1. After the consumer complains to 12315, the consumer association will organize the merchants to negotiate and solve it. If the negotiation between merchants and consumers is not good, the Consumers Association will report the matter to the industrial and commercial administration.
2. the administration for industry and commerce will investigate the behavior of merchants and impose administrative penalties on merchants (enterprises and merchants) according to the investigation results. Including revocation of business license, fine, confiscation of illegal income, order to suspend business and so on.
3. Consumers may bring a civil lawsuit to the merchants (enterprises and merchants) in court, demanding various compensations from the merchants. The information comes from the Internet.
1. Procedures for reporting consumer complaints:
1. Reception. 12315 Consumer Complaint Reporting Center shall seriously receive complaints, appeals and reports made by consumers by telephone, in written form, on the Internet or by visiting.
2. register. Complaints, complaints and reports to consumers should be registered, and the name, unit name, telephone number, postal code, illegal facts and relevant clues and evidence of the accused should be recorded in detail; The name, address and appeal requirements of the complainant should be carefully recorded.
3. accepted. Complaints, appeals and reports that fall within the functions and powers of the administrative authorities for industry and commerce shall be accepted in accordance with the Consumer Protection Law and other administrative regulations for industry and commerce.
4. processing. Cases with clear facts and simple circumstances that are suitable to be investigated and dealt with on the spot by summary procedures shall be handled by the local industrial and commercial office in a timely manner; Cases that need to be put on file for investigation shall be handled by the relevant functional agencies according to the internal division of responsibilities of the administrative department for industry and commerce.
Second, the scope of acceptance of the 12315 hotline
1. The act of manufacturing and selling fake and shoddy goods;
2. Smuggling and bootlegging;
3. unfair competition;
4. Violation of industrial and commercial laws and regulations such as contracts, trademarks and advertisements;
5. other economic violations under the jurisdiction of the administrative department for industry and commerce.
legal basis: article 15 of the law of the people's Republic of China on the protection of consumers' rights and interests, consumers have the right to supervise goods and services and the protection of consumers' rights and interests. Consumers have the right to report and accuse violations of consumers' rights and interests and the illegal and dereliction of duty of their staff in protecting consumers' rights and interests, and have the right to criticize and make suggestions on protecting consumers' rights and interests.