1, reception. 12315 Consumer Complaint and Reporting Center will seriously receive telephone, written form, Internet platform and visits and other forms of complaints and reports;
2, registration. Registration of complaints and reports on the content of complaints and reports on the telephone recording;
3, acceptance. Belong to the industrial and commercial administrative organs within the competence of the complaint and report, will be accepted; 4, analyze the specific situation, so that different departments to deal with; 5, reply. Mediation in accordance with the prescribed procedures to inform the complainant of the specific results.
12315 Consumer Complaint and Reporting Center, station should be seriously received by consumers by telephone, in writing, the Internet or visits and other forms of complaints, reports. Complaints and reports to be registered, complaints and reports on the phone to be recorded. Belong to the industrial and commercial administration within the purview of the complaint, decided to accept.
The facts are clear, the circumstances are simple, suitable for simple procedures for on-the-spot investigation and handling of the case, by the receiving organ or jurisdiction of the industrial and commercial office to deal with timely; need to file cases for investigation and handling of the case, according to the industrial and commercial administrative organs of the division of internal responsibilities, by the relevant functional institutions. For civil disputes over consumer rights and interests, the industry and commerce administrative organs shall carry out mediation in accordance with the relevant provisions. The person who receives the call shall answer the call correctly, and if he/she cannot answer the call, he/she shall explain the situation or tell him/her to go to the relevant department for counseling. Complaints and reports that do not fall within the jurisdiction of the administration for industry and commerce, explain the situation to the complainant, or according to the views agreed with the relevant departments, the transfer of the relevant departments to deal with.
12315 scope of acceptance:
1, consumers for life consumption needs to buy, use the goods or accept the service of advice, complaints;
2, on the sale of counterfeit and shoddy goods, false advertising, unfair competition, or other violations of market supervision and administration of laws and regulations of the report;
3, related to food, drugs, medical equipment, Cosmetics, consumer goods, special equipment, quality and safety, as well as product prices, intellectual property rights and other aspects of illegal behavior complaints.
Legal basis:
"Chinese People's Republic of China Law on the Protection of Consumers' Rights and Interests"
Article 39: Where a dispute arises between a consumer and an operator concerning a consumer's rights and interests, it may be resolved through the following means:
(a) Negotiation and settlement with the operator;
(b) Request for a settlement by a consumer association or other mediation organization established in accordance with the law. Association or other mediation organizations established in accordance with the law;
(3) to the relevant administrative departments;
(4) according to the arbitration agreement with the operator to arbitration institutions;
(5) to the people's court litigation.