Take the Initiative to Fulfill Supervisory Duties and Seriously Reconcile Consumption Disputes
Given the concentrated consumer complaints and exposures of infringement upon consumers’ rights during the March 15 period, CCA guides consumer associations nationwide to take the initiative to safeguard consumers’ rights.
On March 4, CCA issued to consumer associations nationwide the Notice on Further Strengthening the Handling of Complaints and Consultations, requiring them to fulfill their eight responsibilities across the board and protect consumers’ legitimate rights and interests in a highly efficient and fast manner according to the specific provisions of the Protection of Consumer Rights and Interests and Work Guidance for Consumer Associations to Handle Consumer Complaints (Revision). On March 16, CCA issued the Notice on Strengthening the Handling of Consumer Complaints, underlining that consumer associations of different areas should practically strengthen the handling and mediation of consumption disputes and seriously handle and mediate complaint cases about the enterprises exposed at the 3.15 Evening Party.
Since March 16, CCA has contacted and talked respectively with the involved enterprises reported at the 3.15 Evening Party, including China Mobile, China Unicom, Land Rover, Dongfeng Nissan, Benz and Shanghai Volkswagen, urging them to release solutions as soon as possible and give consumers a satisfying answer.
Given the present situation that some enterprises exposed have made statements, CCA believes that these involved businesses should neither just limit their focuses to their subsidiaries (4S stores) nor limit their emphasis on the issues exposed. They should screen the same or similar issues across the nation, draw inferences about other cases from one instance, and practically safeguard consumers’ legitimate rights and interests.
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