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近3年来(2010-2012年)旅游投诉案件一直居高不下并逐年增加,近半旅游者对旅游投诉处理的处理结果不满意。目前我国旅游投诉制度存在着的非透明和非公开化是造成旅游投诉渠道不畅、效率低下的重要原因。旅游投诉案件信息公开制度有利于维护旅游者的合法权益、监督维护旅游市场有序进行、促进旅游监督管理部门依法行政。旅游投诉案件信息公开是政府信息公开的要求,同时要处理好与个人隐私保护之间的关系。
In the past three years (2010-2012), the number of complaints about tourism has been on a high and increasing year by year. Nearly half of tourists are dissatisfied with the outcome of tourism complaint handling. At present, the non-transparent and non-openness of the tourism complaint system in our country is the important reason for the poor and inefficient tourism complaint channels. The information disclosure system of tourism complaint cases is conducive to safeguarding the legitimate rights and interests of tourists, supervising and safeguarding the orderly conduct of the tourism market and promoting the administration of tourism according to law by the tourism supervision and administration department. The information disclosure of tourism complaint cases is the requirement of government information disclosure, and at the same time, the relationship between privacy protection and personal privacy should be properly handled.