3·15当天施行！《旅游投诉处理办法》公布→

Core Points - The Ministry of Culture and Tourism has announced the "Tourism Complaint Handling Measures," which will take effect on March 15, 2026, to ensure fair handling of tourism complaints and protect the legal rights of tourists and tourism operators [1] Group 1: Jurisdiction - Tourism complaints are under the jurisdiction of the tourism complaint handling institutions located at the county level or above, based on the operator's residence, the contract signing location, or the location of the dispute [2] - In urgent situations requiring immediate action against the tourism operator's harmful behavior, the jurisdiction lies with the institution at the dispute's location [2] - If multiple institutions have jurisdiction over the same complaint, the one that receives the complaint first will handle it [2] Group 2: Acceptance of Complaints - Tourists can file complaints for various reasons, including violations of contract terms by the tourism operator, damages to personal or property rights due to the operator's responsibility, disputes arising from force majeure, and other violations of tourists' legal rights [3] - Complaints must meet specific conditions, such as having a direct interest in the matter and a clear respondent and request [4] Group 3: Complaint Requirements - A valid complaint should include the complainant's name or title, contact information, the respondent's name and address, and details of the complaint, including the time, place, and circumstances of the dispute [5] - Complaints will not be accepted if they fall outside the jurisdiction, are filed more than 90 days after the contract's expiration, or have already been handled by other legal or administrative bodies [5] Group 4: Processing of Complaints - Upon receiving a complaint, the handling institution must decide within two working days whether to accept it [6] - If accepted, the institution will mediate the complaint, and if mediation fails, a termination notice will be issued [6] - If the respondent is a travel agency and mediation fails, the Ministry of Culture and Tourism may use the tourism service quality guarantee fund for compensation under specific circumstances [6]