Since 21xx, the protection of consumers' rights and interests in the city has focused on the implementation of the new consumer law, closely focusing on commodity quality supervision in the circulation field, handling of 12315 consumer complaints and reports, various special actions and consumer education guidance. Significant achievements have been made in raising consumers' awareness, improving social mechanisms, resolving disputes over consumer rights and interests, strengthening market supervision, and cracking down on consumer infringement and illegal acts, effectively protecting consumers' legitimate rights and interests, improving the efficiency of consumer work, creating a consumption environment that is more conducive to the protection of consumers' rights and interests, and effectively safeguarding consumer safety and market stability. In the first half of this year, we mainly focused on the following tasks:

First, we should popularize and implement the publicity and training of the new Consumer Law, and create a strong atmosphere of protecting consumers' rights and interests according to law

First, we should firmly grasp the main features and new regulations of the new Consumer Law in the practice of training and applying the new Consumer Law, so as to provide legal support for effectively safeguarding consumers' legitimate rights and interests. The second is to carry out various forms of publicity and popularization activities of new consumer law. Through the pre-meeting activities, March and May activities, food safety publicity week, on-site consulting services, setting up publicity columns, distributing publicity materials, holding symposiums, and setting up consumption classes, the knowledge of new consumer law and consumption was popularized, guiding consumers to safeguard their rights and interests according to law, and the awareness of law-abiding operation of operators and consumers was significantly improved. Third, the system adopts various forms to carry out the study and training of new consumer law, and organizes relevant administrative law enforcement departments, operators and consumer representatives to concentrate on study and discussion, which has received obvious results. Fourth, through the activities of "Consumer * Integrating into Community Grid Management" and "Five Enters" in 12315, the new consumer law was introduced into communities, shopping malls, markets, supermarkets, enterprises and scenic spots, and "peer-to-peer, face-to-face" publicity was conducted through consumer * service stations and consumer education demonstration bases, which was widely praised by consumers and enterprises. Fifthly, using TV, newspapers, magazines, internet and other media to publicize and report the characteristics of the new consumer law and the specific problems in its application in Meishan Daily, China Consumer Network and Sichuan Consumer Network, and achieved good results. Through a series of publicity and education activities, the whole society's awareness of the new consumer law has been improved, the operators' awareness of honesty and law-abiding operation has been enhanced, and the consumers' awareness has been enhanced, forming a profound atmosphere in accordance with the law in the city and further creating a scientific, rational, assured, safe and sustainable consumption environment.

Second, pay attention to the supervision of commodity quality in the circulation field and create a safe and secure consumption environment

First, based on market inspections, further improve and consolidate the long-term mechanism of commodity quality supervision, supervise operators to conscientiously implement the responsibility of commodity quality management, strengthen the integrity and self-discipline of operators, implement the system of inspection of incoming and outgoing goods, the system of obtaining certificates and tickets and the system of delisting unqualified goods, and ensure the quality of goods at the source. Second, strengthen market supervision, organize sampling inspection of commodity quality, investigate and deal with unqualified commodities and other kinds of consumer violations, and further intensify efforts. Combined with the actual situation, based on the function, we will further strengthen supervision in circulation and consumption, severely crack down on all kinds of illegal acts that infringe on the legitimate rights and interests of consumers, earnestly safeguard the legitimate rights and interests of consumers, and create a safe and secure consumption environment. In accordance with the unified arrangements of the provincial and municipal industrial and commercial bureaus, 135 batches of seven categories of goods, such as steel, range hoods, fire-fighting equipment, auto parts, gold jewelry, wires and cables, and mobile phones, have been randomly inspected throughout the city this year. Four batches of fire-fighting equipment and seven batches of auto parts are unqualified, and the district and county industrial and commercial quality supervision bureaus are investigating the unqualified goods, and the rest are still in the process of testing. We will implement the Measures for Punishment of Acts against Consumers' Rights and Interests, intensify law enforcement and safeguard the legitimate rights and interests of consumers according to law. Since the beginning of this year, the city's industrial and commercial authorities at all levels have filed a case this year to investigate and deal with 138 cases of illegal sales of substandard goods and various types of consumer infringement, with a fine of 1.4 million yuan.

Third, focus on special rectification actions and develop consumption in key areas *

First, according to the work requirements of the provincial bureau's "Red Shield Spring Thunder Action 21XX", we launched a special action to investigate and deal with violations of consumers' legitimate rights and interests.

The second is to carry out special rectification work on the quality of children's products. Take children's products such as children's clothes, children's shoes, children's toys, baby carriages and children's safety seats as key varieties, urban-rural fringe areas and rural areas as key areas, shopping malls, supermarkets, bazaars, wholesale markets and small shops around schools as key places, strengthen supervision over the quality of children's products according to national mandatory standards, and focus on checking whether labels and warning signs are complete, whether the manufacturer's name and address are indicated, and whether Chinese instructions are provided on commodity packaging. 331 law enforcement officers were dispatched, 541 households were inspected, 6 unlicensed children's products business households were standardized, 2 households were ordered to rectify on the spot, 11 consumer inquiries about the quality of children's products were accepted, and 24 complaints were made, saving consumers an economic loss of 21,111 to 31,111 yuan. Through rectification, the children's products market has been further standardized and purified.

The third is to cooperate with public security departments to carry out the rectification of electric bicycles.

Fourth, according to the requirements of the Notice of Meishan Administration for Industry and Commerce on Developing Consumption in Key Areas, we will carry out special rectification of consumption in key areas around the "five highlights". Highlight household electronic and electrical products and focus on solving problems in product quality, after-sales service and maintenance service; Highlight clothing, shoes and hats, and focus on solving outstanding problems such as nonstandard labeling, substandard quality and potential safety hazards; Highlight the decoration materials and concentrate on solving the problems existing in consumer safety; Highlight transportation commodities and focus on solving outstanding problems that have hidden dangers to road traffic safety and consumers' personal safety; Highlight the consumption in relevant service areas, and focus on solving problems such as false propaganda and unfair contract format clauses. Investigate and deal with illegal acts of selling unqualified goods through spot check and inspection of commodities. Intensify daily inspections, strengthen inspections of rural markets, suburban areas, surrounding campuses, and communities, carefully clean up and investigate, and eliminate potential safety hazards in time; Strengthen the inspection of bazaars, shopping malls and supermarkets, urge operators to strictly implement the systems of incoming goods inspection, incoming and outgoing goods ledger and quality acceptance, and further standardize the business behavior of operators.

Fifth, according to the requirements of the Notice of Meishan Administration for Industry and Commerce on Further Strengthening the Work of Consumption in Related Service Fields, we organized and carried out consumption in related service fields. Focusing on investigating and dealing with illegal acts in the service sector, we will effectively increase consumption in the service sector, continuously improve the service level of consumer companies, and promote the healthy and orderly development of the service industry; Highlight key points, strengthen market inspections, and increase the investigation and punishment of illegal acts; Combined with consumer complaints and reports, we will carry out special rectification with cable TV, telecommunications, power supply, gas supply, water supply, medical care, beauty salons, tourism, intermediary and other public services closely related to consumers as key industries; Focusing on problems such as inadequate after-sales service, service fraud, unfair format clauses, compulsory consumption, false advertisements, misleading consumption, and using special status and management advantages to restrict and infringe on consumers' legitimate rights and interests, we have effectively strengthened and enforced the law, and achieved remarkable results. The whole system accepted 85 consumer complaints in the service sector, saving consumers an economic loss of 211,111 yuan. Handle 11 cases of consumer infringement in the service field, with a fine of 1.2 million yuan.

Sixth, based on the industrial and commercial functions, we cooperated with the Municipal Food Safety Office and the Municipal Food and Drug Administration to carry out food safety work, cooperated with the inspection of more than 51 food production units, 811 food business households and 61 bazaars, banned more than 31 unlicensed businesses, ordered more than 21 households to rectify, and filed 31 cases of illegal food such as trademarks, advertisements and unfair competition. Seventh, special rectification work on the quality and safety of fire protection products was carried out as required to promote fire safety.

IV. Handling consumer complaints and reports in 12315

First, conscientiously implement the measures for handling consumer complaints by the administrative department for industry and commerce and the work specifications of the 12315 complaint and report center, and uniformly use the "Record Book of Consumer Complaints and Reports" and the "Handbook of Consumer Complaints and Reports" to carry out business training. The second is to further establish and improve the 12315* network, expand complaint channels, give full play to the role of the 12315 consumer complaint reporting network, and improve the quality of *. "One Meeting, Two Stations", 12315 "Five Enters" and 12315 platform data information input work have been solidly promoted, laying a good foundation for the development of consumer rights protection. Strengthen the construction of "one meeting, two stations" and "five advances" in 12315, strengthen the input of basic data, lay a solid foundation at the grassroots level, and solve consumer disputes at the grassroots level. The third is to innovate the working methods, formulate the work plan of integrating consumer * into community grid management, promote this work in the whole city, set up 12315 contact station and consumer complaint station in community norms according to the standard of "eight have four unifications", and hire community grid staff as consumer * liaison officers, so as to realize that general consumer complaints can not leave the community and achieve obvious results. The fourth is to carry out the work of "transferring complaints to cases" and form a joint effort of timely acceptance, smooth circulation, quick disposal and powerful investigation. Hongya County Bureau of Industrial and Commercial Quality Supervision handled 1 cases of infringement and violation of law through "transfer of cases", with a fine of 31,111 yuan. The city * staff think about what consumers think, worry about what consumers are anxious about, do what consumers need, be sincere and sincere, handle consumer complaints according to law, and effectively solve problems for consumers. Since the beginning of this year, the city has received more than 3,111 consumer consultations, handled 416 complaints and reports from consumers, and recovered economic losses of 611,111 yuan for consumers.

Fifth, pay attention to consumer education and guide scientific and rational consumption

First, actively carry out publicity, education and guidance on consumption. Make full use of radio, television, newspapers, magazines and other news platforms for publicity and reporting, and vigorously advocate civilized, healthy, green, environmentally friendly and low-carbon consumption patterns. The city has publicized and reported on the protection of consumer rights and interests for more than 41 times in various media, forming a great publicity momentum. The second is to take the opportunity of the publicity and commemoration of the International Consumer Rights Day on March 5, 2115 to focus on breaking through the hot and difficult issues in the consumption field closely related to consumers, and strive to create a strong atmosphere of consumption. Third, various forms of consumer education are carried out by organizing "lecture halls for consumer education", introducing laws into private enterprises' activities, establishing and perfecting "demonstration bases for consumer education" and "Five Enters" in 12315. Fourth, timely release consumer tips and warnings, and strive to create a scientific, rational, safe, assured and sustainable consumption environment.

in the second half of the year, the protection of consumers' rights and interests in the whole city will focus on the publicity and implementation of the new consumer law and supporting regulations, the supervision of commodity quality in the circulation field, the handling of complaints and reports of consumers in key areas, and the integration of consumers' complaints into community grid management, so as to enhance their efficiency and safeguard their rights and interests.

Chapter II

In order to promote the healthy development of Shanghai's banking industry and create a harmonious and honest financial environment, in line with the city's promotion activities of "Harmonious Financial Integrity Service" for Shanghai Banking Industry 315 International Consumer Rights Day, according to the relevant requirements of Shanghai Banking Association and branch offices, the Bank launched the theme publicity activities of "315 International Consumer Rights Day" in 111 branches in all districts and counties of the city on March 5, 2113. Despite the cold wind on the day of the event, the service enthusiasm of our staff infected every customer in the past and actively publicized and popularized financial knowledge. Improving the level of financial services and safeguarding the rights and interests of financial consumers are important measures for the Bank to fulfill its corporate social responsibility and set an example of industry service, and also reflect the core corporate values of the Bank's "customer-centered" all the time. In order to protect the rights and interests of financial consumers, from the customer's point of view, and considering the customer's thoughts, 111 outlets under the jurisdiction participated actively in the activities, and accepted customer consultation through the distribution of leaflets and on-site stalls, which achieved good results. The activities are as follows:

1. Five branches of the Bank participated in the publicity activities of setting up stalls at 111 outlets in the same industry in the city

Luwan Dapu Road Sub-branch, Xuhui Damuqiao Road Sub-branch, Pudong Lianyang Sub-branch, the mass customer service team of the branch business department and Nanjing West Road Sub-branch participated in the publicity activities of setting up stalls at 111 outlets in the city as five key outlets. After receiving the relevant notice, each activity unit attached great importance to it, and organized and arranged the staff as soon as possible according to the requirements of the activity, and prepared all kinds of publicity materials.

At 9: 31-11: 31 am on March 5th, five key outlets of the Bank selected outlets or open squares with more crowded people, set up an outdoor "publicity platform for financial knowledge popularization", and set up a publicity board for "harmonious finance and honest service" in Yi Labao. At the same time, publicity materials related to telecom fraud risk prevention, bank cards, wealth management products and other aspects were placed to provide on-site knowledge to the people in the past.

In addition to financial knowledge leaflets on "preventing financial risks", "bank cards" and "personal finance", various outlets also prepared information leaflets on preventing telecom fraud, cards, posters, brochures on currency anti-counterfeiting knowledge and leaflets on preventing illegal fund-raising. Luwan Xietu Road Sub-branch, Xuhui Damuqiao Road Sub-branch and other outlets are surrounded by residential areas, mostly middle-aged and elderly residents, and are the main customer groups of outlets. In view of the fact that many middle-aged and elderly customers are not alert to the modus operandi of various fraudsters, and at the same time, they are vague about the concepts of various products, so when introducing the publicity content in detail, our employees mainly introduce the contents in the publicity leaflet, and also remind customers to read carefully and pay more attention to relevant knowledge at ordinary times. The business department of the branch, Jing 'an Nanjing West Road Sub-branch and Pudong Lianyang Sub-branch, because they are located in downtown areas, all chose business districts or outlets with large traffic, and received on-site consultation and answers from past customers, with remarkable results. When an individual customer asks about the unknown fraud message he received, our staff immediately reminds the customer that he can't trust it and can't transfer it to the so-called "safe account". Besides the prompt, he prepares promotional materials for him to learn and understand, and reminds the customer to learn more in daily life and take precautions.

Second, 111 branches of the Bank participated in financial knowledge popularization publicity activities

Nearly 111 branches of the Bank also publicized financial risk prevention, account security, currency anti-counterfeiting and other knowledge to customers through the establishment of lanterns, leaflets and outlets. Some sub-branches such as Nanhui, in combination with the "Three Enters" activities, promoted modern financial knowledge to the broad masses of customers by entering residential communities, business districts and small and micro enterprises, popularized financial products, services and laws, and used vivid cases and explanations to strengthen residents' vigilance against telecom fraud and other crimes. Vivid and vivid case explanations and exquisite and beneficial leaflets have made customers deeply feel the service enthusiasm of our staff at the event site, which has narrowed the relationship with consumers and consolidated our century-old brand.

After a day of promotional activities, our bank * * * distributed more than 51,111 copies of promotional materials such as "Personal Finance", "Financial Risk Prevention", "Bank Card" and our anti-fraud and fraud prevention to customers, received more than 5,111 customers, and collected more than 811 service satisfaction questionnaires.