Complaints

As unexpected things may happen, so do the offensives of your legal rights and interests. Therefore, you should notice the complaint procedures in case the offensive may happen to you.

> Complaint Premise
According to Chinese stipulations, tourist has the right to complain only the matters happen in China and complaints should be about the travel activities only. While making the complaint, the details about the facts, respondent and the complainant must be submitted in paper.

> Complaint Range
You should submit a complaint:
If you think your travel agency did not execute the agreed-upon contract
If you think your travel agency has failed to offer you appropriate service
If you think your travel agency is being dishonest, prejudicing your rights.
If you think your travel agency has caused bodily injury or property damage
If your tour guide or driver inappropriately asks for tips or forces you to give tips
If you determine that your interests have been infringed upon during your travels in China

>  How to Complain
You should first contact the authorized department in charge of your case by telephone to report your travel activities where you feel your rights have been violated and submit the written statement in paper later.
Specific information should be provided in your complaint, including details about the travel agency, transportation, tour guide, hotel, etc.

Statement about your pecuniary losses, and/or request for the investigation of legal responsibility and supporting documents with personal information in detail, including your name, gender, nationality, occupation, age are required as well.

It generally takes 15-45 days to deal with the complaint.

> Where to Complain
Tourism Quality Supervision and Management Offices in China

Tel
Fax
Office Hours
Postal Code
010-65275315
010-65201522/65122096
08:30-12:00   14:30-17:00
100740
Address
No. 9, inside the Jianguo Gate Street., Beijing

CNTA (China National Tourism Administration)
Tel
Fax
Office Hours
Postal Code
010-65130828
010-65158251/65158255
08:30-12:00   14:30-17:00
100022
Address
Room 1001, Beijing Tourism Building, No.28, outside the Jianguo Gate Street, Beijing

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