In recent years, Lanshan District has taken "assured consumption creation" as the main line, "making consumers more satisfied" as the starting point and end point, adhered to the four-in-one of improving the working mechanism, smoothing consumer rights protection, optimizing the market environment, and promoting social co-governance, continuously optimized the consumption environment, and continuously improved the satisfaction and sense of gain of the masses.
Adhere to high-level advancement, demonstration and guidance, and set up a "wind vane" for assured consumption
Implement standardized assessment. The District Market Supervision Bureau strictly implements the general principles of the Provincial Bureau's "Guidelines for the Creation of Assured Consumption Demonstration Units" and the Municipal Bureau's "Administrative Measures for the Identification of Assured Consumption Demonstration Units in Linyi City", and conducts standardized assessments on blocks, scenic spots, pharmacies, property service enterprises, communication service operators, off-campus training institutions and consumer rights protection service stations. Innovate and carry out the provincial standardization pilot project of "standard into the market", and take the creation of assured consumption as an important part of the pilot project, which has successfully passed the acceptance.
Promote the creation of global domains. As the night market economy boomed out of the circle, Lanshan District adjusted the scope of the whole area in a timely manner, included the night market economy, launched the "New Langya Sleepless Block" assured consumption demonstration block creation activities, and promoted the creation of assured consumption to go deeper and deeper, up to now, a total of 50 provincial-level assured consumption demonstration units and 82 municipal-level assured demonstration units have been created.
Adhere to smooth channels, innovate and solve problems, and consolidate the "foundation pile" of assured consumption
Establish a three-level consumer rights protection service platform. A consumer rights protection service center has been set up at the district level, and a comprehensive management platform has been set up in the district to be responsible for transfer supervision, dispute mediation, complaints and reports, etc.; a consumer rights protection service sub-center has been set up in towns and streets (offices) to be responsible for handling matters such as grassroots transfer issues and territorial management appeals; and village communities have set up consumer rights protection service workstations to be responsible for basic work such as dispute investigation, convenience services, and collection and resolution of mass appeals, so as to promote the on-the-spot resolution of conflicts.
Innovate a rapid response mechanism for complaints and reports. Formulate the "Opinions on the Implementation of the Rapid Response Mechanism for Complaints and Reports", strictly implement the work requirements of "12345 Linyi First Launch" on the 72-hour reply to the first work order, innovate and implement work measures such as hierarchical disposal of complaints and reports, special class promotion, and departmental linkage, continuously improve the quality and efficiency of work order handling, and resolve consumer disputes with strength, speed and temperature.
Create a rapid resolution system for consumer disputes. Explore the establishment of a "three-tone linkage" mechanism for administrative mediation, people's mediation and social mediation, and promote the "consumer rights protection service station + advance compensation + ODR" model for social mediation, and establish a total of 117 consumer rights protection stations. Administrative mediation establishes a "four-in-one" working method of rapid response, responsibility notification, multiple mediation, and complaint information publicity.
Adhere to strict supervision, targeted policies, and weave a dense "protective net" for assured consumption
Maintain the bottom line of people's livelihood safety. Focusing on the hot spots of social and consumer concern, we have successively carried out special actions such as special rectification of food safety in online catering services, special rectification of food safety in campuses and surrounding areas, and 100-day rectification actions of "Guarding the Festival", strengthening food and drug sampling, and completing a total of 11,105 batches of food sampling inspection this year, with a pass rate of 99.4% in food safety evaluation in Lanshan District, continuously improving the efficiency of supervision.
Continue to optimize the market order. In 2023, the Shandong branch of the National Unified Destruction of Infringing and Counterfeit Goods will be set up in Lanshan District, and all kinds of consumer infringements such as counterfeiting and selling, illegal advertising, false publicity, and price fraud will be investigated and dealt with in accordance with the law, so as to fully protect the legitimate rights and interests of consumers and effectively purify the consumption environment in the whole region.
Strengthen regulation of the online market. As the first batch of pilot projects in the province for the reform of credit supervision of live streaming goods, Lanshan District won the national excellent credit case of the fifth "Xinhua Credit Cup" of the National Development and Reform Commission and Xinhua News Agency, and developed the "Lanxin Huiyan" live broadcast e-commerce credit supervision platform, and divided 16,900 live broadcast-related business entities into four categories of ABCD according to credit risk, and conducted differentiated online monitoring according to the credit risk level.
Adhere to the simultaneous development of propaganda and education, and make more efforts to build a "co-governance map" for assured consumption
Linkage theme publicity. Innovate and carry out publicity and education on assured consumption, and guide the masses to rationally consume and protect their rights. In 10 large-scale supermarkets and complexes such as Taisheng Plaza, the publicity activity of "Boosting Consumer Confidence and Building Consumer Safety" was held simultaneously to promote the joint participation of enterprises, departments and consumers, and realize the co-governance, co-construction and sharing of a safe consumption environment.
Menu-based science popularization. Using 315, Intellectual Property Publicity Week, Food Safety Publicity Week, Quality Month and other activity carriers, we carried out various forms and rich content of consumer rights protection publicity and service activities, distributed more than 300,000 copies of the "Assured Consumption Creation Paper" to market entities and consumers, and organized market entities to sign more than 50,000 copies of the "Assured Consumption Commitment".
Front-facing precise guidance. Intensify administrative guidance, guide eligible physical store operators to take the initiative to make a no-reason return commitment according to the attributes of the goods and actual business conditions, and publicize it in a conspicuous position in the business premises, develop a total of 8,168 no-reason return units, and promote the construction of online consumer dispute resolution mechanism (ODR), At present, a total of 1,207 ODR enterprises such as Taisheng Plaza and Jinluo Group have been developed in the district.
Source: Lanshan Market Supervision
Author: Wu Weihong, Zhu Xuetian
Editor: Wang Wenjing
Duty Officer: Shang Wei