I. Functions of 12345 Consumer Complaint Platform
12345 consumer complaint platform provides a bridge for consumers to communicate with the government. When consumers encounter problems such as product quality, after-sales service and price fraud during shopping or consumption, they can call this hotline to make complaints. Platform staff will record consumer complaints and hand them over to relevant departments for handling. At the same time, the platform will also provide consumers with relevant legal and policy advice to help them understand their rights and interests and ways to safeguard their rights.
Second, the complaint handling process and effect
After the consumer calls the hotline 12345, the platform will classify the complaints according to their contents and hand them over to the corresponding departments for handling. The handling department will investigate and verify the complaint and take corresponding measures according to the actual situation. If the consumer complaint is true, the handling department will ask the merchant to rectify or compensate. At the same time, the platform will also track the feedback processing results to ensure that consumers' rights and interests are protected.
However, it should be noted that due to the large number of complaints, the handling department may not be able to solve every complaint immediately. So consumers need to wait patiently for the results. In addition, some complex complaints may need to be handled by multiple departments, which may also lead to prolonged processing time.
Third, suggestions to improve the effectiveness of complaints
In order to improve the effect of complaints, consumers can take the following measures:
1. Provide detailed evidence and information when complaining, so that the handling department can better understand the problem;
2. Keep communication with the platform and keep abreast of the progress of complaint handling;
3. If you are not satisfied with the results, you can appeal to the relevant departments or higher authorities.
To sum up: 12345 consumer complaints are useful to some extent, providing consumers with convenient complaint channels and rights protection channels. However, due to the limited resources and time of the processing department, consumers need to wait patiently for the processing results and actively take measures to improve the complaint effect.
Legal basis:
Article 37 of the Law of People's Republic of China (PRC) on the Protection of Consumer Rights and Interests stipulates:
Consumers' associations shall perform the following public welfare duties:
(a) to provide consumers with consumption information and consulting services, improve consumers' ability 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.