Complaints about courier companies on the rise
March 28, 2013 Category Express delivery, Logistics
Shanghai YTO Express has apologized to a local customer after a delivery man threatened to spread her personal information on the internet if she complained. The customer, surnamed Fu, called after a courier was late in picking up a package, asking him to come right away because it was urgent. The delivery man not only refused but also threatened her by saying “if you dare to lodge a complaint against me, I will publicize all your personal information on the internet,” according to Fu. YTO has punished the man with a salary cut and started new training for all its staff to prevent similar incidents. Leaks of private information have become one of the major problems of the courier industry in China, said Li Bin, Director of the Customer Complaints Reception Center of the State Post Bureau. The center received 192,000 complaints in 2012, and 27% were about company couriers, including some about information leaks, Li said. An industry has grown up around such leaks. On the Dan114 website, customers’ courier numbers from major firms including YTO, Yunda and ZTO are being sold at CNY0.4 to CNY1 each. Merchants can create fake favorable reviews of their services using such information. Courier service managers can be fined CNY5,000 to CNY10,000 if couriers are found collecting or selling personal information of customers, according to the Courier Industry Regulation issued by the Ministry of Transport that took effect this month. There are now more than 800,000 delivery workers nationwide and the number has been increasing by about 200,000 annually. Some 30 million parcels are delivered across China every day.
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