Citizens should state their name, address, telephone number or other contact information, as well as the name, address, telephone number or other contact information of the party being complained about, the facts of the complaint, the reasons for the complaint and the request for the complaint, and attach relevant evidence when filing a complaint with 12315. When dealing with 12315 complaints, consumers should negotiate with the operator on the line, and then proceed to the subsequent refund process after the negotiation is successful. If the consultation is unsuccessful, you can apply for mediation or litigation.