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消费者最关注快件延误丢失损毁赔偿

2017-08-30 06:46:35   中国青年网

【意见稿】第二十二条 经营快递业务的企业应当规范操作,防止造成快件损毁。

法律法规对食品、药品等特定物品的运输有特殊规定的,寄件人、经营快递业务的企业应当遵守相关规定。

【消费者意见】快递服务涉及消费者财产安全、个人信息等,但目前快递企业对从业人员的培训明显不足,且缺乏严格的资质要求,造成快递领域问题频发。建议修改为:“快递企业应当规范操作,防止造成快件延误、丢失、损毁或者内件短少。”

【消协意见】建议规定:“因经营快递业务企业的员工责任,造成用户合法权益受到损害的,快递经营企业应当承担赔偿责任。”

3 关于丢失赔偿

【案例】安徽消费者宋小姐网购了一件皮装,从广德快递寄到宁波。一周后没有收到衣服。最后,宋小姐被告知,快件丢失了。由于快递时没有对物品进行保价,只能依《邮政法》按照邮资费10元的三陪赔偿,赔偿30元。

【意见稿】第二十五条 快件发生延误、丢失、损毁或者内件短少的,对保价的快件,应当按照经营快递业务的企业与寄件人约定的保价规则确定赔偿责任;对未保价的快件,依照民事法律的有关规定确定赔偿责任。

国家鼓励保险公司开发快件损失赔偿责任险种,鼓励经营快递业务的企业投保。

【消费者意见】建议快递运单上应注明送达时限,对因延误导致快件物品变质、损坏或者影响收件人的正常生产、生活,快递公司应当承担赔偿责任。同时,应明确未保价快件的赔偿规定,并强制快递企业投保责任保险,有助于解决消费者索赔难的问题。

【消协意见】建议:“快件发生延误、丢失、损毁或者内件短少的,对保价的快件,应当按照经营快递业务的企业与寄件人约定的保价规则确定赔偿责任;对未保价的快件,应按照《民法》《合同法》中关于等价有偿的原则进行赔偿。寄件人能够证明其实际损失的或实际损失超过约定保价金额的,应当按照寄件人的实际损失进行赔偿。”

同时,建议增加:“强制快递企业投保责任保险。”

4 关于签收

【案例】今年3月21日,消费者张女士将一个价值1200余元的单肩包和一件100克重的银饰交由某快递公司寄回老家。3月24日,快递物品送达。快递员电话联系了收件人王先生,之后在确认其不在家的情况下,擅自将快件放到了当时并没有人看管的小区物管处,后包裹不知所踪。

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