深圳市地铁运营管理暂行办法
《深圳市地铁运营管理暂行办法》已经市政府三届一四二次常务会议审议通过，现予发布，自2004年12月28日起施行。
市长李鸿忠
二○○四年十二月二十三日
深圳市地铁运营管理暂行办法
第一章 总 则
第一条 为加强地铁运营管理，保障地铁的运营安全与服务质量，维护乘客的合法权益和地铁的运营秩序，根据有关法律、法规的规定，结合本市实际情况，制定本办法。
第二条 地铁的运营管理及其他组织和个人与地铁运营相关的活动，适用本办法。
第三条 本办法所称地铁，是指城市地下铁路公共客运系统，包括其延长的地面和高架部分。
本办法所称地铁设施 ，是指地铁交通的隧道、轨道、高架、车站（含出入口、通道和通风亭）、车辆、机电设备、通信信号系统和其他附属设施、设备，以及为保障地铁运营而设置的相关设施、设备。
本办法所称地铁运营单位（以下简称运营单位）是指依法具有地铁经营权的企业。
第四条 运营单位应当遵循安全第一的原则，提供规范、连续、高效、优质的地铁运营服务。
第五条 地铁票价实行政府定价。
第六条 市政府交通行政管理部门（以下简称市交通部门）是地铁运营的行业主管部门，履行下列职责：
（一）组织制定运营服务标准；
（二）监督运营单位履行安全管理等法定义务；
（三）监督检查运营单位提供的服务质量；
（四）组织对运营单位的运营情况进行评估；
（五）受理公众对运营单位的投诉；
（六）依法查处地铁运营管理中的违法行为；
（七）法律、法规、规章和市政府规定的其他职责。
市政府其他有关行政管理部门及地铁沿线各区人民政府按照各自的职责，共同做好地铁运营管理工作。
第七条 运营单位负责地铁运营的具体管理，履行下列职责：
（一）保障地铁运营服务质量；
（二）履行安全管理职责，保证地铁运营安全；
（三）按照规定设置、维修、更新地铁设施，保障地铁车站和车辆的环境卫生；
（四）维持地铁运营的正常秩序；
（五）法律、法规、规章规定的其他职责。
运营单位及其工作人员对危害地铁运营安全、妨害运营服务或者扰乱运营秩序的行为有权予以制止，并协助政府有关行政管理部门依法处理。
第八条 任何组织和个人应当遵守地铁运营有关管理规定，不得危害地铁运营安全与运营秩序，不得干扰地铁正常运营。
第九条 市政府设立地铁运营安全管理机构，负责维护地铁运营安全与运营秩序，并接受市交通、城管等有关行政管理部门的委托，对危害地铁运营安全、妨害运营服务或者扰乱运营秩序的行为实施行政处罚。
第二章 运营安全与设施保护
第十条 运营单位应当遵守有关安全生产法律、法规和规章的规定，建立健全各项安全运营 制度和安全操作规程，加强地铁运营安全管理， 保障地铁安全运营。
运营单位的从业人员应当按照安全运营制度和安全操作规程，履行本岗位安全职责。
第十一条 运营单位的主要负责人和运营安全管理人员应当具备与运营安全管理活动相适应的专业知识、技术水平和管理能力。
第十二条 运营单位应当定期对从业人员进行安全教育和培训，保证从业人员具备必要的安全运营知识，熟知安全运营制度和安全操作规程，掌握本岗位的安全操作技能。
按照国家规定应当具备相应上岗资格的人员，应当按照规定考核合格后持证上岗。
第十三条 运营单位应当按照国家、行业标准和技术规范要求，及时、妥善维护地铁设施，确保地铁设施的运行状态符合设计标准，满足安全、稳定和运营时段连续使用的要求。
运营单位应当书面记录地铁设施的设置、维修、更新情况并予以保存，定期向市交通部门报告。
第十四条 运营单位发现地铁运营存在安全隐患，应当采取相应的措施消除安全隐患。
市交通、公安及其他安全生产监督管理部门应当对地铁运营安全进行监督检查，发现安全隐患，应当责令运营单位采取相应的措施消除安全隐患。
第十五条 运营单位应当每两年组织相关检测单位和专家，对地铁运营的线路、系统进行全面的检测和安全评估，制定改进措施，并将评估报告和改进情况报告市交通部门。
第十六条 在地铁安全保护区范围内从事下列作业，应当符合安全保护区规划要求，并委托具有相应资质的专业机构对设计、施工方案或者作业方案进行地铁运营安全影响评估：
（一）建设建筑物、构筑物；
（二）从事爆破、打桩、顶进、抽水、钻探、挖掘作业；
（三）大面积取土等显著减少地铁地下设施载荷量的活动；
（四）架设电力、通讯线路，埋设电缆、管道设施，穿凿通过地铁交通路基的地下坑道；
（五）需移动、拆除和搬迁地铁设施的作业；
（六）大面积堆放物品等显著增加地铁地下设施载荷量危及地铁运营安全的活动；
（七）其他可能危害地铁设施安全的行为。
地铁安全保护区的范围按照市政府的规定执行，市政府可以根据地铁安全运营的要求和地质条件，并结合城市发展的客观状况予以调整。
第十七条 建设、施工单位在地铁安全保护区范围内作业，应当采取相应的安全保护措施保证地铁运营安全；未按照规定采取相应的安全保护措施，或者作业过程中危及地铁运营安全的，运营单位有权予以制止，要求建设或者施工单位采取相应的安全措施，并报告市政府有关行政管理部门。
第十八条 禁止下列行为：
（一）非紧急状态下动用地铁紧急或者安全装置；
（二）损毁地铁设施；
（三）干扰地铁通讯信号系统；
（四）堵塞地铁出入口、通道和通风设施；
（五）在地铁地面线路曲线内侧妨碍行车了望；
（六）攀爬或者跨（穿）越地铁围墙、栅栏；
（七）阻碍地铁列车运行或者进入地铁轨道或者隧道；
（八）在地铁出入口外侧30米内放置易燃易爆物品；
（九）在地铁出入口、通风亭、冷却塔外侧5米内堆放物品；
（十）其他危害地铁运营安全的行为。
第十九条 任何组织和个人发现有危害地铁运营安全的情况，应当及时报警或者向运营单位报告。
第三章 运营服务与运营秩序
第二十条 运营单位应当按照市交通部门制定的地铁运营服务标准及国家有关规定提供运营服务，保证运营服务的质量。
运营单位未经市政府批准不得中止或者终止运营服务。
第二十一条 运营单位应当按照规定设置服务设施、设备，保障出入通道畅通，保持车站和车辆卫生、清洁，保持服务标志明显、准确。
第二十二条 运营单位应当按照市政府批准的票价收费，并执行市交通部门统一制定的票卡制式标准。
第二十三条 运营单位可以根据有关法律、法规、规章和运营服务标准的规定，制定有关地铁运营管理规定，公布后予以实施。
第二十四条 运营单位应当根据运营服务标准确定行车密度与首末班车行车时刻。
列车因故延误或者调整首末班车行车时间的，应当及时向乘客告示。
第二十五条 运营过程中因运营单位的过错不能继续将乘客送往地铁票面目的站的，运营单位应当予以退票或者组织其他交通工具将乘客转运至目的站。
第二十六条 在地铁设施范围内活动的人员应当遵守地铁运营管理规定，并服从地铁工作人员的合理引导。
不遵守地铁运营管理规定的，运营单位可以拒绝其进站。
第二十七条 乘坐地铁应当持有效车票进站乘车，但按照规定可以免费乘车的除外。持单程票的乘客在出站时应当将车票交还。
运营单位可以查验乘客的车票，对未持有效车票的，运营单位可以按照单程总票价补收10倍的票款。
第二十八条 禁止携带以下物品和动物进站乘车：
（一）爆炸性、易燃性、毒害性、腐蚀性、放射性等物品；
（二）非法持有的枪械弹药和管制刀具；
（三）妨碍公共卫生的物品；
（四）动物；
（五）其他影响乘客人身安全或者运营秩序的物品。
运营单位可以对乘客携带的物品进行安全检查。
携带本条第一款规定的物品和动物进站乘车或者拒绝对其携带的物品进行安全检查的，运营单位有权拒绝其进站乘车。
第二十九条 在地铁车站、车厢范围内禁止下列行为：
（一）吸烟、随地吐痰、便溺、乱吐口香糖、乱扔杂物；
（二）涂写、刻画、擅自张贴；
（三）派发广告、卡片等经营性宣传品；
（四）擅自设摊、从事销售活动；
（五）乞讨、卖艺、躺卧；
（六）强行上下车；
（七）擅自进入有警示标志的区域；
（八）攀爬或者跨（穿）越地铁栏杆、闸机；
（九）其他违反地铁运营秩序的行为。
第三十条 在地铁交通车辆段和车站范围内设置广告、商业店铺或者敷设管线的，应当符合规划和市政府的有关规定，不得影响地铁交通正常的运输功能和服务功能。
第三十一条 电力、电信、供水等相关单位应当保障地铁交通的用电、通信、用水需要。
第四章 运营监管
第三十二条 市交通部门应当根据公众利益和运营服务的实际需要，并结合地铁运营的实际情况，制定和调整地铁运营服务标准。
制定和调整地铁运营服务标准应当举行听证，听取运营单位和公众的意见。
第三十三条 市交通部门应当每两年组织一次运营单位运营情况评估；出现严重的安全问题或者发生严重的运营异常时，市交通部门应当及时组织评估。
市交通部门应当根据评估情况编制评估报告，提出改进意见或者处置方案，并报告市政府；评估报告中有关服务标准执行情况的部分应当向社会公布。
运营单位应当根据改进意见予以改进。
第三十四条 市交通部门组织运营单位运营情况评估应当书面通知运营单位，运营单位应当配合评估并提供评估所需的相关资料。
第三十五条 市交通部门接到乘客投诉，应当及时调查、处理，并于接到投诉之日起10个工作日内予以答复。
运营单位应当建立乘客投诉及建议的接收渠道和处理、反馈机制，对乘客的投诉或者交通部门转办的乘客投诉，应当及时调查、处理并在10日内予以答复。
第五章 应急救援与事故处理
第三十六条 市交通部门应当会同有关行政管理部门及相关单位制定地铁运营突发事件应急预案，报市政府批准后实施。
运营单位应当制定地铁运营突发事件先期应急处置方案，报市应急指挥中心、交通、公安等部门备案。
第三十七条 地铁运营过程中发生自然灾害、安全事故或者其他突发事件时，运营单位应当按照突发事件先期应急处置方案组织疏散、排险、救援及采取其他应急处置措施，并按照规定报告事件发生地区人民政府及市政府有关部门。
市政府有关部门、事件发生地区人民政府及接到报告的有关单位应当按照突发事件应急预案采取应急行动。
第三十八条 发生地铁客流量激增危及运营安全的，运营单位应当及时调整运营方案；无法及时作出有效调整或者调整后仍然无法有效疏导客流的，运营单位应当采取限制客流的临时措施，确保运营安全。
第三十九条 发生自然灾害及其他突发事件，采取其他措施难以保证运营安全的，运营单位可以暂时停止全部或者部分站段运营，但应当向社会公告，并向市交通部门报告。
引起暂停运营的情形消失后，应当及时恢复运营。
第四十条 地铁运营过程中发生人员伤亡事故时，按照先抢救伤者、恢复正常运营，后处理事故善后事宜的原则处理。
第六章 法律责任
第四十一条 运营单位违反有关法律、法规或者规章的规定未履行安全运营职责的，由市交通部门或者其他有关行政管理部门责令限期改正，依法处罚；对有关责任人员依法处理。
第四十二条 运营单位的服务质量或者服务设施达不到规定标准的，由市交通部门提出改进意见或者予以警告；拒不改进的，视情节轻重处以10000元以上30000元以下罚款；严重影响公众利益的，按照有关规定处理。
第四十三条 运营单位有下列行为之一的，由市交通部门责令限期改正；拒不改正的，视情节轻重处以1000元以上5000元以下罚款：
（一）未按照规定公布、公告或者告示有关事项的；
（二）拒不接受监督检查的；
（三）不按照本办法规定提交有关资料、报告的；
（四）不按照本办法规定处理投诉的。
第四十四条 违反本办法第十八条第（一）、（二）、（三）、（四）、（五）、（六）、（七）、（十）项规定的，由市交通部门责令改正，并处以500元以上1000元以下的罚款；构成治安处罚的，由公安机关依法处理；构成犯罪的，由司法机关依法追究刑事责任。
违反本办法第二十八条第（五）项或者第二十九条第（六）、（七）、（八）、（九）项规定的，由市交通部门责令改正，并处以200元以上500元以下的罚款。
第四十五条 在地铁安全保护区范围内作业违反本办法规定的，由市规划部门或者建设部门责令限期改正，依法处罚。
第四十六条 违反本办法第十八条第（八）项、第二十八条第（一）、（二）项或者第二十九条第（五）规定的，由公安机关依法处罚。
第四十七条 违反本办法第十八条第（九）项或者第二十八条第（三）、（四）项规定的，由市城管部门责令改正，并处以100元以上500元以下的罚款。
第四十八条 违反本办法第二十九条第（一）、（二）、（三）项规定的，由市城管部门责令清理，并处以50元以上200元以下的罚款。
第四十九条 违反本办法第二十九条第（四）项规定的，由市城管部门责令改正，并按照占地面积每平方米处以1000元罚款。
第五十条 市交通、城管等有关行政管理部门对危害地铁运营安全、妨害运营服务或者扰乱运营秩序行为实施的行政处罚，可以委托地铁运营安全管理机构实施。
第五十一条 政府有关行政管理部门和运营单位的工作人员玩忽职守、滥用职权、徇私舞弊的，依法给予行政处分；构成犯罪的，由司法机关依法追究刑事责任。
第七章 附 则
第五十二条 本办法自2004年12月28日起施行。
Provisional Measures of the Shenzhen Municipality on the Administration of Subway Operation
Order of the Shenzhen Municipal People's Government （No. 140）
Provisional Measures of the Shenzhen Municipality on the Administration of Subway Operation was adopted at the 142nd Executive Meeting of the Third Session of the Municipal Government, is now promulgated, and will take effect as of December 28, 2004.
Li Hongzhong Mayor
December 23, 2004
Provisional Measures of the Shenzhen Municipality on the Administration of Subway Operation
Chapter I General Provisions
Article 1 In order to strengthen the administration of subway operation, guarantee the operation safety and service quality of the subway, and maintain the legal rights of passengers and the order of operation, these measures are hereby formulated in accordance with the related laws, regulations and in the light of practical conditions of this city.
Article 2 These measures shall apply to the administration of subway operation and the activities of other organizations and individuals related to subway operation.
Article 3 The subway referred to in these measures shall mean the urban underground public passenger transit system, including the extended ground area and overhead part.
The subway facilities referred to in these measures shall mean the tunnels, rails, overhead structures, stations （including entrances and exits, passageways, and ventilation garrets）, cars, mechanical and electric equipments, communication sign system and other accessory facilities, equipments of the subway transportation, and the related facilities, equipments to secure subway operation.
The subway operation unit （hereinafter referred to as the operation unit） referred to in these measures shall mean an enterprise which has the authority to operate the subway according to law.
Article 4 An operation unit shall follow the principle of safety first and provide standardized, continuous, highly efficient, good-quality services of subway operation.
Article 5 The prices of subway tickets shall be decided by the government.
Article 6 The administrative department of transportation of the municipal government （hereinafter referred to as the municipal department of transportation） shall be the department in charge of the trade of subway operation and execute the following duties:
（1） to organize the formulation of operation service standards;
（2） to supervise operation units in performing of the legal obligations of safety management;
（3） to supervise and inspect the quality of services provided by operation units;
（4） to organize the appraisal of the operational performance of operation units;
（5） to accept the complaints of the public about operation units;
（6） to investigate and punish the illegal acts in the administration of subway operation;
（7） other duties stipulated by the laws, regulations, rules and municipal government.
The other related departments of the municipal government and the district people's governments of the areas along the subway lines shall, according to their respective duties, work together in order to have good administration of subway operation.
Article 7 An operation unit shall be responsible for the specific management of subway operation and execute the following duties:
（1） to guarantee the quality of subway operation services;
（2） to discharge the duties of safety management and guarantee the safety of subway operation;
（3） to set up, maintain and renew the subway facilities according to the rules, and maintain the environmental sanitation of subway stations and cars;
（4） to maintain the normal order of subway operation;
（5） other duties stipulated by the laws, regulations and rules.
Operation units and their personnel shall have the power to stop the acts which jeopardize the safety of subway operation, impair the operation services, or disrupt the operation order, and shall help the related administrative departments of governments to deal with these acts according to law.
Article 8 Any organizations and individuals shall abide by the related rules on the administration of subway operation, they shall neither jeopardize the safety of subway operation and the operation order nor disturb the normal subway operation.
Article 9 The municipal government shall establish an office of subway operation safety management to be responsible for maintaining the safety of subway operation and the order of operation, and to accept the authorization from the related municipal departments of transportation, urban management, etc. to carry out disciplinary sanctions against the acts to jeopardize the safety of subway operation, impair the operation services, or disrupt the operation order.
Chapter II Safety of Operation and Protection of Facilities
Article 10 An operation unit shall aide by the laws, regulations and rules concerning production safety, set up and improve various safe operation systems and rules on safe operating, strengthen the safety administration of subway operation, and guarantee the safe operation of subway.
The employees of an operation unit shall discharge the safety duties of their respective posts on the basis of the safe operation systems and rules on safe operating.
Article 11The chief responsible person and the personnel of safe operation management shall have the special knowledge, technological master-hand, and managerial ability corresponding to the activities of safe operation management.
Article 12 An operation unit shall conduct employees' safety education and training on the regular basis, and ensure that employees have necessary knowledge of safe operation, be fully aware of the safe operation systems and rules on safe operating, and master the skills of safe operating in their respective posts.
The personnel who should have corresponding qualifications to take up their posts according to the rules of the state shall pass the exams according to the rules and then take up their posts with certificates to hand.
Article 13 An operation unit shall, according to the standards of the state, trade and the requirements of technological specification, maintain subway facilities timely and properly, ensure that the state of operation shall meet the designed standards, and satisfy the requirements for safety, stability and continuous use during the operation periods of time.
An operation unit shall record in writing the setup, maintenance, and renewal of subway facilities and keep the record, and report it to the municipal department of transportation regularly.
Article 14 If an operation unit finds out a hidden trouble for safety in subway operation, it shall take corresponding measures to remove the hidden trouble.
The municipal departments of transportation, public security and other departments in charge of the supervision and administration of production safety shall conduct the supervision and inspection of the safety of subway operation, instruct an operation unit, if there is a hidden trouble, to take corresponding measures to remove the hidden trouble.
Article 15 An operation unit shall organize the related inspection-and-test units and experts to conduct an overall inspection and tests and also a safety evaluation of the lines and systems of subway operation every two years, lay down the measures for improvement, and submit the evaluation report and the improvement report to the municipal department of transportation.
Article 16 If the following operations are undertaken within the safety protection areas of a subway, they shall meet the requirements of the safety protection area planning, the professional institutions with corresponding qualifications and aptitude shall be authorized to evaluate the safety effects on subway operation of the designs, construction plans or operation plans:
（1） to construct buildings, structures;
（2） to undertake the operations of demolition, piling, pushing in, water pumping, drilling and excavation;
（3） to engage in the activities such as earth-excavating in a large area, etc. so that the load of the underground facilities of subway might be reduced considerably;
（4） to set up electric power lines, communication lines, to lay cables, pipelines, to build an underground gallery passing through the roadbed of a subway;
（5） the operations which need to remove, dismantle and relocate subway facilities;
（6） to engage in the activities such as piling articles in a large area, etc. so that the load of the underground facilities of subway might be increased considerably;
（7） other acts which might jeopardize the safety of subway facilities.
The safety protection areas of a subway shall be determined according to the rules of the municipal government, and the municipal government may make adjustments on the basis of the requirements of the subway's safe operation and geological conditions, and in the light of the objective situations of urban development.
Article 17 When operating within the safety protection areas of a subway, a unit in charge of construction, a unit undertaking construction shall take corresponding safety protection measures to guarantee the safety of subway operation; if the safety protection measures have not been taken according to the rules or the operating has jeopardized the safety of subway operation, an operation unit shall have the power to stop the operating, demand corresponding safety measures from the unit in charge of construction or the unit undertaking construction, and report it to the related departments of the municipal government.
Article 18 The following acts shall be prohibited:
（1） to activate the emergency or safety devices of a subway in a non-emergency situation;
（2） to damage and destroy subway facilities;
（3） to interfere with the subway communication sign system;
（4） to block up the entrances and exits, passageways, and ventilation facilities of a subway;
（5） to block a subway engineer's view in the inner side of a curve of a subway line on the ground;
（6） to climb or leap over （cross） subway walls, fences;
（7） to obstruct subway cars from operating or entering rails or a tunnel;
（8） to place inflammable, explosive articles within 30 meters from the outer side of an entrance and exit of a subway;
（9） to pile articles within 5 meters from the outer side of an entrance and exit, ventilation garret, cooling tower of a subway;
（10） other acts to jeopardize the safety of subway operation.
Article 19 If any organizations and individuals have found a situation to Jeopardize the safety of subway operation, they shall report it to police or an operation unit promptly.
Chapter III Operation Services and Operation Order
Article 20 An operation unit shall, according to the standards of subway operation services formulated by the municipal department of transportation and the related rules of the state, provide operation services and guarantee the quality of operation services.
Without approval from the municipal government, an operation unit shall not suspend or terminate operation services.
Article 21 An operation unit shall, according to the rules, set up service facilities and equipments, keep entrances and exits open, maintain stations and cars sanitary and clean, and ensure that service signs shall be eye-catching and accurate.
Article 22 An operation unit shall charge fares according to the rates approved by the municipal government and put into execution the standards of ticket card system unitarily formulated by the municipal department of transportation.
Article 23 An operation unit may, according to the related laws, regulations, rules and the standards of operation services, draw up the rules on the administration of subway operation and put them into execution after announcement.
Article 24 An operation unit shall determine the frequency of traveling trains and the schedule of the first and last trains according to the standards of operation services.
If there is a delay of a train for some reason or an adjustment of the schedule of the first and last trains, it shall be announced to passengers on time.
Article 25 If an operation unit has made a mistake in its operation so that it cannot continue to transport passengers to the destinations indicated on the subway tickets, the operation unit shall refund the subway tickets or arrange other means of transportation to bring the passengers to their destinations.
Article 26 Any persons who are within the area of subway facilities shall abide by the rules on the administration of subway operation and subordinate themselves to the reasonable directions of the subway personnel.
If a person does not abide by the rules on the administration of subway operation, an operation unit may refuse this person's entrance to a station.
Article 27 A person taking subway shall have a valid ticket to enter a station except those who may have free ride according to the rules. A passenger holding a one-way ticket shall return the ticket at an exit.
An operation unit may check the tickets of passengers, if a passenger has no valid ticket, the operation unit may charge 10 times of the price of one-way ticket for a whole line riding.
Article 28 It shall be prohibited to bring the following articles and animals when taking subway:
（1） explosive, inflammable, toxic, corrosive, radioactive articles, etc.;
（2） illegally carried firearms and ammunitions;
（3） the articles impairing public sanitation
（4） animals;
（5） other articles which may affect the personal safety of passengers or the operation order.
An operation unit may conduct a safety inspection of the articles carried by passengers. If a passenger carries the articles and animals referred to in the first section of this article to enter a station or refuses to have carried articles go through the safety inspection, an operation unit shall have the authority to refuse this passenger's entrance to a station for taking subway.
Article 29 The following acts shall be prohibited in subway stations and cars:
（1） to smoke, spit, piss, expectorate chewing gum, throw away odds and ends;
（2） to scrawl, engrave and paint, post without authorization;
（3） to hand out commercial propaganda materials such as ads, cards, etc.;
（4） to set up a stand, engage in sales without authorization;
（5） to beg, perform for living, lie on the ground;
（6） to force one's way in and out of a train;
（7） to enter an area with warning signs without authorization;
（8） to climb or overleap （cross） subway fences, gate controllers;
（9） other acts against the order of subway operation.
Article 30 Setting up ads, commercial shops or laying pipelines in the car sections of a subway transit system and within the areas of stations shall be in line with the planning and the related rules of the municipal government and may not affect the normal functions of subway transportation and service.
Article 31 The related units of electric power, telecommunication, water supply, etc. shall guarantee to meet the subway needs for electricity, communication and water.
Chapter IV Operation Supervising
Article 32 The municipal department of transportation shall formulate and adjust the standards of subway operation services in accordance with the public interests and the practical needs of operation services and in the light of practical conditions of subway operation.
Hearings shall be held for the formulation and adjustment of the standards of subway operation services in order to listen to the opinions from operation units and the public.
Article 33 The municipal department of transportation shall organize an assessment of the operating performance of operation units every two years; if there is serious safety problem or serious abnormality of operation, the municipal department of transportation shall organize an assessment promptly.
The municipal department of transportation shall make an assessment report on the basis of the assessment, put forward a proposal on improvement or a settlement plan, and report to the municipal government; the part of the assessment concerning the implementation of the standards of services shall be made public to society.
An operation unit shall make improvement according to the proposal on improvement.
Article 34 When organizing an assessment of the operating performance of operation units, the municipal department of transportation shall notify the operation units in writing, the operation units shall cooperate in the assessment and provide the related materials that the assessment needs.
Article 35 If the municipal department of transportation has received a complaint from a passenger, the complaint shall be investigated, handled promptly, and a reply shall be given within 10 business days from the date of receiving the complaint.
An operation unit shall establish a channel to accept complaints and suggestions from passengers and a system for settlement and feedback, the complaint from a passenger or the complaint of a passenger transferred from the department of transportation shall be investigated, handled promptly, and a reply shall be given in 10 days.
Chapter V Emergency Rescue and Accident Management
Article 36 The municipal department of transportation shall, jointly with other administrative departments and the related units, work out a preparatory emergency plan for dealing with the sudden incidents of subway operation, report it to the municipal government and put it into practice after approval.
An operation unit shall work out an advance emergency management plan for dealing with the sudden incidents of subway operation, report it to the municipal emergency command center, departments of transportation, public security, etc. for record.
Article 37 If there is a natural disaster, safety accident, or other sudden incident in the process of subway operation, an operation unit shall organize evacuation, risk removal, rescue and take other emergency measures according to the advance emergency management plan for dealing with sudden incidents, and report to the people's government of the place where the incident occurs and also the related department of the municipal government according to the rules.
The related departments of the municipal government, the people's government of the place where the incident occurs and the related units which have received reports shall take an emergency action according to the preparatory emergency plan for dealing with sudden incidents.
Article 38 If the increase in the flow of subway passengers is so rapid that it endangers the safe operation, an operation unit shall promptly adjust the operation plan; If there is no way to make an effective adjustment or the flow of passengers still cannot be dispersed after an adjustment, the operation unit shall take temporary measures to limit the flow of passengers in order to guarantee the safety of operation.
Article 39 If there is a natural disaster or other sudden incident and it is difficult to guarantee the safety of operation by taking other measures, an operation unit may temporarily suspend the whole operation or the operation in some sections, but this action shall be announced to the public and reported to the municipal department of transportation.
When the situation causing the suspension of operation disappears, operation shall be resumed promptly.
Article 40 If a casualty accident occurs in the process of subway operation, it shall be handled according to the principle that the injured shall be rescued first, normal operation shall be resumed, and the accident settlement shall be dealt with later.
Chapter VI Legal Liabilities
Article 41 If an operation unit has failed to discharge the duties of safe operation in violation of the related laws, regulations or rules, the municipal department of transportation or other administrative departments shall order correction by a deadline, impose penalties according to law; the related responsible persons shall be punished according to law.
Article 42 If the quality of services or service facilities of an operation unit does not meet the stipulated standards, the municipal department of transportation shall put forward a proposal of improvement or give a warning; in case of refusal of improvement, a fine of more than 10,000 but less than 30,000 RMB shall be imposed according to the seriousness of circumstances; if the public interests are seriously affected, it shall be dealt with according to the related rules.
Article 43 If an operation unit has taken one of the following acts, the municipal department of transportation shall order correction by a deadline; in case of refusal of correction, a fine of more than 1,000 but less than 5,000 RMB shall be imposed according to the seriousness of circumstances:
（1） failing to proclaim, bulletin, or announce the related matters;
（2） refusing to accept supervision and inspection;
（3） failing to provide the related materials, reports according to these measures;
（4） failing to handle complaints according to these measures.
Article 44 In case of violation of Items （1）, （2）, （3）, （4）, （5）, （6）, （7）, （10） of Article 18 of these measures, the municipal department of transportation shall order correction and impose a fine of more than 500 but less than 1,000 RMB; in case of punishment with respect to public security, a public security office shall deal with it according to law; if a crime has been constituted, a judicial office shall investigate into the criminal responsibility according to law.
In case of violation of Item （5） of Article 28 or Items （6）, （7）, （8）, （9） of Article 29 of these measures, the municipal department of transportation shall order correction and impose a fine of more than 200 but less than 500 RMB.
Article 45 In case of violation of these measures when operating within the subway safety protection areas, the municipal department of planning or the municipal department of construction shall order correction by a deadline and impose a penalty according to law.
Article 46 In case of violation of Item （8） of Article 18, Items （1）, （2） of Article 28 or Item （5） of Article 29 of these measures, a public security office shall punish according to law.
Article 47 In violation of Item （9） of Article 18 or Items （3）, （4） of Article 28, the municipal department of urban management shall order correction and impose a fine of more than 100 but less than 500 RMB.
Article 48 In case of violation of Items （1）, （2）, （3） of Article 29 of these measures, the municipal department of urban management shall order cleaning and impose a fine of more than 50 but less than 200 RMB.
Article 49 In case of violation of Item （4） of Article 29, the municipal department of urban management shall order correction and impose a fine of 1,000 RMB per square meter of the area which is occupied.
Article 50 The related municipal departments of transportation, urban management, etc. may entrust the office of subway operation safety management with implementation of disciplinary sanctions against the acts which jeopardize the safety of subway operation, impair the operation services, and disrupt the operation order.
Article 51 If the personnel of the related government departments and operation units neglect duties, abuse power, practice favoritism and engage in irregularities, disciplinary sanction shall be imposed according to law; if a crime has been constituted, a judicial office shall investigate into the responsibility according to law.
Chapter VII Supplementary Provisions
Article 52 These measures shall take effect as of December 28, 2004