Xiamen City Commerce And Industry Bureau Three Initiatives To Enhance 12315 Consumer Rights Protection Effectiveness

First, optimization. Workflow According to the new law and regulations, we need to upgrade the 12315 administrative law enforcement platform, further standardize the online acceptance, online diversion, online command and scheduling, online tracking and supervision, online emergency response process, and improve the three level linkage mechanism between the center and the station.

The two is smooth flow. Rights protection channel The whole time system maintains a smooth channel of pluralistic appeal, which integrates voice, text messages, visits, letters and the Internet. This year, the 12315 hotline connection rate and the consumer satisfaction rate of the whole system have been maintained at 99% and 98% respectively.

The three is promotion. Service quality and effectiveness Using the new "consumer law" to deal with online shopping "seven days no reason to return" consumer complaints 225 pieces, fraud "retreat one compensate three" consumer complaints 57, "professional fake" complaints 71 cases, for consumers to recover 42 million 908 thousand and 900 yuan of economic losses.

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The municipality directly under the Municipal Bureau of industry and Commerce will hold a training workshop on consumer rights protection service stations, and launch a pilot work on 7 newly established standardized consumer rights protection service stations, and 26 responsible service stations in the jurisdiction will participate in the training.

It is understood that, in order to protect the legitimate rights and interests of consumers, establish and improve the social consumer rights protection network, the sub bureaus directly promote the standardized construction of consumer rights protection stations throughout the District, such as the community, shopping malls and other consumer places.

The pilot work of the 7 service stations launched on that day made specific requirements for the hardware preparation, establishment, standardization and operation of the service stations, requiring that specialized services and specialized personnel should be provided to carry out relevant services, so as to implement the consumer rights protection work.

While protecting the legitimate rights and interests of consumers, we should enhance operator's people-oriented business philosophy and image of honest business.

At present, the hardware construction of the 7 pilot shopping centers' rights protection service stations has been completed. On the same day, 12315 relevant personnel of the Municipal Bureau of industry and Commerce conducted on-site guidance, and made specific explanations on consumer mediation related business knowledge and consumer complaints.

It is reported that in the 1-8 month of this year, 391 complaints were received from the sub bureaus directly under the jurisdiction of the sub bureaus, 367 complaints were handled, 6 cases were investigated and dealt with, and the direct economic losses of consumers were recovered over 11 yuan.