Does 12315 have manual service?

12315 has manual service. The 12315 hotline manual service is open from 8:30 to 12:00 in the morning, afternoon working hours, 14:30 to 17:30 in autumn and winter, and 13:00 to 16:00 in spring and summer. After dialing the 12315 hotline, you will hear a prompt tone. Just follow the voice prompts.

After dialing 12315, if you need to make a complaint or report, please answer the questions as prompted by the staff, truthfully state the facts, reasons and request for the complaint, and state your name, address, Telephone number or other contact information and the name, address, and telephone number of the party being complained against.

In addition, there is a fee for dialing 12315. Consumer complaints are under the jurisdiction of the industrial and commercial administration authority where the operator is located. If the business is in a different place, the area code of the business is 12315.

12315 Complaint Instructions :

(1) In accordance with the provisions of the "Consumer Rights and Interests Protection Law of the People's Republic of China", "Measures for Industrial and Commercial Administration Departments in Handling Consumer Complaints" and other laws, regulations and rules, the following instructions are formulated.

(2) If a consumer purchases or uses goods or receives services for daily consumption and has a consumer rights dispute with an operator, and it falls within the scope of the industrial and commercial administration department, he or she may lodge a complaint through this platform.

(3) Consumer complaints through this platform should meet the following conditions:

1. There is a clear respondent;

2. There is a specific Complaint request, facts and reasons;

3. It falls within the scope of responsibilities of the industrial and commercial administration department.

(4) After a consumer complaint is submitted, the platform will automatically transfer it to the relevant industrial and commercial administrative department for processing based on the processing unit and operator address information selected by the consumer.

(5) Complaints shall be under the jurisdiction of the county or district industrial and commercial administration department where the operator is located or where the business activities occur.

If disputes over consumer rights arise due to online transactions, consumers may complain to the industrial and commercial administration department where the operator is located, or to the industrial and commercial administrative department where the third-party trading platform is located.

(6) County and district industrial and commercial administrative departments are responsible for handling consumer complaints within their jurisdiction.

The industrial and commercial administrative department with jurisdiction may authorize its dispatched agency to handle consumer complaints within the jurisdiction of the dispatched agency.

(7) The industrial and commercial administrative department with jurisdiction shall handle the consumer complaint within seven working days from the date of receipt and notify the complainant:

1. Comply with Complaints that comply with the regulations will be accepted and the complainant will be informed;

2. Complaints that do not meet the regulations will not be accepted and the complainant will be informed of the reasons for rejection.

(8) The following complaints will not be accepted or will be terminated:

1. Those that do not fall within the scope of responsibility of the industrial and commercial administration department;

2. After purchasing the goods The shelf life has expired and the respondent is no longer liable for breach of contract;

3. Mediation has been organized by the industrial and commercial administration department;

4. Consumer associations or people's mediation organizations, etc. Other organizations have mediated or are handling it;

5. Courts, arbitration institutions or other administrative departments have accepted or handled it;

6. Consumers know or should know their rights and interests The infringement lasts for more than one year, or the consumer cannot prove that his or her rights and interests have been infringed;

7. Does not comply with national laws, regulations and rules.

(9) If the consumer complaints accepted by the industrial and commercial administrative departments within the scope of their powers are civil disputes, a mediation system will be implemented. The industrial and commercial administrative department with jurisdiction shall terminate the mediation within 60 days from the date of accepting the consumer complaint; if the mediation fails, the mediation shall be terminated.

If the complaint is not resolved through mediation, consumers can also resolve it through arbitration or judicial channels.

When consumers complain through the platform’s online dispute resolution mechanism (ODR), they are deemed to have agreed to enter into a reconciliation process with the operator being complained against. The relevant provisions of the platform’s online dispute resolution mechanism (ODR) shall apply, and the operator shall The operator shall negotiate and settle with the consumer within ten working days. The time taken by both consumers and operators to resolve consumer disputes is not included in the processing time limit of the industrial and commercial administration departments.

If reconciliation fails, consumers can also complain to the industrial and commercial administration department. The industrial and commercial administrative department with jurisdiction shall inform the complainant whether it accepts the complaint within seven working days from the date of receipt of the consumer complaint.

(10) Consumers can also choose to call 12315 where the operator is located or where the business behavior occurs to make a complaint. Among them, consumers who have consumer rights disputes due to online transactions can call the industrial and commercial administration department where the operator is located to complain at 12315, or they can call the industrial and commercial administrative department where the third-party trading platform is located at 12315 to complain.

The 12315 hotline in some areas has been integrated into the 12345 hotline, and consumers can directly call the 12345 hotline to make complaints.

(11) Complaints should be made one at a time. Please do not make repeated complaints on the same matter. Since the handling procedures for complaints and reports are different, please do not include reporting content in your complaints.

(12) Speeches that violate the Constitution and laws of the People's Republic of China are not allowed in this column, and any remarks that spread rumors or slander others are not allowed. The complainant bears all legal responsibilities arising from the behavior of leaving messages.

National 12315 Internet Platform