打击“碰瓷”式投诉 向恶意索赔亮剑

Core Viewpoint - The newly revised "Market Supervision Complaint and Reporting Handling Measures" aims to enhance the efficiency of complaint handling and regulate malicious claims in the e-commerce sector, which has seen a significant rise in consumer complaints, accounting for over half of all complaints [1][2]. Group 1: Complaint Handling Regulations - Complaints against platform operators will be handled by the market supervision department at the location of the address publicly disclosed by the platform or the platform's residence [2]. - If the address is not publicly disclosed or cannot be contacted, the complaints will be managed by the market supervision department at the platform's residence [2]. - Platforms are required to provide consumers with the real name, address, and valid contact information of operators, and must fulfill their obligations for identity verification and registration of platform operators [2][4]. Group 2: Addressing Malicious Complaints - The new regulations specifically target "picking quarrels" complaints, where individuals exploit the complaint system for personal gain, thereby disrupting the market environment [3][4]. - The measures stipulate that complaints must adhere to legal standards and cannot be abused for unjust benefits, which could harm legitimate business operations [4]. Group 3: Enhancements in Consumer Rights Protection - The revised measures introduce criteria for non-living consumption factors, such as the frequency and quantity of purchases that do not align with typical consumer behavior, to prevent abuse of the complaint system [4]. - Consumers must provide authentic identity information and evidence of consumer rights disputes, with the market supervision department having the authority to verify this information [4]. Group 4: Improving Complaint Resolution Efficiency - The updated measures aim to lower the transaction costs for consumers in the complaint process by allowing market supervision departments to designate institutions for assessments when parties cannot agree [5]. - The implementation of a unified complaint data standard and user rules through the national 12315 platform will facilitate integrated handling of complaints and enhance real-time market risk monitoring [5].