20 10 3. 15 typical cases of consumer rights day

20 10 3. 15 consumer rights day theme: consumption and service

First, the meaning of the theme of "consumption and service"

Under the condition of market economy, "consumption" is the permanent motive force of economic growth. Expanding domestic demand, especially increasing residents' consumption demand, is the focus of adjusting economic structure, improving the quality and efficiency of economic development, the premise and guarantee of promoting steady and rapid economic development, and the important content of improving people's livelihood and developing social undertakings. Determining the theme of "consumption and service" emphasizes that consumer rights protection work should focus on stimulating consumption, expanding domestic demand and providing good service. Among them, "service" mainly includes three meanings: one is to serve the vast number of consumers; The second is to serve economic development; The third is to serve social harmony.

Second, the basis for determining the theme of "consumption and service"

The main basis for determining the theme of "consumption and service" is:

First, pay attention to people's livelihood and serve the needs of consumers. Safeguarding and improving people's livelihood is the ultimate goal of our economic development. The purpose of socialist production is to continuously meet the people's growing material and cultural needs. This demand, in a sense, is the consumer demand. The process of constantly satisfying consumer demand is also the process of continuous economic and social development and progress. To serve the vast number of consumers, we must first take various measures to expand consumption and meet consumer demand. With the development of socialist market economy, earth-shaking changes have taken place in China's consumption field, with a wide variety of consumption, expanding consumption field and upgrading consumption structure, and people's living standards and quality of life have been significantly improved. At the same time, however, there are still some factors restricting consumption growth in the consumption field, such as: fake and shoddy behaviors and unequal format contracts still exist in large numbers, which directly affect residents' consumption confidence; In some industries, industrial policies and consumption policies are not connected, which inhibits residents' desire for consumption; The laws, regulations and standards for the protection of consumers' rights and interests are not perfect, and the protection is not enough; Residents' housing, education, medical care and other burdens are too heavy, which affects other consumption expenditures. These problems are not conducive to stimulating domestic demand and promoting the rapid growth of consumer demand. This requires us to think of consumers, solve their worries and serve them from the aspects of policy formulation, sound legal system, price control, structural adjustment, industry norms, supervision and management, publicity and guidance, and dispute resolution. Serving the vast number of consumers also requires us to pay attention not only to the actual interests of consumers, but also to the long-term interests of consumers. We should pay attention to energy conservation and environmental protection, reduce pollution and damage to the environment while producing and consuming, and ensure the sustainable development of mankind.

The second is to implement Scientific Outlook on Development and serve the needs of economic development. First of all, doing a good job in consumer rights protection is to serve the expansion of domestic demand, especially the expansion of residents' living consumption. Expanding consumption is the inherent requirement of the development of market economy. Consumption orientation is the principle that market economy must follow. The more developed the market economy, the more obvious the leading role of consumption. As far as the current economic development in China is concerned, the role of consumption has become increasingly prominent and has become a powerful driving force for economic development. To expand domestic demand, it is necessary to expand effective consumption demand, especially residents' daily consumption demand. Its core is to ensure consumers' confidence in consumption, so that they dare to spend and are willing to spend. In this regard, strengthening the protection of consumers' legitimate rights and interests is conducive to stimulating consumption, expanding domestic demand and promoting economic development.

Secondly, doing a good job in protecting consumers' rights and increasing the contribution rate of residents' consumption to economic growth will help to better cope with the international financial crisis. In response to the international financial crisis, the party and the state have introduced a number of measures to further expand domestic demand and promote economic growth. The Central Economic Work Conference specifically pointed out that to adhere to the coordinated development of expanding domestic demand and stabilizing external demand, we must more consciously and actively adhere to the policy of expanding domestic demand, especially consumer demand. It is necessary to expand residents' consumption demand and enhance the pulling effect of consumption on economic growth.

Third, doing a good job in consumer rights protection and ensuring the growth of residents' consumption is the focus of adjusting the economic structure and improving the quality and efficiency of economic development. In 2008, the per capita GDP of China has reached 33 15 USD. It is generally believed at home and abroad that the per capita GDP of $3,000, as a node of economic development, may bring about active consumption. After exceeding $3,000, the consumption types of residents will change greatly, showing the characteristics of consumption upgrading. As far as China's present situation is concerned, consumer goods that improve the quality of life and meet spiritual needs are heating up, and there is a strong demand for service consumption such as housekeeping, training, catering, fitness, telecommunications, tourism and insurance. Standardizing and developing the tertiary industry-service industry can not only meet people's various consumption needs, but also increase employment, improve the income level of low-and middle-income people, narrow the gap between urban and rural areas and accelerate economic restructuring. The Central Economic Work Conference pointed out that it is necessary to adapt to the diversified and personalized needs of people's lives and guide the upgrading of consumption structure. This requires us to pay more attention to the service industry and service fields and take various measures to expand service consumption, making it a new economic growth point.

The third is to strengthen the concept of protecting consumers' rights and interests and serve the needs of building a harmonious society. Market economy is an economy of consumer sovereignty. Only by respecting and protecting consumers can we fully release consumer demand and stimulate sustained economic growth. With the improvement of consumption level, the current consumption disputes show new characteristics. First, there are many kinds of consumer disputes. Judging from the overall situation of the country, the number of consumer complaints accepted by the National Consumers Association remains at around 700,000 each year, involving all aspects of people's food, clothing, housing and transportation. Second, group complaints have increased. Areas closely related to people's livelihood, such as food, commercial housing, automobiles, public services, etc. There are many influential cases of group disputes. Third, new consumer disputes are constantly emerging. With the continuous expansion of consumption field and the rapid development of consumption pattern, new consumption problems and disputes appear constantly. Such as online shopping, TV shopping, timeshare, etc. Consumer disputes involve the most concerned, direct and realistic interests of consumers, and their proper handling is related to national stability and social harmony. Only when the whole society of Qi Xin makes concerted efforts, establishes the concept of putting consumers' rights and interests first, effectively strengthens the protection of consumers, and combats and stops all kinds of behaviors that harm consumers' legitimate rights and interests, can we create a harmonious consumption environment and safeguard the overall situation of reform, development and stability.

Three. The goal of the theme of "consumption and service"

The basic objectives of the theme activity of "Consumption and Service" of China Consumers Association are: by widely publicizing the annual theme, urging the whole society to attach importance to expanding the harmonious relationship between consumption and serving consumers, serving economic development and serving society, striving to create a good consumption environment and improving consumers' consumption expectations; Effectively strengthen the protection of consumer rights and interests and enhance consumer confidence; Advocate scientific, reasonable, healthy and civilized consumption patterns to promote sound and rapid economic and social development.

Realizing the theme of "consumption and service" requires the joint efforts of all sectors of society.

First of all, operators should be honest and trustworthy, operate according to law, effectively ensure the quality of goods and services, consciously fulfill their social responsibilities, and create a good consumption environment for consumers; Actively study market trends, actively develop low-carbon and environmentally-friendly products, and save energy and reduce emissions for cleaner production; Strengthen the attention and investment in the service field, meet the needs of vulnerable consumer groups such as farmers, disabled people, children and the elderly, and provide personalized and diversified services; Especially in the process of implementing activities such as going to the countryside for home appliances and motorcycles, and replacing old ones with new ones, it is necessary to effectively ensure consumer safety and follow-up services, truly benefit consumers, and fully release the consumption potential bred in urban and rural areas.

Secondly, industry organizations should strengthen industry self-discipline and urge enterprises to improve product quality and service level; Actively promote the development of service industry, strengthen personnel training and improve service concept and level; Advocate energy-saving and environmental protection production and cultivate the development of excellent enterprises; Resist bad business practices and consciously safeguard the legitimate rights and interests of consumers; Strengthen consultation with consumer organizations and improve industry norms and related standards; Guide relevant enterprises in the industry to properly handle consumer disputes.

Third, call on relevant government departments at all levels to coordinate industrial policies and consumption policies and formulate supporting measures for different consumption needs; Listen to consumers' opinions extensively and improve relevant laws, policies and standards; Vigorously rectify the market economic order and strengthen market supervision and management; Severely crack down on counterfeit and shoddy goods and illegal business practices to purify the market environment; Standardize and support the development of tertiary industry, and promote and expand the consumption of service industry; Encourage the production of energy-saving and environmental protection products and advocate consumption in low-carbon life; Ensure price stability, improve the social security system, and enhance residents' spending power and confidence.

Fourth, I hope that consumers will change their consumption concepts, enhance their consumption confidence, learn consumption knowledge, scientifically and reasonably consume sustainably, safeguard their legitimate rights and interests according to law, and create a good consumption environment.

Fifth, I hope that all sectors of society will actively participate in the annual theme activities, research institutions and relevant experts will conduct extensive theoretical discussions, and the news media will continue to strengthen publicity and guidance, so that the concept of expanding consumption and three services will be deeply rooted in the hearts of the people and implemented in their own actions.

Sixth, consumer associations at all levels should improve their service awareness, innovate their service mechanisms, give full play to their functions, strive to improve their service levels, and earnestly safeguard the legitimate rights and interests of consumers. First, we must seriously accept consumer complaints and effectively resolve consumer disputes; Second, strengthen social supervision, urge operators to abide by the law, assume social responsibilities, and avoid damage to consumers' rights and interests; Third, actively carry out consumer education to guide consumers to spend scientifically, reasonably and sustainably; The fourth is to mobilize social forces to protect the legitimate rights and interests of consumers.

Four. The main work to be carried out by consumer associations

Around the theme of "consumption and service", in 20 10, consumer associations at all levels will focus on the following aspects:

First, widely publicize the basis, content and significance of the theme of the year in various forms, improve the understanding of the relationship between consumption and service from all walks of life, and mobilize the whole society to actively participate in the theme activities of the year;

Second, combined with the "3 15" consumer rights day publicity and commemoration activities, vigorously carry out various activities with the annual theme as the main content. China Consumers Association will design and print posters and publicity materials with the theme of 2008, and organize local consumer associations to widely post them to expand the publicity effect.

The third is to organize a service hotline survey to conduct consumer comments on cable TV services, TV shopping, car maintenance, property services, express delivery services and parking fees; Gradually carry out consumer satisfaction evaluation in the fields of household cars, commercial retail, banking, insurance, telecommunications, postal services, public utilities and so on. So as to provide reference for standardizing the service industry and improving the consumption environment.

The fourth is to carry out comparative experiments on new products with environmental protection, energy saving and high technology content, and guide consumers to buy environmental protection, energy saving and low carbon products; Carry out consumer experience activities related to the service industry to promote the improvement of related service quality and level; Organize the compilation of the Outline of Consumer Education and a series of consumer education manuals, and actively guide consumers to spend scientifically, reasonably and sustainably.

Fifth, seriously accept complaints, build a platform for negotiation and reconciliation between consumers and operators, actively promote reconciliation, and improve the rate of complaint mediation; Focus on strengthening the investigation and research on the hot and difficult issues of public service industry and commodity after-sales service complaints, and effectively help consumers solve practical problems.

Sixth, strengthen legal and theoretical research, organize seminars on consumption policies, and promote the convergence of industrial policies and consumption policies; In view of the hot issues in the fields of prepaid consumer services, automobile sales and services, financial insurance services, etc., relevant experts and some local consumer associations were organized to carry out research and put forward system and policy suggestions. That is a group of deaf people. Due to the quality problems of drugs, they suffered from acquired deafness. They can't hear anything. In their eyes, the world is as silent as death. Life is colorless. In fact, if it weren't for the quality of medicine, they would be very happy and feel the wonderful melody of life like us. It was the pharmaceutical manufacturers who cut corners and pushed them to the cliff of silence. I don't know how many innocent lives such a pharmaceutical factory will hurt.

One of the students, one of the victims, has become very irritable and often loses his temper since he lost his hearing. How eager he is to hear voices when he grows up! So he studied hard and went to the gate of Sullivan Rehabilitation Center to practice his pronunciation at 4 am. It was because of his hard work that he was finally able to basically speak. He has many wishes. He wants to be a painter. In the live broadcast hall, the host asked a question and asked a family of three to answer what the little boy wanted most. Father said it was family, mother said it was an Olympic ticket, and the boy wrote four words, which moved the audience to tears. The four words he wrote were auditory hallucinations. These four words stuck in my heart like thorns, and my heart trembled and shed tears.