摘 要
近些年来，由于网络经济的蓬勃发展，电子商务成为了人们生活中的一部分，作为电子商务最末端的环节，快递成为了从虚拟到现实的桥梁。电子商务的发展给快递行业带来了巨大的市场空间。然而，快递行业的迅速崛起，使得相对滞后的法律规范无法对其进行严密的监管和制约，进而致使快递行业的服务质量低下，导致侵犯消费者合法权益的情况时有发生。目前，在快递行业中损害消费者合法权益的主要表现形式有：快递延误、快件损毁、快件丢失及泄露消费者个人信息等。而在消费者救济自身权利的过程中，又由于当前我国消费者维权意识普遍较差、快递行业法律法规分布过于分散、立法层级较低、行业标准效力不强、维权成本过高等原因而困难重重。因此，快递行业消费者权益保护是一个值得研究的课题。
本文运用文献分析、比较分析、案例分析等研究方法，结合国内外对快递行业消费者权益保护的研究以及法律制度规范，针对我国快递行业对消费者的侵害情形，对消费者权益的保护进行深入的研究，并提出解决纠纷的途径。本文通过四个部分对快递行业消费者权益的保护进行论述，具体内容如下：
第一部分为引言，这一部分阐述了本文的选题背景，指出快递行业是我国新兴的朝阳产业，行业内部发展不够完善，在法律制度和监管体系上略有欠缺，消费者地位低下、维权困难，并对本文采用的研究方式和国内外研究现状进行了阐述。
第二部分论述了快递行业的发展现状和保护快递行业消费者权益的必要性，阐述了我国当前现有的快递行业消费者权益保护的法律规范，分析了快递服务合同的基本内容以及消费者的地位和权利义务。快递行业是附随着电子商务的蓬勃发展而兴起的，再加上近几年涌现出各式各样的网络购物节，随之而来的便是快递业务量的成倍增长，而消费者对快递行业的投诉数量也是不断增加。通过分析快递服务的属性，揭示快递行业中消费者的权益与普通消费者权益的区别。研究快递行业对消费者权益的侵害，首先就是要明确快递行业与消费者之间的法律基础，而承接快递行业与消费者的纽带便是快递服务合同。最后阐述了快递行业消费者的法律地位和与其他主体的权利义务关系。
第三部分结合案例分析了快递行业中消费者致损情形及其成因。快递侵害消费者权益的情形主要包括：快递延误、快件丢失、快件损毁、泄露消费者个人信息。要解决快递行业侵犯消费者权益的问题，就要找到其症结所在，并对症下药。
笔者通过对案例的分析，分别对四种侵害情形进行了论述，随后找到其原因所在，即行业监管不力、“霸王条款”的存在、服务质量不达标、消费者维权途径不通畅。
第四部分提出了保护快递行业消费者权益的建议。通过分析国外保护快递行业消费者权益的保护体制，得出美国、德国、英国大体是从完善法律体系、设置独立的监管主体、设立第三方监管机构、建立符合国情市场准入制度这四个方面建立起快递行业消费者权益保护体制的。在借鉴国外有益经验的基础上，笔者为我国的快递行业消费者保护机制提出三个方面的建议，即构建保护快递行业消费者权益的法律法规体系、设立独立的第三方监管机构、提升快递行业的市场准入门槛。笔者还根据我国《合同法》和新《消法》的相关规定，为消费者在遭受到四种主要侵权情形的侵害时提出维权建议。最后还建议注重发挥消协和社会舆论的作用，并建立快递行业消费者评价机制，从不同的角度保护快递行业消费者权益。
关键词：快递行业 快递服务组织 消费者权益 维权保护
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
目录
摘 要
Abstract
目录
1 引言
1.1 选题背景及意义
1.2 国内外研究现状
1.2.1 国内研究现状
1.2.2 国外研究现状
1.3 研究方法及创新点
2 快递行业消费者权益的基本问题
2.1 保护快递行业消费者权益的必要性
2.1.1 保护快递行业消费者权益的法律规范现状
2.1.2 我国快递行业的发展现状
2.1.3 快递服务中消费者权益的特性
2.2 快递服务合同的基本内容
2.2.1 快递服务合同的概念
2.2.2 快递服务合同的当事人
2.3 快递服务中消费者的法律地位及权利义务
2.3.1 快递服务中消费者的法律地位
2.3.2 快递服务中消费者与其他主体的权利义务关系
3 快递行业消费者权益致损情形与成因
3.1 快递行业中侵犯消费者权益的情形
3.1.1 快件延误侵犯消费者权益
3.1.2 快件丢失侵犯消费者权益
3.1.3 快件毁损侵犯消费者权益
3.1.4 泄露消费者个人信息
3.2 快递行业致消费者权益受损的原因
3.2.1 行业监管不力
3.2.2 “霸王条款”的存在
3.2.3 服务质量不达标
3.2.4 消费者维权途径不通畅
4 保护快递行业消费者权益的建议
4.1 完善我国快递行业消费者权益保护制度的建议
4.1.1 借鉴域外快递行业消费者权益保护制度的经验
4.1.2 构建保护快递行业消费者权益的法律法规体系
4.1.3 设立独立的第三方监管机构
4.1.4 提升快递行业的市场准入门槛
4.2 快递行业消费者的维权建议
4.2.1 快件延误情形下的维权建议
4.2.2 快件丢失情形下的维权建议
4.2.3 快件毁损情形下的维权建议
4.2.4 个人信息泄露情形下的维权建议
4.3 保护快递行业消费者权益的其他建议
4.3.1 发挥消协和社会舆论的作用
4.3.2 建立快递行业消费者评价机制
结 语
参考文献
后 记
