As soon as it was set up, the Tourism Quality supervision Service of
Hangzhou installed the tourist complaint telephone, 0581-5171292, which has been published in all major attractions and airports, wharf, bus stops, as well as on fly sheets and tickets, and listed in the 114 inquiry system of the city's telecom. To protect visitor's rights and interests in accordance with the requirement of tourism quality control and the relevant standards of the tourist industry, to facilitate the timely settlement of visitors' complaints, to improve service quality of travel agencies and guides, and to promote the development of Hangzhou's tourist business, the Tourism Quality Supervision Service has made effort in building tourist quality network, which has contributed to improving the self-monitoring system of travel agencies, raising their awareness of quality control, with all travel agencies in charge of the service setting up and improving tourist complaint processing offices or personnel and system, to solve complaints seriously and timely. There are 23 international travel agencies in Hangzhou, of them 13 handle outbound groups; and 85 domestic travel agencies, of them 45 organize groups, 39 offering reception to groups, and one engaged in special tourist routes. All travel agencies that organize domestic tourist groups or individual visitors sign contracts in a standard form.
To standardize security work of hotel industry in Hangzhou and create a safe and comfortable environment for visitors, the Hangzhou Public Security Bureau has issued a series of security management regulations according to specific conditions of Hangzhou's hotel industry. The city's Sanitary Commission has also issued similar regulations to prevent food poisoning. Hotels have also worked out and implement their own regulations to ensure the safety of visitors and their properties.