after the consumer complains at 12315, the Consumers Association (12315 is the phone number of the Consumers Association) will organize the merchant to negotiate and solve it. If the negotiation between merchants and consumers is not good, the Consumers Association will report the matter to the industrial and commercial administration; In fact, 12315 is only a consumer complaint handling institution set up in the Industrial and Commercial Bureau, that is, it handles consumer complaints from a fair and just perspective, and generally only mediates and does not impose any punishment. If a merchant is complained of infringing on the rights and interests of consumers, the industrial and commercial administration will investigate the behavior of the merchant and impose administrative penalties on the merchant (enterprise, merchant) according to the investigation results. Including revocation of business license, fine, confiscation of illegal income, order to suspend business, etc.; If a merchant infringes on consumers' rights and interests, consumers may bring a civil lawsuit to the merchant (enterprise, merchant) in court, demanding various compensations from the merchant.

after being complained, 12315 will call consumers and businesses to mediate. As for whether consumers can get compensation, because 12315 has no law enforcement power, it depends on the mediation results, and the administrative department will investigate and deal with it. If serious quality problems are involved, they will report the relevant information to the administrative department for verification. Citizens can report food safety violations in the catering sector within their regulatory responsibilities through letters, visits, the Internet, telephone calls, etc. After being verified and dealt with according to law, they will be given corresponding material and spiritual rewards according to the application of the informants. Food violations shall be rewarded according to 5% of the amount of fines and confiscations in reported cases, and the reward for each illegal case shall not exceed 211,111 yuan in principle.

What are the consequences of being complained by 12315?

(1) After the consumer complains to 12315, the Consumers Association (12315 is the phone number of the Consumers Association) will organize the merchants to negotiate and solve it. If the negotiation between merchants and consumers is not good, the Consumers Association will report the matter to the industrial and commercial administration;

(2) if a merchant is complained of infringing on the rights and interests of consumers, the industrial and commercial administration will investigate the behavior of the merchant and impose administrative penalties on the merchant (enterprise, merchant) according to the investigation results. Including revocation of business license, fine, confiscation of illegal income, order to suspend business, etc.;

(3) If a merchant infringes on the rights and interests of consumers, consumers may bring a civil lawsuit to the merchant (enterprise, merchant) in court, demanding various compensations from the merchant.

Legal basis:

Law of the People's Republic of China on the Protection of Consumers' Rights and Interests

Article 7 Consumers have the right to protect their personal and property safety when purchasing and using commodities and receiving services. Consumers have the right to demand that the goods and services provided by business operators meet the requirements of protecting personal and property safety.

article 8 consumers have the right to know the real situation of the goods they buy or use or the services they receive. Consumers have the right to request business operators to provide the price, place of origin, producer, use, performance, specification, grade, main ingredients, production date, expiration date, inspection certificate, instruction manual, after-sales service or the content, specification and cost of the service according to the different conditions of the goods or services.

article 9 consumers have the right to choose their own goods or services. Consumers have the right to choose their own operators to provide goods or services, choose their own varieties of goods or services, and decide whether to buy or not to buy any kind of goods or accept or not to accept any kind of services. Consumers have the right to compare, identify and select when they choose their own goods or services.

article 11 consumers have the right to fair trade. When purchasing goods or receiving services, consumers have the right to obtain fair trading conditions such as quality assurance, reasonable price and correct measurement, and have the right to refuse the compulsory trading behavior of operators.