ICS03.080.30 CCSA12 3211 镇江市地方标准 DB3211/T1070—2023 ODR企业消费纠纷处理工作规范 SpecificationforODRenterpriseconsumptiondisputesettlementwork 2023-12-22发布 2024-03-15实施 镇江市市场监督管理局  发布 DB3211/T1070—2023 I目次 前言..................................................................................II 1范围.................................................................................1 2规范性引用文件.......................................................................1 3术语和定义...........................................................................1 4总体原则.............................................................................1 5资质要求.............................................................................2 6人员要求.............................................................................2 7基本要求.............................................................................2 8投诉受理.............................................................................2 9投诉处理.............................................................................2 10结果反馈............................................................................3 11评价与改进..........................................................................3 附录A（资料性）全国12315平台在线消费纠纷解决企业（ODR企业）申请书...................4 附录B（资料性）全国12315平台在线消费纠纷解决企业（ODR企业）承诺书...................5 附录C（资料性）全国12315平台在线消费纠纷解决企业（ODR企业）人员变更备案表...........6