论专车纠纷投诉处理体系的建立与完善

专车纠纷随着专车服务的兴起与日俱增，但投诉处理体系尚不完善。专车法律地位不明、联系方式有限、处理标准缺失、监管单位不明等极大阻碍了消费者相关权利的行使，进而不利于整个行业的发展。结合国外专车运营及国内优质电商售后服务的经验，在加强专车相关立法的同时，须成立专门监管机构、行业自律组织等加强监管，并通过完善专车企业内部管理体制，如核查车辆司机的资质确保其为一个用车平台服务、主动承担相应举证责任、完善公示及跟踪等服务、定期分析数据研讨改进措施等，逐步建立起专车纠纷投诉处理体系，完善相应售后服务，提升“互联网+”消费体验。

On the Construction and Perfection of Complaint-Handling System Concerning Special Car Disputes

As the special car service increases, more and more disputes concerning special cars arise, but the corresponding complaint-handling system is imperfect. The deficiencies, such as the unclear legal status of special cars, the limited means of contact, the absence of handling standard, the unclear supervision unit, etc., severely hampers the exercise of consumer rights and the development of the whole industry. Borrowing from the foreign experience of special car service and the after-sale service of high quality e-commerce companies in China, we should, while strengthening the relevant law, set up a special supervision body and a professional self-disciplinary institution to supervise the service and perfect the internal management system of special car business so as to gradually establish complaint-handling system concerning special cars, perfect the corresponding after-sale service, and better the feel of "Internet Plus" consumption.