【线上云德】疫情期间律师说（三十）|消费者和企业如何应对315

一年一度的315“国际消费者权益日”，对消费者来说，是维权的好日子，对企业商家来说，每年的315是提心吊胆的害怕被黑的一天。随着全民消费意识的不断提高，消费者与商家的纠纷也越来越多。根据全国消协组织受理投诉情况统计，2019年全国消协组织共受理消费者投诉821,377件，同比增长7.76%，为消费者挽回经济损失117,722万元。

The annual "International Consumer Rightsand Interests Day", for consumers, is a good day for rights protection,for businesses, the annual is a day of fear of being reported. With thecontinuous improvement of the national consumption consciousness, the disputesbetween consumers and merchants are also more and more. According to statisticson the acceptance of complaints by the national consumers' association, a totalof 821,377 consumer complaints were received by the association in 2019, up7.76% year on year, saving consumers an economic loss of 1,177.22 million yuan.

消费者纠纷的类型不外乎衣食住行这些方面，网上购物买到山寨服装鞋帽，食品安全问题屡禁不止，商品房销售的水深不见底，家用电器问题不断，汽车质量有问题，二手车市场隐瞒重要信息等等。面对种类繁多的消费项目，消费者享有的安全权、知情权、自主选择权、公平交易权、求偿权、结社权、获得有关知识权、人格尊严和民族风俗习惯受尊重权、监督权等权利又如何保障？

The types of consumer disputes are nothingmore than clothing, food, housing and transportation. Online shopping can buycounterfeit clothing, shoes and hats, food safety problems are not banned, thedepth of commercial housing sales is not bottom, the problem of homeappliances, the quality of the car problems, the second-hand car market to hideimportant information and so on. In the face of a wide range of consumer items,how to protect the rights of consumers, such as the right to safety, the rightto know, the right to choose independently, the right to fair dealing, theright to claim compensation, the right to association, the right to acquirerelevant knowledge, the right to respect human dignity and national customs,and the right to supervision?

消费者在权利受到侵害时，首先会选择与经营者协商解决，当经营者故意拖延或无理拒绝消费者协商和解建议的行为时，消费者应立即采取措施，选择其他途径解决问题。首先可以向消费者协会投诉或者向有关行政部门提出申诉。消费者与经营者如果后期协商和解，达成和解协议的，可以请求行政部门出具调解书，也可以达成仲裁协议，向仲裁机构提请仲裁。但是如果已经达成仲裁协议的话，就必须先经过仲裁，对仲裁裁决结果不服后才能向法院提起诉讼。

When consumers are infringed upon, they willfirst choose to negotiate with operators to solve the problem. When operatorsdeliberately delay or unreasonably reject consumers' negotiation andreconciliation Suggestions, consumers should immediately take measures andchoose other ways to solve the problem. Above all can complain to consumerassociation or complain to concerned administrative branch. If consumer andoperator negotiate later reconciliation, reach reconciliation agreement, canrequest administrative department to issue conciliation statement, also canreach arbitration agreement, submit to arbitration organization forarbitration. However, if an agreement for arbitration has been reached, it mustbe submitted to arbitration before a lawsuit can be filed.

“315”有利于规范企业的经营行为，但是，近几年随着职业打假人的出现，一些不良媒体利用“315”的契机，恶意抹黑企业形象，制造负面新闻，以此骗取企业公关消费支出。面对这种情形，企业应该如何应对，才能避免自己的合法权益免受不法侵害。针对职业打假人的问题，国家市场监督管理总局于2019年11月30日发布的《市场监督管理投诉举报处理暂行办法》第十五条规定：关于不予受理投诉的六种情形中第（三）项，不是为生活消费需要购买、使用商品或者接受服务，或者不能证明与被投诉人之间存在消费者权益争议的情形。此规定明确限制了职业打假人，以获利为目的知假买假行，将法律保护的福利真正用到消费者身上。企业如果遭受到媒体的恶意“抹黑”攻击，不应忍气吞声，用金钱买太平，应坚决用司法诉讼的方式来维护自身的合法权益时，正确地选择刑事或民事责任的追究。

"International Consumer Rights and InterestsDay" is conducive to standardize the business behavior of enterprises.However, in recent years, with the emergence of professional anti-counterfeitpeople, some bad media use the opportunity of "International Consumer Rightsand Interests Day" to maliciously smear the corporate image and createnegative news, so as to cheat the consumption expenditure of corporate publicrelations. Faced with this situation, how should the enterprise deal with, inorder to avoid their legitimate rights and interests from illegal infringement.Aiming at the problem of occupational fraud people, state administration ofmarket supervision and management of the released on November 30, 2019, themarket supervision and management of the complaint reporting handling tentativemethod "stipulated in article 15: six kinds of situations about shall notaccept the complaint in the first item (3), not for the cost of living need topurchase and use goods or accept service, or cannot prove that with being thecomplainant dispute between consumers' rights and interests. This regulationclearly limits the professional dozen false person, in order to make a profitfor the purpose to know false buy false line, the welfare of the legalprotection will really apply to the consumer body. If enterprises suffer frommalicious "smear" attacks from the media, they should not swallowtheir anger and buy peace with money. Instead, they should firmly safeguardtheir legitimate rights and interests by judicial litigation and correctlychoose criminal or civil liability investigation.

面对“315”，不能流于形式，更不能将“315”变成不良分子谋取私利的工具。正确使用法律手段，不仅让消费者扬眉吐气，还要让合法经营的企业挺直腰杆。

Facing with the "International ConsumerRights and Interests Day", we should not become a mere formality, letalone turn "International Consumer Rights and Interests Day" into atool for undesirable elements to seek personal gains. The correct use of legalmeans, not only to make consumers proud, but also to make legitimate businessstraight.