A, 12312 hotline acceptance range
1, according to the "Liquor Circulation Management Measures" relevant provisions, acceptance of alcohol operators did not apply for the record registration as well as unlicensed production, sales and sales of shoddy liquor goods, no liquor circulation accompanying the single and other violations of the law to report complaints.
2, according to the "Pawnshop Management Measures" relevant provisions, accept the existence of illegal establishment, illegal operation, illegal operation and concealment of the true operating conditions and other violations of the pawning behavior of reporting complaints.
3, according to the "auction management measures" relevant provisions of the auction process to receive reports on violations of law complaints.
4, according to "Used Car Circulation Management Measures," the relevant provisions of the circulation of used cars, acceptance of the circulation of used cars in the sale of illegal acts of reporting complaints.
5, according to "refined oil market management measures" relevant provisions of the refined oil business process of reporting violations.
6, according to "Commercial Franchise Management Measures" and "Commercial Franchise Disclosure Management Measures," the provisions of the commercial franchisee to receive reports of illegal and irregular business complaints.
7. In accordance with the relevant provisions of the Measures for the Administration of Promotional Behavior of Retailers, it receives reports and complaints about false advertising, publicity and refusal to return or exchange goods on the basis of promotional reasons or setting up obstacles to consumers' return or exchange of goods, and other illegal and irregular behaviors.
8. In accordance with the provisions of the Measures for the Administration of Fair Trade between Retailers and Suppliers, we will receive reports and complaints about retailers' delays in payment to suppliers, the collection of improper fees or charges in disguise, suppliers' forced selling of goods ordered by retailers, and restrictions on the sale of retailers' goods from other suppliers.
9, in accordance with the "recycling of renewable resources management measures" of the relevant provisions of the recycling of renewable resources to receive reports of complaints of violations of the law.
10, according to the business sector on the drug distribution industry management of the relevant provisions of the drug distribution process to receive reports on violations of the complaint.
11, according to the relevant provisions of the business sector, to receive large retailers to charge suppliers illegal violations of the report complaints.
12, according to the "single-use commercial prepaid card management measures" of the relevant provisions of the card-issuing enterprises do not follow the provisions of the record and other violations of the report complaints.
13, according to the relevant national and provincial laws and regulations, to accept the business sector is responsible for other market violations of reported complaints.
Two, 12312 service center has what job responsibilities?
1, 12312 Business Reporting and Complaints Service Center accepts the following scope of reporting and complaint consulting services: oil market, coal market, renewable resources recycling, catering, lodging, bathing, footbaths, direct marketing, network trading, franchising, retailer promotions, retail trading, recycling of end-of-life automobiles, hairdressing, washing and dyeing, auctions, pawnbrokers, foreign labor cooperation, foreign contracted projects Domestic and foreign trade, foreign economic areas and anti-dumping, anti-subsidy, anti-monopoly and other aspects of disturbing the market order and infringement of intellectual property rights protection of reported complaints, as well as related laws and regulations of the policy advice, and to do a good job of registering, triage, referral, handling, feedback.
2, for the public and enterprises to provide business sector related laws, regulations, rules, normative documents, as well as administrative approvals and procedures for consultation and guidance services.
3, collection and reporting of emergencies that jeopardize the order of business administration, abnormalities in domestic and foreign trade, and important information on the order of the market economy.
12312 Business Complaints Hotline to receive the jurisdiction of the business sector to report complaints of disruption of market order. According to the above it can be seen that it receives a very wide range. Involving all aspects of the maintenance of market stability in the field of business.
Three, 12312 Business Reporting and Complaints Service Center workflow
1, reception "12312" Reporting and Complaints Service Center should be carefully received by consumers by phone, book, text message, the Internet or visits and other forms of reporting, complaints. Reporting and complaint matters 24-hour acceptance system.
2, registration of reported complaints to be registered. The name of the reported complainant's name or unit name, telephone number, postal code, was reported to complain about the facts of the violation of the law and the relevant clues, evidence and so on to be recorded in detail; to report the complainant's name, address, telephone number, postal code, complaint requirements should be carefully recorded. Whistleblowers are not willing to disclose their names and identities should be respected.
3, within the purview of the business sector to receive reports of complaints, should be in accordance with relevant laws and regulations in the field of business acceptance.
4, dealing with the facts, simple circumstances, suitable for simple procedures on the spot investigation and handling of the case, by the receiving department referred to the Business Inspectorate timely handling; also need to be investigated and dealt with cases, according to the division of responsibilities, there are according to the Inspectorate or the relevant functional agencies. Complaints about consumer disputes belonging to civil disputes should be mediated in accordance with the relevant provisions. Consultation calls, the receptionist should be correctly answered, the answer can not be, should explain the situation, or told to the relevant departments to consult. For reports and complaints that do not fall within the jurisdiction of the administrative department of the Food and Drug Administration, should be reported to the complainant to explain the situation.
5, the complaint case mediation according to law, in accordance with the prescribed procedures to inform the complainant; report the results of the case, if necessary, can be replied to the informant.
6, archiving the handling of reports and complaints and related materials should be filed in a timely manner.
SummaryIn recent years, the Ministry of Commerce and relevant departments to establish and improve the zero supply regulatory coordination mechanism to increase the joint supervision and inspection of violations. Through the 12312 window to receive timely reports, complaints, to the local and relevant departments to transfer the complaint cases.
Legal basis:
"Ministry of Commerce on the strengthening of administrative law enforcement work in the business"
Article 503
1, decided to use the existing report and complaint service center resources, extend the network, expand the function, the formation of the field of business 12312 report and complaint service system as an important support for the work of administrative law enforcement in the business. Administrative law enforcement work is an important support.
2, in order to strengthen commercial administrative law enforcement, maintenance of order in the circulation of trade, the Ministry of Commerce to guide the provincial, prefectural and above the city business departments to establish a 12312 business reporting and complaint service centers, the opening of a unified 12312 business reporting and complaint service hotline, the construction of a nationwide 12312 business reporting and complaint service system.