1. registration and diversion of complaints and reports
1. complaints and reports are divided into oral complaints and written complaints and reports.
2. Oral complaints and reports: If complaints and reports are made to the 12315 platform by telephone or through the 12315 website, the operator will input the complaints into the 12315 administrative law enforcement system software and distribute them to the organizer.
3. Written complaints and reports: Complaints and reports submitted to our bureau by letters, faxes, emails, and other forms transferred or assigned by superiors and other departments are entered into the 12315 administrative law enforcement system software and distributed to the organizer.
4. Applicable documents: Consumer Complaint Registration Form and Notice of Consumer Complaint Distribution
2. Acceptance of consumer complaints
1. Time limit for handling: within 7 working days from the date when the county-level administrative department for industry and commerce receives the complaint materials.
2. Applicable documents: Notice of Accepting Consumer Complaints and Notice of Not Accepting Consumer Complaints
3. Complaint materials:
1. Consumer's name, address, telephone number and other information;
2. information such as the name, domicile (address) and telephone number of the respondent;
3. The factual basis, relevant demands and reasons of the complaint. Including the date and place of purchasing goods or receiving services; Commodity name, trademark, factory name, address, specification, model, quantity, price and service content, etc.; Infringement facts of the operator and the actual losses caused to consumers as well as relevant evidence (such as purchase vouchers, service vouchers, warranty vouchers, appraisal conclusions and other relevant supporting materials); Compensation and other rights protection requirements and their legal and regulatory basis; The negotiation with the operator;
4. If a consumer entrusts an agent to carry out complaint activities, it shall submit the original power of attorney and the identity certificate of the trustee. The power of attorney shall specify the entrusted matters, authority and time limit, and shall be signed by the consumer himself.
5. Withdrawal procedure: If the undertaking unit or the complaint reporting agency at a lower level finds that the complaint transferred or assigned by it is not under the jurisdiction of the unit, it shall be returned according to the original way of transfer and assignment within 2 working days, and the diversion unit will handle it again.
iii. mediation of consumer complaints
1. time limit for handling: the mediation of accepted consumer complaints shall be terminated within 7 working days from the date of receiving the complaint. Under special circumstances, you can apply for an extension and end the mediation within 6 days. If the parties to the dispute cannot reach a mediation agreement, the mediation shall be terminated.
2. If the complaint case under investigation cannot be handled within the prescribed time limit, mediation can be suspended after consultation with both parties, and the complainant will be informed of the administrative handling decision within 7 working days after the case is closed, and mediation can be restarted or terminated depending on the handling result.
3. Applicable instruments: Consumer Rights Dispute Mediation, Consumer Rights Dispute Mediation Agreement, Notice of Termination of Consumer Rights Dispute Mediation, Notice of Consumer Rights Dispute Mediation
Legal basis: Article 15 of the Consumer Rights Protection Law of the People's Republic of China, consumers have the right to supervise goods and services and the protection of consumer rights.
consumers have the right to report and accuse violations of consumers' rights and interests, as well as illegal and dereliction of duty of state organs and their staff in protecting consumers' rights and interests, and have the right to make criticisms and suggestions on the protection of consumers' rights and interests.