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].

记者今天了解到，为适应市场监管新形势新要求、提升投诉举报处理质效、更好保护消费者和经营者合 法权益，近日，市场监管总局修订发布《市场监督管理投诉举报处理办法》（以下简称《办法》）。 《办法》的修订实施将有力健全统一权威、科学高效、便民利企的市场监管投诉举报处理体系，更好服 务经济高质量发展、保障人民高品质生活。 《办法》是对原《市场监督管理投诉举报处理暂行办法》的修订，新增6个条款，修改22个条款，对适 用范围和一些条款表述也进行完善。主要包括四方面修订重点： 强化权益保护，推动纠纷化解。完善行政调解程序，对投诉不予受理的告知、鉴定检测程序、委托调 解、调解期限、调解的救济等作了增补修改；新增投诉处理的回访问效要求；新增规定开展消费预警和 风险提示，引导经营者通过消费维权服务站、首问负责、先行赔付、在线争议解决等机制预防和解决消 费者权益争议，推动消费环境源头治理。 优化举报程序，提高处理效能。完善举报的形式要件，提高举报的真实性和有效性；新增规定重复举报 的不予处理和并案处理机制，优化举报告知程序，提高基层行政效率；删除广告领域的举报移送程序， 强化同案管辖；明确统一通过全国12315平台处理，加强大数据分 ...

Group 1 - The core viewpoint of the article is the implementation of the "Three-Year Action Plan for Optimizing the Consumption Environment in Liangshan Prefecture (2025-2027)" with a focus on creating a "Safe and Comfortable Consumption Demonstration" to improve the consumption environment across the region [2] Group 2 - The initiative includes the establishment of three pilot areas: Xichang City, Yuexi County, and Mianning County, with Xichang creating the first "Safe and Comfortable Consumption Demonstration Village" in Dashi Ban Ancient Village, focusing on tourism, dining, and homestays [2] - Yuexi County is developing the "Xihai Golden Street" demonstration area, which will include a consumer rights protection station, while Mianning County is focusing on the "Long March West Road" demonstration area, evaluating 30 demonstration stores to ensure quality assurance and integrity in business practices [2] Group 3 - The "Iron Fist Action to Protect Consumption" will be launched to combat issues such as adulteration, counterfeit products, and unfair practices, resulting in 638 cases being investigated with a total amount involved of 1.1831 million yuan [4] - Key industrial products like fireworks, fuel, and gas appliances will undergo enhanced supervision, alongside quality checks for electric bicycles and charging devices, as well as safety measures for children's products [4] Group 4 - The implementation of a consumer complaint information disclosure system aims for a 99.16% disclosure rate in 2025, with 33 key operators' complaint information being made public [4] - A standardized process for handling complaints and reports will be established, including a detailed workflow for receiving, processing, and providing feedback on complaints [4] - Efforts to enhance the efficiency of complaint handling will include daily monitoring, follow-up calls, and regular reporting to counties to promote improvements in service quality [4]

Core Viewpoint - Consumers have multiple formal channels to protect their rights beyond the official 12315 hotline, which can enhance the efficiency and targeting of their claims [1][9]. Group 1: Administrative Regulatory Channels - Consumers can file complaints through specific administrative regulatory departments based on the industry, in addition to the national 12315 platform, which has legal authority to investigate and penalize violations [10][1]. - These administrative channels are effective for addressing clear violations of laws and regulations [10]. Group 2: Industry Self-Regulation and Mediation Organizations - Many industries have established self-regulatory organizations and professional mediation institutions that are familiar with industry rules and can handle similar issues efficiently [11][1]. Group 3: Public Online Complaint Platforms - Internet platforms like "Black Cat Complaints" provide convenient and transparent complaint services, supplementing administrative channels [12][1]. - These platforms allow users to submit complaints through various channels and track the progress of their complaints in real-time [12]. - The platform also features a "collective complaint" function to increase pressure on companies and offers an AI legal assistant for free legal advice [12]. Group 4: Judicial and Arbitration Channels - When other channels fail, judicial avenues serve as the final recourse, with small claims procedures and online litigation services reducing the cost of rights protection [14][1]. - Arbitration can provide a more efficient resolution for disputes, especially when contracts include arbitration clauses [16]. Group 5: Choosing the Right Channel for Rights Protection - A "ladder" strategy is recommended, starting with negotiation with the merchant and preserving all evidence [16][1]. - If negotiations fail, consumers should select appropriate administrative or industry channels based on the nature of the issue [16]. - Utilizing online complaint platforms can increase the visibility of the problem [16]. Group 6: Prevention Over Rights Protection - Consumers are encouraged to conduct research before making purchases, such as checking the complaint history and user reviews of merchants on public platforms [15][1]. - Understanding and effectively using these formal channels can help consumers protect their rights and encourage businesses to improve service quality [15].

（来源：中国消费者报） 活动中，企业负责人表示将入驻全国消协智慧315平台，将消费投诉化解在源头。伊春市消协相关负责 人表示，食品企业要守牢责任底线，将"日管控、周排查、月调度"制度真正落地；接受社会监督，让消 费者的呼声成为提高产品质量和服务升级的信号；践行诚信承诺，严守食品安全法律法规，用诚信赢得 消费者信任。 本报哈尔滨讯（刘传江 记者李洪涛）近日，黑龙江省伊春市消费者协会组织人大代表、政协委员、协 会理事、媒体代表、消费维权 【下载黑猫投诉客户端】志愿者开展"食品安全我们监督"消费体察活 动，护航冬季旅游"百日行动"。 体察活动结束后，体察人员与企业代表进行座谈交流。消费者代表结合自身消费体验，就食品安全、服 务质量、包装标识等提出意见和建议，表示通过零距离了解食品生产加工全过程，增强了与企业的联系 和信任。企业针对消费者代表提出的问题现场予以解答，表示将积极采纳建议并认真整改。 体察人员分别走进蛋糕冷饮店、食品公司、酒店等食品生产和餐饮企业，近距离体察食品生产加工和质 量管理全流程，观摩厂区环境、车间布局、产品检验、仓储物流等。企业相关负责人解答了体察人员关 心的食品安全问题，并详细介绍了企业发展历 ...

2025年恰逢《中国消费者报》创刊40周年。40年风雨兼程，《中国消费者报》始终与消费者同行。《中 国消费者报》再次推出年度消费维权新闻评选。 您的关注，是推动消费维权事业不断向前的重要动力。我们诚挚邀请您扫描二维码，投出宝贵一票。 与"2025年十大消费维权新闻"评选结果完全一致的前30名读者将获得精美纪念品一份。期待您的参与。 投票截止日期为1月15日。 本报讯（记者张林保）2025年，消费维权 【下载黑猫投诉客户端】的法规之基更加牢固、监管之剑愈 加锋利、共治之力日益彰显。优化消费环境三年行动实施，明确了任务和方向；市场监管部门运用"综 合工具箱"着力净化消费生态，打造放心消费环境；各级消费者组织通过调查、约谈、提示等多种手 段，为消费者纾困解难，提升维权效能。 （来源：中国消费者报） ...

在消费决策前多做一步功课，往往能避免后续无尽的麻烦和损失。尤其在那些消费频次高、与日常生活 息息相关的行业，消费者常常面临各式各样的"坑"。如何提前识别风险、选择靠谱的服务提供方？一个 有效的办法是，在消费前主动查询相关企业或品牌在第三方投诉平台 【下载黑猫投诉客户端】上的历 史记录和用户评价。今天，我们就以几个近期关注度高的行业为例，聊聊如何利用公开的消费反馈信 息，为自己的消费安全增加一道"防火墙"。 一、关注高发投诉领域，提前做好背景调查 并非所有消费纠纷都难以预见。很多问题，如服务态度差、隐形收费、货不对板、拖延处理等，往往是 某些商家或平台的"老毛病"。在决定购买或签约前，花几分钟时间查看其过往的投诉记录，能让你对可 能遇到的风险有一个大致判断。 除了第三方投诉平台，在消费前还可以通过多种官方和民间渠道进行交叉验证，构建更立体的评估画 像。 责任编辑：孙晓明 在消费决策前多做一步功课，往往能避免后续无尽的麻烦和损失。尤其在那些消费频次高、与日常生活 息息相关的行业，消费者常常面临各式各样的"坑"。如何提前识别风险、选择靠谱的服务提供方？一个 有效的办法是，在消费前主动查询相关企业或品牌在第三方投诉平 ...

Core Official Channels - The "12315" platform is the most authoritative official channel for consumer rights protection in China, integrating website, app, mini-program, and phone services to facilitate complaints [2][10] - The platform allows consumers to submit evidence such as text, images, and videos, and is recommended for its comprehensive service [2][12] - The market supervision department has the authority to conduct administrative mediation and investigations for complaints related to false advertising, product quality issues, and other violations of consumer protection laws [5][10] Industry-Specific Complaint Channels - Various industries have their own regulatory bodies or associations that provide specialized complaint channels, which may offer higher efficiency due to their familiarity with industry rules [3][13] Social Supervision and Third-Party Mediation Platforms - Third-party platforms, such as the "Black Cat Complaint" platform, leverage media and internet technology to facilitate consumer-business dialogue and utilize public opinion to resolve issues, despite lacking administrative enforcement power [4][14] - These platforms are characterized by their convenience and social oversight, becoming increasingly popular among consumers [4][14] Summary and Recommendations - A "ladder-style" strategy for consumer rights protection is suggested, starting with direct negotiation with the merchant, followed by third-party complaints, administrative or industry complaints, and finally judicial resolution if necessary [8][17] - Specific channels for different sectors include financial services, telecommunications, transportation, and tourism, each with designated complaint mechanisms [15][17]

Core Viewpoint - The article emphasizes the importance of understanding and utilizing various consumer complaint channels in China to effectively protect consumer rights and resolve disputes. Group 1: Direct Contact with Businesses - The first step in resolving consumer disputes is to contact the official customer service of the business or platform, which is the most direct and fastest way to address issues [2][15] - When contacting customer service, it is advisable to prepare key information such as order numbers and receipts, and to clearly explain the issue and demands [3][15] Group 2: Government Regulatory Channels - If the business's customer service is unhelpful, consumers should turn to government regulatory channels, with the National 12315 platform being the most authoritative complaint and reporting platform [4][16] - The 12315 platform has multiple access methods, including a website, mobile app, and hotline, and is designed to handle complaints related to violations of consumer rights laws [17][19] Group 3: Industry-Specific Channels - Many specific industries have dedicated regulatory departments and complaint channels that can address specialized issues more effectively [6][18] - These specialized channels often provide quicker responses and more direct resolutions, minimizing the need for third-party intervention [18][21] Group 4: Media and Public Complaint Platforms - When conventional channels fail, leveraging media or online complaint platforms can help apply public pressure to resolve issues [10][22] - The Black Cat Complaint platform, for example, allows users to submit complaints easily and provides transparency in the complaint process, although it does not guarantee resolution [22] Group 5: Legal Avenues - If all other channels are ineffective, consumers can consider legal options such as seeking help from consumer associations, arbitration, or filing civil lawsuits [11][24] - It is recommended to choose the appropriate channel based on the nature of the complaint and to utilize multiple channels simultaneously for better chances of resolution [24]

Group 1 - The article emphasizes the importance of utilizing consumer complaint platforms to avoid potential issues before making purchases [2][11] - It suggests that consumers should conduct background checks on businesses by reviewing complaint records, especially in high-frequency sectors like food delivery and e-commerce [2][11] - The article highlights that this proactive approach not only helps consumers avoid problematic merchants but also pressures companies to improve service quality through public accountability [2][11] Group 2 - When facing consumer disputes, the article outlines a multi-faceted complaint system in China, allowing consumers to choose appropriate channels based on the nature of their issues [3][12] - The most authoritative complaint channel is the national 12315 platform, which connects directly to market regulatory authorities and has legal enforcement capabilities [4][13] - Other specialized regulatory bodies exist for specific industries, such as banking, insurance, and tourism, providing targeted support for related disputes [4][14] Group 3 - Directly contacting the official customer service of the involved company is often the first step in resolving issues efficiently [5][15] - Media and public complaint platforms serve as effective supplements when official channels are slow or unresponsive, creating public pressure on companies to address consumer complaints [6][15] - The article mentions the Black Cat Complaint platform as a notable example, which offers a user-friendly interface and transparency in complaint handling [6][16] Group 4 - Effective complaint strategies include retaining all relevant evidence, clearly describing the issue, and utilizing a combination of complaint channels to increase the likelihood of resolution [8][17] - Consumers are encouraged to maintain a rational approach in their claims, which contributes to a fairer market environment [9][18] - The article concludes that understanding and effectively using various complaint platforms is a valuable skill for modern consumers [9][18]