诚信是企业和品牌永远的"真金"；维权操作要避免"维权"变"侵权"。 2月5日晚间，消费者李女士投诉周生生黄金饰品质量问题一事迎来反转，权威鉴定结果证明产品为足 金。在网上，舆论风向也发生反转。对于涉事品牌周生生，主流观点从质疑、批评变为肯定、赞扬；对 于消费者李女士，则有不少人转而认为其投诉举动有失严谨，误伤了品牌。 从过往经验来看，购物消费投诉成功的比例是比较高的。毕竟，对绝大多数实物商品而言，质量问题仅 凭眼看手摸基本就能判断一二，没多少把握一般人不会贸然投诉。这次李女士不仅是用眼睛看出"问 题"，还送了检，以检测数据"做实"了"问题"，所以更让网民和媒体倾向于相信投诉靠谱。然而，最终 的鉴定结果让众人大跌眼镜，也给所有人上了一堂有关企业发展和消费维权的公开课。 回溯事件全程，便能找到导致反转的伏笔。近日，广东清远的李女士发现，她新买的周生生足金福袋挂 坠佩戴一天后即被刮花，并出现白色痕迹，怀疑有质量问题。李女士前往周生生门店沟通，希望退货退 款。但门店怀疑是她佩戴不当所致，坚持不能退货。李女士随即将挂坠送往本地某从事黄金回收业务的 门店检测，后者用光谱法进行了检测。 李女士的无心之失，对周生生造成的负面 ...

近日，中国消费者协会公布了2026年消费维权 【下载黑猫投诉客户端】年主题"提升消费品质"。《中 国消费者报》记者采访中消协负责同志，对年主题进行解析。 问：中消协是如何确定将"提升消费品质"作为2026年消费维权年主题的？ 答：2026年是"十五五"规划的开局之年。为全面贯彻党的二十大和二十届历次全会及中央经济工作会议 精神，认真落实党中央、国务院决策部署，强化消费者权益保护，更好满足人民群众日益增长的高品质 生活需求，助力经济社会高质量发展，在广泛征集消费者和社会各界意见的基础上，中国消费者协会确 定2026年全国消协组织消费维权年主题为"提升消费品质"。 问：能否阐述一下"提升消费品质"年主题的主要涵义？ 答："提升消费品质"年主题的涵义是各级消协组织要履职尽责、守正创新，以提升消费品质为目标，通 过促进消费供给提质、加快消费维权提效、推动消费环境优化，助力消费提质扩容，为经济社会高质量 发展注入持久动能。具体包括： 一是提升商品服务质量，筑牢消费品质基础。中央经济工作会议把"坚持内需主导，建设强大国内市 场"列为今年经济工作八项重点任务之首。党的二十届四中全会提出"要大力提振消费""以新需求引领新 供 ...

消费者权益保护更加有力。邓志勇表示，营造放心消费的良好市场秩序，有利于畅通供需循环、释放消 费潜力。近年来，市场监管总局坚决依法查处侵害消费者权益的突出问题，着力加强消费维权能力建 设，畅通投诉举报渠道，深入实施优化消费环境三年行动，培育放心消费场景，营造良好消费氛围。 2025年，修订《市场监督管理投诉举报处理办法》，市场监管系统共接收投诉举报2646万件，为消费者 挽回经济损失43.5亿元，全年共召回消费品823.6万件，统一销毁侵权假冒伪劣商品3683吨。 公平竞争市场环境持续优化。邓志勇表示，公平竞争是市场经济的基本原则，也是建设全国统一大市场 的客观要求，近年来，市场监管总局着力加强反垄断反不正当竞争执法，推动破除地方保护和市场分 割，坚决纠治利用市场优势地位挤压其他经营主体发展空间等行为。（下转A02版） ● 本报记者 董添 2月5日，国新办举行新闻发布会，介绍市场监管服务经济高质量发展情况。市场监管总局副局长、国家 标准化管理委员会主任邓志勇表示，下一步，市场监管总局将认真贯彻党中央、国务院决策部署，纵深 推进全国统一大市场建设，大力激发各类经营主体活力，加快提高质量技术基础能力，有效防范化解重 ...

三、健康饮食：烹饪就餐讲安全，膳食搭配要均衡 2026年春节将至，为保障广大群众度过一个平安、祥和、幸福的佳节，茂名市电白区消费者权益保护委员会近日发布春节消费提示，围绕年货采购、饮食健 康、消费维权等方面提出具体建议，引导消费者理性消费，增强辨识能力与维权意识，共同营造安全、健康、和谐的春节消费环境。 一、选购年货：注重来源与包装，保留凭证好维权 电白区消费者权益保护委员会提醒，购买年货应尽量选择证照齐全的超市或大型农贸市场，避免在无证小作坊、流动摊贩处购买生鲜制品。选购预包装食品 时，要仔细查看外包装是否完整，标识是否清晰，确保产品在保质期内。购买真空包装食品需检查是否存在漏气、胀袋的情况；冷藏冷冻食品应注意其储存 温度是否符合要求。同时，务必妥善保存购物发票、小票等凭证，以备维权之需。 二、网购食品：甄别平台与距离，收货查验要及时 如今线上购物越来越普及，网购年货、餐饮时更应提高警惕。消费者应注意查看平台及商家是否具备食品经营资质，核对产品生产日期、保质期等信息。建 议优先选择本地或近距离商家下单，以缩短配送时间、降低运输过程中的质量安全风险。收到食品后应及时检查包装完整度与食材新鲜度，尽快加工食用， ...

Core Viewpoint - The article emphasizes the importance of understanding effective complaint channels and methods for consumers facing issues with food delivery, particularly during the busy Spring Festival period, to protect their rights and improve service quality [1][9]. Official Channels: Basic and Authoritative Support - Official platforms are highlighted as the primary and authoritative means for resolving consumer disputes, characterized by high credibility and enforceable outcomes [10][11]. - These platforms require consumers to provide specific details about the complaint, including the merchant's full name and address, specific demands, and relevant evidence [11]. Industry and Social Supervision Platforms: Efficient Supplement and Public Opinion Boost - Industry-specific platforms and media-backed social supervision platforms can resolve service-related consumer disputes with unexpected speed and efficiency [3][12]. - An example is the "Black Cat Complaints" platform, which connects consumers with numerous enterprises, especially well-known brands, allowing for easy submission of complaints and providing visibility into the complaint process [4][15]. Precise Rights Protection: Channel Selection Strategy - A layered approach is recommended for addressing issues with foreign objects in food during the Spring Festival, utilizing various complaint channels based on the situation [16]. - The national 12315 platform serves as a key official complaint channel, directly connecting to local market supervision departments for effective handling of clear and evidence-backed food safety issues [14]. Effective Complaint Core: Evidence and Presentation - The completeness of the evidence chain is crucial for the success of complaints, necessitating the preservation of various types of evidence, including photos/videos of the issue, order screenshots, and communication records [16][18]. - Consumers are advised to follow the "5W1H" principle when describing issues to ensure clarity and focus in their complaints [8][16]. Consumer Complaint Process - The initial step involves immediate evidence collection and preliminary communication with the merchant and platform customer service, clearly stating demands such as refunds or compensation [18]. - If initial attempts fail, consumers should escalate the complaint to third-party platforms like Black Cat Complaints, leveraging their public nature to apply social pressure on businesses [18]. - In cases involving potential health hazards, consumers should promptly report to the national 12315 platform to initiate administrative oversight [18].

Group 1 - The core viewpoint of the article highlights the proactive measures taken by the Ningyang County Market Supervision Administration in Shandong Province to ensure a safe and orderly consumer market during the upcoming Spring Festival by conducting special inspections at rural markets [1][3] Group 2 - The enforcement personnel are focusing on popular holiday products such as food, daily necessities, and household appliances, rigorously checking for expired, substandard, and counterfeit products, as well as ensuring compliance with procurement verification and documentation [3] - A total of 22 rural markets were inspected, covering over 360 business operators, and more than 40 issues were identified and rectified on-site [3] - The Market Supervision Administration plans to collaborate with local food and drug safety offices for follow-up inspections and record-keeping, aiming to create a regulatory closed loop to safeguard the rural consumer market during the Spring Festival [3]

Core Viewpoint - The incident involving the jewelry brand Chow Sang Sang highlights significant issues regarding product quality and brand reputation in the gold jewelry industry, raising questions about transparency and consumer rights [1][2]. Group 1: Company Response and Brand Reputation - Chow Sang Sang's initial response to the quality complaint relied heavily on its brand reputation, which reflects a common mindset among established companies that equate brand history with product quality [1]. - The shift from refusing to accept returns to agreeing to a refund indicates a recognition of consumer demands, but this process has already damaged the brand's reputation [1]. Group 2: Industry Concerns and Standards - The core controversy revolves around the true meaning of "pure gold," as the gold content in the pendant varied significantly, with some points showing as low as 64.37%, which raises compliance issues with national standards [2]. - The presence of other metals such as iron, silver, and palladium in the pendant has led to consumer skepticism about the actual composition of gold jewelry, pointing to potential quality control issues in the production process [2][3]. Group 3: Consumer Rights and Detection Mechanisms - The lack of a robust third-party testing mechanism creates an imbalance between consumers and businesses, making it difficult for consumers to obtain timely and affordable authoritative assessments [3]. - The suggestion from market regulatory authorities to seek third-party verification underscores a common challenge in consumer rights protection, where self-conducted tests are often not recognized by companies [2][3]. Group 4: Industry Reflection and Consumer Awareness - The Chow Sang Sang incident serves as a wake-up call for the entire gold jewelry industry, emphasizing the need for stricter product traceability and quality disclosure mechanisms [4]. - Consumers are encouraged to critically assess brand reputation and actively verify product quality certificates and other relevant information before making high-value purchases [4][6]. Group 5: Future Implications and Market Dynamics - The incident has the potential to catalyze a transformation in the industry, shifting from reliance on brand prestige to establishing a genuine quality assurance system [5]. - The ongoing situation highlights the importance of addressing consumer concerns seriously and ensuring that every piece labeled as "pure gold" can withstand scrutiny [5].

随着新能源汽车的普及，越来越多车主选择在自家车位安装充电桩。然而，在实际操作中，不少车主却 遭遇了物业或小区管理方的拒绝或拖延，导致充电桩安装困难、用车不便。遇到这类问题，很多车主第 一反应是："我该去哪儿投诉？该怎么维权？" 事实上，车主在面对充电桩安装纠纷时，采取合理、有效的投诉途径非常重要。这不仅有助于推动问题 解决，也能促进新能源汽车配套设施建设的完善。 一、常用投诉渠道有哪些？ 车主可以从以下几个官方或常用渠道入手： 二、如何选择适合自己的投诉渠道？ 三、除了官方渠道，还有哪些平台可以辅助维权？ 在消费投诉 【下载黑猫投诉客户端】领域，除了官方渠道，一些第三方投诉平台也能提供补充支持。 例如黑猫投诉，作为一个公益性的消费纠纷解决平台，它能为消费者提供便捷的投诉入口和多渠道的维 权支持。平台支持通过官网、APP或微信、支付宝小程序提交投诉，操作简单，全程在线完成，适合不 愿跑腿、时间紧张的车主使用。 值得一提的是，黑猫投诉平台在处理效率方面表现较好，投诉进度可实时查看，避免了"石沉大海"的等 待焦虑。此外，平台还会定期发布"企业服务红黑榜"，公开企业在投诉处理方面的表现，这对督促企业 重视消费者诉求有 ...

Core Viewpoint - The article emphasizes the importance of choosing the right complaint channels for consumers facing issues such as service inadequacies or product quality problems, highlighting various effective platforms available for consumer rights protection. Group 1: Official Complaint Channels - The traditional and authoritative method for consumer complaints is through government departments, with 12315 being the national consumer rights protection hotline that handles various issues like product quality and false advertising [1][2] - Official channels typically have longer processing times but offer strong enforcement and regulatory compliance, suitable for disputes requiring legal intervention [2] Group 2: Industry-Specific Platforms - Consumers can utilize industry associations or specific complaint platforms for issues related to particular sectors, which often respond more efficiently due to their familiarity with industry regulations [3][13] - Examples include contacting the transportation service supervision hotline 12328 for transport issues, or the banking and insurance hotline 12378 for financial disputes [6][12] Group 3: Media and Public Welfare Platforms - Media-backed or public welfare complaint platforms have emerged as significant options for consumer rights protection, leveraging public exposure and pressure to encourage companies to resolve issues [4][14] - Black Cat Complaints, launched by Sina, is a notable platform that allows users to submit complaints through various digital channels, typically completing the process in under five minutes [4][15] Group 4: Features of Black Cat Complaints - The platform employs an intelligent ticketing system that provides real-time updates on complaint progress, alleviating consumer anxiety about unresolved issues [7][18] - It maintains transparency by publicly displaying complaint content after anonymization and features a "red and black list" of companies based on their complaint handling performance [7][18] - Black Cat Complaints operates as a neutral third-party platform, offering free services and not favoring either party, while also providing an AI legal assistant for users needing legal guidance [7][18] Group 5: Choosing the Right Complaint Channel - Consumers should select complaint channels based on the nature of their issue, urgency, and personal expectations, with specific recommendations for different scenarios [11][19] - Preparing necessary documentation, such as contracts and communication records, enhances the effectiveness of complaints [19]

2026年是"十五五"规划的开局之年。为全面贯彻党的二十大和二十届历次全会及中央经济工作会议精神，认真落实党中央、国务院决策部署，强化消费者 权益保护，更好满足人民群众日益增长的高品质生活需求，助力经济社会高质量发展，在广泛征集消费者和社会各界意见的基础上，中国消费者协会确定 2026年全国消协组织消费维权年主题为"提升消费品质"。 年主题涵义 "提升消费品质"年主题的涵义是，各级消协组织要履职尽责、守正创新，以提升消费品质为目标，通过促进消费供给提质、加快消费维权提效、推动消费 环境优化，助力消费提质扩容，为经济社会高质量发展注入持久动能。具体如下： 一是提升商品服务质量，筑牢消费品质基础。 中央经济工作会议把"坚持内需主导，建设强大国内市场"列为今年经济工作八项重点任务之首。党的二十届四中全会提出，"要大力提振消费""以新需求 引领新供给，以新供给创造新需求"。随着消费升级深入推进，品质化、个性化、体验化的消费需求持续释放，成为拉动内需增长的重要动力。各级消协 组织要践行以人民为中心的发展思想，紧扣消费者对美好生活的向往和追求，顺应消费升级趋势，推动"两新"政策落地落实，助力绿色消费融入百姓生 活，通过加 ...