视频丨市场监管总局公布新规 优化消费维权 规制恶意索赔

Core Viewpoint - The recent revision of the "Market Supervision Administration Complaint and Reporting Handling Measures" aims to enhance the efficiency of complaint handling and better protect the rights of consumers and operators, adapting to new market regulatory requirements [2][3]. Group 1: Key Revisions - The revised measures include the addition of six new clauses and modifications to 22 existing clauses, improving the scope of application and clarity of certain provisions [2]. - Key areas of focus in the revisions include strengthening rights protection and promoting dispute resolution, optimizing complaint jurisdiction, and enhancing the efficiency of reporting processes [2][3]. Group 2: Rights Protection and Dispute Resolution - The administrative mediation process has been improved, including provisions for informing complainants when complaints are not accepted, as well as guidelines for mediation procedures and timelines [2]. - New requirements for feedback on complaint handling have been introduced, along with regulations for consumer warnings and risk alerts to guide operators in preventing and resolving consumer disputes [2]. Group 3: Complaint Jurisdiction and Platform Responsibility - New regulations hold platforms accountable for issues such as unverified identity information of online sellers, requiring complaints to be handled at the seller's location if contact cannot be established through the platform [2]. Group 4: Reporting Process Optimization - The measures enhance the requirements for reporting, aiming to improve the authenticity and effectiveness of reports, and introduce mechanisms for handling duplicate reports [3]. - The process for notifying complainants has been optimized to increase administrative efficiency at the grassroots level [3]. Group 5: Regulation Against Malicious Claims - New provisions prohibit the abuse of complaint and reporting rights for unjust gains, requiring complainants to provide accurate identity information and factual evidence [3]. - The measures also outline consequences for fraudulent claims, including termination of mediation and referral to law enforcement for further action [3]. Implementation Date - The revised measures will take effect on April 15, 2026 [4].