On 20 17, the annual theme of China Consumers Association is "network integrity, worry-free consumption", and the social and economic development goal of Suzhou is to build "independent innovation demonstration zone in southern Jiangsu". Suzhou Industrial and Commercial Bureau and Consumer Protection Committee will better adapt to this new normal, focus on this year's theme and the new overall development situation, continue to realize and safeguard the legitimate rights and interests of consumers as the fundamental purpose, and create a "Suzhou brand" for consumer rights protection.
Publicize the Consumer Law in various forms to promote social governance of consumer rights protection * * With the help of March 15 commemorative platform, Suzhou Industrial and Commercial Bureau and Consumer Protection Committee held a large-scale square consultation service activity on 20 16, and joined hands with relevant government functional departments such as tourism, food and medicine to widely publicize the new Consumer Law and the theme of "Year of China Consumers Association" to promote the formation of a consumer rights protection society.
March 15 Consumer Protection Committee of the Municipal Administration for Industry and Commerce held a large-scale square consultation service activity in Xinyi Square, Guanqian Street Park, Suzhou on March 15, and invited 4 1 administrative departments, institutions and industry organizations to form a consultation service area to answer consumers' questions on the spot. Organize 35 business service enterprises to form a corporate style area to publicize and display the image of honest enterprises.
City, District Market Supervision Administration and Consumer Protection Committee jointly set up on-site consultation service activities in towns, streets, rural areas and other prosperous areas within their jurisdiction. On the same day, the city * * * set up publicity and consultation service points 148, distributed 26 copies of various publicity materials, held 3 cultural performances, issued 702 consumer warnings, accepted 36 consumer inquiries 1030 consumer complaints, and conducted on-site mediation.
In order to further enhance the image of Suzhou city and create a good consumption atmosphere, the Municipal Consumer Protection Committee, in conjunction with relevant units, planned and produced a public welfare propaganda film with the theme of "New consumption, I am the master", and distributed a pocket book of "Warning Cases of Consumer Rights Protection" and a brochure of "Driving Safety in a 24-hour Series of Safe Consumption" to improve consumers' preventive ability.
Relying on the "Lecture Hall of Consumer Education", we will carry out the "Consumer Law Elimination" propaganda and "Eight Enters" activities, go into rural areas, communities, enterprises, schools, businesses, institutions, networks and military camps, preach to different groups, popularize daily consumption laws and regulations, scientifically consume knowledge, issue consumer warnings, and improve consumers' self-protection awareness and rights protection ability.
"Diandian 3 15" mobile App
It is more convenient to complain.
In the past, when consumers encountered consumer infringement disputes, they could call, send emails and find service points. Now, they can also pick up their mobile phones, take photos at will, collect evidence in real time, and upload the questions to the mobile App client of "Suzhou Consumer Rights Protection Link Point 3. 15", and they can handle them.
20 15 12 10, Suzhou industrial and commercial bureau and consumer protection Committee launched the "Suzhou consumer rights protection link' Diandian 3. 15'" mobile App client with the help of internet technology, extending the complaint channel from offline to online, building a new intelligent consumer rights protection system to cope with and adapt to the trend of mobile internet.
Suzhou Consumer Rights Protection Link' Diandian 3. 15' Mobile App client is divided into three sections: inquiry (joining merchants), complaint (consumer rights protection monitoring station) and evaluation (satisfaction index). Click on the corresponding section, register the name and information, and then fill in the complaint information, such as shopping method, product name, satisfaction index, etc. It can be uploaded immediately. These information will be displayed in the background of Suzhou Industrial and Commercial Bureau 123 15 Consumer Complaint Reporting Command Center and Consumer Protection Committee at the first time. The backstage staff are registered in a unified way, diverted according to complaints and reports, and handed over to the corresponding business offices for handling.
Statistics show that in 20 16 years, Suzhou consumers used "Diandian 3. 15" mobile App client to complain 1298, of which 997 cases were closed and transferred to the Consumer Protection Committee for mediation. Recover economic losses of 4 1.65 million yuan for consumers; The mediation success rate was 94.4%, and the consumer satisfaction rate was 89.3%.
Deepen the settlement mechanism of consumer disputes
The effectiveness of safeguarding rights has been greatly improved.
After years of efforts, the Municipal Administration for Industry and Commerce and the Consumer Protection Committee have established a rights protection network in urban and rural areas of the city, which consists of 107 grassroots consumer protection organizations, 1942 village and community consumer complaint stations, and 5 14 enterprise and industry supervision stations, and have drawn up relevant systems such as "Operation Types of Consumer Dispute Mediation System in County Cities" to provide help to consumers. In the "consumer dispute resolution demonstration street" area to solve consumer disputes, consumers can have the above-mentioned multiple choices, and do not go out of the block to solve them on the spot.
As a third-party organization, consumer protection organizations cannot satisfy every consumer or enterprise when handling complaints. In recent years, China Consumers Association has been exploring to build a platform for operators and consumers to reach a settlement through full communication and improve the satisfaction of both parties to the dispute settlement.
Since 2002, Suzhou has taken the lead in the construction of consumer complaint resolution mechanism in China, among which the activity of "Creating a Demonstration Street for Consumer Dispute Resolution" pioneered in China creatively promoted the construction of this mechanism to the level of promoting local economic development, providing a model for achieving this goal. Up to now, 48 demonstration streets for consumer dispute resolution have been built in the city, covering supermarkets, food, furniture, decoration, home appliances, automobiles, real estate, financial services, express delivery services, beauty salons, fitness, public utilities and other industries 10. It not only promotes the rapid and effective settlement of consumer disputes, solves practical problems for consumers, promotes operators to consciously assume social responsibilities, but also provides practical experience and platform foundation for expanding the space for safeguarding rights through the Internet.
Last year, the city's grassroots network organizations used the grassroots network dispute mediation information system to mediate consumer complaints 152, of which 30 were mediated through village (community) complaint stations; Solve consumer disputes through enterprise and industry supervision stations 122.
Establishing a cross-regional platform to promote rights protection in different places "Let more information go and consumers worry less"
In recent years, with the increasing convenience of transportation, traveling abroad has become a new way of life for the masses. When accepting complaints, Suzhou Consumer Protection Committee found that the number of complaints about shopping in different places was increasing year by year. In the actual process, there are some problems, such as communication difficulties, long mediation period, high cost of safeguarding rights, and big consumer opinions.
In order to better protect Suzhou consumers' consumption infringement when they shop in different places, Suzhou Industrial and Commercial Bureau and Consumer Protection Committee rely on the platform advantages of Suzhou and other regions, cooperate with each other, seek common development, break the traditional practice of localization of consumer rights protection, interact and cooperate with consumer rights protection organizations in neighboring cities and outside the province, exchange information, regional linkage, and establish a cooperative network of consumer dispute relief and rights protection in different places.
20 15,15 On August 3, Suzhou signed a cooperation agreement with Jiaxing and Huzhou Consumer Protection Committees in Zhejiang Province, relying on the Internet to strengthen social supervision of goods and services by establishing and applying a consumer satisfaction evaluation system. 65438+February 10, organized and held the 20 15 annual meeting of Taihu City Consumer Rights Protection Cooperation. Signed the Memorandum of Cooperation on Consumer Rights Protection in Cities Adjacent to Taihu Lake with consumer rights protection organizations in seven cities (regions) including Wuxi, Changzhou, Huzhou, Jiaxing, Xuancheng, Anhui and Qingpu, Zhejiang Province, which further expanded and extended the coverage of consumer rights protection work and minimized the cost of consumer rights protection for Suzhou consumers in these regions.
Carrying out the system of letters and visits, resolving group disputes, and facing up to the authority of communication. Because the object of consumer goods and services is the whole consumer group, not one or a few specific people, consumer disputes often involve a large number of people and have a wide range of influence. In recent years, when consumers encounter fraud in goods and services, group disputes frequently occur. In order to better safeguard the public interest, Suzhou Consumer Protection Committee introduced an interview mechanism to make suggestions on the outstanding problems existing in enterprises. While urging them to standardize themselves and rectify their deficiencies, they actively communicate with relevant administrative departments and report the situation.
Judging from the complaints in June last year, the complaint resolution rate was lower than 40% on average ... 2016. In August, the Municipal Consumer Protection Committee interviewed five urban household appliance brand distributors and production enterprises, including Gome and Siemens, demanding that complaints be resolved within a time limit, the name and telephone number of the general person in charge of after-sales service should be reported, and legal and qualified after-sales service outlets should be provided to improve the complaint resolution rate. According to the unified deployment of Jiangsu Consumers Association, since June 5438+ 10 last year, the Municipal Consumer Protection Committee has interviewed three water supply companies in Wuzhong District, High-tech Zone and Xiangcheng District of Suzhou, asking them to come up with rectification plans before February 20.
In 20 16, Suzhou Consumer Protection Committee organized more than 10 interviews with enterprises (including about 6 public interviews), and interviewed dozens of enterprises, which achieved good social effects in resolving group consumption disputes and maintaining social fairness and justice. Interviewing five enterprises with outstanding problems in home appliance suppliers has aroused widespread concern in society and promoted the implementation of the Consumer Law in enterprises. Interview with public institutions such as water supply and cable TV in the city, publicly disclose the infringement of relevant industries and put forward relevant suggestions, and formulate the Model Text of Suzhou Water Supply Industry Format Contract, which has attracted the attention of relevant municipal departments, directly optimized the industry to create a safe consumption environment, and enhanced the awareness of consumer rights protection of relevant departments and enterprises. Innovating docking mechanism, promoting dispute resolution and getting through the "last mile" Consumer Protection Committee's mediation of consumer disputes has the nature of civil mediation. If you encounter tough operators, it will inevitably lead to a deadlock in mediation. Therefore, in order to fulfill the responsibilities of consumer rights organizations, we must integrate various social resources such as people's mediation, administrative mediation and judicial mediation, and comprehensively use various ways and means such as mediation, arbitration and litigation to form an effective solution system for contradictions and disputes with complementary functions and procedural cohesion, so as to ensure that consumers' demands can be realized.
In 20 14, the city's industrial and commercial system, consumer protection organizations at all levels and local courts jointly established a "linkage mediation mechanism" to expand the channels of rights protection and help consumers protect their rights in various new consumption fields. That is to say, all consumer dispute cases that have not been mediated by the court and the Consumer Protection Committee and the subject matter meets the requirements, or small consumer dispute cases that have been accepted by the court but have not been mediated by the Consumer Protection Committee, will be mediated by the Consumer Rights Dispute Mediation Studio and the Consumer Rights Dispute Circuit Court of the two places, giving consumers an additional way to protect their rights.
Gather professional wisdom and work together to solve disputes
Experts go to the mediation "front desk"
Compared with the national consumer rights protection work, Suzhou's consumer rights protection complaints not only face a large number of complaints, but also face problems such as strong professionalism and difficulty in mediation. In order to meet the requirements of the new situation and new tasks, Suzhou Industrial and Commercial Bureau and Consumer Protection Committee have boldly explored ways and means of professional rights protection for some industries with strong professionalism and technology and difficult complaints. Since 1997, they have set up professional committees for furniture, gold jewelry, home improvement, household appliances, agricultural products and agricultural means of production to deal with difficult consumption disputes. Establish and improve the working mechanism of consumer dispute expert committees, and provide consumers with professional opinions on rights protection by relying on the "industrial consumer dispute linkage mediation service center".
In recent years, the professional offices of Suzhou Consumer Protection Committee have firmly grasped the demand for rights protection and have the courage to solve the problem of rights protection. The Municipal Consumer Protection Committee has an expert team composed of 1 10 professional consultants. Through voluntary consultation, on-the-spot investigation and analysis of novel and difficult consumer complaints, we can concentrate their professional advantages, provide guiding opinions and put forward targeted opinions, and effectively solve professional disputes and disputes in the field of consumption. In 20 16, the specialized committees * * * accepted and handled more than 1,000 consumer complaints 1000. Through the combination of experts and dispute resolution, the problems that were originally difficult to solve were recognized by both parties and properly solved, and the complaint resolution rate and mediation success rate were greatly improved.
Organize consumption surveys and commodity comparison experiments.
Leading social consumption
Organizing consumer surveys, consumer observation and commodity comparison experiments, analyzing and comparing similar goods or services with fair evaluation procedures from the perspective of consumers' concern and practicality, and making the results public, providing consumers with consumer information and consulting services, and promoting consumers to better enjoy the right to know and the right to choose independently, is the first public welfare duty entrusted to consumers' associations by Consumer Law. 20 16, the municipal consumer protection Committee fully performed this function. On February 20 16, the Municipal Consumer Protection Committee carried out the "Suzhou New Year's Eve Consumer Satisfaction Survey" and the "Suzhou Cinema Consumer Satisfaction Survey" in March, and conducted a comprehensive investigation on the price, fair trade, dispute resolution, service quality and other issues that consumers are generally concerned about in the consumption of New Year's Eve and cinemas, focusing on the irregularities such as false exaggeration, deception and misleading in the above fields, and invited 366.
Around March 15, the Municipal Consumer Protection Committee also actively cooperated with the Provincial Consumers Association to carry out a comparative test of travel luggage products. Together with the Consumer Protection Committees in Yangzhou and Nanjing, the results of comparative tests were released, and consumer warnings were issued. Combined with local consumption hotspots and difficulties in safeguarding rights, the municipal and district consumer protection committees also carried out consumption surveys, physical observation and comparative experiments on commodity quality. For example, the Consumer Protection Committee of gusu district carried out activities such as "Investigation on Consumption Experience of Online Shopping for Seven Days without Reasons to Return Goods" and "Comparison of Consumption in Catering Service Industry with the Same Period of Last Year", which played a positive role in standardizing industry behavior, guiding scientific consumption and creating a good consumption environment. With the aim of "guiding consumption and benefiting the people", Wujiang Consumer Protection Committee organized more than 300 citizens who are interested in home improvement or are renovating to carry out public opinion collection and consumption survey activities of "home improvement consumption observation" and "ladder water price"; In view of the problems existing in scenic spots, Wuzhong District Consumer Protection Committee organized and carried out the evaluation activity of "observing the consumption in scenic spots" to ensure the accuracy, authority and impartiality of the evaluation content.