Consultations and complaints from consumers who purchase and use goods or receive services for daily consumption; reports on the sale of counterfeit and shoddy goods, false propaganda, unfair competition or other violations of market supervision and administrative laws and regulations ; Complaints and reports on violations of laws and regulations involving the quality and safety of food, drugs, medical devices, cosmetics, consumer goods, special equipment, product prices, intellectual property rights, etc.
12315 Complaint Acceptance Scope: If consumers find that the goods or services they purchased are defective and endanger their personal or property safety, they can immediately report or complain to the relevant administrative departments. At this time, they can call 12315 to complain. Call and claim compensation from the seller or producer to safeguard your legitimate rights and interests.
Complaints about disputes over rights and interests between consumers and operators must meet the following conditions: within the jurisdiction of the administrative region; there is a clear respondent; there are specific complaint requests, facts and reasons; the complainant should be An interested party in a consumer dispute; the complaint period has not expired; it is within the jurisdiction of the industrial and commercial administration authorities; when making a complaint, he or she should state his or her name, address, phone number or other contact information and the name, address and phone number of the party being complained against, etc. .
“12315” consumer complaint reporting hotline and national Internet platform.
On March 15, 1999, the State Administration for Industry and Commerce, with the strong support of the former Ministry of Information Industry, decided to set up a dedicated telephone number nationwide to handle consumer complaints and reports.
The national 12315 Internet platform was officially launched on March 15, 2017. This is another major measure to promote "Internet + government services" and marks the entry of the consumer rights protection work of my country's industrial and commercial and market supervision departments into the Internet + era.
After dialing 12315, if you need to make a complaint or report, please answer the questions according to the staff's prompts, truthfully state the facts, reasons and request for the complaint, and state your name, address, and phone number. or other contact information and the name, address, and telephone number of the respondent.
In addition, there is a fee for dialing 12315. Consumer complaints are under the jurisdiction of the industrial and commercial administration authority where the operator is located. If the merchant is in a different place, the area code of the merchant’s location is +12315.
“12315 "It is the national industrial and commercial administration agency that relies on the "12315" hotline to accept consumer complaints and reports, mediate consumer rights disputes, investigate and deal with cases of infringement of consumer rights and economic violations such as the production and sale of counterfeit and shoddy goods, and supervise and manage the market and administrative law enforcement. An important job.
The working purpose of "12315" is to serve the people wholeheartedly, solve problems for the people, and provide consumers with warm, thoughtful and fast services.
The principle of "12315" work: adhere to administration according to law.
"12315" work style: agile response, quick action, pragmatic and efficient. "12315"
The purpose of "12315" work: to protect the legitimate rights and interests of consumers and operators, maintain the order of the market economy, and promote the healthy development of the national economy and social stability.
The commitment of "12315": all questions will be answered, all complaints will be answered, all falsehoods will be dealt with, all cases will be investigated, and all investigations will result. Reassure the government and satisfy the people.
"12315" working standards: fast consultation and response, fast acceptance of complaints, fast mediation and investigation, and fast information feedback.
The "four modernizations" of "12315" network construction: modernization of command, networked disposal, standardized management, and rapid action.
"Protection of Consumer Rights and Interests of the People's Republic of China" Law"
Article 39 If a consumer rights dispute arises between a consumer and an operator, it may be resolved through the following channels:
(1) Negotiate and reconcile with the operator;
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(2) Request mediation from a consumer association or other legally established mediation organization;
(3) Complain to the relevant administrative department;
(4) Basis and operation Submit the arbitration agreement reached by the parties to an arbitration institution;
(5) File a lawsuit with the People's Court.
Article 40: When consumers purchase and use goods, their legitimate rights and interests are affected. If the damage is caused, the seller may claim compensation from the seller. If the seller's compensation is the responsibility of the producer or other sellers who provided the goods to the seller, the seller has the right to seek compensation from the producer or other sellers.
If consumers or other victims suffer personal or property damage due to product defects, they may demand compensation from the seller or the producer. If it is the responsibility of the producer, the seller has the right to recover compensation from the producer after making compensation. If it is the responsibility of the seller, the producer has the right to recover compensation from the seller after making compensation.
Consumers whose legitimate rights and interests are harmed when receiving services may request compensation from the service provider.
Article 41 If a consumer's legitimate rights and interests are harmed when purchasing or using goods or receiving services due to the division or merger of the original enterprise, he or she may demand compensation from the enterprise that assumes its rights and obligations after the change.
Article 42: If an illegal operator uses another person’s business license to provide goods or services and damages the legitimate rights and interests of consumers, consumers may demand compensation from the operator or the holder of the business license. compensation.
Article 43 If consumers purchase goods or receive services at trade fairs or rental counters and their legitimate rights and interests are harmed, they may demand compensation from the seller or service provider. After the trade fair ends or the rental period of the counter expires, you can also claim compensation from the organizer of the trade fair and the lessor of the counter. The organizer of the trade fair and the lessor of the counter shall have the right to recover compensation from the seller or service provider.
Article 44 If consumers purchase goods or receive services through online trading platforms and their legitimate rights and interests are harmed, they may demand compensation from the seller or service provider. If the online trading platform provider cannot provide the real name, address and valid contact information of the seller or service provider, consumers may also request compensation from the online trading platform provider; if the online trading platform provider makes a commitment that is more beneficial to consumers , commitments should be fulfilled. After the online trading platform provider makes compensation, it has the right to seek compensation from the seller or service provider.
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