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Notice of the State Administration for Industry and Commerce on Comprehensively Conducting the Pilot Program of Publication of Consumer Complaints [Effective]
工商总局关于全面开展消费投诉公示试点的通知 [现行有效]
【法宝引证码】

Notice of the State Administration for Industry and Commerce on Comprehensively Conducting the Pilot Program of Publication of Consumer Complaints 

工商总局关于全面开展消费投诉公示试点的通知

(No. 241 [2017] of the State Administration for Industry and Commerce) (工商消字〔2017〕241号)

The administrations for industry and commerce and market supervision departments of all provinces, autonomous regions, and municipalities directly under the Central Government: 各省、自治区、直辖市工商行政管理局、市场监督管理部门:
Publication of consumer complaints is the latest exploration of enhancing supervision by public opinions and advancing protection of consumer rights and joint social governance, on the basis of publication of enterprise credit information and consumption alerts and warnings. In 2016, the State Administration for Industry and Commerce selected Shanghai, Chongqing and Jiangxi to conduct a one-year pilot program of publication of consumer complaints, which has seen clear achievements, enormous publicity and public recognition. For the purpose of further exploring the consumer complaint publication system, guiding businesses in strengthening self-discipline, improving the satisfaction of consumers, boost consumer confidence across the country, completing the consumption promotion mechanism, and enhancing the role of consumption in driving economic growth, the State Administration for Industry and Commerce decides to comprehensively conduct the pilot program of publication of consumer complaints across the country. You are hereby notified of the relevant matters as follows: 消费投诉公示是在企业信用信息公示和消费提示警示工作基础上,强化社会舆论监督、推进消费维权社会共治的新探索。2016年,工商总局选取上海、重庆、江西三地开展为期一年的消费投诉公示试点,取得明显成效,得到广大社会公众的关注和认可。为进一步探索消费投诉公示制度,引导经营者加强自律,提高消费者满意度,提振全社会消费信心,完善促进消费的机制,增强消费拉动经济增长的作用,工商总局决定在全国范围内全面开展消费投诉公示试点。现就有关事项通知如下:
I. General thinking   一、总体思路
1. Guiding ideology (一)指导思想
We shall implement in-depth the spirit of the 19th CPC National Congress and the Xi Jinping Thought on Socialism with Chinese Characteristics for a New Era, implement the provision of "establishing a consumer complaint and consumer right protection disclosure and publication system" in the Market Regulation Plan for the "13th Five-Year Plan" Period issued by the State Council, and improve consumption promotion systems and mechanisms. 深入贯彻党的十九大精神和习近平新时代中国特色社会主义思想,落实国务院《“十三五”市场监管规划》“建立消费投诉、消费维权公开公示制度”的规定,完善促进消费的体制机制。
2. Work objectives (二)工作目标
By comprehensively conducting the pilot program of publication of consumer complaints, ex-post remedy and prior prevention in consumer right protection shall be connected, enterprise credit regulation shall be strengthened, the promotion of the development of a credit system shall be boosted, the right to know and option of consumers shall be protected, the supervisory role of social organizations, public opinion and the public shall be enhanced, so as to make businesses to implement their primary responsibility for protecting consumer rights, the awareness of bona fide and lawful operation shall be raised, the source governance of consumption disputes shall be prompted, a joint social governance pattern for protecting consumer rights shall be further developed, and endeavors shall be made to create a safe, reassuring and comfortable consumption environment. 通过全面开展消费投诉公示试点,打通消费维权的事后救济和事先预防环节,加强企业信用监管,助推信用体系建设,保障消费者的知情权和选择权,强化社会组织、舆论和公众的监督作用,促使经营者落实消费维权主体责任,提高诚信守法经营意识,推动消费纠纷的源头治理,进一步构建消费维权的社会共治格局,努力营造安全放心舒心的消费环境。
3. Basic principles (三)基本原则
Adhering to overall planning and collaborative advancement. Existing information technology systems and platforms shall be fully used to strengthen the intensive development of enterprise credit regulation, publication of consumer complaints, consumption alerts and warnings, and other modules; and strengthen collaboration, cooperation and work interaction and realize cross-industry, cross-level, and cross-department collaborative advancement of complaint publication and mutual recognition, sharing and utilization of complaint information by all parties. 坚持统筹规划、协同推进。充分利用现有信息化系统和平台,加强企业信用监管、消费投诉公示、消费提示警示等模块集约化建设;加强协作配合和工作联动,实现投诉公示跨行业、跨层级、跨部门协同推进,投诉信息互认共享、多方利用。
Adhering to a problem-oriented approach and highlighting priorities. Starting with regions and industries drawing most consumer complaints and reports, key issues involving a wide range of aspects and relating to the vital interests of the public shall be focused on, the big picture shall be driven by individual issues, and the coverage of publication of consumer complaints shall be gradually expanded; and social concern shall be answered in a timely manner, dimensional complaint publication shall be conducted, and the comprehensive effect of publication shall be enhanced. 坚持问题导向、突出重点。从消费者投诉集中、反映强烈的区域、行业着手,抓住涉及面广、关系群众切身利益的重点问题,以点带面,逐步扩大消费投诉公示的覆盖面;及时回应社会关切,开展多维度的投诉公示,提高公示的综合效应。
Adhering to objectiveness, impartiality, comprehensiveness and authenticity. On the premise of protecting national secrets, trade secrets and personal privacy, the complaint information affecting the options of consumers shall be comprehensively, authentically, objectively and impartially published; and the principle of reasonable administration shall be observed, so as to avoid interference with the regular market competition order, and the market mechanism shall be always allowed to play a decisive role in resource allocation. 坚持客观公正、全面真实。在保护国家秘密、商业秘密和个人隐私的前提下,将影响消费者选择的投诉信息予以全面、真实、客观公示;恪守合理行政原则,避免干扰市场正常竞争秩序,始终让市场机制在资源配置中发挥决定性作用。
Adhering to openness, innovation and joint social governance. Pioneering shall be encouraged, publication modes shall be innovated on, publication channels shall be expanded, publication information resources shall be opened, and the aspects for the application of publication information shall be expanded; the channels for public participation and correction of information by enterprises shall be established; and a joint social governance pattern featuring joint participation by the government, enterprises and the public and complementary advantages shall be formed.
......
 坚持开放创新、社会共治。鼓励先行先试,创新公示模式,拓展公示渠道,开放公示信息资源,扩大公示信息的应用面;建立公众参与、企业更正信息等途径;构建政府、企业、公众共同参与、优势互补的社会共治格局。
......

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