12315 Complaint Scope:
(1) Accept consumer complaints and reports within the jurisdiction of the industrial and commercial administrative authorities and within the scope authorized by superior authorities in accordance with the law.
(2) The following complaints and reports shall be accepted
1. Consumer goods purchased by consumers and groups are directly used for daily life and direct consumption by groups;
2. According to the ninth provision of the "Consumer Law" on "Consumers' Rights", the rights and interests of consumers are infringed;
3. According to the ten provisions of the "Consumer Law" on "Operators' Obligations" According to the provisions of this clause, the operator fails to perform its obligations;
4. In accordance with Article 50 of the "Consumer Law", acceptance of farmers' purchase and use of production materials directly used by farmers;
5. Producers, sellers, and repairers who violate the "Regulations on Responsibility for Repair, Replacement, and Return of Certain Goods";
6. Acts of unfair competition, smuggling, commercial fraud, and illegal Monopoly and other violations of industrial and commercial administrative laws and regulations;
7. Other laws and regulations that should be accepted.
Scope of acceptance of 12315
The scope of acceptance of 12315 is as follows: 1. Inquiries and complaints from consumers who purchase and use goods or receive services for daily consumption; 2. Regarding the sale of counterfeit and shoddy goods, Reports of false propaganda, unfair competition or other violations of regulatory and administrative laws and regulations; 3. Illegal activities involving the quality and safety of food, drugs, medical devices, cosmetics, consumer goods, special equipment, product prices, intellectual property rights, etc. Complain and report.
How to make a complaint in 12315
Call 12315. If you need to make a complaint or report, answer the questions as prompted by the staff, truthfully state the facts, reasons and request for the complaint, and state Provide your own name, address, phone number or other contact information and the name, address, and phone number of the party being complained.
According to the "Consumer Rights and Interests Protection Law"
Article 39
If consumers and operators have disputes over consumer rights and interests, they can use the following channels Resolution: (1) Negotiate and settle with the operator; (2) Request a consumer association or other legally established mediation organization for mediation; (3) Complain to the relevant administrative department; (4) Submit it to an arbitration institution according to the arbitration agreement reached with the operator Arbitration; (5) File a lawsuit in the People's Court.
Article 46
If a consumer complains to the relevant administrative department, the department shall handle it and inform the consumer within seven working days from the date of receipt of the complaint. .
Legal Basis
Article 7 of the "Consumer Rights and Interests Protection Law of the People's Republic of China" Consumers have the right to personal and property safety when purchasing and using goods and receiving services. The right to be harmed.
Consumers have the right to demand that the goods and services provided by operators meet the requirements for protecting personal and property safety.
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