In order to fully safeguard the legitimate rights and interests of the masses and ensure the safety of food, drugs, special equipment and other fields, the Gucheng County Market Supervision and Administration Bureau takes "giving full play to the power of market supervision and protecting the legitimate rights and interests of consumers" as its purpose, and strictly follows the relevant provisions of the "Interim Measures for the Handling of Market Supervision and Management Complaints and Reports", quickly responds to and efficiently handles consumer complaints and reports and letters and visits, safeguards the legitimate rights and interests of consumers, and creates a safe and secure consumption environment.
01
Strengthen the learning of business knowledge
Improve the ability to perform duties
In recent years, consumer complaints have shown a surge, the content of complaints and petitions has become more and more diversified, and the disposal situation has become more and more complex.
Organize cadres and employees to focus on learning hot issues such as concentration and urgency in the process of handling current consumer rights protection complaints and reports in accordance with the law through collective learning, business exchanges, and learning by doing, and the scope of learning covers popular areas such as food and drug safety, household goods, and occupational claims, and continuously improve the ability and professional level of law enforcement personnel to standardize the handling of appeals from various channels and sources, and put an end to the occurrence of situations where the time limit for acceptance and response is exceeded, the content of the response is not standardized and clear, and the performance of duties is not in place, and the complaint and report work is completed in accordance with laws and regulations.
In 2023, 33 business trainings were organized for cadres and employees, and more than 600 people participated in the training.
02
Investigate and dispose of it efficiently
Actively respond to the concerns of the masses
After receiving consumer complaints, reports and petitions, in strict accordance with the relevant procedures and time limits of the "Interim Measures for Market Supervision and Administration Complaints and Reports" and the "Regulations on Letters and Visits", quickly arrange for the law enforcement personnel of the market supervision institute in the jurisdiction to rush to the scene to investigate clues, focusing on checking whether the products have been certified by 3C, there are quality and safety risks and hidden dangers, and find violations of the law in strict accordance with laws and regulations, and severely crack down on violations of laws and regulations.
At the same time, the service attitude and work quality in the process of handling complaints and reports and petitions are the key, focusing on the process of administrative mediation of complaints, so that due diligence and rapid disposal, reasonable and legal resolution, and unreasonable appeals are explained in place, and consumers and businesses are actively encouraged to negotiate on an equal footing and settle on their own, and if a mediation agreement cannot be reached, guide consumers to protect their rights in accordance with the law, and truly achieve "litigation must be reasonable, reasonable and fruitful".
In 2023, a total of 2,748 complaints and reports were received from various channels. Among them, 1,484 cases of the 12345 hotline, 1,229 cases of the 12315 platform, 33 letters and visits, and 2 public opinions, all of which have been handled and replied to, with a response rate of 100%.
03
Complete grassroots consumer rights protection organizations
Achieve full coverage of the rights protection network
Consumer dispute resolution is an important part of grassroots governance, in order to effectively improve the efficiency of consumer dispute resolution, our bureau to villages, communities, supermarkets, scenic spots rights protection work network as the goal, to promote the consumer association branch, consumer complaint station and 12315 contact station construction, the establishment of the county consumer committee, consumer committee branch, grassroots rights protection station three-level linkage consumer rights protection platform, development and expansion of voluntary reconciliation, The volunteer team of consumer rights protection services provides convenient rights protection services for the masses and solves consumer disputes at their doorsteps, effectively solving the problems of "fewer people and more things" and insufficient governance capacity for grassroots consumer rights protection.
In 2023, a total of 296 consumer complaint stations and 12315 liaison stations, 9 voluntary reconciliation teams of public enterprises and institutions, 9 voluntary reconciliation studios, and 1 "Gucheng County Gold and Jewelry Industry Consumer Complaint Station and 12315 Liaison Station" will be set up, and 47 voluntary reconciliation personnel will be selected and hired to achieve full coverage of the rights protection network.
04
Implement the "three systems" of administrative law enforcement
Build a strong fortress of administration according to law
In order to further promote the strict standardization of work and civilized law enforcement in the field of market supervision, our bureau will implement the "three systems" of administrative law enforcement into every link of every administrative law enforcement behavior.
Adhere to the principle that publicity is the norm and non-disclosure is the exception, and display information on law enforcement decisions such as administrative permits, administrative punishments, and administrative reconsideration through government portal websites and the national enterprise credit information publicity platform.
Uniformly print and standardize law enforcement documents, strengthen the management of documents and archives, clarify the methods and requirements for the storage of documents and archives, and ensure that the written records of the entire process of law enforcement are complete, the law enforcement documents are standardized, and the case files are complete and complete.
Major administrative decisions are strictly implemented in the "Gucheng County Market Supervision and Administration Bureau Major Administrative Law Enforcement Cases Collective Discussion Measures", clarifying the scope of major law enforcement decisions, strictly implementing the legal procedures for major administrative decisions, and conducting legal review and collective discussion of major administrative law enforcement cases.
05
Promote fair and civilized law enforcement
Reduce the incidence of administrative reconsideration
Administrative reconsideration is an important starting point for promoting the construction of a rule of law government, and it is also an important channel for safeguarding the legitimate rights and interests of the masses. After receiving an application for administrative reconsideration, in accordance with the principle of "whoever acts, who is responsible", decompose and implement the responsibility, establish a joint participation working mechanism that is investigated and verified by the relevant business departments (institutes) and guided by legal institutions, and make it clear that the person in charge of the specific business department (institute) undertaking the case is the person in charge of the case, timely docking and collecting evidence, clarifying the facts, finding the correct legal basis, doing a good job in the basic work of the case, doing a good job in the presentation of evidence and responding to the lawsuit, and ensuring that the quality and efficiency of the case handling are improved.
In the process of handling reconsideration litigation cases, conscientiously sort out and analyze the existing problems and weak links reflected in the administrative reconsideration response cases, deeply analyze the causes of the problems, do a good job of analyzing and summarizing the cases, improve and improve the relevant work, draw inferences from one case, and prevent and resolve administrative disputes from the source.
In 2023, there was 1 administrative lawsuit against administrative punishment, which was won in both the first and second instance, and a total of 13 administrative reconsideration cases were upheld, the reconsideration application was rejected and the trial was terminated, and no illegality was confirmed or revoked.
There is no trivial matter in people's livelihood, and the branches and leaves are always related. In the future, the Gucheng County Market Supervision Bureau will continue to practice the consumer-centered work concept, further do a solid job in the handling of consumer complaints and petitions, and ensure that reasonable appeals are solved in place, unreasonable ideological education is in place, and illegal behaviors are dealt with in accordance with the law, so as to fully protect the legitimate rights and interests of consumers.
At the same time, increase the intensity of administrative law enforcement supervision, the full implementation of the administrative law enforcement publicity system, the establishment of a record system for the whole process of law enforcement, strict implementation of the legal review system for major law enforcement decisions, to ensure the standardization and fairness of law enforcement behavior, and strive to create an open, transparent, standardized, orderly, fair and efficient legal environment.
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Source: Xiangyang Municipal Administration for Market Regulation
Editor: Wang Jiali
Editor-in-charge: Liang Long
Audit: Supervisor
Organizer: Xiangyang Municipal Administration for Market Regulation
Operation: Xiangyang Rong Media Center
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