ICS03.080.30

CCSA16

中華人民共和國國家標(biāo)準(zhǔn)

GB/T45653—2025

新能源汽車售后服務(wù)規(guī)范

Specificationforafter?salesserviceofnewenergyvehicle

2025?04?25發(fā)布2025?11?01實(shí)施

國家市場監(jiān)督管理總局

國家標(biāo)準(zhǔn)化管理委員會發(fā)布

GB/T45653—2025

目次

前言··························································································································Ⅲ

1范圍·······················································································································1

2規(guī)范性引用文件········································································································1

3術(shù)語和定義··············································································································1

4基本要求·················································································································1

4.1基本條件···········································································································1

4.2經(jīng)營場所···········································································································2

4.3人員要求···········································································································2

5服務(wù)要求·················································································································2

5.1通則·················································································································2

5.2保養(yǎng)及維修維護(hù)服務(wù)····························································································2

5.3充電服務(wù)···········································································································3

5.4換電服務(wù)···········································································································3

5.5汽車救援服務(wù)·····································································································4

5.6遠(yuǎn)程服務(wù)···········································································································4

5.7客戶關(guān)懷服務(wù)·····································································································5

6服務(wù)跟蹤處理···········································································································5

7服務(wù)評價與改進(jìn)········································································································5

7.1服務(wù)評價···········································································································5

7.2評價內(nèi)容···········································································································5

7.3服務(wù)改進(jìn)···········································································································5

參考文獻(xiàn)·····················································································································6

Ⅰ

GB/T45653—2025

前言

本文件按照GB/T1.1—2020《標(biāo)準(zhǔn)化工作導(dǎo)則第1部分：標(biāo)準(zhǔn)化文件的結(jié)構(gòu)和起草規(guī)則》的規(guī)

定起草。

請注意本文件的某些內(nèi)容可能涉及專利。本文件的發(fā)布機(jī)構(gòu)不承擔(dān)識別專利的責(zé)任。

本文件由全國服務(wù)標(biāo)準(zhǔn)化技術(shù)委員會（TC264）提出并歸口。

本文件起草單位：中國標(biāo)準(zhǔn)化研究院、中國石油天然氣股份有限公司規(guī)劃總院、上汽通用五菱汽車

股份有限公司、國家市場監(jiān)督管理總局缺陷產(chǎn)品召回技術(shù)中心、內(nèi)蒙古師范大學(xué)、中國標(biāo)準(zhǔn)化協(xié)會、

華奧安心技術(shù)服務(wù)（集團(tuán)）股份有限公司、杭州網(wǎng)蘭科技有限公司、浙江大學(xué)濱江研究院、安徽深向科技

有限公司、上汽通用汽車有限公司、重慶市質(zhì)量和標(biāo)準(zhǔn)化研究院、北京真功夫新能源汽車科技有限公

司、中國計量大學(xué)、三亞學(xué)院、上海迪璞電子科技股份有限公司、上海泉辛新能源汽車服務(wù)有限公司、

四川凱新中智科技有限公司、北京科技大學(xué)、特斯拉（上海）有限公司、極氪智能科技（杭州）有限公司、

寧德時代新能源科技股份有限公司。

本文件主要起草人：萬福軍、周幸窈、付強(qiáng)、劉娜、王巧慧、張雨辰、李東海、王蒙湘、刁子朋、程永紅、

張砼、仇玄、沈偉、許可飛、沈詩婧、趙博、王琳、陳婷婷、沈劍、蓋方、蘇鐵、劉欣、劉明藝、娜木樂、林甄、

孫文福、賀興、萬科、李想、胡潔、顏鷹、張利、任天一、劉長峰、張執(zhí)玉、洪吉超、王戎、高攀、葉林輝、劉利、

薛鈞成、李偉。

Ⅲ

GB/T45653—2025

新能源汽車售后服務(wù)規(guī)范

1范圍

本文件規(guī)定了新能源汽車售后服務(wù)的基本要求、服務(wù)要求、服務(wù)跟蹤處理、服務(wù)評價與改進(jìn)。

本文件適用于純電動汽車、插電式混合動力電動汽車等新能源汽車的售后服務(wù)，其他類型新能源

汽車售后服務(wù)可參照使用。

2規(guī)范性引用文件

下列文件中的內(nèi)容通過文中的規(guī)范性引用而構(gòu)成本文件必不可少的條款。其中，注日期的引用文

件，僅該日期對應(yīng)的版本適用于本文件；不注日期的引用文件，其最新版本（包括所有的修改單）適用于

本文件。

GB/T17242投訴處理指南

GB/T32960（所有部分）電動汽車遠(yuǎn)程服務(wù)與管理系統(tǒng)技術(shù)規(guī)范

GB/T36686汽車售后服務(wù)規(guī)范

GB/T37293—2019城市公共設(shè)施電動汽車充換電設(shè)施運(yùn)營管理服務(wù)規(guī)范

GB39752電動汽車供電設(shè)備安全要求

GB/T40855電動汽車遠(yuǎn)程服務(wù)與管理系統(tǒng)信息安全技術(shù)要求及試驗方法

GB/T44132車用動力電池回收利用通用要求

GB44496汽車軟件升級通用技術(shù)要求

GB/T44510新能源汽車維修維護(hù)技術(shù)要求

3術(shù)語和定義

GB/T36686界定的以及下列術(shù)語和定義適用于本文件。

3.1

新能源汽車售后服務(wù)after?salesserviceofnewenergyvehicle

為滿足消費(fèi)者對新能源汽車產(chǎn)品正常使用的要求，通過與消費(fèi)者以及所售新能源汽車產(chǎn)品的接

觸，為其提供保養(yǎng)、維修維護(hù)、充換電、汽車救援、遠(yuǎn)程服務(wù)和其他技術(shù)服務(wù)的過程。

4基本要求

4.1基本條件

從事新能源汽車售后服務(wù)的經(jīng)營者應(yīng)滿足但不限于以下要求：

a）取得新能源汽車