Create A New Mode Of Consumer Rights Protection In Business Circles

It is understood that the Zhejiang provincial government held an on-site promotion meeting of consumer rights protection in supermarkets in Shaoxing, deepening the theme activity of "monthly 3.15", learning and promoting the consumer rights protection mode of Shaoxing business district, and exploring a long-term mechanism for consumer rights protection.

Right through train: Consumer disputes No shop

Ms. yuan in Shaoxing bought a golden pine refrigerator in a supermarket in downtown Dassault early in July. Second days later, it found that there were some problems in the fittings. Although the merchants promised to replace the goods within two days, a week passed, but they could not reach the merchants. With the help of "consumption through train", Ms. yuan also expressed her satisfaction with changing the refrigerator to Ms. yuan.

Ms. Dai encountered similar problems. When she was shopping in a supermarket in Di Dang commercial area, there were two items of goods which were inconsistent with the price and the price tag. The book priced at 29.9 yuan actually received 30.9 yuan from the consumer. The price of a chocolate marked 9.8 yuan actually received 17.5 yuan. After on-site mediation, the supermarket finally refunded the amount of the overcharge and compensated the consumers.

　　 "Through train for consumption", It is Shaoxing's industrial and commercial enterprises that have opened up the "12315 consumption Dispute Conciliation first train".

In the past, consumers in the shopping malls, supermarkets, consumer disputes, all through the 12315 complaints to the industrial and commercial areas, business people sent to the merchants for mediation. In order to improve the handling efficiency of consumer disputes and enhance the self-discipline and sense of responsibility of enterprises, since 2009, Shaoxing business and industry began to explore the opening of the "12315 consumption dispute first conciliation and direct train" in the cities with large number of outlets, large enterprises, complaints from consumers, and enterprises with better self-discipline. The complaints received by the 12315 command center should be transferred directly to the enterprises for negotiation before the consumers except the consumers' designated businesses. At present, there are 118 business enterprises implementing the "through-train". The consumption disputes caused by these enterprises are all reconciled by the enterprises first and the consumers, so as to promote harmony through reconciliation.

The antecedent conciliation mechanism has handled the dispute back to the source by the way of administrative guidance, which has effectively reduced the mediation pressure of the grass-roots industrial and commercial offices, and greatly improved the efficiency of consumer dispute settlement. Up to now, 118 direct train units have handled 682 complaints from 12315 centers, 490 have handled them successfully, and 129 have not closed their cases, and the consumer satisfaction rate of self mediation products has reached 95%.
　　
Industrial and commercial service station: Administrative Guidance Business circle

On the basis of the operation of the "through train for consumption", Shaoxing's business and industry departments have innovating the work of "administrative guidance into the business circle". In March 10th, the industrial and commercial administrative guidance service station and the 12315 rights workshop were set up in the urban area of Shaoxing, the largest business district of shopping, dining, leisure, entertainment and tourism.

Since the beginning of this year, the industrial and commercial departments at all levels in Shaoxing have actively launched the 12315 "five in" activities in the whole city, and built the "consumer rights protection service stations" into shopping malls, supermarkets, markets, enterprises and scenic spots, guiding the operators to receive and deal with consumer complaints in a timely manner, actively consult with consumers in resolving consumer disputes, and urge enterprises to fulfill their social responsibilities of consumer rights protection.

Service stations integrate industrial and commercial functions, and through the form of stationing and sending people, carry out a full range of "package" administrative guidance services for the entire dedang Metro enterprise including business registration and acceptance, annual inspection and individual inspection, internal management system establishment, consumer dispute resolution in place, enterprise trademark registration and packaging application, enterprise contract specification and filing, shop hall notices, publicity and promotion advertising standards, and trade secret protection guidance standards.

Shaoxing city commerce and Industry Bureau official said, in order to put 12315 into shopping malls (supermarkets) to implement, they actively set up a "four stop" consumer rights protection system, that is, administrative guidance service center as the center, the establishment of Shimao department store, fashion Parkson, Auchan supermarket, Gome four consumer rights service station.
In the view of the industry and Commerce Department, the government's supervision and enterprise's self-discipline complement each other, and the regulatory authorities put more effort on the administrative guidance to enterprises. Through administrative guidance, the law-abiding degree of local shopping malls and supermarkets in Shaoxing has been significantly improved, and the rate of repeated complaints has dropped to zero.

At the same time, the new rights protection studio also has the function of remote video mediation. Reporters at the 12315 rights studios in Shimao Plaza, Di Dang City, saw that the network video was installed in the studio, which can instantly carry out remote video mediation among consumers, operators and the three parties of industrial and commercial organs, so that consumers can maintain their legitimate rights and interests at close distance.
　　
Food specialist: consumer safety is supervised.

Shaoxing is the birthplace of the famous "Maple Bridge Experience" and has always had the fine tradition of "mobilizing the masses to solve problems". In 1963, the maple and Bridge cadres and masses created the "Maple Bridge Experience" to "mobilize and rely on the masses, persist in contradictions and not solve them, solve them in situ, and achieve fewer people and better public security". After Mao Zedong's instructions, he promoted the national comprehensive treatment front. The essence of "Maple Bridge Experience" is that "trivial matters do not come out of the villages, events do not come out of town, and contradictions do not meet".

The industrial and commercial departments in Zhuji use and carry forward the experience of "Maple Bridge". In order to safeguard and protect the people's livelihood and promote social harmony, we should actively explore new rural consumer rights protection mechanisms under the new situation, relying on the masses, social participation, prevention and local settlement, so that the "Maple Bridge inspection" is a typical example of the national political and legal front 48 years ago.

It is different from the rural consumer rights protection mediation mechanism. How to solve the problem of urban consumer rights protection has always been a reflection of Shaoxing's business sector.

In view of the complicated regulatory tasks in the food circulation field and the difficulty of reaching the edge of the antenna, Shaoxing adheres to the work guideline of "taking prevention as the first step, advancing the gateway at the juncture and combining prevention with prevention", introducing social forces, implementing group prevention and group control, and focusing on establishing a three-dimensional work network of "three in one" for food safety instructors, supervisors and supervisors, so as to ensure the consumption safety of food market.

Reporters in the province's "month 3.15" thematic activities and shopping malls supermarket consumer rights promotion conference to understand that Shaoxing will set up 33 food safety instructors team, invite self-employed household food safety management staff 2000, and employ 50 consumers as food safety justice supervisor.