"123 15" consumer complaint hotline and national internet platform. The State Administration for Industry and Commerce, with the strong support of the former Ministry of Information Industry, decided to set up a special telephone for reporting consumer complaints throughout the country. The national 123 15 internet platform was officially launched. 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.
The State Administration of Market Supervision in People's Republic of China (PRC), official website issued the Opinions of the General Administration of Market Supervision on Integrating the Construction of 123 15 Administrative Law Enforcement System to Better Serve the Market Supervision and Law Enforcement. Before the end of 2020, the telephone number of market supervision complaints is 123 15.
After dialing 123 15, if you need to complain or report, you should answer the questions according to the staff's prompts, truthfully tell the facts, reasons and requirements of the complaint, and tell your name, address, telephone number or other contact information as well as the name, address and telephone number of the respondent. In addition, there is a charge for calling 123 15. Consumer complaint cases shall be under the jurisdiction of the administrative department for industry and commerce where the operator is located. For example, if a merchant needs the area code where the merchant is located in a different place, it is+123 15. 1, reception
"123 15" consumer complaint reporting (command) centers and stations shall seriously accept complaints and reports made by consumers by telephone, in writing, through the internet and through visits.
In principle, the time for accepting complaints and reports is local daily working hours. All localities can specify the specific time according to the actual situation and announce it to the public.
Step 2 register
Complaints and reports shall be registered. The name or unit name, telephone number, postal code, illegal facts, relevant clues and evidence of the accused informant shall be recorded in detail; The name, address, telephone number, postal code and appeal requirements of the complainant shall be carefully recorded. Informants who are unwilling to disclose their names and identities should respect their wishes. Telephone numbers of complaints and reports should be recorded.
Step 3 accept
Complaints and reports that fall within the functions and powers of the administrative department for industry and commerce shall be accepted in accordance with the Law on the Protection of Consumer Rights and Interests, the Interim Measures for the Administration for Industry and Commerce to Accept Consumer Complaints, and the Implementation Measures for the Administration for Industry and Commerce to Handle Consumer Complaints.
4. Processing
Cases with clear facts and simple circumstances, which are suitable for investigation by summary procedure on the spot, shall be handled by the accepting organ or the local industrial and commercial office in time; Cases that need to be put on file for investigation shall be handled by the relevant functional institutions in accordance with the internal division of responsibilities of the administrative department for industry and commerce.
The administrative department for industry and commerce shall mediate the complaints of consumer rights disputes belonging to civil disputes in accordance with relevant regulations.
For the consultation telephone, the accepting personnel should answer it correctly. If you can't answer, you should explain the situation or inform the relevant departments for consultation.
For complaints and reports that are not under the jurisdiction of the administrative department for industry and commerce, according to the opinions agreed with the relevant departments, explain the situation to the complainant or hand them over to the relevant departments for handling.
Step 5 answer
After the appeal case is mediated according to law, the complainant shall be informed in accordance with the prescribed procedures; Inform the results of handling the case and reply to the informant if necessary.