【中英文对照版】市场监督管理投诉信息公示暂行规则.docx
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1、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
2、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:G
3、eneralProvisionsonGovernmentAffairsNoticebytheStateAdministrationforMarketRegulationofIssuingtheInterimRulesforthePublicityofComplaintInformationonMarketSupervisionandAdministrationNoticebytheStateAdministrationforMarketRegulationofIssuingtheInterimRulesforthePublicityofComplaintInformationonMarketS
4、upervisionandAdministration(No.62023oftheStateAdministrationforMarketRegulation)Themarketregulatorybureaus(departmentsandcommissions)ofallprovinces,autonomousregions,municipalitiesdirectlyundertheCentralGovernment,andXinjiangProductionandConstructionCorps:TheInterimRulesforthePublicityofComplaintInf
5、ormationonMarketSupervisionandAdministration,asdeliberatedandadoptedatthe19thexecutivemeetingoftheStateAdministrationforMarketRegulationin2023,areherebyissuedtoyouforyourdiligentcomplianceandimplementation.StateAdministrationforMarketRegulationSeptember26,2023InterimRulesforthePublicityofComplaintIn
6、formationonMarketSupervisionandAdministrationArticle1TheseRulesaredevelopedinaccordancewiththeLawofthePeoplesRepublicofChinaontheProtectionofConsumerRightsandInterests,theRegulationofthePeoplesRepublicofChinaontheDisclosureofGovernmentInformation,theInterimMeasuresfortheHandlingofComplaintsandReport
7、sonMarketSupervisionandAdministration(hereinafterreferredtoasthe“MeasuresfortheHandlingofComplaintsandReports,)jandotherapplicableprovisionstoprotectconsumerslawfulrightsandinterestssuchastherighttoknowandtherighttochoose,promotebusinessestofulfiltheirprimaryresponsibilitiesforprotectingconsumersrig
8、hts,strengthensocialco-governancefortheprotectionofconsumers,rightsandinterests,continuouslyoptimizetheconsumptionenvironment,andpromotehigh-qualityeconomicdevelopment.Article2TheseRulesshallapplytothepublicityofcomplaintinformationbymarketregulatorydepartments(hereinafterreferredtoasthemarketregula
9、torydepartments).ForthepurposesoftheseRules,ltcomplainmeanstheactofaconsumerwhohasanydisputeoveraconsumersrightsandinterestswithabusinesswhentheconsumerpurchasesorusesgoodsorreceivesservicesfordailyconsumptionandrequeststhemarketregulatorydepartmenttoresolvethedisputeaccordingtotheMeasuresfortheHand
10、lingofComplaintsandReports.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
11、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,establishingthenational12315c
12、omplaintinformationpublicityplatform,andguidingmarketregulatorydepartmentsnationwidetopublicizecomplaintinformation.Themarketregulatorydepartmentattheprovincialorprefecturelevelshallberesponsibleforguidingandsupervisingthepublicityofcomplaintinformationwithinitsadministrativeregionandmaydevelopdetai
13、ledworkruleswithinthescopeoftheseRules.Themarketregulatorydepartmentatthecountylevelshallundertakethepublicityofcomplaintinformationwithinitsadministrativeregion,determinespecializedworkagencies,andimprovetheworkflowandworkquality.Article4Thepublicityofcomplaintinformationshallbenormalandnon-publici
14、tyshallbeanexception,theprincipleofuwhoeverhandlesacomplaintshallmakepublicityshallbefollowed,objectivityandimpartiality,properprocedures,andunifiedstandardsshallbeadheredto,andthelawfulrightsandinterestsofallpartiesshallbeprotected.Article5Complaintinformationincludescontentsstatedbyconsumerswhenth
15、eyfilecomplaintsandresultsofvoluntaryadministrativemediationbybothparties,ratherthanadministrativepenaltyinformation,informationonthelistofenterpriseswithabnormaloperations,informationonthelistofenterpriseswithseriouslyillegalanddishonestacts,andothernegativecreditinformation.Marketregulatorydepartm
16、entsshallstrengthenpublicity,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
17、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
18、公Article6Thepublicityofcomplaintinformationshallbesubjecttotheconsentofconsumers,andnoonemaydivulgeanystatesecret,tradesecret,orpersonalprivacy,endangernationalsecurity,publicsecurity,economicsecurity,orsocialstability,orgoagainstthepublicorderandgoodmorals.Article 7 Thebusinessagainstwhichsuchinfor
19、mationispublicizedshallbeinformedofthecomplaintinformation.Thenational12315complaintinformationpublicityplatformshallbeassociatedwithelectronicbusinesslicensestoprovidebusinesseswithaconvenientloginmethodandthefunctionsofnotification,inquiry,statistics,andanalysisofcomplaintinformation,guide,regulat
20、e,andimprovebusinessactivities,enhancethequalityofgoodsandservices,improvetheafter-salesystem,andenhancetheabilitytoresolveandpreventconsumptiondisputes.Article 8 Amarketregulatorydepartmentshallpublicizeacomplaintthathasbeenacceptedandofwhichthehandlinghasbeencompletedinaccordancewiththelaw,includi
21、ng:(1) thecomplainantsname,National12315PlatformID,andthelastfourdigitsofthephonenumber;(2) therespondentsname,address,andunifiedsocialcreditcode;(3) thegoodsorservicesinvolvedinthecomplaintandthesalesmethodstherefor;(4) thetimeofcomplaint,timeofoccurrenceofdispute,complaintissues,andcomplaintreques
22、ts;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 123
23、15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,reconciliati
24、onbybothparties,orthewithdrawalofthecomplaintbythecomplainant.Ifaconsumerfilesacomplaintagainstabusinessonane-commerceplatformandexplicitlychoosestoreflecttheproblemsofthebusinessontheplatformonthenational12315platform,thenameofthebusinessontheplatformshallalsobepublicized.Ifaconsumerfilesacomplaint
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