ICS35.240 CCSL67 2024-08-09发布 2024-08-16实施 苏州市市场监督管理局发布DB3205 城市生活服务总入口移动端接入服务 运行管理规范第4部分：咨询投诉 Specificationsforoperationmanagementofmobileaccessservices atthemainportalofurbanlifeservices— Part4:Consultationorcomplaint苏州市地方标准 DB3205/T1124.4—2024 DB3205/T1124.4—2024 I目次 前言..................................................................................II 引言.................................................................................III 1范围................................................................................1 2规范性引用文件......................................................................1 3术语和定义..........................................................................1 4咨询投诉渠道........................................................................1 5咨询投诉分类........................................................................1 5.1技术类........................................................................1 5.2服务类........................................................................1 6咨询投诉处理流程....................................................................1 7问题反馈............................................................................2 8问题处理............................................................................2 8.1处理要求......................................................................2 8.2处理规则......................................................................2 9反馈答复............................................................................3 9.1反馈答复要求..................................................................3 9.2反馈答复渠道..................................................................3 9.3反馈答复保障机制..............................................................3 参考文献...............................................................................4