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].

Core Viewpoint - The newly revised "Market Supervision and Management Complaint Handling Measures" aims to address the increasing consumer complaints in the e-commerce sector, which now account for over half of all complaints, by clarifying the jurisdiction for complaints against online stores and live-streaming platforms [1][2]. Group 1: Complaint Handling and Jurisdiction - Complaints against platform operators will be handled by the market supervision department at the county level where the address is publicly listed or where the platform is located [2]. - The revision emphasizes the platform's responsibility to assist in resolving consumer disputes and to provide accurate information about operators, enhancing transparency and accountability [4][11]. Group 2: Regulation of Malicious Claims - The revised measures aim to curb the abuse of the complaint system, which has seen an increase in malicious claims and extortion attempts, thereby protecting legitimate consumer rights and maintaining market order [4][7]. - Specific provisions are included to penalize individuals who engage in fraudulent activities related to complaints, such as fabricating facts or using false identities [9][12]. Group 3: Administrative Mediation and Consumer Rights Protection - The new measures enhance administrative mediation processes, allowing for designated institutions to handle disputes when parties cannot agree on assessment or testing [14]. - The measures also encourage the establishment of consumer rights protection service stations and online dispute resolution systems to preemptively address consumer grievances [16][14]. Group 4: Data Standardization and Integration - The measures mandate a unified standard for complaint data and user rules, facilitating the integration of complaint information through the national 12315 platform, which will enhance market risk monitoring and trend analysis [18][20]. - This integration is expected to improve the efficiency of complaint handling and provide a structured approach to market regulation [20].