网购维权有新规 平台内经营者投诉管辖权明确

Core Viewpoint - The newly revised "Market Supervision and Management Complaint Handling Measures" aims to address the increasing consumer complaints in the e-commerce sector, which now account for over half of all complaints, by clarifying the jurisdiction for complaints against online stores and live-streaming platforms [1][2]. Group 1: Complaint Handling and Jurisdiction - Complaints against platform operators will be handled by the market supervision department at the county level where the address is publicly listed or where the platform is located [2]. - The revision emphasizes the platform's responsibility to assist in resolving consumer disputes and to provide accurate information about operators, enhancing transparency and accountability [4][11]. Group 2: Regulation of Malicious Claims - The revised measures aim to curb the abuse of the complaint system, which has seen an increase in malicious claims and extortion attempts, thereby protecting legitimate consumer rights and maintaining market order [4][7]. - Specific provisions are included to penalize individuals who engage in fraudulent activities related to complaints, such as fabricating facts or using false identities [9][12]. Group 3: Administrative Mediation and Consumer Rights Protection - The new measures enhance administrative mediation processes, allowing for designated institutions to handle disputes when parties cannot agree on assessment or testing [14]. - The measures also encourage the establishment of consumer rights protection service stations and online dispute resolution systems to preemptively address consumer grievances [16][14]. Group 4: Data Standardization and Integration - The measures mandate a unified standard for complaint data and user rules, facilitating the integration of complaint information through the national 12315 platform, which will enhance market risk monitoring and trend analysis [18][20]. - This integration is expected to improve the efficiency of complaint handling and provide a structured approach to market regulation [20].