When consumers have quality problems in the goods they buy or are dissatisfied with the services they receive, they can complain to the Consumer Association or directly to the Consumer Association without consultation if negotiation fails. Complaints to consumer associations can be made in written and oral forms.
1. Written complaint
When consumers are busy with work and study and have no time to complain to consumers' associations, they can make a written complaint and send it by mail. First of all, you should specify the shopping time, store and store address. It would be better if you could write down the postal code and telephone number. At the same time, the name, brand, model, manufacturer, production date or expiration date of the goods shall be indicated. Then describe the time, process and service dissatisfaction of quality problems in detail, then clarify the reasons for thinking that there are quality problems or service problems, put forward specific requirements and explain whether they belong to the "three guarantees". Finally, write down your name, address, zip code, contact number, etc. The most important thing is to attach the purchase invoice (copy) and other documents with the letter. If the goods have special circumstances, it should also be explained, such as seasonal price reduction, clearance treatment, processed products, defective products, trial products, etc. For the reference of comrades who handle complaints by Consumers Association.
2. Oral complaints
Complaints about the quality of some goods involve letting the Consumers Association witness the quality problems of goods, so consumers must go to the place where the Consumers Association is located to complain. When making a complaint, bring vouchers such as invoices and physical objects. Then describe the cause and effect of the dispute orally, which can be roughly carried out in the order of written complaints. The questions received by the Consumer Council should be answered realistically, and whether it is a written complaint or an oral complaint, it must be objective, true and comprehensive. Finally, the consumer fills in the complaint form.
Second, the effective time to complain to the consumer association
The effective time of complaint or appeal to consumer associations and administrative organs has been stipulated in laws and regulations, that is, within 2 years after the dispute occurs.
However, consumers should complain to the Consumers Association in time after a dispute with the store, and don't delay it for too long, because the evidence may be lost after a long time. In addition, it is difficult to identify the quality problems of some commodities that are not suitable for long-term storage. In particular, the implementation of the "three guarantees" of goods, once the "three guarantees" period has passed, it will increase the difficulty of resolving disputes. Therefore, in the event of a consumer dispute, consumers should promptly complain to the consumer association.
Third, the legal basis for complaints to consumers' associations
Article 37 of the Law of People's Republic of China (PRC) on the Protection of Consumer Rights and Interests
Consumers' associations shall perform the following public welfare duties:
(a) to provide consumers with consumption information and consulting services, improve the ability of consumers to safeguard their legitimate rights and interests, and guide civilized, healthy, resource-saving and environment-friendly consumption patterns;
(two) to participate in the formulation of laws, regulations, rules and mandatory standards related to the rights and interests of consumers;
(three) to participate in the supervision and inspection of goods and services by the relevant administrative departments;
(four) to reflect, inquire and make suggestions to the relevant departments on issues related to the legitimate rights and interests of consumers;
(five) to accept consumer complaints, and to investigate and mediate the complaints;
(six) complaints involving the quality of goods and services, you can entrust a qualified appraiser to identify, the appraiser shall inform the expert opinion;
(seven) to support the injured consumers to bring a lawsuit against acts that harm the legitimate rights and interests of consumers or to bring a lawsuit in accordance with this law;
(eight) through the mass media to expose and criticize acts that harm the legitimate rights and interests of consumers.
People's governments at all levels shall provide necessary funds and other support for consumer associations to perform their duties.
Consumers' associations should conscientiously perform their duties of protecting the legitimate rights and interests of consumers, listen to their opinions and suggestions, and accept social supervision.
Other consumer organizations established according to law shall carry out activities to protect the legitimate rights and interests of consumers in accordance with the provisions of laws and regulations and their articles of association.
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