Write a letter with the theme of Internet integrity, worry-free consumption, and harmonious development

In recent years, market entities have become increasingly diversified, business formats have become increasingly diversified, and marketing methods have continued to modernize. Consumer disputes have also shown the characteristics of diversified types, diverse demands, and complicated contradictions. Faced with new changes in the consumer field and new characteristics of consumer disputes, in 2016, the Suzhou Municipal Administration for Industry and Commerce and the Consumer Protection Committee based on the new responsibilities and missions entrusted by the "Consumer Rights Protection Law", based on the annual theme released by the China Consumers Association every year As the core, focusing on the purpose of allowing people to have a place to complain about their grievances, get explanations for their doubts, make up for the damage as much as possible, and make consumer rights protection more satisfying, we actively build the basis of a consumer rights protection network, innovate working mechanisms, improve the effectiveness of rights protection, and maintain social fairness and justice. , adding luster to the construction of the Suzhou civilized city brand of "Integrity Suzhou, Consumer Paradise".

In 2017, the annual theme of the China Consumers Association is "Internet Integrity, Worry-free Consumption". The goal of Suzhou's social and economic development is to build the "Southern Jiangsu Independent Innovation Demonstration Zone", etc., Suzhou Municipal Administration of Industry and Commerce, The Consumer Protection Committee will better adapt to this new normal, focus on this year's theme and the new overall development situation, continue to realize and safeguard the legitimate rights and interests of consumers as its fundamental purpose, and create a "Suzhou brand" for consumer rights protection.

Promote the "Consumer Law" in various forms to promote consumer rights protection and social governance. With the help of the 3.15 commemorative event platform, in 2016, the Suzhou Municipal Administration for Industry and Commerce and the Consumer Protection Committee organized large-scale square consultation service activities, and Cooperate with relevant government departments such as tourism, food and medicine, to widely publicize the new "Consumer Law" and the theme of the China Consumers Association, and promote the formation of a social governance situation for consumer rights protection.

On March 15, the Consumer Protection Committee of the Municipal Industry and Commerce Bureau held a 3·15 large-scale plaza consultation service event at the Xinyi Plaza in the small park of Guanqian Street in Suzhou, inviting 41 administrative departments, institutions, and industries A consultation service area was organized to answer consumers' questions and inquiries on-site; 35 commercial and service companies were organized to form a corporate style area to promote and display the image of honest enterprises.

The municipal and district market supervision and administration bureaus and consumer protection committees have jointly set up points in prosperous areas such as towns, streets, and rural areas within each jurisdiction to carry out on-site consulting service activities. On that day, the city established 148 publicity and consultation service points, distributed 261,000 copies of various promotional materials, held 3 artistic performances, issued 702 consumer warnings, received 36,105 consumer consultations on-site, and accepted 1,030 consumer complaints. 117 cases were mediated on site, recovering economic losses of RMB 783,400 for consumers.

In order to further enhance the image of Suzhou as a city and create a good atmosphere of safe consumption, the Municipal Consumer Protection Committee teamed up with relevant units to plan and produce a public service video with the theme of "New Consumption, I Make the Decision" for the Year of Consumer Rights Protection, and issued the " "Consumer Rights Protection Warning Cases" pocket book and "Safe Consumption 24-Hour Series - Driving Safety" brochure to improve consumers' prevention capabilities.

Based on the "Consumer Education Lecture Hall", we carry out the "Eight Entry" activities to promote "Consumption Law", entering rural areas, entering communities, entering enterprises, entering schools, entering industries, entering institutions, entering the Internet, Enter the camp to carry out propaganda to different groups of people, popularize daily consumption laws and regulations, scientific consumption knowledge, issue consumption warnings, etc., to improve consumers' self-protection awareness and ability to safeguard their rights.

“Dandian 3·15” mobile app

Complaints are more convenient

In the past, when consumers wanted to complain or report consumer infringements or disputes, they could call , send emails, and find service points. Nowadays, you can also pick up your mobile phone, take photos, collect evidence in real time, and upload the problem to the "Suzhou Consumer Rights Protection Pass 'Dandian 3·15'" mobile App client to have it handled.

On December 10, 2015, the Suzhou Municipal Administration for Industry and Commerce and the Consumer Protection Committee used Internet technology to launch the "Suzhou Consumer Rights Protection Pass 'Dandian 3·15'" mobile app client, changing the complaint channel from offline Extending online, a new smart consumer rights protection system has been built to cope with and adapt to the new normal of increasingly diversified forms of rights protection under the trend of mobile Internet. At the same time, it also solves the difficulties in fixing evidence and improving disposal efficiency that existed in consumer rights protection in the past. "dilemma".

Suzhou Consumer Rights Protection Pass 'Dandian 3·15'" mobile app client is divided into "query (joined merchants)", "complaint (consumer rights protection supervision station)" and "evaluation (satisfaction index)" Three sections, click on the corresponding section, register your name and information, and then fill in the complaint information, such as "shopping method", "product name", "brand name", "model specification", "amount involved", "time", "complaint content" and other information After that, you can upload it. This information will be displayed in the 12315 Consumer Complaints and Reporting Command Center of Suzhou Municipal Industrial and Commercial Bureau and the Consumer Protection Committee backstage at the first time. The backstage staff will register it uniformly, triage and assign cases according to the complaints and reports. Report to the corresponding business department for processing.

Statistics show that in 2016, consumers in Suzhou made 1,298 complaints using the “Dandian 3·15” mobile app client, of which 1,153 were transferred to enterprises. Of the cases, 997 cases have been settled, 12 cases have been transferred to the Consumer Protection Committee for mediation, and 42 cases did not meet the acceptance conditions; economic losses of 4.165 million yuan have been recovered for consumers; the mediation success rate is 94.4, and the consumer satisfaction rate is 89.3.

Deepen the consumer dispute settlement mechanism

Greatly improve the effectiveness of rights protection

After years of hard work, the Municipal Industry and Commerce Bureau and the Consumer Protection Committee have established a network of 107 grassroots consumer protection organizations in urban and rural areas of the city , a rights protection network composed of 1,942 village and community consumer complaint stations and 514 enterprise and industry supervision stations, and has formulated relevant systems such as the "County-level Municipal Consumer Dispute Mediation System Operation Type" to provide assistance to consumers in "consumer disputes." To resolve consumer disputes in the "Reconciliation Demonstration Street" area, consumers can have the above-mentioned multiple options to resolve them locally without having to go out of the block.

Since the consumer protection organization is a third-party agency, it is impossible to use it when handling complaints. Every consumer or company is satisfied. In recent years, the China Consumers Association has been exploring the establishment of a platform to allow operators and consumers to reach a settlement through full communication and improve the satisfaction of both parties in dispute resolution.

Suzhou. Since 2002, it has taken the lead in building a consumer complaint settlement mechanism in the country. Among them, the first "Consumer Dispute Reconciliation Demonstration Street Creation" activity in the country has creatively elevated the construction of this mechanism to the most win-win position in promoting local economic development. At the same level, it provides a model to achieve this goal. So far, the city has built 48 "Consumer Dispute Reconciliation Demonstration Streets", covering supermarket stores, food, furniture, decoration, home appliances, automobiles, real estate, financial services, and express delivery services. , beauty salons, fitness, public utilities, etc. It not only promotes the rapid and effective resolution of consumer disputes and solves practical problems for consumers, but also promotes operators to consciously assume social responsibilities, and also provides opportunities for expansion through the Internet. The rights protection space provides practical experience and platform foundation.

Last year, the city’s grassroots network organizations used the grassroots rights protection network dispute mediation information system to mediate and settle 152 consumer complaints, including consumption mediation through the village (community) complaint station. 30 complaints were made by consumers; 122 consumer disputes were settled through enterprises and industry supervision stations.

Establishing a cross-regional platform to promote off-site rights protection "Let information travel more and consumers worry less"

In recent years, with the increasing convenience of transportation, traveling has become a new way of life for the public When the Suzhou Municipal Consumer Protection Commission accepted complaints, it was found that the number of complaints about shopping in other places was increasing year by year. In the actual handling process, there were problems such as difficulty in communication, long mediation cycle, high cost of rights protection, and large consumer opinions.

In order to better protect Suzhou consumers from consumer infringement problems when shopping in other places, the Suzhou Municipal Administration for Industry and Commerce and the Consumer Protection Committee rely on the platform advantages of mutual cooperation and development between Suzhou and other regions, Breaking the traditional practice of localizing consumer rights protection, the company interacts and cooperates with consumer rights protection organizations in surrounding cities and provinces to enable information exchange, regional linkage, and experience sharing in different places, and establishes a rights protection collaboration network for remote relief of consumer disputes. , "Let information travel more and consumers worry less."

On August 13, 2015, Suzhou signed a cooperation agreement with the Consumer Protection Committees of Jiaxing City and Huzhou City, Zhejiang Province, relying on the Internet to strengthen product evaluation by establishing and using a consumer satisfaction evaluation system. and social supervision of services; on December 10, the 2015 Annual Conference on Consumer Rights Protection Cooperation in Cities Adjacent to Taihu Lake was organized. Signed a Memorandum of Understanding on Consumer Rights Protection Cooperation in Cities Adjacent to Taihu Lake with *** consumer rights organizations in seven cities (districts) including Wuxi, Changzhou, Huzhou and Jiaxing in Zhejiang Province, Xuancheng in Anhui Province, and Qingpu in Shanghai. 》, further expanded and extended the coverage of consumer rights protection work, minimizing the cost of consumer rights protection in these areas for Suzhou consumers.

Promote the interview system to resolve group disputes and establish authority through direct communication. Since consumer goods and services are provided to the entire consumer group rather than one or more specific people, consumer disputes often involve a large number of people. , which has a wide range of influence. In recent years, group disputes have occurred frequently due to consumers being defrauded of goods and services. In order to better safeguard the interests of the public, the Suzhou Municipal Consumer Protection Committee has introduced an interview mechanism to advise and advise companies on outstanding problems. While urging them to regulate themselves and rectify deficiencies, the Suzhou Consumer Protection Committee will also discuss the problems discovered during the interview. Actively communicate with relevant administrative departments, report the situation and regulate it.

Complaints in January last year had not been resolved by June, and the average complaint resolution rate was less than 40... In August 2016, the Municipal Consumer Protection Committee interviewed companies in the urban area including Gome, Siemens, etc. Five home appliance brand dealers and manufacturers in the country are required to set a time limit for resolving complaints, report the name and phone number of the general person in charge of after-sales service, and provide legal and qualified after-sales service outlets affiliated to the company to improve the complaint resolution rate. According to the unified deployment of the Jiangsu Provincial Consumers Association, since January last year, the Municipal Consumer Protection Committee has interviewed three water supply companies in Wuzhong District, High-tech Zone, and Xiangcheng District of Suzhou City to discuss issues such as "overlord" clauses in the industry. , requiring it to come up with a rectification plan before February 20.

In 2016, the Suzhou Municipal Consumer Protection Committee *** organized more than 10 interviews with companies (about 6 of which were made public), and interviewed dozens of companies to resolve group consumption disputes and maintain social fairness. Good social results have been achieved in justice. Interviews with five companies with prominent household appliance supplier problems aroused widespread public outcry and promoted the implementation of the "Consumer Law" in enterprises; interviews with public institutions such as water supply and cable TV in the city were held to discuss relevant industries. Existing infringements were publicly disclosed and relevant suggestions were made, and the "Suzhou Water Supply Industry Format Contract Model Text" was formulated, which attracted great attention from relevant municipal departments, directly optimized the industry to create a safe consumption environment, and increased the consumption of relevant departments and enterprises. Rights protection consciousness. Innovative docking mechanism promotes dispute resolution and opens up the "last mile" of rights protection. The Consumer Protection Committee's mediation of consumer disputes is of the nature of private mediation. If you encounter an operator with a tough attitude, the mediation will inevitably reach a deadlock. To this end, to perform the duties of consumer rights protection organizations, it is necessary to integrate various social resources such as people's mediation, administrative mediation, judicial mediation, and comprehensively use various methods and means such as mediation, arbitration, and litigation to effectively resolve conflicts and disputes with complementary functions and connected procedures. system to ensure that consumer requests are fulfilled.

In 2014, the municipal industrial and commercial system and consumer protection organizations at all levels established a "joint mediation mechanism" with local courts to expand rights protection channels and provide assistance to consumers in safeguarding their rights in various new consumption areas. That is, any consumer dispute cases that fail to be mediated by the court or the Consumer Protection Commission and the subject case meets the requirements, or small consumer dispute cases that have been accepted by the court but have not been mediated by the Consumer Protection Commission, will be handled by the joint mediation offices for consumer rights disputes in the two places and The circuit court mediation of consumer rights disputes provides consumers with an additional way to safeguard their rights.

Gather professional wisdom to work together to resolve disputes

Experts step into the "front desk" of mediation

Compared with consumer rights protection work across the country, consumer rights protection complaints in Suzhou not only face complaints The volume of complaints is large, and the complaints are highly specialized and difficult to mediate.

In order to adapt to the requirements of the new situation and new tasks, the Suzhou Municipal Administration for Industry and Commerce and the Consumer Protection Committee have boldly explored professional rights protection methods for some industries that are professional, highly technical, and difficult to handle complaints. Since 1997, they have successively established furniture, gold and jewelry , home decoration, household appliances, agricultural products and agricultural production materials and other professional committees, specializing in handling difficult consumer disputes. Establish and improve the working mechanism of the Consumer Dispute Expert Committee, relying on the "Industry Consumer Dispute Linkage Mediation Service Center" to provide consumers with professional opinions on rights protection.

In recent years, the professional offices of Suzhou Consumer Protection Committee have firmly grasped the needs of rights protection and have the courage to solve the problems of rights protection. The Municipal Consumer Protection Committee has an expert team composed of 110 professional consultants of various types. Through voluntary consultations, on-site inspections, analysis of novel and difficult consumer complaints, it concentrates its professional advantages, provides guiding insights, and puts forward targeted opinions to effectively resolve consumer complaints. Controversies and disputes of a professional nature in the field. In 2016, various special committees accepted and handled more than 1,000 consumer complaints. Through the combination of expert reporting and dispute resolution, problems that were originally difficult to solve were recognized by both parties and properly resolved. The complaint resolution rate and mediation success The rate increased significantly.

Organize consumption surveys and product comparison tests

Lead social consumption

Organize and carry out activities such as consumption surveys, consumer observation and product comparison tests, and focus on consumer concerns and From a practical perspective, it is important to use fair evaluation procedures to analyze and compare similar goods or services, and disclose the results to the public, to provide consumers with consumer information and consulting services, and to promote consumers to better enjoy the right to know and the right to make independent choices. The Consumer Law stipulates the first public welfare responsibility to consumer associations. In 2016, the Municipal Consumer Protection Committee fully fulfilled this function and led social consumption. In February 2016, the Municipal Consumer Protection Committee launched the "Suzhou New Year's Eve Dinner Consumer Satisfaction Survey" across the city. In March, it also launched the "Suzhou Cinema Consumer Satisfaction Survey". During the New Year's Eve dinner and cinema consumption, consumption We launched a comprehensive investigation on issues such as price, fair trade, dispute resolution, and service quality that are of common concern to readers, focusing on irregularities such as false exaggeration, deception and misleading in the above areas, and invited members of the 315 Lawyers Group to comment and release them to the public. It has better improved the level of honest consumption in the field of social public cultural services.

Around March 15, the Municipal Consumer Protection Committee also actively cooperated with the Provincial Consumers Association to conduct a comparative test of travel luggage products. Together with the Consumer Protection Committees of Yangzhou and Nanjing, they jointly released comparative test results and issued consumption warnings. The municipal and district consumer protection committees have also carried out consumption surveys, observations and product quality comparison test activities based on local consumption hot spots and rights protection difficulties. For example, the Gusu District Consumer Protection Committee has carried out activities such as the "Consumption Experience Survey on Online Shopping with No Reasons to Return Seven Days" and "Comparative Consumption Observation on the Catering Service Industry Compared with the Same Period Last Year", which have played an active role in standardizing industry behavior, guiding scientific consumption, and creating a good consumption environment. effect. In line with the purpose of "guiding consumption and benefiting the people", the Wujiang District Consumer Protection Committee organized more than 300 citizens who are interested in home decoration or are undergoing decoration to carry out "home decoration consumption observation" and "stepped water price" public opinion collection and consumption survey activities; Wuzhong In response to existing problems in scenic spots, the District Consumer Protection Committee organized a "Tourist Scenic Area Consumption Observation" review activity to ensure that the review was not careless and the comments were not general, ensuring the accuracy, authority and fairness of the review content.