I. Application status:
1. If the rights and interests of consumers are infringed, the respondent shall be under the jurisdiction of the administrative department for industry and commerce.
2, consumers in the process of consumption, when the legitimate rights and interests are violated.
3. "Black dens" for consumers to fake and shoddy goods and to manufacture and sell fake and shoddy goods.
Second, the dialing method and matters needing attention.
1. After dialing 123 15, please answer the questions according to the instructions of the staff, and tell the facts, reasons and requirements of the complaint truthfully.
2. 123 15. Consumer complaints are under the jurisdiction of the administrative department for industry and commerce where the operator is located.
Legal basis: General requirements of Article 1 of Opinions of General Administration of Market Supervision on Integrating and Building 123 15 Administrative Law Enforcement System to Better Serve Market Supervision and Law Enforcement.
123 15 belongs to the State Administration of Market Supervision. In order to help consumers solve the problem of "complaint difficulty", a special telephone number 123 15 was opened nationwide. At present, the national mobile platform 123 15 has been launched.
(1) basic principles
Adhere to an orderly and smooth transition. Conscientiously implement the decision-making arrangements of the CPC Central Committee and the State Council on institutional reform, enhance the reform motivation, and strengthen the responsibility for reform. During the transition period of "five hotlines" and platform integration, market supervision departments at all levels should strictly abide by political discipline and organizational discipline, unify their thinking and understanding, and strengthen coordination and cooperation. All hotlines and platforms still carry out related work in an orderly manner according to the original work requirements and processes to ensure smooth work and continuous and smooth transition of business.
Adhere to the integrated overall design. Pay attention to coordinating resources, strengthen top-level planning, adhere to the top-down integrated design, and promote the "six unifications" of 123 15 administrative law enforcement system, unified hotline number, unified operation platform, unified management organization, unified system specification, unified analysis and judgment, and unified performance evaluation.
Adhere to standardized operation. Strengthen standard guidance, standardize system design, formulate business norms and data standards for market supervision and complaint reporting, improve workflow, unify disposal procedures, strengthen system construction, and continuously improve the institutionalized, standardized and standardized level of 123 15 administrative law enforcement.
Adhere to three-dimensional service supervision. Innovate the way of post-event supervision, use big data, "internet plus" and other means to gradually realize precise supervision, collaborative supervision and dynamic supervision, pay attention to providing case source information for market supervision and law enforcement, and smooth law enforcement channels; Real-time monitoring and dynamic early warning of market order, suddenness, tendency and emerging problems in various places, comprehensive analysis and judgment of market dynamics and regulatory difficulties, and high-quality information services for efficient decision-making and regulatory law enforcement.
Adhere to the intelligent service upgrade. Further deepen the reform of "decentralization, strengthening supervision and improving services", promote service facilitation, and promote intelligent optimization and service upgrading. Make full use of big data, cloud computing, artificial intelligence and other scientific and technological means to improve the intelligent level of complaint acceptance, platform processing, data collection and analysis, online mediation, intelligent consultation and consumption early warning, and provide convenience and effectiveness.
Adhere to collaborative social governance. Carry out the concept of social collaborative governance, strengthen the cooperation of law enforcement departments, implement the main responsibility of operators, give play to the role of social organizations, strengthen social supervision, form a joint effort, and effectively build a new governance pattern of * * * building * * *. Actively explore innovation, persist in optimizing service supply, effectively extend the window and tentacles of market supervision services, and promote the modernization of governance system and governance capacity in the field of market supervision.
(2) the overall goal.
By the end of 2020, the system will be basically established.
123 15 authoritative and efficient administrative law enforcement system. The integration construction is divided into two stages, with 20 19 as the transition period, which mainly realizes "No.1 external, multi-line parallel, centralized answering, undertaking at all levels, and departments handling according to their responsibilities"; Upgrade the national 123 15 platform, and initially unify the entrance of market supervision complaints and reports; Based on the national platform of 123 15, we developed and deployed the user terminal for wiring personnel, and realized the real-time collection and dynamic management of 123 15 hotline data. In 2020, relying on the 123 15 national platform, we will gradually improve the hotline and platform for receiving complaints and reports from market supervision departments and build a national system.
First, the administrative law enforcement system of 123 15, which runs through five levels, realizes the working mechanism of "focusing on external affairs, centralized management, facilitating people and enterprises, and efficient law enforcement", making it the frontier sentry of market supervision and law enforcement, and providing strong support for maintaining a relaxed and convenient access environment, a fair and orderly competition environment, a safe and secure consumption environment and building a unified market supervision and law enforcement system.