More than 300 per month!Rigidity and tenderness, Wenzhou taxi contradiction mediation has a trick

Fairness, justice, justice, affection, reasonable, and legal, is the service purpose of the "spear adjustment center".

Taxi is the window of urban civilization. It is closely related to people's daily life. The driver refused, detoured, slaughtered, passengers did not pay the fare, troubled after drinking, and quarreled ... Disputes between the taxis of taxis occurred from time to time.

According to statistics, there are more than 3870 trains operating in Wenzhou City every day, and more than 300 cases of taxi reporting complaints are accepted each month, of which about 80%are caused by poor communication or service quality. dispute. In order to solve the "annoying things" and "troubles" of passengers and drivers, in September 2020, the Municipal Transportation Law Enforcement Team's Mobile Law Enforcement Brigade Taxi Contracement Mediation Center (hereinafter referred to as the "Spear Tune Center") Cases of complaints and disputes in contradictions and disputes are concentrated in the center of the spear. In the past two years since the establishment of the spear, it has adhered to flexible law enforcement, rigid and soft, and achieved obvious results. Making traffic law enforcement is not only a cold punishment, but also a tender side.

1 yuan dispute

Patient to explain policies to passengers

Citizen Ms. Liu took a taxi from the new city of the city to people's road. When I got off the car, the device displayed 15 yuan, and the voice prompt had to "pay fuel surcharges" for 1 yuan, but Ms. Liu only paid 15 yuan fare with a mobile phone. Pay 1 yuan fuel surcharge. "Now that the price of oil is declining, why should I collect 1 yuan? I won't give it." Ms. Liu finished, turned away, and the taxi driver had no choice but to help.

In recent months, the contradictions around the 1 yuan fuel surcharge have increased significantly. According to statistics, there are 59 complaints on fuel surcharges, including 48 fuel taxis and 11 new energy taxis.

On June 15 this year, Wenzhou issued a notice that the urban tour taxis (except for new energy vehicles) from from 24:00 on June 17 to 24:00 on September 17th. The price tags of surcharges, the device also has voice reminders, but some passengers still refuse to pay fuel fees, or the driver's urging way of urging is not friendly to cause contradictions.

According to the relevant person in charge of the spear transfer center, many cases are passengers who do not pay 1 yuan fuel surcharge, but instead complain to the driver. "As an industry authority, we can only supervise taxi drivers, but there is no binding force on passengers." The person in charge said that when they encountered such cases, they could only patiently do policy interpretation to passengers. The Municipal Development and Reform Commission and the Municipal Transportation Bureau jointly issued a document for approval, the 1 yuan is the legal income of the driver, and passengers should pay for it. "In the face of the complaints without paying 1 yuan for passengers, we will investigate in detail. Whether the driver has not used civilized languages ​​and improperly urged methods in accordance with regulations, but the results of the investigation are not necessarily punishment."

In addition, some new energy taxi drivers have seized the passenger's awareness of the 1 yuan fuel surcharge policy and asked for the "fuel surcharge" they should not have, which led passengers to launch a complaint. The person in charge said that after the investigation was clear, the Spear Center would impose a corresponding penalty for the new energy taxi driver.

Online spear

Let the Si take the "cloud handshake" by both parties

In the early morning of December 26 last year, Ms. Qin took the Zhejiang C. T06 ×× taxi from the south station of Wenzhou EMU to the north of Yongjia. After reaching the destination underground car, she found that the trunk cover of the taxi was lifted. The luggage in it was not seen. Trace. It turned out that there was a problem with the lock of Master Zhu's taxi trunk. Before he could repair it, he encountered a bumpy section, which caused the trunk to automatically bounce, and the suitcase was thrown out. Ms. Qin claimed that there were valuables in the suitcase and asked the driver to compensate for 5,000 yuan. Master Zhu said that he was responsible for the matter, but because of his economic pressure, he found a spear -adjustment center for help.

After a detailed understanding of the matter, the Spear Center decided to let the three parties "sit down and talk." Because Ms. Qin had gone to work in Guizhou at that time, the spear adjustment center allowed the three parties to interview in a video on mobile WeChat through "Taxi contradiction mediation and service online application". The staff of the center of the spear center reconciled, and the two parties formed a consensus in less than an hour: Master Zhu compensated Ms. Qin 3500 yuan. The two parties signed the online mediation letter, and the contradictions were successfully resolved.

Recently, Mr. Ye, a citizen, took a taxi to travel. Driver Xia Master Xia had an emergency braking, causing Mr. Ye's head to hit the front seats, and the frame of the glasses was broken. Mr. Ye asked the driver to go to the nearby glasses shop to repair the glasses on the spot, but was rejected by Master Xia, and the two parties negotiated on the spot. Mr. Ye launched a complaint on the incident.

The spear adjustment center enables the online mediation to let the parties face face to face in the "cloud". After investigation, Master Xia brakes a ride in order to avoid a motorcycle in violation of a motorcycle. Without a seat belt, it is also responsible. After the staff's patience communication and mediation, the two parties finally reached a consensus on the compensation issue (Master Xia bear 50 yuan of glasses maintenance fees) and signed a mediation letter online. "In the past, the traffic law enforcement team had to be run at least. In fact, the mediation in the face also took time and energy. Now it can be mediation on the mobile phone. We do n’t have to run at once. Our drivers like this online mediation method." Master Xia said.

"Taxi contradiction mediation and service online application" After the trial operation on September 1 last year, it can allow the two parties to fully communicate with the time and location of both parties, so as to achieve "optional time and space, evidence visible, and reconciliation." Over the past year, the "online spear" service application has been settled from 177, and the effect is obvious. Fair and objective

Care investigating and maintaining the rights and interests of the driver

Taxi drivers are in contact with those who are in shape every day, and the disputes occur in each other. The staff of the spear -adjustment center need to investigate patiently and the fair and reasonable mediation. Although the driver's mistakes and passenger complaints were mostly cases, some drivers were also complained for no reason. After investigation, the spear center refused to demand unreasonable demands and safeguarded the legitimate rights and interests of taxi practitioners.

Ms. Rao, Hubei, who worked in Wenzhou, complained that her 13 -year -old granddaughter Xiao Chen left home after stealing her mobile phone. In the early morning of June 27 this year, she took Zhejiang C. DT2 ××× taxi to Wuxue, Hubei. After the alarm treatment, the police involved in the two places, and arrived at Hubei Wudo Toll Station at 12:40 noon on the same day. Later, Ms. Rao found that her granddaughter paid the driver 3,400 yuan of fares one hour on the day of the car. They believed that the driver was unreasonable to take a long distance with a minor child who was accompanied by a parent, and asked some fares to be refunded.

The staff of the spear adjustment center immediately retracted the monitoring data of the taxi and found that the facts did not match the content of Ms. Rao. At that time, Ms. Rao's granddaughter Xiao Chen negotiated the car fee with the driver, and the driver specially replaced her new energy vehicle into Zhejiang C. T10 ×× fuel vehicle, and invited her friends (also a taxi driver) to take turns to drive in turn. Go to Hubei.

The staff then rushed to the police station to learn about the situation. At the time of the incident, Police Officer Lin contacted the driver. However, because Xiao Chen was emotionally excited in the car (not receiving a family phone call), he insisted on going to Hubei. The driver drove according to the meaning of Xiao Chen. After verification, there are 700 kilometers from the Shangjiang Building of Wenzhou to Hubei, and the fare is about 3143 yuan at night without waiting for the time. No need to refund. After understanding the original committee, Ms. Rao no longer had objections, and the driver even praised the work style of the fair law enforcement of the spear center.

Flexible law enforcement

Spear centers focus on service

In road transportation illegal behavior, the report of complaints and reports of taxis is essentially different from the "two passengers and one danger". Most of the "two passengers and one danger" involve traffic safety issues. The first violation and minor penalty of the "People's Republic of China Administrative Penalty Law" advocated.

Xie Zhou, the captain of the Municipal Transportation Law Enforcement Team of the Municipal Traffic Law Enforcement Team, explained that the driver's violations of laws and regulations are obvious, subjective and intentional, or more serious, or many times. Essence The driver did not expect to make mistakes, but in fact it may have made mistakes, and it is relatively minor. It is the first time that he should give him an opportunity to educate and correct. Combining the contradictions and maintaining the stability of the industry. Compared to security law enforcement focusing on management, spear adjustment center focuses on services.

Since its establishment in September 2020, the Spear Tune Center has been practicing the original intention of "flexible law enforcement" while fulfilling the duties of "adjustment", "investigation" and "punishment". Piece, 100%settlement. The online spear is to make the spear adjustment work another step. The digital reform application launched in September last year is that its biggest advantage is that the incident at that time can be restored, the facts are reasonable, the evidence can be visible, and should be the same as the evidence. Both parties do not need to be present. On July 28 this year, the taxi service application of the taxi online spending service in 2022, which was organized by the Municipal Transportation Bureau, stood out in the "Best Practice" review meeting of the digital reform of Wenzhou traffic, and was selected to the Grassroots of the Digital Reform of the Provincial Transportation Department in 2022 "Best Practice" in society.

Xie Zhou introduced that during the taxi travel, the citizens encountered a contradiction or touching deeds, and they could pick up their mobile phones and start complaints or praise in WeChat Mini Program and Zheli Office. The specific operation method is to turn on the WeChat "Wenzhou Transportation" applet, click "Online Spear", select "Complaint (Commendation) Registration", initiate a complaint or praise registration; open the "Zheli Office", position it as Wenzhou, and click to be the people for the people. In the service column, the "Bian Chang" can be seen in the "taxi spear". After entering, you can initiate a complaint or praise registration.

He reminded that the large number of passengers should take a civilized car. When they are not treated with unfair treatment, they must obtain evidence first. Do not conflict directly with the driver. For drivers, passengers have the most complaints on bypass. What route is best to obtain passenger consent or for passengers to choose from. During the service process, maintain a good mood and good attitude, and do not intensify contradictions. "The work responsibility of the spear center is to safeguard the legitimate rights and interests of the division. In the operation process, the two parties should respect each other and understand each other, and society will be more harmonious."

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