The term "consumers" as mentioned in these Measures refers to the units and individuals who purchase or use commodities or receive services for daily consumption.
The term "operator" as mentioned in these Measures refers to the units and individuals that provide consumers with the production and sale of goods or services. Article 3 When conducting transactions with consumers, business operators shall follow the principles of voluntariness, equality, fairness, honesty and credibility. Fourth people's governments at or above the county level shall be responsible for the implementation of these measures within their respective administrative areas.
The people's governments at or above the county level shall support the work of consumer associations and ensure them to perform their functions according to law.
The relevant administrative departments of industry and commerce, quality and technical supervision, health, price, tourism, drug supervision, entry-exit inspection and quarantine shall, within the scope of their respective duties, investigate and deal with illegal acts that harm the legitimate rights and interests of consumers according to law. Article 5 People's governments at all levels shall encourage and support any organization or individual to supervise acts that harm the legitimate rights and interests of consumers.
The mass media should do a good job in propaganda to safeguard the legitimate rights and interests of consumers, and conduct public opinion supervision over acts that harm the legitimate rights and interests of consumers.
The people's governments at or above the county level shall commend and reward the units and individuals that have made contributions to protecting the legitimate rights and interests of consumers. Chapter II Rights of Consumers and Obligations of Operators Article 6 Consumers shall enjoy the following rights:
Purchase goods and services independently;
(two) to understand the real situation of the price, quality, measurement and performance of the goods purchased and used or the services received;
(3) Quality, measurement, price, safety and hygiene are guaranteed according to law;
(4) Asking for purchase vouchers or charging service fees;
(five) if the purchased goods fail or cannot be used normally within the prescribed or agreed time limit, they shall be required to be repaired, redone, replaced or returned;
(6) Their personal dignity and national customs are respected;
(seven) when the legitimate rights and interests are damaged, ask for compensation, make criticisms and suggestions, or lodge complaints and prosecutions;
(eight) to report and accuse violations of consumers' rights and interests and violations of law and dereliction of duty by state organs and their staff;
(9) Establishing social organizations to safeguard their legitimate rights and interests according to law;
(ten) other rights enjoyed according to law. Article 7 Operators engaged in business activities shall hang their business licenses.
The operator shall indicate its real name and mark in a prominent position in the business premises; Lease other people's counters or venues to engage in business activities, it shall indicate its real name and mark.
Vendors of venues and counters and organizers of trade fairs should strengthen management, supervise users and exhibitors of venues and counters to hang their business licenses and indicate their real names and signs. Article 8 Business operators shall not force consumers to buy goods or accept services, and shall not tie in goods or services in any form or attach other unreasonable conditions. Consumers have the right to refuse the compulsory trading behavior or tying behavior of operators.
Business operators shall not refuse or delay to provide consumers with the goods or services they operate without justifiable reasons. Article 9 A business operator shall give a true explanation and a clear warning to consumers about electrical goods, inflammable and explosive goods, cosmetics, plastic surgery services, amusement services and other goods and services that may endanger personal and property safety, and explain or indicate the methods of correctly using goods or receiving services and the methods of preventing harm. For thrilling amusement projects, emergency measures and rescue plans shall be formulated. Article 10 When selling commodities such as "off-grade", "defective products", "unqualified products" and "trial products", business operators shall make public explanations to consumers, ensure that they have corresponding use value, and be responsible for the personal and property safety of consumers. Eleventh operators should use measuring instruments that meet the requirements of the state, and take the legal units of measurement as the basis for settlement; The operator shall not refuse the re-inspection of consumers' measurement. Article 12 Where an operator sells goods by mail, TV direct sales or online sales, it shall ensure that the quality and performance of the goods are consistent with the advertising, and provide the goods within the promised period.
If the goods purchased in the above way are inconsistent with the advertising, or have quality problems, consumers can return the goods within 15 days from the date of receiving the goods, and the business operator shall bear the reasonable expenses that consumers must pay, and shall not charge consumers for depreciation of the goods. Thirteenth operators should provide consumers with a safe consumption environment, their business premises, facilities, store decoration and commodity display should meet the requirements of protecting personal and property safety, and warning signs should be set up for projects or places with dangerous factors. If the facilities are not perfect or the operators are negligent in prevention and other faults, causing personal and property damage to consumers, the operators shall bear corresponding legal responsibilities. Article 14 The introduction and commitment of employees employed by business operators to commodities or services, as well as the responses to consumers' inquiries and complaints when providing commodities or services, shall be regarded as the behavior of business operators.
The service agreement or commitment made by the operator in favor of consumers shall be used as the basis for resolving disputes; If the responsibility in the agreement or contract signed between the operator and the consumer is not clear, an explanation in favor of the consumer shall be made.