【中英文对照版】市场监督管理投诉信息公示暂行规则.docx

市场监管总局关于印发市 场监督管理投诉信息公示 暂行规则的通知市场监管总局关于印发市 场监督管理投诉信息公示 暂行规则的通知（国市监稽规（2023） 6号）各省、自治区、直辖市和新 疆生产建设兵团市场监管 局（厅、委）：市场监督管理投诉信息 公示暂行规则已经市场监 管总局2023年第19次局务 会议审议通过。现印发给你 们，请认真贯彻执行。市场监管总局2023年9月26日市场监督管理投诉信息公示暂行规则InterimRulesforthePublicityofComplaintInformationonMarketSupervisionandAdministration制定机关：国家市场监督管理总局发文字号：国市监稽规20236号公布日期：2023.09.26施行日期：2023.09.26效力位阶：部门规范性文件法规类别：机关工作综合规定IssuingAuthority：SlateAdministrationforMarketRegulationDocumentNumber：No.62023oftheStateAdministrationforMarketRegulationDateIssued：09-26-2023EffectiveDate：09-26-20231.evelofAuthority：DepartmentalRegulatoryDocumentsAreaofLaw：GeneralProvisionsonGovernmentAffairsNoticebytheStateAdministrationforMarketRegulationofIssuingtheInterimRulesforthePublicityofComplaintInformationonMarketSupervisionandAdministrationNoticebytheStateAdministrationforMarketRegulationofIssuingtheInterimRulesforthePublicityofComplaintInformationonMarketSupervisionandAdministration(No.62023oftheStateAdministrationforMarketRegulation)Themarketregulatorybureaus(departmentsandcommissions)ofallprovinces,autonomousregions,municipalitiesdirectlyundertheCentralGovernment,andXinjiangProductionandConstructionCorps:TheInterimRulesforthePublicityofComplaintInformationonMarketSupervisionandAdministration,asdeliberatedandadoptedatthe19thexecutivemeetingoftheStateAdministrationforMarketRegulationin2023,areherebyissuedtoyouforyourdiligentcomplianceandimplementation.StateAdministrationforMarketRegulationSeptember26,2023InterimRulesforthePublicityofComplaintInformationonMarketSupervisionandAdministrationArticle1TheseRulesaredevelopedinaccordancewiththeLawofthePeople'sRepublicofChinaontheProtectionofConsumerRightsandInterests,theRegulationofthePeople'sRepublicofChinaontheDisclosureofGovernmentInformation,theInterimMeasuresfortheHandlingofComplaintsandReportsonMarketSupervisionandAdministration(hereinafterreferredtoasthe“MeasuresfortheHandlingofComplaintsandReports,)jandotherapplicableprovisionstoprotectconsumers'lawfulrightsandinterestssuchastherighttoknowandtherighttochoose,promotebusinessestofulfiltheirprimaryresponsibilitiesforprotectingconsumers'rights,strengthensocialco-governancefortheprotectionofconsumers,rightsandinterests,continuouslyoptimizetheconsumptionenvironment,andpromotehigh-qualityeconomicdevelopment.Article2TheseRulesshallapplytothepublicityofcomplaintinformationbymarketregulatorydepartments(hereinafterreferredtoasthe"marketregulatorydepartments).ForthepurposesoftheseRules,ltcomplainmeanstheactofaconsumerwhohasanydisputeoveraconsumer'srightsandinterestswithabusinesswhentheconsumerpurchasesorusesgoodsorreceivesservicesfordailyconsumptionandrequeststhemarketregulatorydepartmenttoresolvethedisputeaccordingtotheMeasuresfortheHandlingofComplaintsandReports.市场监督管理投诉信息公 示暂行规则第一条为保障消费 者的知情权、选择权等合法 权益，推动经营者落实消费 维权主体责任，加强消费者 权益保护社会共治，持续优 化消费环境，促进经济高质 量发展，依据中华人民共 和国消费者权益保护法 中华人民共和国政府信 息公开条例市场监督管 理投诉举报处理暂行办法 （以下简称投诉举报处理 办法）等规定，制定本规 则。第二条市场监督管 理部门（以下简称市场监管 部门）开展投诉信息公示工 作，适用本规则。本规则所称的投诉，是指消 费者为生活消费需要购买、 使用商品或者接受服务，与 经营者发生消费者权益争 议，根据投诉举报处理办 法向市场监管部门请求解 决该争议的行为。第三条国家市场监 督管理总局负责制定全国 市场监管部门投诉信息公 示规则，建立全国12315投 诉信息公示平台，指导全国 市场监管部门开展投诉信 息公示工作。Article3TheStateAdministrationforMarketRegulationshallberesponsiblefordevelopingtherulesforthepublicityofcomplaintinformationbymarketregulatorydepartmentsnationwide,establishingthenational12315complaintinformationpublicityplatform,andguidingmarketregulatorydepartmentsnationwidetopublicizecomplaintinformation.ThemarketregulatorydepartmentattheprovincialorprefecturelevelshallberesponsibleforguidingandsupervisingthepublicityofcomplaintinformationwithinitsadministrativeregionandmaydevelopdetailedworkruleswithinthescopeoftheseRules.Themarketregulatorydepartmentatthecountylevelshallundertakethepublicityofcomplaintinformationwithinitsadministrativeregion,determinespecializedworkagencies,andimprovetheworkflowandworkquality.Article4Thepublicityofcomplaintinformationshallbenormalandnon-publicityshallbeanexception,theprincipleofuwhoeverhandlesacomplaintshallmakepublicityshallbefollowed,objectivityandimpartiality,properprocedures,andunifiedstandardsshallbeadheredto,andthelawfulrightsandinterestsofallpartiesshallbeprotected.Article5Complaintinformationincludescontentsstatedbyconsumerswhentheyfilecomplaintsandresultsofvoluntaryadministrativemediationbybothparties,ratherthanadministrativepenaltyinformation,informationonthelistofenterpriseswithabnormaloperations,informationonthelistofenterpriseswithseriouslyillegalanddishonestacts,andothernegativecreditinformation.Marketregulatorydepartmentsshallstrengthenpublicity,guidance,andpolicyinterpretation,strengthenthemonitoringofandresponsetopublicopinions,andguidethepublictohaveanobjectiveandrationalunderstandingofthepublicityofcomplaintinformation.省级、地市级市场监管部门 负责对本行政区域内投诉 信息公示工作的指导和监 督，可以在本规则范围内制 定细化工作规则。县级市场监管部门承担本 行政区域内的投诉信息公 示工作，确定专门工作机 构，完善工作流程，提高工 作质量。第四条投诉信息公 示，应当以公示为常态、不 公示为例外，遵循“谁处理、 谁公示”的原则，坚持客观 公正、程序正当、标准统一, 并维护各方主体合法权益。第五条投诉信息包 括消费者投诉时陈述的内 容和基于双方自愿的行政 调解结果，不属于行政处罚 信息、经营异常名录信息、 严重违法失信名单信息等 负面信用信息。市场监管部门应当加强宣 传引导和政策解读，加强舆 情监测应对，引导社会公众 客观理性认识投诉信息公 示工作。第六条投诉信息公 示应当征得消费者同意，并 不得泄露国家秘密、商业秘 密和个人隐私，不得危及国 家安全、公共安全、经济安 全和社会稳定，不得违背公Article6Thepublicityofcomplaintinformationshallbesubjecttotheconsentofconsumers,andnoonemaydivulgeanystatesecret,tradesecret,orpersonalprivacy,endangernationalsecurity,publicsecurity,economicsecurity,orsocialstability,orgoagainstthepublicorderandgoodmorals.Article 7 Thebusinessagainstwhichsuchinformationispublicizedshallbeinformedofthecomplaintinformation.Thenational12315complaintinformationpublicityplatformshallbeassociatedwithelectronicbusinesslicensestoprovidebusinesseswithaconvenientloginmethodandthefunctionsofnotification,inquiry,statistics,andanalysisofcomplaintinformation,guide,regulate,andimprovebusinessactivities,enhancethequalityofgoodsandservices,improvetheafter-salesystem,andenhancetheabilitytoresolveandpreventconsumptiondisputes.Article 8 Amarketregulatorydepartmentshallpublicizeacomplaintthathasbeenacceptedandofwhichthehandlinghasbeencompletedinaccordancewiththelaw,including:(1) thecomplainant'sname,National12315PlatformID,andthelastfourdigitsofthephonenumber;(2) therespondentsname,address,andunifiedsocialcreditcode;(3) thegoodsorservicesinvolvedinthecomplaintandthesalesmethodstherefor;(4) thetimeofcomplaint,timeofoccurrenceofdispute,complaintissues,andcomplaintrequests;and(5) thecompletiontimeandresultsofthecomplainthandlingandthemarketregulatorydepartmenthandlingthecomplaint.序良俗。第七条投诉信息公 示应当告知被公示的经营 者O全国12315投诉信息公示平 台与电子营业执照关联，为 经营者提供便捷的登录方 式和自身被投诉信息的告 知、查询、统计、分析功能, 引导规范和改进经营行为， 提升商品和服务质量，完善 售后体系，提升消费争议处 理和预防能力。第八条市场监管部 门公示依法受理并完成办 理的投诉，具体信息包括：（一）投诉人的姓氏、全国 12315平台ID、电话号码后 四位；（二）被投诉人名称、地址、 统一社会信用代码；（三）投诉的商品或者服 务、销售方式；（四）投诉时间、争议发生 时间、投诉问题、投诉请求;（五）办结时间、处理结果、 处理投诉的市场监管部门。前款所称处理结果，包括达 成调解协议、未达成调解协 议、双方自行和解或者投诉 人撤回投诉的。Forthepurposesoftheprecedingparagraph,handlingresultsincludetheconclusionofamediationagreement,thefailuretoreachamediationagreement,reconciliationbybothparties,orthewithdrawalofthecomplaintbythecomplainant.Ifaconsumerfilesacomplaintagainstabusinessonane-commerceplatformandexplicitlychoosestoreflecttheproblemsofthebusinessontheplatformonthenational12315platform,thenameofthebusinessontheplatformshallalsobepublicized.Ifaconsumerfilesacomplaintagainstabusinessonane-commerceplatformandexplicitlyselectstheplatformonthenational12315platform,thenameofsuchaplatformshallalsobepublicized.Iftherespondentisnotrequiredtocompleteorhasnotcompletedregistrationformalitiesformarketparticipantsinaccordancewiththelaw,thenameofthestore(includingbutnotlimitedtoanonlinestoreorlivestream),thenameofthebusiness,andtheactualbusinessaddressshallbepublicized.Iftheactualbusinessaddressoftherespondentisinconsistentwiththeregisteredaddress,bothmaybepublicized.Article9Thefollowingcomplaintsshallnotbepublicized:(1) ThecomplaintsarenotacceptedinaccordancewithArticle15oftheMeasuresfortheHandlingofComplaintsandReportsorthecircumstancesofnon-acceptancearediscoveredafteracceptanceandmediationisterminated.(2) Theconsumerandthebusinesshaveinitiallyreachedareconciliationthroughtheonlinedisputeresolution(ODR)mechanismofthenational12315platform.(3) Thecomplaintfilesafalseormaliciouscomplaint.消费者投诉电子商务平台 经营者，且在全国12315平 台明确选择反映平台内经 营者问题的，一并公示平台 内经营者名称。消费者投诉 电子商务平台内经营者，且 在全国12315平台明确选择 所属平台的，一并公示平台 名称。被投诉人系依法不需要办 理或者尚未办理市场主体 登记的，公示其店铺（含网 店、直播间等）名称、经营 者姓氏及实际经营地址。被投诉人实际经营地址和 注册地址不一致的，可以一 并予以公示。第九条以下投诉不 予公示：（一）按照投诉举报处理 办法第十五条规定不予受 理，或者受理后发现存在不 予受理情形并终止调解的；（二）消费者与经营者通过 全国12315平台在线消费争 议解决机制（ODR）先行和 解的；（三）投诉人系虚假、恶意 投诉的；（四）其他公示后可能危及 国家安全、公共安全、经济 安全、社会稳定或者违反公 序良俗的。(4) Othercomplaintsthepublicityofwhichmayendangernationalsecurity,publicsecurity,economicsecurity,orsocialstabilityorgoagainstpublicorderandgoodmorals.Article10ThemarketregulatorydepartmentshallstrictlycomplywiththeprovisionsofArticle15oftheMeasuresfortheHandlingofComplaintsandReports,andstrengthentheexaminationofcomplaintmaterials;andshallrefusetoacceptanycomplaintwhichisrepetitive,anonymous,notfordailyconsumptionneeds,involvesnodisputeoverconsumers'rightsandinterests,ordoesnotfallunderthedutiesofthemarketregulatorydepartment,amongothers,inaccordancewiththelaw;ifacomplainthasbeenaccepted,mediationshallbeterminatedinaccordancewiththeprovisionsofArticle21oftheMeasuresfortheHandlingofComplaintsandReportsandnopublicityshallbemade.第十条市场监管部 门应当严格遵守投诉举报 处理办法第十五条规定， 加强对投诉材料的审核；对 存在重复、匿名、不是为生 活消费需要、不存在消费者 权益争议、不属于市场监管 部门职责等情形的投诉，依 法不予受理；已受理的应当 按照投诉举报处理办法 第二十一条规定终止调解 并不予公示。第十一条存在投诉 人购买商品或者服务的数 量、频次明显超出生活消费 需要；同一投诉人对同一经 营者短期内大量投诉；不同 投诉人通谋分别消费后分 别投诉同一经营者；投诉人 恶意制造经营者侵权的虚 假事实或者虚构消费者权 益争议事实；投诉人受雇于 他人进行投诉；投诉人冒用 他人名义进行投诉；投诉人 曾因敲诈勒索经营者受到 行政处罚或者刑事处罚等 情形的，市场监管部门可以 结合日常工作掌握情况和 被投诉人提供材料，综合判 断是否属于投诉举报处理 办法第十五条规定的不予 受理情形、本规则第九条规 定的不予公示情形。Article11Wherethequantityofgoodsorservicespurchasedbyacomplainantorpurchasefrequencyevidentlyexceedsthedailyconsumptionneeds;thesamecomplainantfilesalargenumberofcomplaintsagainstthesamebusinesswithinashortperiodoftime,differentcomplainantscolludewitheachotherinseparateconsumptionandthenfileseparatecomplaintsagainstthesamebusiness;acomplainantmaliciouslyfabricatesfalsefactsonthebusiness'sinfringementorfabricatesfactsofdisputeoverconsumers*rightsandinterests;acomplainantishiredbyotherstofilecomplaints;acomplainantfilesacomplaintinthenameofanotherperson;oracomplainanthasbeensubjecttoadministrativepenaltyorcriminalpunishment,amongothers,forextortionofabusiness,themarketregulatorydepartmentmay,inlightofsituationofdailyworkandthematerialsprovidedbytherespondent,comprehensivelydeterminewhetherthecasefallsunderthecircumstancesofnon-acceptanceofacomplaintspecifiedinArticle15oftheMeasuresfortheHandlingofComplaintsandReportsandthecircumstancesofnon-publicityspecifiedinArticle9oftheseRules.Article12Thecomplaintinformationcomesfromthedataofthenational12315platformandthedatainformationofothersourcesshallnotbeadopteddirectly.Article13Thecomplaintssettledbyalllocalmarketregulatorydepartmentsonthenational12315platformshallbeautomaticallyassociatedwithandpublicizedonareal-timebasisonthenational12315complaintinformationpublicityplatform.Toexpandpublicitychannels,localmarketregulatorydepartmentsshallfirstsatisfytherequirementsforuniformpublicityonthenational12315complaintinformationpublicityplatform.Article14Thenational12315complaintinformationpublicityplatformmay,asneeded,automaticallyconductstatisticsandsequencethecomplaintinformationaccordingtoobjectivedimensionssuchasthetimeofsettlement,administrativedivision,industrycategory,categoryofgoodsorservices,categoryofcomplaintissues,numberofcomplaints,complaintgrowthrate,mediationsuccessrate,andvoluntaryreconciliationrate;andthestatisticsandsequencingperiodshallnotexceedtwoyears.第十二条投诉信息 来源于全国12315平台数 据，不直接采用其他来源的 数据信息。第十三条各地市场 监管部门在全国12315平台 办结的投诉，与全国12315 投诉信息公示平台自动关 联、实时公示。地方市场监 管部门拓展公示渠道的，应 当首先满足在全国12315投 诉信息公示平台统一公示 的要求。第十四条全国12315 投诉信息公示平台可以根 据需要，按照办结时间、行 政区划、行业类别、商品或 者服务类别、投诉问题类 别、投诉数量、投诉增速、 调解成功率、先行和解率等 客观维度，对投诉信息自动 统计、排序；统计、排序周 期不超过两年。第十五条对投诉有 处理权限的市场监管部门， 应当制定投诉信息公示的 内部审核程序，明确负责审 核的机构，加强标准化、规 范化管理。投诉处理人员通 过全国12315平台对投诉完 成办理的同时选择是否公 示，选择予以公示的，应当 认真核对公示信息后对外 公示；选择不予公示的，应 当履行审核程序，负责审核 的机构应当在10个工作日 内完成审核。Article15Amarketregulatorydepartmentwiththeauthoritytohandlecomplaintsshalldevelopinternalreviewproceduresforthepublicityofcomplaintinformation,specifytheinstitutionresponsibleforreview,andstrengthenstandardizedandregulatedmanagement.Thecomplainthandlingpersonnelshalldecidewhethertopublicizethecomplaintwhentheycompletethehandlingofthecomplaintthroughthenational12315platform.Iftheychoosetopublicizethecomplaint,theyshalldiligentlycheckthepublicizedinformationandmakeitpublic.Iftheychoosenottopublicizethecomplaint,theyshallperformthereviewproceduresandtheauthorityresponsibleforthereviewshallcompletethereviewwithintenworkingdays.Amarketregulatorydepartmentatthecountylevelmayauthorizeaqualifiedmarketregulatoryofficeoranyotherlocalofficetoreviewonitsownthecomplaintsnotpublicized,providedthatthecomplainthandlingpersonnelshallnotconducttheself-review;amarketregulatorydepartmentattheprefecturelevelmay,accordingtotheactualcircumstances,determinewhethertoconductthereviewofthecomplaintsforwhichamarketregulatorydepartmentatthecountylevelchoosesnottopublicize.Article16Whereamarketregulatorydepartmentpublicizingcomplaintsfindsanyerrorinthecomplaintinformationorfailstopublicizetheinformationthatshallbepublicized,orpublicizesanyinformationthatshallnotbepublicized,itshalltaketheinitiativetomakecorrectionsandperformthecorrespondingreviewprocedures.Ifamarketregulatorydepartmentatahigherleveldiscoversthatamarketregulatorydepartmentatalowerlevelfallsunderanyofthecircumstancesspecifiedintheprecedingparagraph,itshallorderthelattertotakecorrectiveaction.Article17Whereacomplainantortherespondentconsidersthatthecomplaintinformationrelatingtohimorheriswrong,theinformationthatshallbemadepublicfailstobepublicized,ortheinformationthatshallnotbepublicizedismadepublic,itmayapplyforareviewinareal-nameandinwritingtothemarketregulatorydepartmentpublicizingthecomplaint.Themarketregulatorydepartmentshallcompletethereviewproceduresandinformtheapplicantofthereviewresultwithintenworkingdaysfromthedateofreceiptoftheapplication.县级市场监管部门可以授 权有条件的市场监管所等 派出机构自行审核不予公 示的投诉，但不得由投诉处 理人员自我审核；地市级市 场监管部门可以根据实际 情况，决定是否自行审核县 级市场监管部门选择不予 公示的投诉。第十六条公示投诉 的市场监管部门发现投诉 信息有误或者应公示未公 示、不应公示而公示的，应 当主动更正并履行相应的 审核程序。上级市场监管部门发现下 级市场监管部门存在前款 情形的，应当通知改正。第十七条投诉人或 者被投诉人认为涉及自身 也投诉产息有误费者应公 示未公示、不应公示而公示 的，可以向公示投诉的市场 监管部门实名、书面申请复 核。市场监管部门应当在收到 申请之日起10个工作日内 完成复核程序并告知复核 结果。当事人就同一公示信息重 复提出复核申请的，不再处 理。Anyrepeatedapplicationforareviewbythepartyforthesamepublicizedinformationshallnolongerbehandled.Article18Thepublicityperiodonthenational12315complaintinformationpublicityplatformisoneyearandthespecificcomplaintinformationbeyondthepublicityperiodshallnolongerbedisplayedtothepublic.Article19Localmarketregulatorydepartmentsshallstrengthenthesupervisionandevalua