消費者買到不合格商品,或者感覺被“天價”商品坑了,到底該找誰投訴?職業打假人明知商品質量有問題還故意購買,能否通過投訴獲得賠償?舉報人擔心被打擊報復,怎么解決?

Consumers buy unqualified goods, or feel \"priceless\" goods pit, who should be to complain? Occupational counterfeiters know that there are problems with the quality of goods but also deliberately buy, can get compensation through complaints? Whistleblower worried about being retaliated, how to solve?

  針對消費者關心的問題,市場監管總局2019年11月出臺了《市場監督管理投訴舉報處理暫行辦法》,這一《辦法》已于今年1月1日起實施,統一了市場監管部門處理公眾投訴舉報的程序。

In response to consumer concerns, the General Administration of Market Supervision and Control issued the \"Interim Measures on the Handling of Complaints in the Market Supervision and Management\" in November 2019, which has been implemented since January 1 this year, and unified the procedures for market supervision departments to handle public complaints and reports.

  日前,市場監管總局網監司相關負責人作出解讀,《辦法》鼓勵經營者內部人員依法舉報,允許匿名舉報;同時再次重申,非為生活消費需要購買、使用商品或接受服務的投訴不予受理。這意味著,以“打假”等名義實施的惡意投訴舉報索賠將得不到支持。

Recently, the responsible person in charge of the Network Supervision Department of the General Administration of Market Supervision has made an interpretation, and the Measures>encourages the operators' internal personnel to report according to law and allow anonymous reporting;It also reiterates that complaints of use of goods or services that are not purchased for living consumption are inadmissible. This means that a malicious complaint reporting claim on behalf of``fake'' will not be supported.

  之前,商品流通、質量、價格分屬不同部門管理,客觀上讓消費投訴存在多頭管理。2018年3月,國務院新一輪機構改革組建了國家市場監督管理總局,整合原工商行政管理、質量監督、食品藥品監督管理、價格監督檢查、知識產權執法、反壟斷執法等職責,實行統一市場監管。原相關部門分別開設的12315、12365、12331、12358、12330等投訴熱線也整合成12315。

Before, commodity circulation, quality, price belong to different department management, let consumption complaint exist long management objectively. In March 2018, a new round of institutional reform of the State Council set up the State Administration of Market Supervision and Administration, integrating the original industrial and commercial administration, quality supervision, food and drug supervision and administration, price supervision and inspection, intellectual property law enforcement, anti-monopoly law enforcement and other responsibilities to implement unified market supervision. The original related departments opened 12315,12365,12331,12358,12330 and other complaint hotlines are also integrated into 12315.

  市場監管總局負責人介紹,目前,全國12315平臺已上線運行,并支持網頁、APP、微信、支付寶、百度等多種便捷登錄方式,可與全國企業法人庫關聯,消費者能隨時隨地向任何一家企業在線提出投訴舉報,并直達屬地市場監管部門在線受理和反饋。2019年上半年,各地市場監管部門通過平臺處理消費者投訴舉報萬件,成為消費者維權新的“高速路”和“主干線”。

The head of the General Administration of Market Supervision said that at present, the national 12315 platform has been online, and support web pages, app, WeChat, Alipay, Baidu and other convenient login methods, can be linked to the national corporate library, consumers can report complaints to any enterprise online at any time and anywhere, and direct to the local market supervision department online acceptance and feedback. In the first half of 2019, local market regulators handled tens of thousands of consumer complaints through the platform, becoming a new \"highway\" and \"trunk line\" for consumer rights.

  在此基礎上,《辦法》明確,投訴由被投訴人實際經營地或者住所地縣級市場監管部門處理。考慮到電子商務活動的特殊性,對電子商務平臺經營者以及通過自建網站、其他網絡服務銷售商品或者提供服務的電子商務經營者的投訴,也就是大家通常所說的“自營”業態,由其住所地縣級市場監管部門處理,比如阿里巴巴在杭州,京東在北京;對平臺內經營者的投
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