12315.
March 15, 1999, in order to effectively solve the majority of consumers, "difficult to complain" problem, timely, convenient, fast acceptance of consumer demand, the State Administration for Industry and Commerce in the former Ministry of Information Industry, with the support of the Ministry of Information Technology, the opening of the 12315 consumer complaints and reports on the national unity of the special telephone. All levels of industrial and commercial administrative organs of the country to 12315 telephone as the basis, the establishment of modern information technology as the main means, set acceptance, investigation, supervision as one, covering the country's urban and rural areas of the 12315 consumer complaint reporting service network.
On February 28, 2019, the official website of the State Market Supervision and Administration of the People's Republic of China issued the "Opinions of the General Administration of Market Supervision on the Integration and Construction of the 12315 Administrative Law Enforcement System to Better Serve the Law Enforcement of Market Supervision".By the end of 2020, the former hotlines for complaints and reports on industry and commerce, quality inspection, food and drug, price, intellectual property rights and other complaints and reports, i.e. 12315, 12365, 12331, 12358, 12330, etc. will be unified and integrated into the 12315 hotline to 12315 a number to provide external market supervision complaints and reporting services.
(a) from the receipt of the complaint within 5 days to decide whether to accept;
(b) from the receipt of the complaint within 60 days from the date of final mediation (minus the time of testing, etc.); mediation does not terminate the mediation.
Beijing Municipal Administration for Industry and Commerce's 12315 hotline business has been outsourced to a professional telecom company, and the bureau, as the manager and coordinator of 12315, will mainly focus on problem solving as well as analyzing and organizing information. This will help the AIC to focus more on the handling of consumer complaints. This will help safeguard the protection of consumer rights and interests, improve the efficiency and speed of 12315 in handling complaints, and create a better and more orderly healthy market ecosystem.
CCTV News, Aug. 31, 2019, reported that the national 12315 platform was officially launched today, according to the 2019 Market Supervision and Administration Forum. After the formation of the State Administration of Market Supervision, the former industrial and commercial 12315, quality inspection 12365, food and drug 12331, intellectual property 12330, price supervision 12358 and other five complaint and reporting hotlines and platforms are unified and integrated, and the construction of 12315 unified complaint and reporting platform.
The new platform will adhere to the unified hotline number, to achieve a foreign; unified operating platform, smooth demand channels; unified working institutions, to achieve five levels of coherence; unified system specification, optimize work procedures; unified analysis and judgment, data security **** enjoy; unified performance evaluation, the implementation of scientific assessment.
After the new platform is online, it will provide 24-hour complaint and reporting services for the public around the clock through the Internet, mobile APP, WeChat, Alipay and other entrances; and utilize big data, "Internet +" and other means by innovating the way of supervising things after the fact.
Targeted case information and dynamic monitoring and early warning for market supervision and law enforcement, gradually realizing accurate supervision, collaborative supervision, dynamic supervision; through the establishment of enterprise online mediation, consumer complaints publicity and other working mechanisms, to promote the establishment of administrative law enforcement supervision on the Internet, operators self-discipline, social supervision as one of the consumer rights social **** governance system.