12315 is a consumer complaint and reporting hotline set up by the State Administration for Market Regulation and a national Internet platform, aiming to protect the legitimate rights and interests of consumers and provide mediation services for consumer disputes. However, it should be noted that the mediation of 12315 is not legally enforceable, and the merchant has the right to choose whether to accept mediation.
The merchant's response strategy after refusing mediation.
Retain evidence: Consumers should properly keep evidence such as shopping vouchers, contracts, and communication records related to the dispute in case of subsequent rights protection.
Seek legal assistance: You can consult a lawyer or legal aid institution to understand your legal rights and possible ways to protect your rights.
Complaints to the relevant administrative departments: In addition to 12315, you can also file a complaint with the local market supervision and administration department or other relevant administrative departments.
Filing a lawsuit: If other means cannot solve the problem, the consumer can choose to resolve the dispute through judicial means, that is, file a lawsuit with the people's court.
Mr. Zhang purchased a TV set on an e-commerce platform, but after receiving the goods, he found that there was a serious quality problem. Mr. Zhang first contacted the merchant, but the two parties could not reach an agreement. Subsequently, Mr. Zhang called 12315 to file a complaint and request mediation. However, the merchant refused 12315's mediation for various reasons.
Faced with this situation, Mr. Zhang took the following measures:
He kept a detailed record of the communication with the merchant and kept the proof of purchase and the quality of the TV**.
I consulted a lawyer friend to understand my rights and possible legal paths.
A complaint was lodged with the local market supervision and administration department, and relevant evidence was attached.
After several attempts to communicate with the merchant to no avail, Mr. Zhang finally decided to file a lawsuit with the court to protect his legitimate rights and interests.
The People's Republic of China Consumer Rights and Interests Protection ** This law stipulates the basic rights and interests of consumers and the obligations of merchants, and is an important legal basis for consumer rights protection. For example, the law stipulates that consumers have the right to fair trade, and businesses should provide goods and services that meet quality requirements.
Interim Measures for the Handling of Complaints and Reports on Market Supervision and Administration: These Measures standardize the procedures and requirements for the handling of consumer complaints and reports by the market supervision and administration departments, and provide consumers with a channel for administrative complaints.
Civil Procedure Law of the People's Republic of China: This law stipulates the basic procedures and rules of civil litigation, and provides a legal basis for consumers to resolve disputes through judicial channels.