Location: Honghu City, Hubei.
Reporter Zhang Hua.
On February 5, the heaviest snowstorm since 2009 affected the vast Jianghan Plain.
At about 11 o'clock in the morning, a middle-aged woman dressed in market supervision** and two colleagues went to the person in charge of the Manlou Hotel in Yulian Township, Honghu City, Hubei Province, to help Mr. Xiao, a consumer, ask for the balance of the recharge card. With her patient mediation, Mr. Xiao finally got the balance of 603 yuan.
Thank you very much! If it weren't for your mediation, it would be difficult to get the balance back on the hotel recharge card. Now I can have a comfortable Spring Festival. Mr. Xiao said emotionally.
This person who braved the wind and snow to protect the legitimate rights and interests of consumers when the Spring Festival was approaching was Zhang Qiong, the head of the consumer protection unit of the Honghu Municipal Market Supervision Bureau, who was affectionately called "mother's family" by consumers.
As consumer protection workers, we must do a good job as consumers' mothers and protect the legitimate rights and interests of consumers to the greatest extent. When the reporter met Zhang Qiong, who was visiting Dasha Lake Farm in Honghu City, she said.
That's what Zhang Qiong said, and that's what she did. Since the establishment of the Honghu Municipal Market Supervision Bureau in 2019, she has been insisting on fighting on the front line of consumer rights protection without regrets.
In May 2023, Mr. Wang, a consumer, purchased a motor vehicle with an installment loan from an automobile trading company in Honghu, and when he repaid the loan and went through the release of the movable property pledge of the motor vehicle, he was forcibly charged a "release service fee" of 380 yuan by a financial company that provided the loan to him. After understanding the situation, Zhang Qiong did not shirk the blame, and actively communicated with the banking and insurance regulatory department and the automobile trading company and mediated on the spot. In the end, the auto trading company refunded Mr. Wang. "Thank you for actively coordinating and solving the problem, and thank you for letting me know a lot about the law. Mr. Wang, who got the refund, held Zhang Qiong's hand tightly and said. In October 2023, Zhang Qiong and her colleagues came to the door 4 times to reason, and finally prompted Zhang Mou of the Xindi Office of Honghu City to recover the soybeans with quality problems, and recovered the loss of more than 1,000 yuan for the consumer Uncle Li.
On the last day of 2023, the Honghu 12315 Complaint and Reporting Center received a complaint from Ms. Li**, a consumer, that she and her family had diarrhea after eating lamb chop hot pot in a small bowl of vegetables the night before, and she also had symptoms such as dizziness and vomiting, but the communication with the store was fruitless. After receiving the complaint, Zhang Qiong and her colleagues immediately conducted an on-site inspection, collected samples from the day of the incident, and recorded food purchase ledgers. After a series of careful inspections and arguments, after confirming that the operator is not responsible, mediation was organized in a timely manner, and finally both parties were convinced.
Zhang Qiong is well aware that although the consumer rights protection work is full of challenges, behind it are the vital interests of countless consumers, and if it is done well, it can effectively optimize the consumption environment and boost consumer confidence. Since engaging in the protection of consumer rights and interests, she has been able to warmly receive every visiting consumer, never shirk, and with patience and carefulness, she has resolved a consumer dispute in a timely manner, effectively safeguarding the legitimate rights and interests of consumers.
In 2023, we received a total of 1,787 consumer complaints and reports. Among them, 1,137 complaints were resolved, and 1,137 were resolved, with a complaint resolution rate of 100%; Successfully mediated 582 consumer disputes, recovering economic losses for consumers11450,000 yuan; 650 reports were received and 70 cases were filed. Zhang Qiong said that at present, Honghu City has initially formed a working pattern of timely acceptance of consumer complaints and reports, smooth circulation, fast processing, and strong investigation, and she herself will not forget her original intention and insist on doing a good job in every little thing of consumer rights protection.