What channels do consumers have to complain?

Consumer complaint channels:

Channel 1:

Call the 12345 government service hotline to make a complaint.

Consumers can call the 12345 government service hotline to make complaints and reports.

After registering and summarizing the situation, the platform staff will transfer complaints and reports to relevant departments for timely acceptance based on the location, nature and consumer demands of consumer disputes.

Channel 2:

Call the complaint hotline of the Consumer Protection Branch of each municipal industrial and commercial bureau to make a complaint.

When consumers encounter consumer disputes, they can directly call the complaint hotline of the Consumer Rights Protection Branch of the local Municipal Industry and Commerce Bureau to make complaints and reports. The bureau will accept and register, analyze and judge, mediate in a timely manner, and handle feedback.

Channel Three:

Go directly to the industrial and commercial administration department to make an on-site complaint.

When consumers encounter consumer disputes, they can directly go to the industrial and commercial administrative department to make on-site complaints and reports, and the local industrial and commercial or market supervision and management department will register and handle them.

Channel 4:

Call the consumer association complaint hotline to make a complaint.

When encountering consumer disputes, consumers can call the complaint hotlines of consumer associations at the municipal and county (city) level to make complaints and reports, and the consumer associations at all levels will mediate in a timely manner. Or call the national hotline 12315 directly.

Channel 5:

Complain through the 12315 Internet platform.

Consumers can make complaints and reports on the national 12315 Internet platform through various channels such as computers, WeChat, and mobile APPs. Complaints and reports will be forwarded by the platform to local jurisdictions for prompt processing.

Channel six:

Consumer quality complaint platform-China.com.

The complaint platform is hosted by China.com and is a collaborative unit of the State Administration for Market Regulation on automobile defect clues. Complaint clues will be submitted simultaneously to the National Defective Auto Product Recall Information Management Center. The platform is committed to supporting government supervision, Protect consumer rights and interests.

Channel seven:

Alipay complaint channel.

The official mini program of 12315 is logged into Alipay. Consumers can open the official 12315 mini program of the State Administration for Industry and Commerce by entering "City Services" on Alipay or searching for "12315" on the homepage, and click "I want to complain" or "I want to report", then enter the name of the company you want to complain and report, and finally submit the relevant complaint and report information to complete.

If consumers do not know the registered name of the enterprise, they can also click and select on the electronic map, and the system will automatically determine the enterprise and match it with the jurisdictional authority. When making a complaint, consumers can also choose to give priority to the company to intervene, and the company's processing time will not exceed 10 working days.

If you are not satisfied with the company's processing results, you can transfer it to the industrial and commercial and market supervision department where the company is located with one click.

Channel 8:

Black Cat Complaint Platform.

The consumer online jointly launched by Weibo and Sina provides consumers with decision-making reference and rights protection services.

Currently, the Black Cat Complaint Platform has reached strategic cooperation with the 12301 National Tourism Service Hotline. For important complaints involving tourist attraction management departments, Black Cat Complaints will be submitted to the 12301 platform within 24 hours for key processing. , and simultaneously improve processing efficiency.

Article 34 of the "Consumer Rights Protection Law" clearly stipulates: If consumers and operators have consumer rights disputes, they can be resolved through the following channels:

(1) With the operator negotiate and reconcile with the operator;

(2) request mediation from the consumer association;

(3) appeal to the relevant administrative department;

(4) negotiate with the operator based on The arbitration agreement reached is submitted to an arbitration institution for arbitration;

(5) File a lawsuit with the People's Court.

Item 1 of this article, namely "negotiation and reconciliation with operators", is the legal basis for consumers to negotiate and reconcile with operators.