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一个口子把住八道关,黄山市让游客投诉有“结果”
2017-08-31 10:31:22 中国青年网
新华社合肥8月31日电(记者 董雪)黄山市探索旅游管理综合执法,实现游客投诉从在多部门内空转,到一个平台受理、一支队伍执法、一个主体处罚的全流程精准办结。今年上半年,黄山市接待游客逾3300万人次,处理各类涉旅投诉300余件,游客投诉办结率达100%。
黄山景区咨询和投诉中心负责人崔娜介绍,中心成立之前,多数部门有服务游客的电话,导致游客投诉在多部门内空转。现在,中心集中受理游客的投诉,统一交办,并对交办进行跟踪、督办,对办理情况进行结果性审核和回复。目前,游客投诉办结率达到了100%,其中80%可以做到当天受理、交办、办结。
“以往除投诉受理混乱外,还存在游客投诉牵涉多个部门,一个部门处理起来有心无力,多个部门协调配合又容易权责不清、推进困难的问题。”黄山市旅委负责人告诉记者,今年1月1日正式成立的黄山市旅游管理综合执法局把一个部门有心无力,变为一个部门一管到底,集中行使原先涉及旅游、价格、工商、食品安全、交通运输、公安、体育、文化等部门的部分或全部行政处罚权。
“以前三天两头就有一次检查,今天这个部门走了,明天那个部门又来了,查的内容是一样的。”黄山中海假日旅行社黄山风景区分社工作人员小吴告诉记者,以往的监管混乱让经营单位疲于应付,现在自己所在片区由汤口镇旅游执法大队统一监管,不用再担心多头执法了。
据了解,黄山市从2016年9月获得开展旅游管理相对集中行政处罚权试点工作的批复近一年来,旅游管理综合执法局“一个口子”把住“八道关”,精准对接游客咨询和投诉,有效保障了游客权益。但也在实践中出现一些需要解决的问题,如基层旅游管理综合执法人员紧缺,需补充物价、工商、食药监等多部门涉及的法律法规知识等。黄山市法制办主任杨建琦表示,随着旅游综合执法试点工作的推进,加大执法人员的日常培训将越来越重要。
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