Legal analysis: If the case that the administrative department for industry and commerce accepts consumer complaints within the scope of its functions and powers is a civil dispute, it should implement a mediation system (but administrative mediation does not exempt the operator from administrative punishment for illegal acts). If both parties reach an agreement through mediation, in principle, a mediation document shall be made, which shall be signed by the complainant, the respondent and the mediator, stamped with the seal of the mediation organ and served on both parties. Where other corresponding methods are used for convenient mediation, relevant regulatory records shall be kept and standardized for filing.

Legal basis: Article 16 of the Provisions on Administrative Punishment Procedures for Administration of Industry and Commerce, the administrative department for industry and commerce discovers and investigates illegal acts according to the authority of supervision and inspection, or by means of complaint, appeal, report, transfer by other organs, and assignment by higher authorities.