According to the Postal Savings Bank of China Consumer Complaint Management Measures 2020 Edition, what is the system for handling consumer complaints?

Legal analysis:

1. The measures for handling consumer complaints by the industrial and commercial administrative departments are to standardize the procedures for handling consumer complaints by the industrial and commercial administrative departments and handle the disputes between consumers and operators in a timely manner. It is formulated for consumer rights disputes that occur.

2. If the superior industrial and commercial administrative department deems it necessary, it may handle consumer complaints under the jurisdiction of the lower-level industrial and commercial administrative departments. If a consumer complaint under the jurisdiction of a lower-level industrial and commercial administration department believes that it needs to be handled by the higher-level industrial and commercial administrative department, it may be reported to the higher-level industrial and commercial administrative department for decision. If the industrial and commercial administrative departments of two or more places have objections due to jurisdiction, they shall report to the corresponding superior industrial and commercial administrative department for designation of jurisdiction.

Legal basis:

"Measures for Industrial and Commercial Administrative Departments in Handling Consumer Complaints"

Article 12 Consumers may submit complaints via letter, fax, text message, or email Complaints made in the form of such as the 12315 Website Complaint Platform, etc. shall state: the consumer’s name, address, telephone number and other contact information; the name and address of the person complained against; the requirements, reasons and relevant factual basis for the complaint; the date of the complaint, etc. . If consumers make complaints via telephone, door-to-door, etc., the staff of the industrial and commercial administration department shall record the information in the preceding paragraph.

Article 13 Consumers may file complaints themselves or entrust others to file them on their behalf. If a consumer entrusts an agent to make a complaint, he or she shall submit the complaint materials specified in Article 12 of these Measures, the original power of attorney and the identity certificate of the trustee to the industrial and commercial administration department. The power of attorney shall specify the entrustment matters, authority and time limit, and shall be signed by the consumer himself.

Article 14 If there are two or more consumers who complain about the same subject, if the industrial and commercial administrative department deems that they can be combined and accepted, and with the consent of the parties concerned, the complaints will be considered as the same complaint. ***The same complaint can be made by two representatives nominated and authorized by the consumer in writing. The representative's complaint shall be effective for the consumer he represents, but the representative's change, abandonment of complaint request, or settlement must be subject to the consent of the represented consumer.