市场监管总局近日批准发布《租赁自行车交通服务规范 第2部分：互联网租赁自行车》国家标准，对互联网租赁自行车运营服务的全流程进行了规范1。该标准从服务人员、设施设备、租还车流程、用户信息保护等多个维度对运营企业提出具体要求，旨在引领运营企业优化服务、提升用户体验。
人员与设备配置要求
运营企业应配备停放秩序维护、调运、维修、保养、保洁等相关服务人员，并定期开展培训1。在设备方面，互联网租赁自行车车辆应具有唯一性编码，加装车载智能终端1。同时，运营管理信息平台需具备用户管理、车辆运行监控、运维人员管理、咨询投诉处理等功能1。
用户服务与信息管理规范
运营企业应在用户注册时告知不适合租车的人群、收费标准、充值退款流程、租还车方法、运营和禁停区域、投诉处理方式等重要信息1。企业还应设置24小时服务热线，并在用户移动终端软件的显著位置予以公示1。此外，运营企业必须对用户进行实名制登记注册，遵循最小必要原则采集用户信息1。在车辆停放管理上，运营企业应使用电子围栏等技术手段引导用户规范停放1。
China's market regulator has approved and released a new national standard governing internet-based bike-sharing services, establishing comprehensive guidelines for operational excellence across the entire service spectrum.1 The standard, titled "Rental Bicycle Traffic Service Specification Part 2: Internet Rental Bicycles," addresses service personnel management, facility and equipment configuration, rental and return procedures, user information handling, and vehicle deployment and parking practices.1
Operating companies must now staff their services with personnel dedicated to parking order maintenance, vehicle relocation, repair, maintenance, and cleaning, with mandatory regular training programs in place.1 Each bicycle must carry a unique identifier code and be equipped with an onboard smart terminal, while operators are required to maintain management platforms capable of user administration, vehicle operation monitoring, maintenance personnel oversight, and complaint handling.1 Additionally, companies must employ electronic geofencing and similar technological solutions to encourage users to park vehicles in designated areas.1
User protection and transparency requirements have also been strengthened under the new standard.1 Operating companies must conduct real-name registration of users while adhering to a principle of data minimization when collecting personal information.1 During the registration process, operators must disclose information about populations unsuitable for bike rental, pricing structures, deposit and refund procedures, rental methods, operational and prohibited parking zones, and complaint resolution channels.1 Furthermore, companies are obligated to establish 24-hour customer service hotlines and prominently display this contact information within their mobile applications.1
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