Which departments accept consumer complaints and reports, and what are the channels for accepting consumer complaints and reports

The departments in my country that accept product quality issues include the industrial and commercial administration department, the quality and technical supervision department, and the consumer associations, enterprise authorities, commodity inspection departments and people’s courts.

In terms of product quality supervision and inspection, the State Council has clearly divided the work between the State Administration for Industry and Commerce and the State Bureau of Quality and Technical Supervision as follows:

1. In the fields of production and circulation, all products Quality responsibility issues are investigated and dealt with by the State Administration of Quality and Technical Supervision and its affiliated quality and technical supervision agencies at all levels; if assistance from the industrial and commercial administrative authorities is needed, the industrial and commercial administrative authorities will provide cooperation.

2. If illegal acts of producing and distributing adulterated or counterfeit products are discovered during market management and trademark management, the industrial and commercial administration agencies will investigate and deal with them, and the quality and technical supervision departments will cooperate.

3. Any act of reselling or deceptively selling inferior goods in the market shall be investigated and punished by the industrial and commercial administrative authorities; if assistance from the quality and technical supervision department is required, the quality and technical supervision department shall to assist. Anything discovered by the quality and technical supervision department will be investigated and dealt with by the quality and technical supervision department; if assistance from the industrial and commercial administrative authorities is needed, the industrial and commercial administrative authorities will provide assistance. The same problem cannot be dealt with repeatedly.

Consumer associations are social organizations that protect the interests of consumers. They cover a wide range of areas and are affiliated with the industrial and commercial administration departments. It is easier to solve problems. Therefore, after consumers find problems after purchasing goods, they can contact Consumer Association.

The enterprise competent department is the superior administrative unit of the enterprise and directly controls the subordinate enterprises. Complaining to it about quality issues can be easily resolved.

For product quality problems that are difficult to solve, consumers can also directly file lawsuits in the People's Court. Legal knowledge: Which departments accept consumer complaints and reports?

Compulsory consumption is imposed on consumers without their consent. For example, if you go to a restaurant to eat, you will be charged for disinfection, and you will be charged for use without consent. Tableware, this constitutes an infringement under the Consumer Rights Protection Law, and should be subject to corresponding civil liability, including: apology, return of consumption money, or double compensation for the actual losses caused to consumers, etc. Of course, this kind of law The realization of responsibility requires consumers to resort to law. If they do not take the initiative, state agencies will generally not take the initiative, because this kind of appeal needs to be initiated by the infringed object (citizen). In addition, they should also bear corresponding administrative responsibilities (also a type of legal liability). If consumers report to the relevant administrative law enforcement departments, such as the Administration for Industry and Commerce, or the administrative law enforcement brigade, the relevant enterprises or organizations can be administratively prosecuted for this behavior. be punished, or ordered to make corrections within a time limit. What needs to be added is that there should be corresponding evidence to realize the above two legal responsibilities. Consumer complaint reporting hotline

12315 What consumer complaints does the Consumer Association accept?

Core tip: In Shenzhen, the Consumer Association will not accept all complaints. Only complaints that comply with the provisions of the "Consumer Rights Protection Law of the People's Republic of China" will be accepted. Below, the editor of Legal Express will give you a detailed introduction to the scope of consumer complaints accepted by consumer associations. 1. The following complaints should be accepted: (1) In accordance with the nine provisions of the "Consumer Rights Protection Law of the People's Republic of China" on "Consumer Rights", complaints about consumer damage shall be accepted; (2) In accordance with the "Consumer Rights Protection Law" According to the ten provisions of the "Operators' Obligations" in the Consumer Rights Protection Law of the People's Republic of China, we accept complaints from consumers about operators' failure to fulfill their legal obligations; (3) Accept farmers' purchases and use directly for agriculture. Complaints about damage to the rights and interests of production materials such as seeds, fertilizers, pesticides, agricultural films, and agricultural machinery.

2. The following complaints will not be accepted: (1) Disputes regarding purchasing and selling activities between operators; (2) Disputes involving private transactions between individual consumers; (3) Products exceeding the specified warranty and guarantee period; ( 4) The product is marked as a "disposable product" (except if there is no true explanation of the reason for disposal); (5) Failure to install, use, store, or dismantle the product in accordance with the product instructions, resulting in damage to the product or personal injury; (6) Being The complaining party is not clear; (7) The dispute has reached a mediation agreement and has been implemented, and there are no new circumstances or new reasons; (8) The court or relevant administrative department has accepted the investigation and handling; (9) It is not in compliance with national laws, relevant regulations. 3. The following situations will be accepted as appropriate: (1) When encountering the situations listed in Articles 36, 37, 38, and 39 of the "Consumer Rights and Interests Protection Law of the People's Republic of China", the complainant cannot provide clear information about the respondent at the time. , consumers should actively assist consumers in checking who is responsible, and if they can be identified, they should be accepted. (2) For complaints about personal or property damage caused by product defects, the complainant can be informed to retain the scene and evidence and file a lawsuit with the People's Court as soon as possible. If a complaining consumer insists on requiring mediation by the Consumers Association, he or she may refer to the relevant provisions of the Civil Procedure Law of the People's Republic of China. (3) If the complaint needs to be handled by the administrative department according to the content of the complaint and relevant regulations, it is recommended that consumers directly appeal to the relevant administrative department. If a complaint has been submitted to the relevant administrative department, but it is not resolved for a long time or only the operator is punished and the loss is not recovered from the consumer, and the consumer complains to the Consumers Association, the Consumers Association can report and inquire to the relevant administrative department and make suggestions. (4) Other responsibilities assigned to the "Consumers Association" shall be implemented in accordance with local regulations. Scope of accepting consumer complaints

(1) The following complaints should be accepted

1. In accordance with the nine provisions of the Consumer Law on "Consumers' Rights", we accept complaints about consumer harm.

2. According to the 10 provisions of the "Consumer Law" on "Operators' Obligations", we accept complaints from consumers about operators' failure to perform legal obligations.

3. Accept complaints about farmers’ rights and interests being harmed when they purchase and use production materials such as seeds, fertilizers, pesticides, agricultural films, and agricultural machinery that are directly used in agricultural production.

(2) The following complaints will not be accepted

1. Disputes between operators regarding purchasing and selling activities;

2. Consumer private transaction disputes;

3. The product exceeds the specified warranty period and guarantee period;

4. The goods exceed those marked as "processed goods" (except for those without a true explanation of the reasons for processing);

5. Failure to install, use, store, or dismantle the product in accordance with the product instructions, resulting in damage to the product or personal injury;

6. The respondent is unclear;

7. The parties to the dispute have reached a mediation agreement and have implemented it, and there are no new circumstances or new reasons;

8. The court, arbitration institution or relevant administrative department has accepted the investigation and handling;

9. Does not comply with relevant provisions of national laws and regulations.

Which department should consumer complaints be directed to?

The Industrial and Commercial Bureau has control, but depending on what you want to complain about, you can also contact the Consumer Association and the consumer complaint hotline: 12315

The next step is to make the distinction more clear:

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Consumers can complain to the Consumer Association if they have any questions about the quality of products or services. Consumers can complain to 12315 if theft occurs when purchasing goods or staying in a hotel, or if they are personally injured. In addition, consumers have the right to know the specific conditions of a certain product or service. If a merchant does not clearly state the actual price or passes it off as a shoddy product, consumers can complain to the Consumer Council and demand reasonable compensation from the merchant. It is worth mentioning that this compensation not only refers to compensation in kind or the service itself, but also includes spiritual compensation.

Guangdong Provincial Consumer Council phone number: 85592315 Guangzhou Municipal Consumer Council phone number: 85596315

Consumers can call the hotline to complain if they have any problems with gas supply and services. For example, pipeline gas obstruction, untimely supply of liquefied gas, etc. Pipeline Gas Complaint Department: 87766520 Liquefied Gas Complaint Department: 83818373 Zhoumen Station: 81819631 Xicun Station: 86504863 Jianshe Erma Road Station: 83821175 Siyou Station: 87375701 Shahe Station: 87714287 Changgang Station: 84448229 Jiangnan West Station: 84393861 Baqi Erma Road Station : 83876546 Corporate Consumer Complaint Acceptance System

Rules and Regulations for Accepting Customer Complaints

1. The manager on duty is the first person to accept complaints. After receiving complaints from customers, we should deal with them in a timely manner within the scope of our permission, and report any complaints that exceed the permission to the office quickly.

2. After receiving a complaint from a customer, the attitude should be sincere, patient and calm.

3. Express sympathy from the guest’s perspective and try to shorten the emotional distance with the guest.

4. Understand the reasons for customer complaints and requirements, and inform customers of the need for investigation and approximate waiting time. Investigate carefully and carefully, and do not shirk or prevaricate guests.

5. When handling all complaints, try to avoid handling them in places with many customers.

6. When interacting with guests alone, be friendly and avoid quarrels or debates.

7. If the complaint is caused by the customer's misunderstanding or lack of understanding of the company's relevant regulations, explain tactfully, eliminate the misunderstanding, and communicate with the customer.

8. After clearly investigating the facts and proposing solutions, patiently inform the guests and solicit their opinions on the solutions.

9. Depending on whether the company should bear responsibility and the extent of the responsibility, give appropriate discounts or give away food and drinks to guests.

10. Do a good job in handling the aftermath of complaints. Each complaint record of the company should be submitted to the office for archiving.

11. Classify and organize complaints, analyze them regularly, and promptly propose improvement measures for tendentious issues to improve service quality.

I hope the above answers are helpful to you! Which department should consumer complaints go to?

Consumers can complain to the Consumer Association if they have any questions about product or service quality. Consumers can complain to 12315 if theft occurs when purchasing goods or staying in a hotel, or if they are personally injured. In addition, consumers have the right to know the specific conditions of a certain product or service. If a merchant does not clearly state the actual price or passes it off as a shoddy product, consumers can complain to the Consumer Council and demand reasonable compensation from the merchant. It is worth mentioning that this compensation not only refers to compensation in kind or the service itself, but also includes spiritual compensation. Which consumer complaints are not within the scope of 12315?

12315 consumer complaints and reports are not within the scope of acceptance.

6. Scope of non-acceptance or termination of acceptance:

(1) The goods have passed the shelf life or warranty period, and the respondent is no longer liable for breach of contract;

(2) The mediation agreement is reached and implemented, and there are no new circumstances or new reasons;

(3) The court, arbitration institution or other administrative agency has accepted or handled it;

(4) It has been more than one year since the consumer knew or should have known that his or her rights and interests had been infringed upon;

(5) The consumer cannot prove that his or her rights and interests have been infringed upon;

(6) There is no clear respondent and address;

(7) The consumer has no specific complaint request, facts and reasons;

(8) The respondent has explained in advance the defects in the performance of the product;

(9) Disputes over purchase and sale activities between operators;

(10) Disputes between individual consumers Private transactions among customers;

(11) Purchase of goods that are "disposable goods"; (12) Failure to install, use, store or disassemble the goods according to the instructions for use The movement causes damage to the goods or personal injury;

(13) The operator has been logged out or has had his business license revoked; (14) The operator does not comply with national laws and administrative regulations Laws and regulations;

(15) Beyond the scope of powers of the industrial and commercial administrative organs.