I. Main Responsibility

According to the laws, protect the lawful rights and interests of consumers, and deal with the cases infringing the consumers’ rights and interests.

II. If the disputes about rights and interests rise between the consumers and operators during the process of the consumer purchasing, using the goods because of the need of life consumption or receiving the service, the consumers can appeal to the business department in the host location of the operation or in the location where the operation behaviors happen.

1、After receiving the appeal of consumers, the business department should give the answer whether it accepts this appeal within 5 days.

2、To the accepted consumption appeal, it should finish the mediation or stop mediation within 60 days from the accepted day.

3、If the mediation is not successful, or the mediation cannot be implement after its entering into force, the consumers can apply to the related department for arbitration or entering an action complying with the rules of national laws and administrative rules.

（三）Report and Request Telephone of Consumers

Business organ of each city, county (city) of the whole province set the “12315”(96315) consumers’ report and request center. The telephone number accepting the report and request of consumers is “12315” and “96315” across the whole province.

1、The accepting range of report and request center

①The report of the behaviors infringing the lawful rights and interests of consumers;

②The report of the behavior producing and distributing the adulterated or counterfeit goods;

③The report of the behavior of smuggling;

④The report of the behavior of unfair competition;

⑤The report and request of other economic illegal cases.

2、Meeting the above situations, the consumers may call the report and request center of consumers “12315” to report and request.

Accept the report and request of consumers for 24 hours, arrange the special personnel to answer the calls in working time, and telephone record in other time.

After accepting the report and request calls, the center should appropriately deal with them in categories according to different situations:

①To the report of consumer in the downtown of this city which need instant and sudden disposal, in general situation the personnel should get the site in 20-30 minutes (except the obstacles). To the case with clear fact and simple situation which may deal with at the site according to the simple procedure, the personnel should deal with it at the site.

②To the report which needs to put on records, give it to the related functional organ to deal with, according to the division of labor inside the business department;

③To the consumption disputes which need deal with by the consumers’ association, give to the consumers’ association to deal with;

④To the reports which do not belong to the jurisdiction of the business department, give to the related department or explain the situation to the crime-reporter.

3、The report and request center strictly complies with the secrecy system, keep secret of the accepted report, earnestly protect the reporters’ lawful rights and interests.

IV. Administrative Penalty

To the behavior infringing the rights and interests of consumers and producing and distributing the adulterated and counterfeit goods, the administrative organ for commerce and industry give administrative penalty according to different situation complying with the laws, articles and regulations of PRC Consumer Protection Law, PRC Product Quality Law, Zhejiang Province Means Implementing the PRC Consumer Protection Law:

1、Producing and distributing the goods counterfeiting the goods origin, enterprise name and address;

2、Producing and distributing the doping, adulterate, mixing the false with the genuine, mixing the bad with the good or take the unqualified goods as qualified goods;

3、Distributing the overdue, ineffective and alterative goods;

4、Producing and distributing the goods falsifying and counterfeiting license symbol, famous mark and certificate and so on;

5、Producing and distributing the goods not complying with the specific specs, grade, main component, goods origin, and not correcting after proclaimed in writing;

6、Other behaviors that infringe rights and interests of consumers and produce and distribute adulterate and counterfeit goods.