为切实履行网络安全与信息内容主体责任，及时受理并处理社会公众对本网站及本公司业务的投诉和举报，本公司依据《中华人民共和国网络安全法》《互联网信息服务管理办法》等法律法规，制定本投诉举报制度并对外公布。
一、受理范围
- 本网站页面上存在违法违规信息、不实信息或侵犯他人合法权益的内容；
- 本网站存在安全漏洞、恶意代码、信息泄露等网络与信息安全问题；
- 对本网站展示内容（公司介绍、船队信息、服务信息等）的更正与异议；
- 与本公司业务相关的服务质量投诉；
- 其他依法应当受理的投诉与举报。
二、投诉举报方式（公示）
您也可以通过下方在线投诉表单提交，表单将以邮件形式直达受理邮箱。
三、受理与处理流程
| 环节 | 办理要求 | 时限 |
|---|---|---|
| 受理确认 | 收到投诉举报后登记编号，向投诉人确认已受理 | 2 个工作日内 |
| 调查核实 | 由指定负责人核查相关内容与事实情况 | 自受理起 10 个工作日内 |
| 处理反馈 | 将核实结论与处理结果反馈投诉举报人；涉及网站内容的立即整改下线 | 复杂事项不超过 20 个工作日 |
| 记录归档 | 全部投诉举报登记、处理过程及结果归档留存，留存期不少于 6 个月 | 办结后 5 个工作日内 |
四、投诉举报人信息保护
- 本公司对投诉举报人姓名、联系方式及举报内容严格保密，仅限受理人员知悉；
- 未经投诉举报人同意，不得向被投诉对象或第三方披露其身份信息；
- 投诉举报人可要求对处理进展进行查询。
五、责任承诺
- 本公司指定专人负责投诉举报受理工作，确保渠道畅通、响应及时；
- 对经核实的违法违规内容，立即停止展示、删除并保存有关记录，依法向有关主管部门报告；
- 对借投诉举报捏造事实、诬告陷害的，依法追究相应责任。
六、在线投诉举报表单
To fulfil our responsibilities for network security and information content, the company receives and handles complaints and reports concerning this website and its business in a timely manner, in accordance with the Cybersecurity Law of the PRC and related regulations.
1. Scope
- Illegal, false or rights-infringing content on this website;
- Security vulnerabilities, malicious code or data leakage issues on this website;
- Corrections and objections to the website content (company profile, fleet, services);
- Service-quality complaints related to the company's business;
- Other complaints and reports that should be accepted by law.
2. How to Reach Us (Published Channels)
3. Handling Procedure & Time Limits
| Stage | Action | Time limit |
|---|---|---|
| Acknowledgement | Register a case number and confirm acceptance with the complainant | Within 2 working days |
| Investigation | Verify the reported content and facts by the designated officer | Within 10 working days |
| Feedback | Report the conclusion and result; website content concerned is corrected/removed immediately | Complex cases within 20 working days |
| Archiving | All records of acceptance, handling and results are archived | Retained for at least 6 months |
4. Confidentiality
The identity and information of complainants are kept strictly confidential and disclosed only to designated handlers, unless otherwise agreed or required by law.
5. Commitment
A designated officer ensures the channels above remain available and responsive. Verified illegal content will be removed immediately with records preserved and reported to the competent authorities as required by law.
6. Online Complaint Form
Please use the Chinese form above (type your message in English or Chinese), or simply email us at admin@rtcc-spb.com. We acknowledge every complaint within 2 working days.