《旅游投诉处理办法》公布，3月15日起施行

Core Viewpoint - The Ministry of Culture and Tourism of China has announced the implementation of the "Tourism Complaint Handling Measures," which will take effect on March 15, 2026, aimed at ensuring fair handling of tourism complaints and protecting the rights of both tourists and tourism operators [1][22]. Group 1: General Principles - The measures are designed to handle tourism complaints legally and fairly, based on the "Tourism Law of the People's Republic of China" and other relevant regulations [1]. - The term "tourism complaint" refers to actions taken by tourists who believe their rights have been violated by tourism operators, seeking resolution from designated tourism complaint handling institutions [1]. Group 2: Jurisdiction - Tourism complaints will be under the jurisdiction of tourism complaint handling institutions located at or above the county level, based on the operator's location, the contract signing location, or the location of the dispute [3]. - In urgent cases requiring immediate action, the institution at the location of the dispute will have jurisdiction [4]. Group 3: Acceptance of Complaints - Tourists can file complaints regarding violations of contract terms, damages to personal or property rights due to the operator's actions, disputes arising from force majeure, and other violations of their rights [5][6]. - Complaints must meet specific conditions, including a direct interest in the matter and a clear identification of the respondent and the complaint request [7]. Group 4: Processing of Complaints - The complaint handling institutions will primarily use mediation to resolve complaints, ensuring that the process is based on facts and respects the rights of both parties [11]. - Institutions are required to make a decision on whether to accept a complaint within two working days of receipt [10]. Group 5: Supervision and Support - The complaint handling institutions must utilize a standardized information system and establish data-sharing mechanisms with relevant departments to enhance data analysis and utilization [17]. - Local cultural and tourism departments are responsible for providing necessary support, including personnel, funding, and training for complaint handling staff [26].