市场监管总局公布投诉举报处理办法，答记者问来了

Core Viewpoint - The revised "Market Supervision and Management Complaint Reporting Handling Measures" aims to enhance the efficiency of complaint handling, protect consumer rights, and adapt to new market conditions, with implementation set for April 15, 2026 [1][2]. Group 1: Background and Purpose of the Revision - The revision is necessary to implement new regulations from the "Consumer Rights Protection Law Implementation Regulations" effective July 1, 2024, and to address the increasing volume and complexity of complaints in the e-commerce sector [1][2]. - The revision responds to practical needs, such as the rapid growth of complaints in e-commerce and the need for improved jurisdiction and processing efficiency [1][2]. Group 2: Revision Process - The revision process involved extensive consultations with various stakeholders, including experts, consumer organizations, and local market supervision departments, to ensure comprehensive feedback was incorporated [3]. Group 3: Jurisdiction Adjustments - The revised measures clarify the jurisdiction for complaints against platform operators, shifting from "actual operating location" to "publicly displayed address" to enhance clarity and accountability [4][5]. - If a platform fails to provide accurate information about its operators, it may face civil and administrative liabilities under relevant laws [6]. Group 4: Complaint Material Submission Regulations - New requirements for complaint submissions emphasize the need for accurate identity information and factual evidence, placing initial burden of proof on the complainant [7][8]. - The measures specify that false complaints or failure to cooperate with identity verification will not be accepted [7][8]. Group 5: Definition of Life Consumption - The revised measures provide specific criteria for determining what constitutes "life consumption," including purchase behavior and the authenticity of consumer disputes [9]. Group 6: Preventing Abuse of Complaint System - The revision introduces measures to prevent the abuse of the complaint system, including clear guidelines against malicious complaints and the establishment of penalties for fraudulent claims [10][11]. - The measures emphasize the importance of honest reporting and the protection of legitimate business interests [10][11]. Group 7: Enhancing Consumer Rights Protection - The revised measures include mechanisms for evaluating complaint handling effectiveness and improving communication channels for consumers [11][12]. - New provisions allow for the delegation of complaint resolution to consumer associations, ensuring respect for the parties involved [12]. Group 8: Improving Reporting Efficiency - The measures aim to enhance the efficiency of complaint processing by requiring complainants to provide specific evidence and streamlining the handling of repeated complaints [13][14]. Group 9: Multi-faceted Dispute Resolution - The revised measures encourage the establishment of consumer rights service stations and other mechanisms to resolve disputes proactively, aiming to prevent issues before they escalate [15][16].