The nationwide 12315 consumer complaint information disclosure platform is fully launched today

News from this site on October 20, the State Administration for Market Regulation issued an announcement today. In order to speed up the construction of a unified national market, build a new development pattern, and optimize the consumption environment, the State Administration for Market Regulation recently issued the "Interim Announcement of Market Supervision and Administration Complaint Information" Rules", launched the national 12315 consumer complaint information disclosure platform, and deployed national market supervision departments to carry out consumer complaint disclosure .

The announcement stated that information asymmetry has always been one of the pain points restricting the expansion of residents’ consumption. Consumers want to check the past behavior of merchants before shopping. Complaints, understand the situation of merchants resolving consumer disputes. To this end, market supervision departments take the initiative to disclose relevant government information on handling consumer complaints, so that consumers can consume clearly and operators can operate with integrity and law. The URL of the publicity platform is tsgs.12315.cn, and the name of the mini program and public account is "12315 Complaint Publicity". The public can check the complaint status of specific merchants, understand the hot spots of complaints, browse the latest local complaints, etc.

The State Administration for Market Regulation stated that through a platform to centrally publicize complaints from consumers in various regions against various operators, it can effectively reduce consumer market information Asymmetry, better protect consumers' right to know and choose, better play the decisive role of the market in allocating resources, guide the majority of operators to better implement the main responsibilities of consumer rights protection, and promote the high-level unified and high-standard construction of the national commodity and service market, It is a vivid practice that organically combines adhering to the people's stand, practicing the mass line, and super large-scale market supervision.

By posting consumer reviews and gathering real-time big data, legal supervision, credit supervision and smart supervision can be promoted in an integrated manner, with openness promoting justice and reducing pressure as the driving force. Since November last year, the State Administration for Market Regulation has launched a pilot program for the disclosure of consumer complaint information in six provinces, autonomous regions and municipalities including Jilin, Shanghai, Zhejiang, Guangdong, Sichuan and Xinjiang. The transparency of the consumer environment and the integrity of operators in the pilot areas , consumer satisfaction has been improved, and more consumer disputes have been resolved at their source and bud.

While publicizing consumer complaints, the market supervision department coordinates and optimizes the consumer environment and business environment. The publicity platform has specially created an "Enterprise Service" function to provide enterprises with past complaints. Empowered by 12315 data, helps enterprises improve their business behavior and reduce compliance costs in a targeted manner. Enterprises can log in with an electronic business license platform. In addition, the publicity of consumer complaints is not a simple "blacklist", and the number of complaints cannot simply be equated to quality or service; operators with high market shares tend to have more consumer disputes. Compared with the number of complaints, , it is also necessary to pay attention to the operator's attitude towards consumers, sincerity in handling complaints, and self-improvement.

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