1, 7 days at most.
2. According to Article 15 of the Measures for Handling Consumer Complaints by the Administrative Department for Industry and Commerce, the administrative department for industry and commerce with jurisdiction shall handle the complaint within seven working days from the date of receiving it, and inform the complainant:
(1) Accept the complaints that meet the requirements and inform the complainant;
(2) Do not meet the requirements of the complaint will not be accepted, and inform the complainant of the reasons for not accepting.
Second, 123 15 related knowledge
"123 15" consumer complaint hotline and national internet platform.
1999 19 On March 5, 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 for consumer complaints and reports throughout the country. The national 123 15 internet platform was officially launched on March 20 17. This is another important measure to promote "Internet+government services", which indicates that the consumer rights protection work of China's industrial and commercial and market supervision departments has entered the internet plus era.
20 19 February 28th, official website, People's Republic of China (PRC), the State Administration of Market Supervision issued the Opinions of the General Administration of Market Supervision on Integrating the Construction of 123 15 Administrative Law Enforcement System to Better Serve Market Supervision and Law Enforcement. Before the end of 2020, the telephone number of market supervision complaints is 123 15.
Third, online shopping complaint channels
If you encounter fraud or disputes in online shopping, you can choose the following ways to protect consumers' rights and interests.
The website platform complains that all major shopping websites have their own customer service departments to handle all kinds of transaction disputes. Consumers can provide fake and shoddy products photos, chat records, transaction records and other related records to the website, and make complaints or reports. If there are criminal suspects, major shopping websites will also report the situation to the public security organs in time.
Once the online report encounters online shopping fraud, it should be reported to the public security department in time. In order to prevent more consumers from being deceived, deceived consumers should report to the public security department in time and ask the public security department to check the website and the liar's mobile phone and bank account. Consumers can report or call the police to the network supervision office of the local public security bureau.
Consumers association complaints are the same as ordinary goods. If there is a consumer dispute about online shopping goods, you can also complain to the provincial and municipal consumer associations. For the risk of online shopping, the staff reminded consumers to ask for shopping vouchers or save relevant evidence (including electronic version) as much as possible. The actual distributors of online shopping are mostly foreign companies, so pay attention to check the public seal of the bill when receiving the goods. If there is any dispute over the purchased goods, you should complain to the relevant departments where the bill stamping unit is located according to the principle of territorial jurisdiction. It is worth mentioning that from June 2065438 to June 2006, the National Consumers Association launched the green channel (through train) for consumer rights protection in e-commerce of China Consumers Association. When consumers' online shopping is infringed and cannot reach a settlement with the merchants, they can complain to the provincial, municipal and district consumers' associations nearby, and the consumers' associations will feed back to the involved e-commerce platform. Consumers will encounter online shopping disputes again in the future. As long as you complain to the Consumers Association nearby, the Consumers Association will input the complaint information into the system and feed it back to the relevant e-commerce platform. The e-commerce platform will handle the refund, and the cases that cannot be reconciled will be handled by the Consumers Association. According to the regulations, e-commerce enterprises or platforms should handle consumer complaints handed over by consumer associations within 7 working days. If it is not handled within 7 working days, the Consumers Association will supervise it, and the e-commerce enterprise or platform should handle it within 3 working days after supervision.
legal ground
Law of the People's Republic of China on Protection of Consumer Rights and Interests
Article 6 It is the common responsibility of the whole society to protect the legitimate rights and interests of consumers. The state encourages and supports all organizations and individuals to conduct social supervision over acts that harm the legitimate rights and interests of consumers. The mass media should do a good job in propaganda to safeguard the legitimate rights and interests of consumers, and conduct public opinion supervision over acts that harm the legitimate rights and interests of consumers.