Promote the integration of complaint hotlines for industry and commerce, quality inspection, food and medicine, price supervision and intellectual property rights.
Five complaint hotlines will be unified this year.
The State Administration of Market Supervision recently formulated and issued the Opinions on Integrating the 12315 Administrative Law Enforcement System to Better Serve the Market Supervision and Law Enforcement (hereinafter referred to as the Opinions), explicitly requiring that the original five complaint reporting hotlines (12315, 12365, 12331, 12358, 12330) should be integrated before the end of December this year, and the 12315 hotline number should be uniformly used for market supervision at all levels in the country.
2019 is a transition period. Initial unified complaint reporting entrance
After the establishment of the General Administration of Market Supervision, there are five complaint hotlines and platforms in the market supervision department, including the former Industrial and Commercial Bureau 12315, Quality Inspection Bureau 12365, Food and Drug Bureau 12331, Price Supervision Bureau 12358 and Intellectual Property Bureau 12330. How to speed up the integration of these complaint hotlines and platforms, and better smooth the channels of consumer complaints and reports, all sectors of society are very concerned about this. The General Administration of Market Supervision responded to consumers’ concerns in a timely manner, and the Opinions clarified the timetable and roadmap for the integration of the platform and hotline.
The overall goal of the Opinions is to basically establish a unified, authoritative and efficient 12315 administrative law enforcement system by the end of 2020. The integration and construction work is divided into two stages, with 2019 as the transition period, which mainly realizes "No.1 external, multi-line parallel, centralized answering, undertaking at all levels, and handling by departments according to their responsibilities"; Upgrade the national 12315 platform, initially unify the entrance of market supervision complaints and reports, and realize real-time collection and dynamic management of 12315 hotline data on the national 12315 platform. Before the end of this year, the market supervision departments at all levels in China will use the national 12315 platform to realize the centralized collection of omni-channel, full-service and whole-system complaints and reports. In 2020, relying on the national 12315 platform, a unified national 12315 administrative law enforcement system will be built, and the working mechanism of "No.1 external, centralized management, convenience and enterprise benefit, and efficient law enforcement" will be realized.
Make the hotline "hot" Ensure that consumer complaints are available.
The Opinions clarified the main tasks of platform and hotline integration. The first is to unify the hotline number and realize the number one external. Provide market supervision complaint reporting service with a number of 12315. The second is to unify the operation platform and improve the functional modules. Gradually integrate the internet, wechat, mobile APP and other online complaint reporting channels set up by the former departments of industry and commerce, quality inspection, food and drug, price and intellectual property, and realize omni-channel, full-service and whole-system centralized collection of complaints and reports through the unified construction and operation of the national 12315 platform managed by the General Administration. The third is to unify the working mechanism and realize five-level penetration. The General Administration of Market Supervision defines the national 12315 platform management and data analysis institutions; The market supervision departments of provinces (autonomous regions and municipalities directly under the Central Government) define the 12315 command and data analysis work organization; The market supervision department of the city (prefecture, state, and alliance) clearly defines the 12315 command work organization; Counties (districts, cities) define 12315 working institutions; Grass-roots market supervision sub-bureau (institute) defines 12315 workstation. The fourth is to unify the system norms and optimize the working procedures. Integrate the original rules and regulations on complaints and reports of various departments, form a unified "Measures for Handling Complaints and Reports of Market Supervision" and relevant document models, and formulate the "Working Rules of 12315 Complaints and Reports Center". The fifth is unified analysis and judgment, and data security sharing. The General Administration of Market Supervision has formulated the business standards and data standards for market supervision complaints and reports, and made overall checks on the construction of the national 12315 information network. All localities carry out conversion and interconnection of information transferred from government service platforms or other units.Promote the collection of all data and information to the national 12315 platform. Sixth, unify performance evaluation and implement scientific evaluation. Establish and improve the 12315 performance evaluation system, and supervise and evaluate the hotline and platform services by combining internal assessment with external evaluation. The seventh is to strengthen business integration and form a joint effort. Strengthen the effective connection between complaint handling and law enforcement, emergency command and management, credit supervision and local government services, and promote the interconnection and data sharing between the national 12315 platform and other business systems of market supervision and the local government service hotline platform. Eight is to maintain brand characteristics and improve service efficiency. All localities are not allowed to transfer or entrust the 12315 complaint reporting registration and receiving function to other departments. Those that have been transferred should collect data according to the market supervision complaint reporting standards and collect them to the national 12315 platform in time. The market supervision department will take this hotline and platform integration as an opportunity to further smooth the channels for consumer complaints and reports, and effectively make the hotline "hot" to ensure that consumer complaints and reports "have everything in place and everything has an echo". (Reporter Lin Lizhen)
