: When handling this complaint, the operator called directly. The person initially avoided discussing my complaint request, apologized, admitted the mistake, and then said they would compensate me with a 100 yuan recharge card. I insisted that they must fulfill their promise of double compensation. The person said they would consult their superiors, and a few minutes later called back to agree to the double compensation. This shows that complaints must insist on reasonable requests. Additionally, remind everyone not to easily express opinions on the handling results when receiving calls; if you agree to a result you are not satisfied with, you will no longer be able to obtain the most satisfactory result.】
Finally, I wish everyone a satisfactory resolution to their complaints!
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It is best to directly find the communication management bureau of the province for online complaints, such as the Hunan Province Communication Management Bureau.