I. Scope of acceptance of hotline 123 12
1 According to the relevant provisions of the Measures for the Administration of Liquor Circulation, it accepts reports and complaints about illegal acts of liquor operators, such as failing to go through filing and registration, producing and selling fake and shoddy liquor products without a license, and circulating liquor without accompanying bills.
2, according to the relevant provisions of the "pawn management measures", accept reports and complaints about illegal pawn shops such as illegal establishment, illegal operation, illegal operation and concealing the real business situation.
3, according to the relevant provisions of the "auction management measures", accept reports and complaints of illegal acts in the auction process.
4. According to the relevant provisions of the Measures for the Administration of Second-hand Car Circulation, accept reports and complaints about violations of laws and regulations in the circulation and sales of second-hand cars.
5, according to the relevant provisions of the "measures for the administration of refined oil market", accept the reports and complaints of illegal acts in the process of refined oil business.
6, according to the provisions of the "measures for the administration of commercial franchising" and "measures for the administration of information disclosure of commercial franchising", accept reports and complaints about illegal business franchisees.
7. According to the relevant provisions of the Measures for the Administration of Retailers' Promotion Behavior, accept reports and complaints about illegal acts such as false advertisements, propaganda, refusing to return goods on the grounds of promotion or setting obstacles for consumers to return goods.
8. According to the relevant provisions of the Measures for the Administration of Fair Trade between Retailers and Suppliers, accept reports and complaints about violations such as retailers' default in payment for goods from suppliers, charging or charging improper fees in disguised form, suppliers' forced tying of goods ordered by retailers, and restricting retailers from selling goods from other suppliers.
9, according to the relevant provisions of the "management measures" of renewable resources recycling, accepting reports and complaints about illegal activities in the recycling of renewable resources.
10, according to the relevant provisions of the Ministry of Commerce on the management of drug circulation industry, accepting reports and complaints about violations in the process of drug circulation.
1 1. According to the relevant regulations of the commercial department, it accepts reports and complaints about illegal acts of charging suppliers by large retail enterprises.
12. According to the relevant provisions of the Measures for the Administration of Single-Use Commercial Prepaid Cards, accept reports and complaints about illegal acts such as card-issuing enterprises not filing according to regulations.
13, according to the relevant laws and regulations of the state, provinces and cities, accepting reports and complaints of other market violations that belong to the responsibility of the commercial department.
2. 123 12 What are the responsibilities of the service center?
1, 123 12 Business Reporting and Complaint Service Center accepts the following reporting and complaint consulting services: related to refined oil market, coal market, recycling of renewable resources, catering, accommodation, bathing, foot bath, direct selling, online trading, franchising, retailer promotion, spare parts trading, scrap car recycling, beauty salon, dyeing and washing. Do a good job in registration, diversion, transfer, handling and feedback of reports and complaints on foreign trade, anti-dumping, countervailing and anti-monopoly that disrupt market order and infringe intellectual property protection, as well as policy consultation on relevant laws and regulations.
2. Provide consulting and guidance services for the public and enterprises on relevant laws, regulations, rules and normative documents in the business field, as well as administrative examination and approval and procedures.
3. Collect and report important information about unexpected events that endanger business management order, abnormal situations in domestic and foreign trade and market economic order.
123 12 The hotline for business reporting and complaint service accepts reports and complaints about acts of disrupting market order in business areas within its jurisdiction. As can be seen from the above, its receiving range is very wide. It involves all aspects and maintains market stability in the commercial field.
Three. 123 12 workflow of business report and complaint service center
1. The service center that accepts complaints reported by "123 12" shall seriously accept complaints reported by consumers through telephone, books, short messages, internet and visits. 24-hour acceptance system for reporting complaints.
2. Register to report complaints. The name or unit name, telephone number, postal code, illegal facts and relevant clues and evidence of the reported complainant shall be recorded in detail; The name, address, telephone number, postal code and complaint requirements of the complainant shall be carefully recorded. Informants who do not want to disclose their names and identities should respect their expression of will.
3. Accepting reports and complaints within the scope of functions and powers in the commercial field, and accepting them in accordance with relevant laws and regulations in the commercial field.
4, the facts are clear, the circumstances are simple, the application of summary procedures to investigate and deal with cases on the spot, by the acceptance department to the commodity inspection department for timely treatment; Cases that also need to be investigated and dealt with shall be handled by the inspection sub-bureau or relevant functional institutions in accordance with the division of responsibilities. Complaints about consumer rights disputes that belong to civil disputes shall be mediated 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. Reports and complaints that are not under the jurisdiction of the administrative department of the Food and Drug Administration shall explain the situation to the complainant.
5. After the complaint case is mediated according to law, inform the complainant in accordance with the prescribed procedures; Inform the results of handling the case and reply to the informant if necessary.
6. Complaint handling and filing of related materials shall be filed in time.
In recent years, the Ministry of Commerce, together with relevant departments, has established and improved the supervision and coordination mechanism of zero supply, and intensified the joint supervision and inspection of illegal activities. Receive reports and complaints in a timely manner through the window 123 12, and transfer the complaints to local and relevant departments.
Legal basis:
Opinions of the Ministry of Commerce on strengthening commercial administrative law enforcement.
Article 503
1. It is decided to use the resources of the existing complaint reporting service center, extend the network and functions, and form a 123 12 complaint reporting service system in the commercial field as an important support for commercial administrative law enforcement.
2. In order to strengthen commercial administrative law enforcement and maintain the order of commercial circulation, the Ministry of Commerce has guided the competent commercial departments of cities at or above the provincial level to establish the 123 12 business reporting and complaint service center, opened the 123 12 national unified hotline for business reporting and complaint service, and built the123/kloc.