"Five lines in one "After the consumer rights in addition to calling the 12315 hotline, but also through the Internet, WeChat and Alipay small program, cell phone App and other ways to report complaints. At the same time, the different workflow, work standards and work system of the original departments have been unified, so that consumers are no longer at a loss. In addition, the hotline and platform services will be supervised and evaluated through the establishment of a scientific appraisal and evaluation system to promote the improvement of service quality and to realize that 12315 will be extended to wherever consumer rights issues are concentrated.
Consumers' legitimate rights and interests are infringed upon, the 12315 complaint is able to play a role. 12315 is a dedicated telephone line for consumer complaints and reports and a national Internet platform that accepts consumer complaints and reports, mediates disputes over consumer rights and interests, and investigates and handles cases of infringement of consumer rights and interests and the production and sale of counterfeit and shoddy goods and other economic violations.
Article 39 of the Law of the People's Republic of China on the Protection of Consumers' Rights and Interests
Consumers and operators who have disputes over consumers' rights and interests can resolve them through the following ways:
(1) negotiating and settling the dispute with the operator;
(2) requesting mediation by a consumers' association or other mediation organization set up in accordance with the law;
(3) submitting a complaint to the Complaints to the relevant administrative departments;
(iv) Referral to an arbitration institution for arbitration under an arbitration agreement with the operator;
(v) Litigation in the People's Court.
Legal basis:
Article 46 of the Law of the People's Republic of China on the Protection of Consumer Rights and Interests of the People's Republic of China
If a consumer files a complaint with the relevant administrative department, the department shall deal with the complaint and inform the consumer of the complaint within seven working days from the date of receipt.