The complaint process of 123 15 includes: 1, reception. 123 15 the consumer complaint reporting center will seriously accept complaints and reports by telephone, in writing, on the internet platform, and by visiting; 2. register. Register the contents of complaints and report, and record the telephone number of complaints and reports; 3. accept. Accepting complaints and reports within the authority of the administrative department for industry and commerce; 4. Analyze the specific situation and let different departments handle it; 5. reply. After mediation, the complainant will be informed of the specific results according to the prescribed procedures.

I. Conditions for the protection of consumers' rights and interests:

1. The plaintiff is a citizen, legal person and other organization that has a direct interest in this case;

2. There is a clear defendant;

3, there are specific claims and facts and reasons;

4. It belongs to the scope and jurisdiction of the people's court to accept civil litigation.

II. Procedures for protecting consumers' rights and interests:

1. After accepting the complaint, the company sends a forwarding form to the complained unit or competent department, with a complaint letter attached, requiring a reply within a certain period of time in accordance with relevant laws, regulations and policies.

2. For complaints with complicated contents and big disputes, the Consumers Association will directly or jointly handle them with relevant departments. If identification is needed, it shall be submitted to the relevant legal appraisal department for identification, and a written appraisal conclusion shall be issued. The expenses required for the appraisal are generally borne by the responsible party of the appraisal conclusion.

3. Important complaints involving a wide range, endangering consumers' rights and interests or seriously damaging consumers' rights and interests will be reflected to the government or relevant departments in time, exposed and criticized through mass media, and investigated and dealt with in cooperation with relevant functional departments.

Legal basis: Civil Code of People's Republic of China (PRC).

Article 120 Where the civil rights and interests are infringed, the infringed has the right to request the infringer to bear the tort liability.

Article 183 Where an infringer damages himself by defending the civil rights and interests of others, he shall bear civil liability and the beneficiary may give him appropriate compensation. If no infringer or infringer escapes or is unable to bear civil liability, and the victim requests compensation, the beneficiary shall give appropriate compensation.

Article 167 Where an infringement endangers the personal and property safety of others, the infringed party has the right to demand the infringer to bear the tort liability of stopping the infringement, removing the obstruction and eliminating the danger.

Article 168 Where two or more persons jointly infringe and cause damage to others, they shall be jointly and severally liable.