《市场监督管理投诉举报处理办法(征求意见稿)》向社会公开征求意见 投诉维权新规要来了，这些变化请注意 中国青年报 (2025年08月12日 05版) 新增不得利用投诉举报牟取不正当利益等规定，新增投诉的回访问效要求和市场监管部门的告知方式， 删除电子商务等具体的举报管辖规定……8月6日，市场监管总局组织修订的《市场监督管理投诉举报处 理办法(征求意见稿)》(以下简称《办法》)向社会公开征求意见，引发广泛关注。 新规若施行，消费者投诉维权将迎来哪些变化？又有哪些注意事项？中国社会科学院大学教授张严方指 出，《办法》紧扣"谁可以投诉、投诉什么、如何投诉"等核心问题，系统构建起一套以权利要件为基 础、以程序规范为支撑的受理机制，形成了较为完整的制度链条。 随着数字经济的迅猛发展和消费形态的深刻变化，我国消费维权活动呈现出复杂化、多元化趋势。数据 显示，2025年上半年，全国消协组织共受理消费者投诉995971件，同比增长27.23%，接待消费者来访 和咨询33万人次。面对如此庞大的投诉量，传统的投诉举报制度逐渐显现出适应性不足问题。 记者从市场监管总局获悉，总局规章《市场监督管理投诉举报处理暂行办法》施行5年以来， ...

Core Viewpoint - The Urumqi Market Supervision Bureau in Xinjiang has focused on consumer rights protection and social stability through effective complaint handling and regulatory enforcement in 2023 [1] Group 1: Consumer Complaints and Resolutions - In the first half of the year, the bureau received 814 consumer complaints and reports, a 23% increase compared to 2024 [1] - Out of the total complaints, 698 were complaints and 116 were reports, resulting in a recovery of economic losses amounting to 432,000 yuan [1] - The bureau has designated personnel to handle consumer rights protection matters, ensuring efficient resolution of complaints within legal timeframes [1] Group 2: Regulatory Actions and Mechanisms - The bureau has initiated investigations into illegal activities by businesses identified during the complaint handling process [1] - Clear requirements and procedures for handling complaints have been established to enhance operational efficiency [1] - Resources for consumer rights protection have been allocated effectively, ensuring that complaint channels remain open during holidays [1]

今年初，丹徒区某宠物用品公司遭遇多起涉嫌虚假宣传的举报，执法人员敏锐地发现，举报内容高 度雷同，且举报人并未实际购买相关产品，存在职业索赔嫌疑。经核查，企业宣传用语属网络常见表 述，产品功能也符合宣传描述，最终依法作出不予立案决定，帮助企业避免了不必要的纠纷。 "丹徒区市场监管部门办事效率高，始终站在消费者角度解决问题，帮我们解决了大难题。"日前， 来自广东的消费者任先生在经历跨省消费纠纷调解后，对市场监管部门的作为大加赞赏。原来，任先生 购买某机械公司的臂架泵，使用后发现效果不佳，怀疑有质量问题发起投诉。区市场监督管理局迅速响 应，在3个工作日内解决纠纷，为任先生挽回损失8800元。 近年来，丹徒区市场监督管理局直面"优化营商环境"与"保障消费环境"两大任务，围绕投诉举报工 作破题，努力打造"商家安心经营、消费者放心消费"的双优发展新格局。 过滤职业举报，让企业轻装上阵谋发展 "从举报到查处仅用1天时间，这样的效率让我们消费者太放心了！"在某超市假冒白酒查处现场， 举报人吴先生对执法效率连连点赞。丹徒区市场监督管理局联合酒厂鉴定团队，从接到举报到完成现场 检查、证据固定、鉴定认定等全流程处置，高效协同的执法 ...

Group 1 - The core viewpoint of the articles highlights the active measures taken by the Suzhou market supervision authority to ensure the quality and authenticity of silk products during the peak summer tourism season [1][2] - A special inspection was conducted around key tourist attractions such as the Humble Administrator's Garden, Pingjiang Road, and Guanqian Street, focusing on silk merchants and various silk products [1] - The inspection revealed that out of 36 silk product vendors checked, 10 were found to have issues such as lacking proper labeling and being unregistered, all of which were ordered to rectify their practices [1] Group 2 - The authority is implementing a long-term regulatory mechanism by issuing notices and reminders to merchants, encouraging self-inspection, and increasing the frequency and scope of product sampling [1] - A public awareness initiative was launched, involving over 40 merchants, to enhance their understanding of silk quality standards [1] - Consumers are advised to retain purchase receipts and report any quality issues or suspected counterfeit products through designated hotlines to protect their rights [2]

Core Insights - The article highlights the efficiency of consumer rights protection in Zibo, where complaints have decreased by 3.22% while the problem resolution rate has significantly increased, showcasing a successful consumer environment strategy [1][2] Group 1: Mechanism and Efficiency - Zibo has implemented a "2135" rapid response mechanism, ensuring urgent complaints receive feedback within two hours and are resolved within one day, while general complaints are cleared within five days [2] - The "advance compensation" mechanism has been established, involving 43 major shopping centers and markets that act as guarantors for 5,194 merchants, enhancing consumer confidence [2] Group 2: Technological Empowerment - Digital technology has been integrated into consumer rights protection, with AI assistants like "Qi Xiaobao" aiding staff in resolving complaints efficiently, achieving a 93.02% resolution rate on the national 12315 online mediation platform [2] - The use of mobile technology allows consumers to resolve issues quickly, contributing to a more streamlined complaint process [2] Group 3: Consumer Experience Enhancement - Zibo has created a "trustworthy consumption network," with initiatives like "one store, one code" for merchants to display credit ratings and complaint histories, enhancing transparency for consumers [3] - The city aims to cultivate 600 trustworthy consumption units and areas, making "trust" a visible aspect of urban life [3] Group 4: Online Consumption Regulation - Zibo has proactively addressed issues in live-streaming sales by establishing compliance templates for 22 live-streaming rooms, ensuring that regulations are followed [4] - The largest agricultural sales platform in the province, "Qiangnongzi," has maintained over 50% growth in GMV, demonstrating the effectiveness of compliance in business practices [4] Group 5: Collaborative Consumer Protection - The article emphasizes a collaborative approach to consumer protection, where government regulation, corporate self-discipline, and consumer participation work together to create a safe shopping environment [4] - The transformation of Zibo from a temporary hotspot to a sustainable consumer-friendly city is highlighted, indicating long-term growth potential [4]

Core Points - The meeting held on July 25 focused on enhancing consumer confidence and improving the consumption environment in Zibo City [1] - The city has implemented various mechanisms to address consumer complaints and improve service quality, leading to increased consumer satisfaction [3][5] - The meeting emphasized the importance of consumer protection as a key driver for economic growth and outlined strategies to promote a trustworthy consumption ecosystem [6] Consumer Rights Protection - The city has adopted a "2135" rapid complaint handling mechanism and a one-hour quick adjustment system for popular shopping areas to enhance consumer rights protection [3][5] - A multi-faceted approach to dispute resolution has been established, including administrative mediation and judicial confirmation to improve the effectiveness of consumer rights protection [8] Consumption Environment Improvement - The meeting highlighted the need for a long-term consumer rights protection mechanism and the importance of quick response to consumer complaints [5] - The city aims to create a dynamic management model for trustworthy consumption, focusing on cultivating reliable businesses and enhancing overall industry standards [6] Collaborative Governance - The meeting called for a collaborative governance approach to consumer rights protection, involving various stakeholders to create a shared responsibility for maintaining a healthy consumption environment [8] - The establishment of a consumer rights protection committee is intended to enhance the authority and effectiveness of administrative mediation outcomes [8]

Group 1: Consumer Complaints in Guangdong - In the first half of 2025, Guangdong's consumer committees received 51,200 visits and consultations, handling 538,900 complaints, with 318,100 cases resolved through mediation, recovering economic losses of 222 million yuan [1] - Complaints related to education and training services increased significantly, with 18,614 cases reported, a year-on-year increase of 3,856 cases, representing a growth rate of 26.13% [1] - Major issues in education complaints included false advertising, unclear fees, and difficulties in obtaining refunds, particularly affecting elderly consumers [1] Group 2: Pet Industry Complaints - The "pet economy" is growing, with 953 complaints related to pets and pet products in the first half of the year, highlighting issues such as forced consumption, excessive medical treatments, and health fraud [2] - Bundled consumption has become a major complaint area, with consumers facing issues like mandatory packages for medical beauty services and hidden costs in pet sales [2] - Consumers are advised to understand pricing and demand health certificates for pets before making purchases [2] Group 3: Apparel and Footwear Complaints - Complaints regarding clothing and footwear reached 38,685, making it the top category of product complaints, accounting for 12.89% of total complaints [2] - The consumer committee emphasizes the need for consumers to be cautious when shopping, both online and offline, and to retain purchase evidence for potential disputes [2]

Group 1 - The total number of consumer complaints handled by consumer committees in Guangdong Province in the first half of the year reached 538,852, representing a 30.34% increase compared to the same period last year [2] - The number of complaints that were accepted and resolved through mediation was 318,080, showing a slight decrease of 2.62% year-on-year [2] - The economic losses recovered for consumers amounted to 222 million yuan, which is a decrease of 0.74% compared to the previous year [2] Group 2 - Complaints related to education and training services saw a significant increase, with 3,856 more complaints than last year, marking a 26.13% rise [5] - The total number of service-related complaints was 158,908, accounting for 52.97% of all complaints, with internet services, social services, and education services making up 74.37% of this category [5] - Safety-related complaints increased notably, with 6,056 cases reported, reflecting a 28.85% rise compared to the previous year [6] Group 3 - The majority of complaints were concentrated in the Pearl River Delta region, indicating a stable overall trend in consumer complaints across the province [2] - The most common types of complaints were related to after-sales service, contracts, and quality, totaling 268,721 cases, which accounted for 89.57% of all complaints [6] - Safety complaints were primarily focused on food and social services, with 1,107 and 2,742 cases respectively, together making up 63.56% of safety-related complaints [8]

Core Viewpoint - The article highlights a consumer's struggle to resolve a complaint regarding hotel accommodation in Dali County, where multiple government departments refused to take responsibility, leading to a frustrating experience for the consumer [2][6][7]. Group 1: Consumer Complaint Experience - A consumer checked into the Tongzhou Hotel and requested a quiet room, but faced significant noise issues from the air conditioning, which were not resolved despite multiple room changes [3][4]. - The consumer attempted to file a complaint through the 12315 hotline, but was informed that the issue was outside their jurisdiction, leading to further confusion and lack of support [3][4]. Group 2: Government Department Response - The consumer visited the Dali County Market Supervision Administration to file a complaint, but officials there also claimed the issue was not within their purview, directing the consumer to the Cultural and Tourism Bureau [4][5]. - The Cultural and Tourism Bureau stated that they only manage star-rated hotels and that the Tongzhou Hotel did not fall under their jurisdiction, further complicating the resolution process [4][5]. Group 3: Systemic Issues in Government Accountability - The article criticizes the lack of clear responsibilities among government departments, which leads to a "passing the buck" mentality, ultimately failing to address consumer grievances effectively [6][7]. - The situation reflects poorly on government credibility and public trust, as unresolved consumer issues can lead to widespread dissatisfaction with government services [6][7].

Core Viewpoint - The successful mediation by the market supervision bureau in BoBai County highlights the commitment to consumer rights and fair justice, recovering nearly 80,000 yuan for the consumer involved in a product quality dispute [2][7]. Group 1: Incident Overview - A consumer named Mr. Zhuang filed a complaint regarding serious quality issues with a fire-retardant board purchased from a local wood company, amounting to 83,000 yuan [4]. - The market supervision bureau initiated a mediation process upon receiving the complaint, confirming the validity of the claims [4]. Group 2: Mediation Process - The first mediation attempt via phone was unsuccessful due to significant disagreements on compensation [5]. - A second mediation was conducted, leading to the company agreeing to refund and compensate Mr. Zhuang [5]. Group 3: Final Resolution - After the company failed to fulfill the agreement, a third mediation was organized, resulting in the company agreeing to refund and compensate Mr. Zhuang a total of over 79,000 yuan [7]. - Mr. Zhuang expressed gratitude for the efforts of the enforcement personnel, emphasizing the importance of their work in upholding consumer rights [7]. Group 4: Service Philosophy - The market supervision bureau's personnel maintained a "people-oriented" service philosophy, prioritizing public interest and demonstrating a commitment to fair resolution of consumer disputes [7].