1. What is the overall goal of Rugao's assured consumption creation?

Through three to five years' efforts, we will gradually form a scientific and perfect evaluation index system of assured consumption with Rugao characteristics, and gradually establish a brand-new consumer rights protection mechanism with smooth channels, rapid response and efficient operation, so as to build Rugao into one of the most assured cities in the province.

2. What is the guiding ideology for Rugao to create assured consumption?

In accordance with the principle of "government-led, enterprise-led, mass participation and social supervision", with the goal of improving the quality of urban consumption environment, mobilize all social forces to participate in the construction of a safe consumption system. Through the creation of activities, we will make every effort to create a new image of the city of "long life and assured consumption", so that the quality of goods and services can be effectively guaranteed, the legitimate rights and interests of consumers can be effectively protected, and the safety of urban consumption environment, the integrity of operators and consumer satisfaction can be comprehensively improved.

3. What is the significance of carrying out activities to create assured consumption?

First of all, creating safe consumption is an inherent requirement for promoting local development and building a well-off society. Second, the establishment of assured consumption is the basic platform for effectively solving people's livelihood problems and promoting the construction of a harmonious society. Third, the creation of assured consumption is a powerful starting point for promoting enterprise self-discipline and establishing a long-term mechanism for market supervision. Fourth, creating assured consumption is an effective way to enhance the visibility of urban business districts and blocks.

4. What is the subject of creative activities?

Governments at all levels are the main body and the first person responsible for the creation of assured consumption.

5. What are the main tasks of the city's assured consumption creation in 2009?

Focus on food and medicine, accommodation and entertainment, agricultural machinery, home improvement materials, tourism, communications, real estate, household appliances, public services and other areas closely related to people's daily consumption. On the basis of consolidating and deepening the pilot results, focus on pilot units and industries, and promote the creation to more enterprises and industries, especially towns and streets, so that more enterprises, industries and streets can be established.

6. What is the focus of the creation of assured consumption in 2009?

According to the unified deployment of the provincial government to the creation activities, the focus of work in 2009 is to promote regional creation.

7. What is the significance of regional creation?

Regional creation refers to the activity of creating safe consumption in administrative areas with administrative divisions as the unit. Participants in regional creation are generally streets, towns and villages.

8. What are the specific requirements for regional creation?

Taking towns and administrative villages as units, we will create content around "institutional personnel, scheme standards, promotion measures, propaganda positions and rights protection network", and extensively carry out the activities of creating "towns, streets, villages and communities with assured consumption" to ensure that the coverage rate of assured consumption creation reaches 100%.

9. What are the principles and working modes of regional creation?

Regional construction adheres to the principles of government-led, departmental implementation and national participation, and strives to build a work pattern of vertical penetration, horizontal linkage, clear responsibilities and coordinated promotion.

10. What is the working goal of the area creation?

(1) The regional consumption environment is further optimized; (2) Regional consumers' awareness of rights protection has been further enhanced; (3) The joint force of regional market supervision is further formed; (4) The awareness of honesty and self-discipline of regional operators has been further strengthened.

1 1. What is the focus of regional creation?

(1) Establish and improve the organization for creating activities; (2) widely publicized and launched; (3) Actively cultivate and create demonstration activities and advanced units; (4) Earnestly carry out special rectification actions for consumption environment; (5) Establish and improve the rapid processing mechanism of consumer demand.

12. What are the principles and steps of region creation?

According to the principle of "coordinating urban and rural areas, optimizing layout, guiding by classification and promoting as a whole", and according to the characteristics of different urban and rural areas, regional leaders attach great importance to the creation of assured consumption, and can organize pilot projects around the creation of towns and streets and carry out related activities as key areas. Pay attention to the selection of towns and streets with regional characteristics and good brand economy development to carry out pilot projects, and gradually expand the scope until it is fully opened.

13. How is the regional creation assessment conducted?

The assessment and evaluation of regional creation are based on the Assessment and Acceptance Standard for Establishing Safe Consumption Pilot Units in Jiangsu Province (for Trial Implementation) (Su Assured Consumption Creation Office [2007] No.24) and the Assessment System for Establishing Safe Consumption Activities in Jiangsu Province (Su Assured Consumption Creation Office [2009]10), and the methods of grading assessment and grading reporting are adopted. At the end of the year, counties (cities) and counties (cities) informed each other. On the basis of self-examination, self-assessment and self-declaration, Nantong City Establishment Office conducted an assessment in accordance with the procedure of "reaching one standard and evaluating one" and reported it to the Provincial Establishment Office. After the evaluation of the provincial establishment office, the demonstration area and advanced area of the province and Nantong City will be selected respectively.

14. What five aspects should we pay attention to and give full play to in regional creation? The combination of five aspects is to combine regional creation with promoting regional economic development and serving rural development; Promote regional consumption education in combination; Combined with the special rectification of consumption environment carried out by relevant departments; Combine the activities of creating civilized cities, creating regions and equality; Implement the evaluation system in combination with the province's assured consumption creation activities.

The role of five aspects is to pay attention to the leading role of township governments and sub-district offices in regional creation; Pay attention to the coordination role of relevant functional departments in the region; Pay attention to the demonstration and leading role of provincial and municipal activities, advanced industries and units; Pay attention to give full play to the role of various rights protection agencies; Pay attention to the supervisory role of mass supervisors.

15. How to build a long-term management mechanism for regional creation activities?

(1) Give prominence to normative guidance and build a self-discipline mechanism of honesty; (2) Optimize the consumption environment and build a long-term supervision mechanism;

(3) Perfecting the network of rights protection and constructing the protection mechanism of consumers' rights and interests; (4) Implement the evaluation system and build a scientific evaluation mechanism.

16. How to deepen the creation work in the spirit of pioneering and innovation?

Innovate the idea of integrating supervision resources, further rationalize the market supervision mechanism of division of labor and cooperation, improve the consumer rights protection system, and form an overall synergy to create a safe consumption environment; Innovate ideas in changing the supervision mode, speed up the change from simple and extensive to comprehensive and fine, and change the supervision mode from traditional decentralized management to modern information network, and strive to realize the transformation and upgrading of market supervision; Innovate the idea of creating work assessment, focus on establishing a scientific assessment system, and constantly lead the creation of assured consumption activities to a deeper level; Innovate ideas in system construction, transform the practice of creation into system achievements in time, vigorously promote the construction of social credit system, and accelerate the improvement of long-term supervision mechanism.

17. What are the new measures to create Rugao area?

The first is to extend and create tentacles. From the creation of centralized consumption places in the past to the expansion of residential communities, from the original cities to towns and villages, a good pattern of creating activity points, lines and areas has been formed. Second, there are rules to follow in creative work. Formulated and issued the contact system of creating safe consumption areas, refined the evaluation system of creating safe consumption activities, and decomposed the tasks. The rules and regulations for establishing assured consumption activities and posters with assured consumption signs and tips were printed and posted in the business premises in the pilot areas, so that every operator can consciously abide by the rules and regulations. The third is to pay attention to typical guidance. Take Taoyuan Town and other towns as the pilot to create areas, and focus on establishing demonstration sites such as town and village organizations, demonstration villages (residences), demonstration schools, demonstration shops, demonstration agricultural products bases and demonstration scenic spots, and strengthen guidance. The fourth is to improve the creative level by borrowing stones from other mountains. Organize township leaders in pilot areas to visit and study in other places and explore

Vision, do a good job of implementation, and strive for practical results. The fifth is to play the role of propaganda main position. The city establishment office co-organized a special column with Rugao News Media Center and Rugao Radio and Television Station. Make use of Rugao 123 15 consumer rights protection network and citizens' mobile phone information platform to create publicity and education. In addition, a large-scale roving exhibition of Rugao assured consumption publicity and education was held, which was included in the implementation project of consumer education for millions of residents.

18. What is the responsibility of establishing an office with assured consumption?

Under the leadership of the local government, the founding office should earnestly assume the responsibility of taking the lead in coordination, conscientiously implement the working system of joint meeting, briefing and contact, strengthen the contact, communication and cooperation among the members of the founding organization, hold joint meetings on a regular basis to inform the progress of the founding work, study the founding problems that need to be solved centrally, coordinate the work progress, exchange information, learn from each other's experiences, and comprehensively apply the results, so as to continuously improve the effectiveness of the founding. All member units should earnestly perform their creation duties, formulate creation plans that are in line with the actual situation of their own departments according to their respective functions, and guide and urge the system and related industries to carry out safe consumption creation activities in a solid manner.

19. How to implement the evaluation system based on long-term construction?

It is necessary to combine the implementation of the evaluation system of Jiangsu province's assured consumption creation activities with the improvement of the credit system, build a credit evaluation platform for market participants as soon as possible, integrate credit information, and actively implement credit classification management; Combine the implementation of the evaluation system with the improvement of the enterprise self-discipline system, strive to innovate the supervision system, and urge enterprises to fully implement the self-discipline system such as incoming goods inspection, obtaining certificates and tickets, purchasing and selling accounts, and delisting from the shelves; Combine the implementation of the evaluation system with the construction of excellent corporate culture, so that the business philosophy of safety, law-abiding and honesty can penetrate into all management links of the enterprise and all work processes of employees, and strengthen the social responsibility of all walks of life to participate in the creation of safe consumption.

20. What is the main line for Rugao to create assured consumption activities?

Let the people feel creative and reassure consumers.

2 1. What measures does Rugao take to create assured consumption?

(1) Strengthen organizational leadership and aim at high positions; (2) Strengthen publicity and education to create a creative atmosphere;

(3) Strengthen the typical guidance and give play to the leading role of demonstration; (4) Strengthen the joint efforts of departments to purify the market environment; (5) Increase consumption power and improve network construction.

22. What is the brand slogan of Rugao assured consumption creation activity?

Beautiful as my home, rest assured that consumption depends on everyone!

23. What is the theme of Rugao assured consumption creation activity?

Longevity Rugao, rest assured consumption!

24. How to perform departmental responsibilities and improve the working mechanism of creation?

Combine assured consumption to build an activity evaluation system, and establish and improve self-discipline mechanism, scientific supervision mechanism and long-term rights protection mechanism. The first is to strengthen the government-led mechanism. The municipal government is the direct organizer of the creation activities. Unified planning, unified deployment and unified inspection of the activities of creating assured consumption, regular special meetings to study the deployment and creation work, and ensure that the requirements of creating activities are truly implemented at the grassroots level. The second is the departmental linkage mechanism. All founding member units should conscientiously perform their duties, formulate a creation plan that conforms to the actual situation of their own departments according to their respective functions, and guide and urge the system to carry out safety consumption creation activities. The third is to create a work supervision and assessment mechanism. Combined with the evaluation system, towns and pilot units, on the one hand, carefully collect, sort out and improve the materials related to the creation activities, on the other hand, solidly carry out a series of activities in combination with their own reality to promote the consumption environment of regions and industries.

25. What are the classifications of striving for excellence?

Take a street, a shopping mall (supermarket), a drugstore, a market and an industry as the main targets, and carry out the "five ones" creation activities.

26. How to actively carry out the creation activities and fully serve the construction of new countryside?

First, actively carry out special rectification focusing on rural food safety, agricultural means of production and "home appliances going to the countryside" commodities, actively cultivate and promote the construction of rural food demonstration stores, and safeguard the vital interests of farmers; Second, we must actively organize groups.

Organize and carry out the "activities of serving agriculture, countryside and farmers", study the consumption problems faced by farmers in the new rural construction, and solve the difficulties in rural construction under the new situation. Organize relevant industries and units to carry out delivery, law, technology and culture to the countryside to improve the consumption environment; Third, promote the construction of rural consumer rights protection institutions, promote the establishment of harmonious consumption relations, and maintain the stability of rural economic order.

27. What are the "five unifications" to strengthen the management of farm shops?

Implement the "five unifications" such as unified plaque, unified system, unified logo, unified ledger and unified commitment.

28. How to improve the consumer rights protection network and smooth the channels of consumer complaints?

All member units should establish and improve the institutions that accept consumer complaints according to law, seriously accept and investigate consumer complaints and reports, and announce the complaints and reports to the public. To further strengthen the construction of consumer rights protection network system, towns, villages, streets, communities and industry associations, large leading enterprises or chain enterprises should establish and improve the rapid handling mechanism of consumer complaints, accept and mediate consumer complaints and consumer disputes in a timely manner, promote complaint stations (points) to enter communities, villages, shopping malls, markets and enterprises, and strive to realize that complaints cannot be solved or solved. The coverage rate of consumer rights protection network of streets, towns, trade associations, large-scale leading enterprises or chain enterprises in the city should reach 100%. Conditional places can hire a group of people who have certain cultural literacy and legal knowledge and are enthusiastic about social welfare undertakings among deputies to the National People's Congress, members of the Chinese People's Political Consultative Conference, responsible persons of enterprises and ordinary people, set up a team of social supervisors and mediators, and carry out creation activities to further improve the efficiency of consumer rights protection services. The handling rate of consumer complaints in the city should reach 100%. 29. What is the theme of 2009 determined by China Consumers Association?

China Consumers Association will set the theme of 2009 as "consumption and development".

30. What is the theme of the Year of Consumption and Development?

Publicize consumption policies, promote the protection of consumers' rights and interests, improve consumers' confidence, build consumption harmony and promote economic development.

3 1. What rights do consumers enjoy when purchasing, using goods and receiving services?

(1) security right; (2) the right to know; (3) the right to choose; (4) the right to fair trade; (5) the right of claim; (6) the right of association; (7) the right to acquire knowledge; (8) the right to be respected; (9) supervision.

32. What are the rational ways for consumers to safeguard their rights?

According to the provisions of Article 34 of the Consumer Law, disputes over consumer rights and interests between consumers and operators can be resolved in the following five ways:

First, negotiate with the operator to solve it; The second is to find a consumer association to mediate; The third is to appeal to the relevant administrative law enforcement departments (such as industry and commerce, technical supervision, price, health, commodity inspection, tobacco monopoly, etc.). ); Fourth, according to the arbitration agreement reached with the operator, submit it to an arbitration institution for arbitration; Fifth, bring a lawsuit to the people's court.

33. What are the manifestations of consumer fraud?

Deceiving consumers refers to the behavior of business operators who deceive and mislead consumers by false or other improper means in providing goods or services, thus harming the legitimate rights and interests of consumers. Mainly includes the following situations:

(1) selling adulterated, counterfeit and shoddy goods; (two) take or other improper means, so that the number of goods sold is insufficient; (3) selling commodities such as "defective products", "defective products" and "off-grade" and falsely claiming that they are genuine; (4) Selling commodities at false "clearance price", "sale price", "lowest price", "preferential price" or other deceptive prices; (five) selling goods by means of false commodity descriptions, commodity standards and physical samples; (six) do not sell goods with real names and marks; (7) Hiring others for deceptive sales inducement, etc. ; (eight) false on-site demonstration and explanation; (nine) using radio, television, movies, newspapers, periodicals and other mass media to make false propaganda of goods; (10) defrauding consumers of advance payment; (1 1) defrauding the price by mail order, and failing to provide or provide the goods according to the agreed terms; (12) Selling goods by means of false "sales with prizes" or "sales with repayment of capital"; (13) Other acts of defrauding consumers by false or improper means.

34. What is the Three Guarantees Regulation?

Three guarantees is the abbreviation of "guaranteed repair, replacement and return" for the goods sold by retail commercial enterprises. Record of goods entering and leaving

After the fee, the seller shall be responsible for the goods purchased by the buyer and take the form of credit guarantee within a certain period of time. This service is provided for failures that are not due to improper use and storage by users, but belong to product quality problems.

35. What are the three key time limits stipulated in the "Three Guarantees"?

The first is the "7-day return period". Most goods are counted from the date of purchase indicated on the invoice, and can be returned if there is performance failure within 7 days.

The second is "15 replacement period within one day and one year". When the product fails in performance within 15 days after purchase, consumers can request replacement. At the same time, within the validity period of the "three guarantees" of the product, if the product still cannot be used normally after two repairs, consumers can also request a return.

The third is the "maintenance period". Within the validity period of the "Three Guarantees", if the repair period exceeds 30 days due to the repairer's own reasons, the repairer shall replace the goods of the same model and specification for consumers free of charge. In addition, within the validity period of the "Three Guarantees", if the spare parts are not provided by the product manufacturer and have not been repaired for more than 90 days from the date of repair (60 days for mobile phones and fixed telephones), the seller will replace the goods of the same model and specifications for consumers free of charge with the repair certificate and invoice. Moreover, the repairer should ensure that the repaired goods can be used normally for more than 30 days.

36. What are three guarantees?

Under the following circumstances, the consumer has the right to ask the dealer to bear the responsibility of three guarantees:

(1) does not have the service performance that the product should have, without prior explanation; (2) Does not meet the requirements of clearly adopted product standards; (3) Does not conform to the quality conditions indicated in the product description and physical samples. ; (four) the product has not passed the inspection by the administrative department of technical supervision and other statutory departments; (5) The product cannot be used normally after being repaired twice.

37. How do consumers identify fakes?

The authenticity of goods is generally appraised by the trademark owner, and its appraisal conclusion is the most effective and accurate. Whether a trademark is infringing or counterfeiting shall be determined by the administrative or judicial organ that accepts it. When consumers buy goods, they can generally judge whether the goods are fakes from the combination of the following aspects. (1) Look at the commodity price: whether the price of the purchased commodity is quite different from the genuine price; (2) Look at the quality of the goods: whether the quality of the purchased goods is rough and whether the packaging and printing are fuzzy; (3) Look at the place where the goods are sold: Generally, high-grade goods should be sold in larger shopping malls or specialty stores (cabinets). If the goods are sold in stalls or small commodity markets, they should be carefully selected; (4) Look at the source: whether the purchased goods are marked with the name and address of the manufacturer. If the goods purchased by consumers have the above situation, they can be initially judged as counterfeit goods. In order to protect their legitimate interests, we should consciously resist buying fake goods, and at the same time, if we need to buy goods with high value, we should go to shopping malls or specialty stores (cabinets) with a certain reputation.

38. What are the requirements for establishing a long-term mechanism for market supervision?

Through the establishment of assured consumption, we will gradually establish and improve various systems and norms, strive to guide operators to strengthen self-discipline, and form a long-term market supervision mechanism that reflects the requirements of "administrative law enforcement, industry self-discipline, public opinion supervision, and mass participation."

39. What is the QS mark?

QS is the abbreviation of "quality and safety", and products with QS mark indicate that they have passed the national recognition. All food production enterprises must pass compulsory inspection, mark the food production license number on the food packaging of the smallest sales unit and print the food quality and safety market access mark (QS mark) before they can leave the factory for sale. No quality and safety market access signs, shall not be sold. Since June 65438+1 October1in 2004, China has started to implement the food quality and safety access system in the food industry.

40. What responsibilities should food operators bear in the Food Safety Law?

Food producers and business operators shall engage in production and business activities in accordance with laws, regulations and food safety standards, be responsible to the society and the public, ensure food safety, accept social supervision and assume social responsibilities.

4 1. How is the food safety supervision department divided?

Quality supervision, industrial and commercial administration and food and drug supervision and management departments shall supervise and manage food production, food circulation and catering service activities respectively in accordance with the responsibilities stipulated in the Food Safety Law and the State Council.

42. What civil legal responsibilities should food operators bear in violation of the Food Safety Law?

Anyone who violates the provisions of the Food Safety Law and causes personal, property or other damage shall be liable for compensation according to law. In the production of food that does not meet the food safety standards or the sale of food that is known to fail to meet the food safety standards, consumers can claim compensation of ten times the price from the producer or seller in addition to compensation for losses.

43. What is the role of Rugao in formulating the Work Contact System for the Creation of Safe Consumption Areas?

The working contact system for the creation of safe consumption areas clarifies the working mechanism, scope, content and requirements, and provides a basic platform for the current regional creation work. The establishment of regional contact system has promoted the establishment of urban towns and streets. Strengthen the overall coordination of regional creation work with the guarantee of regional creation work contact system; Relying on the contact system of regional creation work, we will better implement the evaluation system of safety consumption creation activities in the whole province, so as to create a chess game and form a fist, and effectively promote the in-depth development of safety consumption creation activities.

44. What measures have Rugao taken to expand the scope, enhance the connotation and enhance the actual effect?

Standardize the use of "one" safety consumption creation logo in all creation units and places in the city; In promoting the safe consumption activities of pilot units and new units in 2009, the goal is to achieve the "two lines" standard; In strengthening enterprise self-discipline and consumer rights protection network construction, the goal is to achieve "three" 100%, that is, the implementation rate of self-discipline system in key industries (food business enterprises) 100%, the coverage rate of consumer rights protection institutions in streets (communities) and administrative villages (residences) 100%, and consumer applications (investments).

45. What are the top ten consumer rights protection activities in Rugao in 2009?

(1) Dynamically set up the theme publicity column of "Window of Safe Consumption" in Rugao; (2) To compile and issue a special issue commemorating "3 15"; (3) Hold a swearing-in meeting of ten thousand people to create a safe consumption city; (4) Carry out the rest assured consumption knowledge grand prix and prize-winning essay writing activities; (5) Holding a press conference on the creation of a safe consumer city and the theme of March 15; (6) Go to the "Citizen Hotline" and TV station for on-site interview; (7) Carry out large-scale on-site consumer publicity and consulting service activities;

(8) Carry out a large-scale roving exhibition of publicity and education pictures of assured consumption; (9) Rugao 123 15 Consumer Rights Protection Website was expanded, upgraded and revised; (10) Focus on special law enforcement actions to protect the legitimate rights and interests of consumers.

46. How does Rugao Post Office innovate and vigorously promote postal services for agriculture, rural areas and farmers?

Rugao Post Office aims to reduce customer complaints, enhance customer perception and improve customer loyalty. By improving service shortcomings, giving full play to typical effects, standardizing service processes, ensuring differentiated service effects, and advocating full-service marketing, we will give full play to our own functions and carefully create a safe consumption environment.

47. What is the propaganda theme and function of Rugao tourism industry in 2009?

Rugao Tourism Bureau and many travel agencies in the city jointly held publicity and consultation activities with the theme of "honest tourism, safe consumption and rational rights protection". Taking the newly promulgated Travel Agency Regulations of the State Council as an opportunity, this activity focuses on guiding citizens to enhance the concept of quality tourism, effectively improving tourists' awareness of self-protection and rational rights protection, strengthening the management of various tourism industries, standardizing tourism business practices and implementing "transparent" management. The purpose is to gradually establish a "safety filtering" mechanism of market guidance, enterprise self-discipline, industry supervision and social supervision, and form a good atmosphere of "honesty and trustworthiness, legal operation, quality service, tourists first and proper complaints" in the whole society.

48. What are the "five links" for Rugao to initiate consumer dispute mediation?

In 2009, Nantong Rugao Industrial and Commercial Bureau, together with five units, such as the Municipal Consumers Association, the Municipal Comprehensive Management Office, the Municipal Mediation Center and the Municipal Judicial Bureau, launched the mediation and docking mechanism for consumer disputes and social conflicts in the city. Consumer dispute mediation and social contradiction dispute mediation will form the following five aspects: first, the three-level docking of relevant institutions in the city, town and village, including the docking of the city mediation center and the city consumers' association, the docking of the town mediation center and the grassroots branch of the city consumers' association, and the docking of the village (residential) mediation room and the village (residential) consumer rights protection liaison station; The second is the linkage docking of complaint acceptance. The business windows of mediation agencies at all levels and consumer associations also accept consumer complaints and mediate quickly nearby. For difficult cases, the mediation institution shall provide assistance.

Transfer; Third, the mediation procedure is connected, and the people's mediation procedure is adopted for mediation; Fourth, parallel business management. Every year, the Municipal Mediation Center and the Municipal Consumers Association jointly deploy the city's consumer dispute mediation work and carry out joint training; Fifth, standardize the docking of responsibility and rewards and punishments, incorporate the mediation of consumer disputes into the year-end comprehensive assessment of towns (districts) and relevant departments, regularly organize the investigation of consumer contradictions and disputes, carry out consumer education and publicity activities, and establish and implement prevention and control mechanisms.

49. Rest assured that consumption creates activity logo:

50. Rugao assured consumption creates office e-mail address and Rugao 123 15 consumer rights website address.

E-mail address of Rugao assured consumption creation office: rgfxxfcjb @163.com.

Rugao 123 15 website of consumer rights protection: http://