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消费者吐槽快递业三大“顽疾” 快递业这些“毛病”该改改了

2017-09-20 07:07:03   中国经济网

这种情况经常发生,引发了大量消费纠纷。《快递暂行条例(征求意见稿)》第23条规定,经营快递业务的企业应当将快件投递到约定的收件地址、收件人或者收件人指定的代收人,并告知收件人或者代收人当面验收。收件人或者代收人有权当面验收。

针对此,不少消费者提出建议。湖北消费者杨翠琼建议,应在快递运单上列明签收未验货和签收已验货选项,供消费者选择,以此来防止快递公司以消费者已签收为由,证明物品完好,推卸自身责任。上海消费者孙亦方则建议增加“交付快件时,快递人员未告知收件人或者代收人当面验收的,应当承担不利后果”。

地方消协也对本条提出了一定的修改意见。浙江消保委建议增加:“验收时发现内件短少、损毁或者与快递运单不符的,用户可以拒绝签收,并在快递运单上注明原因、时间,由收件人和投递人员共同签字确认。收件人或者代收人拒绝签字的,投递人员应当予以注明。”

快递泄露用户个人信息——

当事人该怎么办

除追究快递企业的行政责任外,还应将泄露个人信息与快递员个人的信用记录相挂钩,以加大其违法成本

快递掌握着消费者最隐私的个人信息——姓名、电话、住址甚至还有喜好,特别是随着快递实名制的实施,消费者信息含金量更加突出。许多不法之徒也瞄准了这一“富矿”,大肆窃取、贩卖消费者个人信息。

今年8月,湖北荆州警方发现某快递公司仓库管理员汪某非法贩卖消费者个人信息,仅在汪某邮箱里就查获公民个人信息8000余条,顺藤摸瓜,警方最终查获了一专门通过“内鬼”窃取贩卖消费者个人信息的犯罪团伙,共抓获嫌疑人20名,查获公民个人信息总计1000多万条,涉及交易金额总计达200多万元。

类似案件时有发生,屡禁不止。对此,《快递暂行条例(征求意见稿)》规定,经营快递业务的企业如果出现未按照规定建立快递运单及电子数据管理制度;未定期销毁快递运单;出售、泄露或者向他人非法提供快递服务过程中知悉的用户信息;发生或者可能发生用户信息泄露的情况,未立即采取补救措施,或者未向所在地邮政管理部门报告,由邮政管理部门责令改正,没收违法所得,并处1万元以上5万元以下的罚款;情节严重的,处5万元以上10万元以下的罚款,并可以责令停业整顿直至吊销其快递业务经营许可证。

消费者对这样的处罚力度并不满意。江苏消费者夏福荣建议增加:“给用户造成损失的,依照民事法律规定承担赔偿责任。”吉林消费者尹传金建议:“除追究快递企业的行政责任外,还应将泄露个人信息与快递员个人的信用记录相挂钩,以加大其违法成本。”湖北消费者刘祥斌、厦门消费者黄海建议在条例中引入《消费者权益保护法》规定,对用户个人信息的收集、使用作出限制性规定。

结合新修订的《民法总则》诉讼时效规定明确保存期限,并考虑到保护消费者公平交易和知情权,湖北消委会建议修改为:“经营快递业务的企业应当建立快递运单及电子数据妥善保存制度及保密制度,妥善保管用户信息等电子数据,快递运单纸质与电子数据档案的保存不少于3年。定期销毁快递运单,采取有效技术手段保证用户信息安全。”陕西消协则建议,本条规定应与《消费者权益保护法》《刑法》《网络安全法》等做好衔接。“发生或者可能发生用户信息泄露的,经营快递业务的企业应当立即采取补救措施,并向所在地邮政管理部门及公安机关报告。”(经济日报·中国经济网记者 佘 颖)

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