On 26 Sept. 2023, China’s State Administration for Market Regulation (SAMR) issued the “Interim Rules for Publicizing Complaint Information in Market Supervision and Administration” (市场监督管理投诉信息公示暂行规则, hereinafter the “Rules”)to strengthen the protection of consumer rights and interests.
The Rules aims to ensure the consumer’s right to information and choice. By disclosing consumer complaints against operators, the authorities hope to encourage operators to take consumer rights claims seriously.
In the Rules, “complaints” are clearly defined as actions taken by consumers to request the resolution of disputes with operators arising from the purchase of goods or receipt of services from the market regulator.
The SAMR has established the National Platform of Consumer Dispute Resolution (全国12315平台, hereinafter the “Platform”), where consumer complaints are disclosed.
Once notified, the operators can conveniently understand, query, summarize, and analyze the disclosed complaints through the Platform.
The disclosed information includes the complainant’s identity, information about the operator, details of the complained goods or services, the time when the complaint was submitted, the time when the dispute occurred, the issue complained about, the complainant’s requests, as well as the handling time and results.
Contributors: CJO Staff Contributors Team