What Is a Consumer Complaint?

The so-called consumer complaint refers to the consumer's need to purchase, use goods or receive services in order to live and consume, and a dispute over consumer rights with the operator ^[1] , which leads to written or verbal objections, protests, claims and claims to solve problems behavior.

Consumer complaints

The so-called consumer complaints refer to the consumer rights disputes with the operators when they need to purchase, use goods or receive services for daily consumption ^[1]

Consumer Association Accepted

Consumer complaints can be made by phone, letter, interview, or internet. Whatever form it takes, it must have the following:

(1) Basic information of the complaining party and the respondent. The name, address, postal code, and contact phone number of the complaining party; the name, address, postal code, and contact phone number of the complained party, if the consumer entrusts an agent to make a complaint, it shall submit an authorization letter to the consumer association;

(2) Specific complaint content. The process of the damage facts and the negotiations with the operator;

(3) Specific evidence. Consumers are obliged to provide evidence related to the complaint that there is a causal relationship between the purchase, use of goods, or service received and the damage. Consumer associations generally do not retain the original evidence (original, physical, etc.) provided by the parties to the dispute;

(4) Specific complaints;

(E) the date of the complaint.

The following complaints will not be accepted:

(1) there is no clear complained party;

(2) disputes between operators;

(3) The operator has truthfully stated to consumers that the goods are defective, etc. beforehand;

(4) The parties to the dispute have reached a settlement (mediation) agreement and performed it, and there is no new reason or relevant basis;

(5) The consumer fails to provide any necessary evidence;

(6) those that have been accepted and handled by the courts, relevant administrative departments and arbitration institutions;

(7) The laws and regulations clearly stipulate that it shall be handled by the designated department;

(8) Does not belong to "

Consumers who complain about the quality of the purchased goods or are dissatisfied with receiving the service, can make a complaint to the consumer association if they fail to negotiate with the store, or they can directly complain to the Consumer Association without consultation.

Complaints are first a matter of time. The effective time for complaints or appeals to consumer associations and administrative agencies has been specifically stipulated in laws and regulations, that is, within two years after a dispute occurs. However, after consumers have disputes with the store, they should promptly file a complaint with the consumer association, and do not delay too long, because the evidence may be lost over time. In addition, some products that are not suitable for storage have been used for a long time and it is difficult to identify their quality problems. Especially for the "three guarantees" products, once the "three guarantees" period has passed, it will increase the difficulty of resolving disputes. Therefore, once a consumer dispute occurs, consumers should promptly complain to the consumer association.

Complaints to consumer associations can be written and oral. Consumers are busy with work and study, and have no time to withdraw to the Consumer Association to lodge a complaint. They can take a written complaint and mail it. First of all, write down the shopping time, store, and store address. It is better to write the postal code and phone number. Also indicate the name, brand, model, manufacturer, date of manufacture, or expiration date of the product. It then details the time, process or performance of the unsatisfactory performance of the quality problem, then clarifies the reason for the quality problem or service problem, and puts forward specific requirements and whether it is a "three guarantees." Finally write down your name, address, zip code, contact phone number, etc. The most important thing is to attach a copy of your purchase invoice (copy) with the letter. If the product has special circumstances, it should also be written, such as seasonal price reductions, clearances, disposal products, foreign products, trial sales, etc. For the reference of the dissatisfaction team for handling complaints.

Complaints about the quality of some products are related to allowing consumers' associations to witness the quality problems of the products. Therefore, consumers must lodge complaints at the location of the Consumer Association. Bring a voucher such as an invoice and the physical goods when you lodge a complaint. Then verbally describe the cause and effect of the dispute, which can generally be carried out in accordance with the written complaint system. Questions received by the Consumer Council from comrades must be answered truthfully. Whether written or oral complaints must be objective, true and comprehensive. Finally, consumers fill out a complaint form. ^[3]

Regarding consumer complaints, there are three legal issues.

Established in September 2013, the Consumer Rights Alliance is a public welfare consumer rights alliance organized by several consumers who have been deceived online shopping through the QQ group. I did not expect that there are so many consumers who need help. In just six months, the first thousand people are full and the second group has more than 600 people! Volunteers in the group summed up experience from each case of consumer complaints and used spare time to help needy victims. With the participation of professional volunteers, lawyer volunteers, and media friends from the Consumer Association, the alliance has become more and more professional, and more and more consumer complaints have received real help. Consumer complainants who have known through the group search and Sina Weibo and joined our alliance have not only obtained professional guidance, but also greatly increased their confidence in maintaining their legitimate rights and interests with the support of so many netizens. Consumer complaints who joined our charity alliance rarely quit. They turned from victims into volunteers. While helping others, they also learned more consumer knowledge and consumer experience.

At the time of 315 in 2014, the long-awaited new Consumer Rights Protection Law will be officially implemented. We look forward to the new Consumer Law which can really improve the current situation of consumers' weakness, and look forward to more Of netizens learn, communicate and share together. Love consumption, love alliance!

Measures for the Administration of Industry and Commerce to Handle Consumer Complaints

In order to regulate the industrial and commercial administrative department's handling of consumer complaint procedures, promptly handle consumer rights disputes between consumers and operators, and protect the legitimate rights and interests of consumers, according to laws and regulations such as the Consumer Rights Protection Law, the national industrial and commercial administration The General Administration of Industry and Commerce Order No. 62 measures for handling consumer complaints have been reviewed and approved by the Council of the State Administration for Industry and Commerce of the People's Republic of China and announced to the public, and will be implemented as of March 15, 2014.

Interim Measures for Accepting Consumers' Complaints by the Administration for Industry and Commerce issued by the former State Administration for Industry and Commerce No. 51 on March 15, 1996, and the Administration for Industry and Commerce announced by the former State Administration for Industry and Commerce No. 75 on March 15, 1997 The Measures for the Implementation of Consumer Appeals Handled by the Management Office shall be repealed at the same time.

table of Contents

Chapter I General Provisions

Chapter II Jurisdiction

Chapter III Processing Procedures

Chapter IV Supplementary Provisions ^[2]