时间：2011-09-14 19:02来源：蓝天飞行翻译 作者：航空 点击：次
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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) 必须 保证每 位投诉处理人都有权代表承运人对投诉作出决定性的处理。这就意味着投诉处理人有权否决任何其它人员的决定 ,但不要求授权投诉处理人 否决 机长基于安全考虑作出的决定 。 §382.153 What actions do CROs take on complaints? § 382.153 投诉处理人应该对投诉采取哪些行动 ? 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 提供定期航班服务的承运人,或提供 不定期航班但营运 19个或以上座位的飞机的承运人的投诉处理人 (CRO)直接收 到投诉 (如口头 ,电话或 TTY(文本电话 )),投诉处理人必须马上采取以 下解决措施 : (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. 如果接到投诉时承运人的工作人员的行为或将要做出的行为尚未违反本法规规定 ,投诉处理人必须采取措施 ,或指导其它员 工采取措施保证遵守本法规 。 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) 如果投诉的声称已违反本法规 ,且投诉处理人已经确认 ,则投诉处理人必须 提供一份书面声明 ,包括总结事件以及承运人将要采取的 违规处理措施 (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)如果投诉处理人确认没有违反条例 ,则应该对投诉人提供一份书面声明,包括总结事件以及说明根据本法规做出这一决定的事实和原因 。 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) 承运人提供的书面声明必须 告知投诉人有权根据本法规向交通部申请采取执法行动。如可 能,投诉处理人应该在机场亲自将声明交给投诉人; 否 则 必 须 在投诉发生 后30日内寄给投诉人 。 §382.155 How must carriers respond to written complaints? |
