1, consumers need to buy, use goods or receive services for daily consumption consultation and complaints;
2, selling fake and shoddy goods, false propaganda, unfair competition or other acts in violation of regulatory laws and regulations;
3, involving food, medicine, medical equipment, cosmetics, consumer goods, special equipment quality and safety, product prices, intellectual property rights and other aspects of complaints and reports.
123 15 is the customer service hotline in China. The following is its complaint scope and complaint process:
1. Complaint scope: 123 15 The complaint scope includes commodity quality, service quality, price, advertisement, contract, intellectual property rights, consumer rights protection and other fields;
2. Call 123 15: Consumers can call 123 15 to enter the complaint hotline;
3. Providing complaint information: According to the voice prompt, provide complaint information, including the specific content of the complaint, the object of complaint, contact information, etc.
4. Obtain the complaint number: After submitting the complaint information, the system will automatically generate the complaint number and inform the consumer;
5. Transfer to relevant departments: transfer the complaint information to relevant departments for processing, and the relevant departments will investigate the complaint and give treatment opinions;
6. Processing result: The consumer will receive feedback on the processing result, including the solution and the compensation amount. If consumers are not satisfied with the results, they can continue to report to relevant departments or seek other ways to solve the problem.
To sum up, in the process of complaint, consumers should provide true and accurate complaint information and cooperate with relevant departments to investigate and deal with it. At the same time, consumers can also consult related questions through 123 15 to obtain information about consumer rights protection.
Legal basis:
Article 7 of the Law of People's Republic of China (PRC) on the Protection of Consumer Rights and Interests
Consumers have the right to protect personal and property safety when purchasing and using commodities and receiving services.
Consumers have the right to demand that the goods and services provided by business operators meet the requirements of protecting personal and property safety.
Article 39
Disputes over consumers' rights and interests between consumers and business operators can be resolved through the following channels:
(a) negotiated settlement with the operator;
(2) Requesting consumers' associations or other mediation organizations established according to law to mediate;
(three) to complain to the relevant administrative departments;
(four) according to the arbitration agreement reached with the operator, submit it to an arbitration institution for arbitration;
(5) bring a lawsuit to the people's court.
Article 46
If a consumer complains to the relevant administrative department, the department shall handle it within seven working days from the date of receiving the complaint and inform the consumer.