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《工商行政管理部门处理消费者投诉办法》结合新《消法》的立法精神,对原《工商行政管理机关受理消费者申诉暂行办法》进行较大幅度的修改、完善。现实生活的投诉包罗万象、纷繁复杂,导致工商干部在处理投诉过程中面临较多的疑点与难点。本文拟结合实践,对消费者投诉后无法联系的,是否受理;消费者投诉后又撤诉的,是否受理;调解不成功的,是否应告知其他解决方式;受理消费者投诉时,是否应征询经营者;异地投诉,能否适用电话调解等五个难点问题拟作初步探讨。
The Measures of the Administration for Industry and Commerce on Handling Consumer Complaints Combining the legislative spirit of the new Consumer Law, the former “Administrative Agency for Industry and Commerce Accepting Consumer Complaints Interim Measures” was substantially amended and improved. The complaints of real life are all-encompassing and complex, leading to more doubts and difficulties in handling complaints. This article intends to combine practice, consumers can not contact after the complaint, is accepted; consumer complaints and then dismissed, whether or not to accept; mediation unsuccessful, should inform other solutions; acceptance of consumer complaints, should consult the business ; Remote complaints, whether the application of telephone mediation and other five difficult issues to be explored.