摘 要
近些年來，由于網絡經濟的蓬勃發展，電子商務成為了人們生活中的一部分，作為電子商務最末端的環節，快遞成為了從虛擬到現實的橋梁。電子商務的發展給快遞行業帶來了巨大的市場空間。然而，快遞行業的迅速崛起，使得相對滯后的法律規范無法對其進行嚴密的監管和制約，進而致使快遞行業的服務質量低下，導致侵犯消費者合法權益的情況時有發生。目前，在快遞行業中損害消費者合法權益的主要表現形式有：快遞延誤、快件損毀、快件丟失及泄露消費者個人信息等。而在消費者救濟自身權利的過程中，又由于當前我國消費者維權意識普遍較差、快遞行業法律法規分布過于分散、立法層級較低、行業標準效力不強、維權成本過高等原因而困難重重。因此，快遞行業消費者權益保護是一個值得研究的課題。
本文運用文獻分析、比較分析、案例分析等研究方法，結合國內外對快遞行業消費者權益保護的研究以及法律制度規范，針對我國快遞行業對消費者的侵害情形，對消費者權益的保護進行深入的研究，并提出解決糾紛的途徑。本文通過四個部分對快遞行業消費者權益的保護進行論述，具體內容如下：
第一部分為引言，這一部分闡述了本文的選題背景，指出快遞行業是我國新興的朝陽產業，行業內部發展不夠完善，在法律制度和監管體系上略有欠缺，消費者地位低下、維權困難，并對本文采用的研究方式和國內外研究現狀進行了闡述。
第二部分論述了快遞行業的發展現狀和保護快遞行業消費者權益的必要性，闡述了我國當前現有的快遞行業消費者權益保護的法律規范，分析了快遞服務合同的基本內容以及消費者的地位和權利義務?？爝f行業是附隨著電子商務的蓬勃發展而興起的，再加上近幾年涌現出各式各樣的網絡購物節，隨之而來的便是快遞業務量的成倍增長，而消費者對快遞行業的投訴數量也是不斷增加。通過分析快遞服務的屬性，揭示快遞行業中消費者的權益與普通消費者權益的區別。研究快遞行業對消費者權益的侵害，首先就是要明確快遞行業與消費者之間的法律基礎，而承接快遞行業與消費者的紐帶便是快遞服務合同。最后闡述了快遞行業消費者的法律地位和與其他主體的權利義務關系。
第三部分結合案例分析了快遞行業中消費者致損情形及其成因?？爝f侵害消費者權益的情形主要包括：快遞延誤、快件丟失、快件損毀、泄露消費者個人信息。要解決快遞行業侵犯消費者權益的問題，就要找到其癥結所在，并對癥下藥。
筆者通過對案例的分析，分別對四種侵害情形進行了論述，隨后找到其原因所在，即行業監管不力、“霸王條款”的存在、服務質量不達標、消費者維權途徑不通暢。
第四部分提出了保護快遞行業消費者權益的建議。通過分析國外保護快遞行業消費者權益的保護體制，得出美國、德國、英國大體是從完善法律體系、設置獨立的監管主體、設立第三方監管機構、建立符合國情市場準入制度這四個方面建立起快遞行業消費者權益保護體制的。在借鑒國外有益經驗的基礎上，筆者為我國的快遞行業消費者保護機制提出三個方面的建議，即構建保護快遞行業消費者權益的法律法規體系、設立獨立的第三方監管機構、提升快遞行業的市場準入門檻。筆者還根據我國《合同法》和新《消法》的相關規定，為消費者在遭受到四種主要侵權情形的侵害時提出維權建議。最后還建議注重發揮消協和社會輿論的作用，并建立快遞行業消費者評價機制，從不同的角度保護快遞行業消費者權益。
關鍵詞：快遞行業 快遞服務組織 消費者權益 維權保護
Abstract
In recent years, due to the vigorous development of the Internet economy,e-commerce has become a part of people's lives, as the most distal aspect ofe-commerce, courier became a bridge from virtual to reality. Development ofe-commerce to the courier industry has brought a huge market space and developmentopportunities. However, the rapid rise of the express industry, making the legal normscan not be lagging behind the strict supervision and constraints, thus resulting in poorquality of service delivery industry, leading to the legitimate interests of consumerswhen violations have occurred. Currently, the damage in the courier industry in thelegitimate interests of consumers mainly in the form of: courier delays, expressdamaged, express the loss and disclosure of consumers' personal information. Andconsumers relief for their rights in the process, and because of generally poorawareness of consumer rights, the current distribution of the courier industry laws andregulations are too scattered, low legislative level, the effectiveness of the industrystandard is not strong, the high cost of rights for reasons such difficulties . To protectthe legitimate rights and interests of consumers in the courier industry, we have todeal with the current laws and regulations to integrate carding, drawing outside thecourier industry regulatory regime, two-pronged approach to regulation and rights forChina to accept delivery services provide consumers effective The rights to broadenconsumer rights approach, earnestly safeguard the legitimate rights and interests ofconsumers.
In this paper, literature analysis, comparative analysis, case studies and otherresearch methods, combined with the express industry research and consumerprotection laws and rules and norms at home and abroad, China's express deliveryindustry for consumers against the case, to protect the interests of consumers in-depthresearch, and propose ways to resolve disputes. Through the four parts of the expressindustry to protect consumers' interests are discussed, as follows:
The first part is an introduction, this section describes the background of thispaper points out the courier industry is our new sunrise industry, development withinthe industry is not perfect, the legal system and the regulatory system is slightlylacking, consumers low status, rights difficult, and research methods are described inthis paper, the status quo and study abroad.
The second part discusses the rights of the courier industry development statusand courier industry, consumers, and analyzes the status and rights and obligations ofthe contract courier services and consumer connotation. Courier industry is attachedwith the vigorous development of electronic commerce and the rise, coupled with therecent years, the emergence of a wide range of online shopping festival, followed by acourier traffic is doubling, and consumers the number of complaints courier industryis increasing. Research courier industry of consumer rights violations, we must firstclarify the legal basis for the courier industry and consumers, and to undertake thecourier industry and consumers is the courier service contract bonds. Throughanalysis of the courier service contracts, specifying the rights and obligations betweenthe consumer and the courier industry, reveal differences in the courier industry,consumer interests and the interests of ordinary consumers.
The third part of the case studies in the courier industry to the detriment of theconsumer situation and its causes. Express case against the interests of consumersinclude: courier delays, express lost, damaged shipment, disclosure of personalinformation of consumers. To solve the problem of consumer rights violations courierindustry, we must find its crux, and remedy. Through analysis of the case, namely thecase against the four were discussed, then find where the cause is lack of supervisionthat industry, "King terms" exists, is not up to the quality of service, consumer rightsapproach is not smooth.
The fourth part presents the courier industry to protect consumers' rightsproposal. By analyzing the system of protection of consumer rights protection abroadcourier industry, draw the United States, Germany, Britain generally is perfecting thelegal system, set up an independent regulatory body, set up a third-party regulatoryagencies, and establishing conditions of these four aspects of market access systemestablished courier industry consumer protection regime. Drawing on the usefulexperience of foreign countries on the basis of the author's three suggestions forChina's express delivery industry, consumer protection mechanisms, that is to build alegal system to protect the interests of consumers express industry, the establishmentof an independent third party regulatory bodies to enhance the courier industry marketaccess barriers. I also according to China's "Contract Law" and the relevant provisionsof the new "Consumer Law" for the consumer rights proposal put forward at the timesuffered four major infringement case against. Finally, the proposed focus on the roleof the associations and public opinion, and the establishment of the express industryconsumer evaluation mechanisms to protect the interests of consumers expressindustry from different angles.
Key Words: Express industry Express service organization Consumer rightsRights protection
目錄
摘 要
Abstract
目錄
1 引言
1.1 選題背景及意義
1.2 國內外研究現狀
1.2.1 國內研究現狀
1.2.2 國外研究現狀
1.3 研究方法及創新點
2 快遞行業消費者權益的基本問題
2.1 保護快遞行業消費者權益的必要性
2.1.1 保護快遞行業消費者權益的法律規范現狀
2.1.2 我國快遞行業的發展現狀
2.1.3 快遞服務中消費者權益的特性
2.2 快遞服務合同的基本內容
2.2.1 快遞服務合同的概念
2.2.2 快遞服務合同的當事人
2.3 快遞服務中消費者的法律地位及權利義務
2.3.1 快遞服務中消費者的法律地位
2.3.2 快遞服務中消費者與其他主體的權利義務關系
3 快遞行業消費者權益致損情形與成因
3.1 快遞行業中侵犯消費者權益的情形
3.1.1 快件延誤侵犯消費者權益
3.1.2 快件丟失侵犯消費者權益
3.1.3 快件毀損侵犯消費者權益
3.1.4 泄露消費者個人信息
3.2 快遞行業致消費者權益受損的原因
3.2.1 行業監管不力
3.2.2 “霸王條款”的存在
3.2.3 服務質量不達標
3.2.4 消費者維權途徑不通暢
4 保護快遞行業消費者權益的建議
4.1 完善我國快遞行業消費者權益保護制度的建議
4.1.1 借鑒域外快遞行業消費者權益保護制度的經驗
4.1.2 構建保護快遞行業消費者權益的法律法規體系
4.1.3 設立獨立的第三方監管機構
4.1.4 提升快遞行業的市場準入門檻
4.2 快遞行業消費者的維權建議
4.2.1 快件延誤情形下的維權建議
4.2.2 快件丟失情形下的維權建議
4.2.3 快件毀損情形下的維權建議
4.2.4 個人信息泄露情形下的維權建議
4.3 保護快遞行業消費者權益的其他建議
4.3.1 發揮消協和社會輿論的作用
4.3.2 建立快遞行業消費者評價機制
結 語
參考文獻
后 記
