你是否有过这样的经历？网购到劣质商品，反复和商家沟通却被"踢皮球"，第一反应是掏出手机拨 12315；外出吃饭遇到过期食材，和店家交涉无果时，脑海里蹦出的还是12315。确实，作为市场监管部 门打造的"消费维权 【下载黑猫投诉客户端】名片"，12315帮无数人解决了糟心的消费纠纷，早已成为 大家心中的"维权老朋友"。但生活里的麻烦可不止消费问题——被公司拖欠工资、快递丢件后商家拒不 赔偿、家里楼下工地深夜施工吵得没法睡觉……遇到这些事儿，光靠12315就不够用了。其实我国早就 搭建了一套"分门别类、精准对接"的正规投诉体系，找对对应的渠道，才能让维权少走弯路，更快拿到 解决方案。 一、政务服务"万能热线"：12345政府服务热线 如果说12315聚焦消费领域，那么12345政府服务热线就是覆盖范围最广的"政务万能钥匙"。该热线由各 地市人民政府统一设立，实行"7×24小时"全天候人工服务，无论你遇到的是市政设施故障、公共服务缺 失，还是企业违规经营、行政部门不作为等问题，只要属于当地政府职责范围内的事项，都可以拨打 12345投诉。 拨打后，工作人员会对投诉内容进行登记、分类，并转交至对应的职能部门办理，办理 ...

【来源：运城市场监管】 调研组要求 要强化源头治理，前置化解消费纠纷。消费维权服务站应成为沟通消费者与经营主体的第一道桥梁，充 分发挥其"前哨"作用，严格落实消费纠纷前端化、源头化化解要求，建立健全消费纠纷自我调处机制， 定期分析投诉热点，对投诉集中的商品质量、售后服务等问题提前提示，确保消费纠纷在萌芽状态得到 妥善解决；要推进规范化建设，优化运行管理机制。严格按照消费维权服务站建设标准要求，进一步明 确工作职责、规范处置流程、加强人员配置，做到"有机构、有制度、有人员、有台账、有结果"，确保 消费者"找得到人、解决得了问题"，不断优化消费投诉处置的全流程管理模式，实现消费维权服务的标 准化、透明化和闭环化管理；要发挥行业自律作用，构建社会共治格局。行业协会要充分发挥桥梁纽带 作用，建立健全行业自律公约和服务标准，组建专业调解队伍，开展专业化纠纷调解，形成行政调解与 行业调解互补的多元化解机制，共同营造安全、便利、诚信的消费环境。（尚桐） 为切实提升消费维权服务效能，8月26日，运城市市场监管局党组书记、局长景莉莉带队前往盐湖区、 运城经济技术开发区，对12315消费维权服务站建设运行情况进行调研。市局党组成 ...

"消费维权服务站"是校园消费维权的"前沿哨所"，能够快速响应师生消费诉求，高效化解消费纠纷，可 极大提升维权效率，让师生消费更安心。消费维权服务站除及时处理消费纠纷外，还积极开展消费维权 宣传。通过举办各类宣传活动，向师生普及消费维权知识及相关法律法规，增强师生消费维权意识与理 性消费能力，从源头上减少消费引发的问题，为校园消费环境筑牢"防护网"。 下一步，济南高新区市场监管部将持续指导服务站建设，推动建立常态化消费维权工作机制，努力形成 可复制推广的校园消费维权模式，让更多师生享受到优质的消费维权服务。 齐鲁晚报齐鲁壹点记者李培乐 为切实维护师生消费权益，营造和谐有序的校园消费环境，8月13日，济南高新区市场监管部交易秩序 管理办公室联合巨野河市场监管所，走进山东职业学院，设立高校"消费维权服务站"并授牌。 ...

《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， ...

今年以来，新疆维吾尔自治区乌苏市市场监管局坚持党建引领，积极践行"实干争先"理念，着力强化消 费维权保护工作，促进社会和谐稳定。 据统计，上半年，共受理消费者投诉举报814件，较2024年同比上升23%，其中投诉698件、举报116 件，为消费者挽回经济损失43.2万元。在消费纠纷调解工作中，该局指定专人负责消费维权事务，并确 保在法定期限内高效办结消费者投诉，实现各环节运转顺畅。对处理消费者投诉过程中发现的经营者违 法行为，坚决予以立案调查，明确规范工作办理要求及程序。同时，该局合理调配维权资源，构建科学 有效的机制，全力确保节日期间12315、12345投诉平台、消费维权点、来信、来函等消费投诉举报渠道 畅通，及时化解消费纠纷。（杜志锋、甘露、杜仲威） ...

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]