時間：2011-09-14 19:02來源：藍(lán)天飛行翻譯 作者：航空 點擊：次
|
You must ensure that each of your CROs has the authority to make dispositive resolution of complaints on behalf of the carrier. This means that the CRO must have the power to overrule the decision of any other personnel, except that the CRO is not required to be given authority to countermand a decision of the pilot-in-command of an aircraft based on safety. (e) 必須 保證每 位投訴處理人都有權(quán)代表承運(yùn)人對投訴作出決定性的處理。這就意味著投訴處理人有權(quán)否決任何其它人員的決定 ,但不要求授權(quán)投訴處理人 否決 機(jī)長基于安全考慮作出的決定 。 §382.153 What actions do CROs take on complaints? § 382.153 投訴處理人應(yīng)該對投訴采取哪些行動 ? When a complaint is made directly to a CRO for a carrier providing scheduled service, or a carrier providing nonscheduled service using aircraft with 19 or more passenger seats (e.g.,orally, by phone, TTY), the CRO must promptly take dispositive action as follows: 如果 提供定期航班服務(wù)的承運(yùn)人,或提供 不定期航班但營運(yùn) 19個或以上座位的飛機(jī)的承運(yùn)人的投訴處理人 (CRO)直接收 到投訴 (如口頭 ,電話或 TTY(文本電話 )),投訴處理人必須馬上采取以 下解決措施 : (a) If the complaint is made to a CRO before the action or proposed action of carrier personnel has resulted in a violation of a provision of this Part, the CRO must take, or direct other carrier personnel to take, whatever action is necessary to ensure compliance with this Part. 如果接到投訴時承運(yùn)人的工作人員的行為或?qū)⒁龀龅男袨樯形催`反本法規(guī)規(guī)定 ,投訴處理人必須采取措施 ,或指導(dǎo)其它員 工采取措施保證遵守本法規(guī) 。 If an alleged violation of a provision of this Part has already occurred, and the CRO agrees that a violation has occurred, the CRO must provide to the complainant a written statement setting forth a summary of the facts and what steps, if any, the carrier proposes to take in response to the violation. (b) 如果投訴的聲稱已違反本法規(guī) ,且投訴處理人已經(jīng)確認(rèn) ,則投訴處理人必須 提供一份書面聲明 ,包括總結(jié)事件以及承運(yùn)人將要采取的 違規(guī)處理措施 (如果有 )。 If the CRO determines that the carrier's action does not violate a provision of this Part, the CRO must provide to the complainant a written statement including a summary of the facts and the reasons, under this Part, for the determination. (c)如果投訴處理人確認(rèn)沒有違反條例 ,則應(yīng)該對投訴人提供一份書面聲明,包括總結(jié)事件以及說明根據(jù)本法規(guī)做出這一決定的事實和原因 。 The statements required to be provided under this section must inform the complainant of his or her right to pursue DOT enforcement action under this Part. The CRO must provide the statement in person to the complainant at the airport if possible; otherwise, it must be forwarded to the complainant within 30 calendar days of the complaint. (d) 承運(yùn)人提供的書面聲明必須 告知投訴人有權(quán)根據(jù)本法規(guī)向交通部申請采取執(zhí)法行動。如可 能,投訴處理人應(yīng)該在機(jī)場親自將聲明交給投訴人; 否 則 必 須 在投訴發(fā)生 后30日內(nèi)寄給投訴人 。 §382.155 How must carriers respond to written complaints? |
