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When accepting consumer complaints, consumer associations shall follow the principle of giving priority to regional jurisdiction and giving priority to hierarchical jurisdiction:
(1) Complaints against consumers shall be handled by the county-level consumer association or its subordinate branch where the defendant is located; Where the defendant's location is inconsistent with his habitual residence, it shall be handled by the county-level consumer association or its subordinate branch in his habitual residence.
(2) If the case involves two or more county-level jurisdictions, it shall be handled by the consumer association of the same name at the next higher level (municipal or provincial level).
(3) If the case involves two listed consumer associations, it shall be handled by the Provincial Consumers Association; The provincial consumer association may entrust any consumer association within its jurisdiction to handle the complaints that have been accepted.
(4) Letters and online complaint cases received by provincial consumers' associations can be directly transferred to local consumers' associations, and major and difficult complaint cases can be directly accepted.
(5) If a foreign consumer complains about a domestic business operator, it shall be handled by the consumer association at the county level where the respondent is located; Disputes arising from consumers' consumption in Shanghai, Jiangsu, Hong Kong and Macao in the province may be complained to the consumers' association where the consumers are located.
If a consumer complains about the complaint platform by letter, fax, SMS, e-mail or 123 15 website, it shall specify the contact information of the consumer, such as name, address and telephone number; The name and address of the respondent; The requirements, reasons and relevant factual basis of the complaint; Complaint date, etc. If a consumer complains by telephone or at home, the staff of the administrative department for industry and commerce shall record the information listed in the preceding paragraph.
The competent administrative department for industry and commerce shall, within seven working days from the date of receiving the consumer complaint, handle it and inform the complainant:
Accepting complaints that meet the requirements and informing the complainant;
Complaints that do not meet the requirements will not be accepted, and the complainant will be informed of the reasons for not accepting them.
After the administrative department for industry and commerce accepts consumer complaints, if the parties agree to mediation, the administrative department for industry and commerce shall organize mediation and inform the parties of the time, place and mediator of mediation.