On shopping mall of Shanghai Nanjing road, clerk of the drugstore in an old name explains how to differentiate material of Chinese traditional medicine of true and false to the citizen, help consumer enhances power of dimension powers and functions. People visual sense
Rose on May 1, city of a few ground begins will former industrial and commercial 12315, qualitative check 12365, feed medicine 12331, valence inspect 12358, intellectual property 12330 wait for 5 hot lines to unite conformity to superintend a hot line for 12315 markets, implementation whole trench, whole business, whole system is complained inform against concentration assemble. This year in March, national market superintends total bureau to allot " about integrated construction 12315 administration execute the law better service market superintends the system the opinion that execute the law " , clear former 5 big platform and the schedule with integrated hot line, requirement this year before the end of the year, countrywide various market superintends a branch to unite 12315 platform of use whole nation.
12315 " external " after implementation, consumer dimension authority will be more convenience quick, consumptive environment also will be improved further. Current, does our country consume an environment how? Still exist what problem? How expedite dimension is authority channel, farther arouse home to consume latent capacity? The reporter interviewed superintendency branch and partial expert, consumer.
Consciousness of consumptive dimension authority rises
The environment that consumer complains dimension to counterpoise was improved many, in the meantime, also put in the net to buy complain growth to wait for a problem more quickly
"Imprest card consumption makes popular feeling irritated really sometimes. " Beijing citizen Li Li bought a piece of fitness to get stuck, contain 80 class hour, the class is done not have finish rested for some time because of a small operation, resume classes goes later, counterjumper tells her place buys course to already expired, must continue to buy new tax gift " activation " block li of original course, "When handling card at the outset, did not say course can expire. " in Li Li heart rough.
Li Li and businessman are communicated twice still cannot reach consistent, dial 12315 consumer of local to complain inform against a hot line to complain, "The staff member enquires shop name, address in detail, complain a reason to wait, tell me to the reply can give out inside 7 weekday. " do not give a week, this fitness atelier calls Li Li to apologize, affirmatory termless let her make gone place buys class hour.
When consumer legitimate rights and interests is damaged, after talking things over with the businessman, reach hard when agreeing, do not mean be about to eat " be unable to speak out about one's grievances " , can safeguard oneself rights and interests through a variety of channel however.
National market superintends total bureau relevant controller introduces, basis " consumer rights and interests protects a law " , consumer can safeguard legitimate rights and interests through 4 kinds of ways: It is request consumer society other perhaps mediation organizes mediation; 2 be complain to concerned service; 3 it is basis and operator reached arbitral agreement submits to to arbitrate the orgnaization arbitrates; 4 be to people court to lodge a complaint. Because the arbitration is mixed,sue time longer, consumer chooses to ask pass the time in a leisurely way normally assist wait for an organization to mediate or pass " 12315 " consumer is complained inform against phone of special railway line and countrywide Internet platform to undertake complaining.
Last year, countrywide market superintendency department receives consumer to complain in all, inform against, seek advice from eleven million two hundred and forty-nine thousand six hundred, grow 20.74% compared to the same period. Among them, complain three million seven hundred and twenty-five thousand six hundred, inform against six hundred and six thousand nine hundred, seek advice from six million nine hundred and seventeen thousand one hundred,
Consumer of institute of Chinese youth politics protects a law Zhang Yanfang of research center director thinks: "In recent years, consciousness of consumer dimension authority rises greatly, and, as ' put a canal to take ' reform is deepened continuously, the government serves efficiency promotion, complain inform against a way more expedite. Overall will tell, the environment that consumer complains dimension to counterpoise was improved many. The environment that consumer complains dimension to counterpoise was improved many..
Last year, index of authority of countrywide consumption dimension is on average 91.53, 5 years with the past average photograph is compared, grew 1.9 to nod. The whole nation consumes dimension authority index is small growth, maintain in perch, show our country consumes an environment to last to good.
In the meantime, the analysis complains data to also discover a few outstanding problems, for instance rapid development caused electronic business affairs dispute of a few consumption, the net is bought complain present rapid growth state. Statistic shows, countrywide electron business affairs traded last year the forehead is 31.63 trillion yuan, than going up year of growth 8.5% . Countrywide market superintendency department accepts a network to shop in all complain 1.682 million, grow 126.2% compared to the same period, complain a problem to basically be: Agreement of contract of nonperformance of false advertisement, fake, off quality, operator refus.
"User thinking " prize consumption
"External " make cost of consumer dimension authority lower, speed faster, effect is better, invite customer more be at ease go boldly consuming
National market superintended total bureau to establish 2018 previously, I am state-owned and industrial and commercial 12315, qualitative check 12365, feed medicine 12331, valence inspect 12358, intellectual property 12330 wait to be complained 5 times inform against hot line and platform. Consumer wants to had done superintendency branch function to divide the work first before complain " homework " , because complain a problem,may not belong to this branch otherwise administer and let complain " did not have later development " .
National market superintends total bureau to be convenient consumer, accelerating 5 to complain the unified pace that informs against hot line and platform. Will come true inside 2019 " external, multi-line and date, concentration is received listen, various undertake, the branch is depended on duty deal with " ; Will come true 2020 " external, centralized management, civilian benefit look forward to, efficient execute the law " .
Shanghai citizen Mr Zhao complained a waterproof camera to drink water last year, "I dial more familiar 12315 hot lines to complain first, after the staff member understands a situation in detail, telling me is product quality problem, should dial 12365 seek qualitative check branch. When I am complained again, answered same question again, superintendency branch and I wasted many time. Hear of now complain a hot line to will be united, feel very convenient. Feel very convenient..
On April 29, hunan Xiangtan market supervises management board to announce to rise from May 1, original 5 hot lines are unified conformity 12315 markets to superintend a hot line, the citizen needs to dial to complain only inform against a phone, can break the law to quality of food medicines and chemical reagents, product, price, the content such as intellectual property undertakes advisory, complain and inform against.
Superintendency bureau of Xiangtan city market 12315 complain inform against introduction of command center controller, the command center after conformity was added recieve and intercessory room, provided round-the-clock video supervisory system. The hotline works everyday period of time is uninterrupted receive artificially listen, speech of Duan Kaiqi of the others time leaves a message, after going to work, morrow replies one by one artificially, in complain 7 workaday inline processing to feedback, ensure consumer incoming telegram " have fulfil, at every turn has turn " .
This year before the end of the year, xiangtan city still will be advanced actively " Internet government affairs serves " " Internet market is superintended " , progressively conformity is the Internet of the former industrial and commercial, qualitative check, setting outside feeding the branch such as inspect of medicine, price, intellectual property to be opposite, small the network such as APP of letter, mobile phone appeals to beg receive channel, implementation " a number (platform) accept, a statistic of a processing of a flow, standard, window external, a branch is responsible " .
The expert expresses, "One external " be it is a center with consumer, with " user thinking " promotion government serves, can satisfy the need that shows protection of level consumer rights and interests better, better prize consumes growth.
2017, former state is industrial and commercial total bureau " 12315 Internet platform of countrywide " go up line, had accumulated rich experience, ceaseless promotion serves. Current, this platform provides PC end, APP, small letter Xiaocheng foreword and public date, pay Bao Xiaocheng foreword to wait for a variety of complaining channel, consumer can be referred 24 hours complain. For instance, platform 2 period increased function of map fixed position, consumer adds up to right beneficial to be damaged in some shop, below the condition that does not know the enterprise registers a name, can click electronic map, define a business automatically by the system, match a canal administer mechanism, essence of life complains more convenient customer definitely.
2018, "12315 Internet platform of countrywide " accept complain inform against 44.83% what occupy the market to superintend a branch to accept gross, relatively rose 2017 27.36% . 12315 " external " after implementation, accept a quantity to return will farther promotion.
Chinese trade closes to meeting academy international trade studies department head Zhao Ping thinks, "One external " make cost of consumer dimension authority lower, speed faster, effect is better, such consumer talent are enough more be at ease go boldly consuming.
The net is bought complaining still is difficulty
When complaining net inn, a few consumer because the likelihood defines information of the person that be complained hard, choose to complain a place hard, hard the problem such as quote abandons complaining
"The net buys 7 days to retreat goods to be fulfilled very without reason now reach the designated position, but sometimes the net buys the ability of commodity in use that come back to discover a problem, crossed 7 Tian Zaiwei authority to be met very troublesome. " Tianjin citizen Ms. Hao bought a Su Sibo to the child on the net person draw this, in use just discovers is not complete edition abbreviates however edition, ms. Hao thinks the businessman is informed not clearly in sale page, be suspected of false sale.
Ms. Hao and businessman talk things over without if really, complain the businessman electric business platform, but platform reply Ms. Hao: Platform is in charge of superintending commodity of businessman place carry out to whether be quality goods only. But under, ms. Hao consumes dispute to mediate platform to seek a help to electric business, do not have phonic message tardy however.
The reporter discovers in interview, it is difficult that the net buys consumptive dimension to counterpoise, basically reflect in the following respects:
-- it is difficult that the person that be complained decides. Well-known trademark businessman often can be in on electric business platform business license of link of shop home page is general show a page, consumer can acquire this company name, be stationed in the information such as place, legal representative, scope of operations. But inn of a few small networks, there is name of a net only in home page introduction, consumer defines information of the person that be complained hard sometimes.
-- it is difficult to complain a place to choose. After making clear information of the person that be complained, consumer should be complained to seat of the person that be complained, still complain to seat of electric business platform?
" consumer of processing of department of industrial and commercial administration complains method " regulation: "Consumer complains the county that perhaps manages behavior happening land by operator seat (city) , the area is industrial and commercial administration department administer. " if press management behavior to produce the ground to complain, objective commodity involves express to carry, is management hair virgin soil to deliver goods the ground still is ground of sign after receiving sth? In addition, how does the aeriform commodity such as work of online game, movie and TV manage hair virgin soil to decide again?
-- consumer quote is difficult. Current, " consumer rights and interests protects a law " execute " who advocates, whose quote " principle, stipulate a few durable goods perhaps is decorated only decorate wait for a service, consumer discovers a flaw inside 6 months, assume the quote responsibility of concerned flaw by operator. In addition, consumer wants to prove problem of product presence quality, can entrust tripartite orgnaization to have identification only, bear cost. Extensive consist in mixes this one difficult problem on the line the consumption below the line.
National market superintends total bureau relevant controller expresses, basis " law of electronic business affairs " , platform of electronic business affairs ought to ask operator submits the actual information such as license of means of its identity, address, connection, administration, test of fixed nucleus is newer. Accordingly, consumer is in complain seat of not clear business is gotten when informing against, when registering the information such as company name, can be communicated with platform operator and ask for.
Zhang Yanfang thinks, dispute of contract of the person that can draw lessons from foreign offset to expend executes protection administer regulation, namely consumer abode ground is exclusive administer, do not let ground of consumer all over the country search operator seat to complain, and should allow consumer nearby to complain, let an enterprise run the road will solve complain. The enterprise wants to run less the road is about to promote a service, reduce issue.
She suggests, quote responsibility convert is executed inside bigger range, consumer is complained, should bear appraisal cost by company quote, reflect the principle that is helpful for consumer better.
Last year, the contributive rate that final spending expenses increases to gross domestic product already was achieved 76.2% , the fundamental sex effect that consumption develops to our country economy increases ceaselessly. Zhao Ping thinks, build be at ease consumptive environment, arouse consumptive potential further, still need to strengthen consumptive safeguard, blow is fake product, resolve the difficulty in consuming dimension to counterpoise.
12315 " external " it is authority of dimension of a consumption " high speed road " , wait in construction platform " hardware " while, still should perfect standard and mechanism to wait " software " . National market superintends total bureau relevant controller introduces, in conformity former departmental door is complained inform against regulations to set, form unified " the market is superintended complain inform against processing method " , make " 12315 complain inform against central work regulation " , raise processing to complain the system that inform against to change with standardization level.
Zhang Yanfang suggests, should sentence beforehand as early as possible when making specific processing way " Internet " the new issue that brings possibly, give out corresponding solution. In the meantime, still should be perfected as soon as possible and come on stage " law of protection of consumer rights and interests carries out byelaw " , let protection of consumer rights and interests have more specific operation guideline.
" People's Daily " (on May 8, 2019 19 edition)
