您好!歡迎來到《觀察網》——為世界創新者服務! 觀察網 |  會員登陸  |  會員注冊
品牌觀察 您的位置:觀察網 >> 品牌觀察  >> 品牌觀察  

消費投訴熱線整合后應發揮更高效作用

作者:老鷹 發表時間:2019年03月18日  

     國家市場監管總局近日制定下發《關于整合建設12315行政執法體系更好服務市場監管執法的意見》,明確要求今年12月底前,整合原有投訴舉報五條熱線(12315、12365、12331、12358、12330),統一使用12315熱線號碼,全國各級市場監管部門統一使用全國12315平臺。(3月14日《人民日報》)

  又到一年3·15,公眾關注3·15,必然關注消費投訴舉報情況,而投訴舉報離不開熱線電話。過去,多條投訴舉報熱線分屬不同部門——12315是原工商投訴熱線;12365是質量監督熱線;12331是食藥監投訴電話;12358是價格舉報電話;12330是知識產權維權熱線,這些熱線為維權和監管發揮了重要作用。

  隨著去年國務院機構改革,原工商、質檢、食藥監以及發改委價格監督檢查職責整合后,組建了國家市場監督管理總局。既然監管職責已經整合,原部門的投訴舉報熱線自然要整合,這既方便市場監管總局統一服務消費者投訴,也能節省相關行政成本。對于廣大消費者而言,今后投訴舉報就會方便很多。

  雖然說過去不同投訴熱線有不同服務功能,但部分消費者遭遇消費糾紛時往往會記憶混亂,搞不清楚該向哪條熱線投訴,這就會影響投訴的效率和效果;而且也會占用某些熱線電話線路影響他人投訴,同時也增加了熱線服務成本。今年把五條熱線統一整合為12315,有利于消費者記住,可減少無效投訴。

  據悉,此次整合不是簡單的“五合一”,而是在此基礎上要完成12315互聯網平臺二期建設,將增加電子地圖、ODR企業、智能咨詢等多種功能。這意味著統一后的12315平臺,服務功能將更加多樣,服務能力會大大提升,值得期待。不過,今年完成整合投訴舉報熱線后,消費者體驗如何還有待觀察。

  過去多年,無論是12315還是其他投訴熱線,不少消費者遇到過熱線電話打不通的情況。在人民網地方領導留言版上,有消費者向某市領導反映,遲遲打不通12315熱線,而官方回復是“該時段為話務高峰期,當班話務員話務量處于飽和狀態”。

  要想確保整合后的12315熱線始終保持暢通,首先,在于增加相關投入,比如增加電話線路、增加接線人員,其總數應該遠高于過去五條熱線的總合。其次,利用互聯網、移動互聯網開通多種投訴舉報渠道,以分流消費者投訴。其三,建立嚴格的管理考核制度,把電話接通率作為獎懲主要標準。

  投訴舉報數據,不僅是輿論評判消費環境的重要指標,也是監管者確定治理重點的“指南針”。如果投訴熱線不暢通,部分消費者投訴無法體現在數據中,就會影響準確評判和精準治理。從這個角度來說投訴熱線能否打通,不僅關系到消費者維權也關系到市場監管效果,所以必須保證熱線暢通。

  當然,需要保持暢通的消費投訴熱線不僅是整合后的12315,還有其他投訴熱線,如旅游投訴熱線12031、電信投訴熱線12300等,也涉及消費者權益。此外,消費投訴熱線僅保持暢通是不夠的,能否及時解決投訴問題讓消費者滿意也很重要,這就需要建立完善的投訴受理、辦理、督辦等機制。

  數據顯示,2018年,全國市場監管部門共收到消費者投訴、舉報、咨詢1124.96萬件,為消費者挽回經濟損失31.17億元。其中,投訴熱線也扮演了重要作用。期待整合后的投訴熱線,在為消費者挽回經濟損失方面發揮更大作用。

 

來源: 北京青年報

 

      聲明:本網站所刊載文章不代表《觀察網》觀點。主要內容是進行輿情梳理和觀點解析所用,旨在對輿論焦點進行修正和正面引航為主;作者投稿文章,文責自付。歡迎社會各界一如既往的支持和關注,批評和教誨。聯系郵箱:guanchanews@126.com
上一條: 【中國中醫藥報】張俊智:內和外通,治病養生
下一條:
品牌觀察
關于我們   |  寧夏內陸   |    觀察網   |   主編簡介   |   友情鏈接
Copyright 2006--2019 《觀察網》版權受國家版權中心保護
【京ICP備15057771號】
世干智庫服務郵箱:guanchanews@foxmail.com


微信公眾服務號
口袋彩店 www.36008.com | www.172346.com | 967zz.com | 84498811.com | www.hg6913.com | www.33063.cc | y68357.com | www.145377.com | www.7793f.com | 239430.com | www.139835.com | www.946380.com | 55323u.com | www.hg849.com | www.379969.com | 0193300.com | www.9737ll.me | www.186791.com | 87665g.com | www.99552oo.com | igcp.com | www.59503.com | www.luck887.com | 2018385188.com | www.1429g1.com | js99860.com | www.77759333.com | www.68568l.com | ly88888885.com | www.2737006.com | www.557894.com | 3009m.com | www.68993235.com | 9hga.com | www.68277111.com | 4789801.com | www.hg8561.com | www.sytg9.com | 2078t.com | www.55676q.com | z35151.com | www.rb362.com | www.509433.com | 8030q.com | www.556510.com | 5804vcom | www.1754p.com | 3640t.com | www.848033.com | www.h067.com | www.2566y3.com | 3734.com | www.jsp19.com | vv3396.com | www.1116358.com | www.pkfc8.com | 500000354.com | www.8582pp.com | 3788s.com | www.4058ss.com | 00048v.com | www.132c73.com | amyh130.com | www.279765.com | www.68568v.com | www.j8998.com | www.050881.com | www.gbt0201.com | www.22mgm777.com | www.bxcp66.com | 2709t.com | www.66653r.com | 883399a.com | www.79566.com | pjxianggang.com | www.9187u.com | 3657.net | www.78919h.com | 4590p.com | www.55676s.com | wns1.net | www.88djcp.com | www.js85.com | www.574377.com | www.a2399.com | P35vv.com | www.33384066.com | s83377.com | www.ggs.99233s.com | yin3939.com | www.00618f.com | 3304w.com | www.9737bb.com | 6002h.com | www.12136l.com | 33111177.com | www.87467.com | 666-5.com | www.927150.com | www.7025o.com | www.183065.com | www.ddpahv.com | 2081.com | www.1183066.com | yabo692.com | www.23834.com | www.28758z.com | www.377675.com | www.xpj230.com | 2767f.com | www.55717a.com | v2299.com | www.fcyl2.com | www.bmdc6677.com | w9625.com | www.0096ff.com | 58222e.com | www.88266y.com | feicai0898.com | www.354918.com | www.77958.com | yl66yl22.com | www.7714k.com | 8901u.com | www.650317.com | www.weinisirenbet.com | 0729h.com | www.0343n.com | 9001343.com | 73055v.com | www.86339p.com | nn500c.com | www.960677.com | www.v82888.com | 60957777.com | www.50732m.com | www.63877v.com | 78114444.com | www.93gj06.com | agg0606.com | www.202340.com | www.8883hj.com | qqq4255.com | www.tang777.com | www.19888bet.com | 87680l.com | www.6678693.com | www.v32126.cc | 7894g.com | www.96386l.com | www.05125e.com | 49490524.com | www.29277g.com | www.3412277.com | xpj677m.com | www.3479w.com | www.7830p.com | s444000.com | www.88yh21.com | www.39695i.com | 1654ss.com | www.61268888.com | www.692008.com | 8344aa.com | www.rcw789.com | www.j3567.com | 88021a.com | 15856o.com | www.75060.com | www.xb0027.com | vns8y.com | www.c5836.com | www.674suncity.com | www.66376f.com | www.c22976.com | 00774ss.com | www.650317.com | www.ag6666.com | 88445002.com | 15g1.net | www.c3956.com | www.28000f.com | ting0055.com | 365666.com | www.5337933.com | www.77605z.com | 44269999.com | 01885p.com | www.77114d.com | www.i9478.com | 2613o.com | 6245.com | www.53900c.com | www.2945l.com | www.h9978.com | 4255q.com | www.975559.com | www.1754o.com | www.9068yy.com | pj00ww.com | www.196309.com | www.99997148.com | www.5099bb.com | www.xinhao1122.com | qq365s.com | www.500710.com | www.877579.com | www.67797z.com | yh88133.vip | hrbbdyy.com | www.66376x.com | www.16181l.com | www.hta8888.com | 7720t.com | www.941718.com | 8790f.com | 2767x.com | www.178362.com | www.80065b.com | www.578811.com | 6363t.com | 93922b.com | 5002.am | www.67885.com | 2141133.com | 37818.com | www.347177.com | www.bet365195.com | www.614886.com | www.38200r.com | 7599ii.com | 8766545.com | www.500763.com | www.ya2019o.com | www.82799b.com | www.200448.com | 04666j.com | 79889t.com | www.3933z.cc | www.4972mm.com | afcp06.com | 1484vipc.com | www.273503.com | www.ya2019q.com | www.cn365n.com | www.192299.com | www.86611w.com | 2jsiii.com | sha0777.com | www.620977.com | www.vip5028.com | www.456788.com | www.js9857.com | www.hg4458.com | ag.hg999222.com | 6943300.com | feicai0458.com | www.995771.com | www.ky1004.com | www.38775gg.com | www.38345g.com | www.hqg88.com | www.wns8818.com | 30019tt.com | pp88.asia | 4255pp.com | 76886u.com | www.jj0.net | www.818827.com | www.50052x.com | www.4521j.com | www.8850w2.com | www.hg2286.com | www.sbet345.net | www.bet81365.com | 3467r.cc | 33115u.com | 4018mm.com | 0193377.com | 566670099.com | 83086n.com | www.005710.com | www.444739.com | www.937652.com | www.9478n.com | www.65707h.com | www.bj399.com | www.4196s.com | www.9c345.com | www.rycp047.com | www.788789.com | www.pj5747.com | www.zr6668.com | www.140999.com | www.888vip6.com | www.17011.com | www.hg1688.biz | www.mmtx22.com | www.77537r.com | www.900651.com | www.xin888222.com | www.88837b.com | www.77164.com | www.21365jj.com | www.xpj9878.com | 58802l.com | zhcp52.com | 3189aa.com | ly88888824.com | 50029988.com | www.38200d.com | www.hg008808.com | www.hg7088.sh | www.4972ii.com | www.7111j.com | www.982333.com | www.071093.com | www.003344.com | www.tyc878.com | www.8316.com | www.73990o.com | www.17jsc.com | www.954321i.com | www.50732l.com | www.11czt.com | www.2350d.com | www.5522z.cc | www.932779.com | www.560121.com | www.50732i.com | 9539e.com | 2546p.com | pj87.com | 167605.com | 3122c.com | 041007.com | www.365815d.com | www.js1177.com | www.097779f.com | www.71071y.com | www.280770.com | www.176.ag | www.c6078.com | www.c67801.com | 131jj.net | 1591ooo.com | aa4119.com | 7989w.com | www.0505v.com | www.4778.com | www.bwinyz46.com | www.16065t.com | www.6cpb.com | www.083039.com | 20132019.com | 1813l.com | LXYL361.com | www.66654666.com | www.799666j.com | www.3w111.com | www.71233b.com | www.606285.com | u5429.com | 380111777.com | f35151.com | www.vns992.cc | www.bw115.com | www.58404a.com | www.65707z.com | www.389044.com | 11989b.com | 27878cc.com | 2535hd.com | www.hg123300.com | www.i456x.com | www.sands2006.com | www.21202j.com | www.136052.com | 00778g.com | 61329900.com | www.5395287.com | www.8473t.com | www.15.net | www.387708.com | 1389u.com | z5429.com | www.88807g.com | www.0044xpj.net | www.50989f.com | www.106356.com | x333.com | 1483j.com | www.kais8.com | www.42842816.com | www.546599.com | www.66652e.com | www.66652m.com | www.173225.com | 60957777.com | www.15000552959.com | www.suncity12.com | www.46689.com | www.326366.com | 59889d.com | 20773388.com | 00773vv.com | www.06111.com | www.1851222.com | www.818897.com | 9949y.com | 2546v.com | www.31276.com | www.xpj68.com | p5377.com | 4590d.com | 5004a.com | www.wd817.com | www.1368j.cc | l2306.com | 111ths.com | www.ggy.99233y.com | www.6769l.com | 3807n.com | 3089l.com | www.ylg7777.com | www.29277k.com | 131pp.net | 3245999.com | www.5966ggg.com | www.6364a.com | 9149l.com | www.81866d.com | www.89599c.com | www.976115.com | mg437744.com | www.995d.net | www.6889773.com | 66300vip03.com | 8xh.vip | www.bet99955.com | www.16878f.com | 5003ww.com | www.jsh955.com | www.y6094.com | www.dcw345.com | 3482p.com | www.193789.com | www.2373f.com | 3156mmm.com | www.7025z.com | www.5958113.com | www.108095.com | 5501885.com | www.55526g.com | www.980158.com | 00773oo.com | P35p.com | 7141bb.com | www.ggx.99233x.com | www.817474.com | 4995t.com | www.awwv.cc | www.c1336.com | am775.cc | www.hg5532.com | www.61655q.com | ly88888885.com | www.3335156.com | www.49956b.com | 5004pp.com | www.0591sf.com | www.00840f.com | 78666t.com | www.kk1778.com | www.hc2788.com | 2214bb.com | www.dzcp3333.com | www.407870.com | df8z.com | www.a32031.com | www.135842.com | qycps2.com | www.x63568.com | qqtheme.com | www.9374w.com | www.089d.cc | 3066ggg.com | www.hg2818e.com | www.915399.com | 53262t.com | www.8850w4.com | rgcp.com | 4546vip4.com | www.55111122.com | 2805i.com | www.2302326.com | www.375477.com | 8577i.cc | www.106795.com | 2jsaaa.com | www.511289.com | www.223065.com | 4023a.com | www.3318.cc | 6645365.com | www.444202.com | www.202417.com | www.zb615.com | www.77803c.com | 3656ww.com | www.9170116.com | 2836513.com | www.67797q.com | www.zfcp5.com | 98955j.com | www.4102b.com | 8381tt.com | www.52tyc.com | 28824q.com | www.22c07.com | www.ya066.com | 55402hd.com | www.065835.com | nn500o.com | www.4996jq.com | 3678w.com | www.ty23023.com | v93901.com | www.hg88mm.com | www.452802.com | www.0636h.com | www.cp8002.cc | 88y66.vip | www.30601.cc | 6830i.com | www.73166k.com | wnsr8817.com | www.07679o.com | 3644t.com | www.185142.com | 6701b.com | www.28000q.com | 7893dns.com | www.e948e.com | 2229.cc | www.11599125.com | 76543t.com | www.1010160.com | www.627012.com | 92958.com | 1654qq.com | www.hg8052.com | www.bwinyz14.com | 1408v.com | www.4212w.com | www.5189333.com | yulecheng888.com | www.ya002.com | www.vns99888.cc | 87621.com | www.tai3366.com | 88535f.com | www.331068.com | 55113356.com | www.633813.com | www.352233.com | 3405vvv.com | www.85wcp.com | www.pj01.com | 3473n.com | www.3479w.com | www.632042.com | 500000798.com | www.39500z.com | www.33569900.com | 11665003.com | www.52303k.com | www.16602i.com | www.4923y.com | www.7435s.com | vs665.com | www.qiji111.com | www.js40222.com | 7720746.com | www.xpj13666.com | xh00020.com | www.48282222.com | s61788.com | www.638802.com | www.919205.com | 4340bb.com | www.611669.com | www.sscb55.cc | 2306w.com | 9649y.com | www.475557.com | www.pj9086.com | 2381a.com | www.65707t.com | www.675621.com | 8344111.com | www.649677.com | www.65066zz.com | 2698j.com | 11v111.com | www.ejylc19.com | www.4972qq.com | 776091com | www.cb3788.com | www.9149.com | 9901666.com | 28288nn.com | www.110287.COM | www.836666e.com | 4488ll.com | www.375963.com | www.4521dh.com | www.38200v.com | 4303.com | www.c5909.com | www.hg173e.com | pj677x.com | 75878.com | www.2373g.com | www.099923.com | 01dd.cc | cp019.com | www.5091u.com | www.r456x.com | feicai0833.com | 253509.com | www.11czt.com | www.5146z8.com | www.4447727.com | pj00.com | www.621764.com | www.w84c.com | www.2jsxs.com | 3559vv.com | flp666.com | www.pj56g.com | www.102666.com | 8290b.com | x0066.tv | www.900248.com | www.808888g.com | www.js885588.com | 3y.com | www.444072.com | www.3691o.com | www.5536kj.com | 332229.com | 0652a.com | www.866546.com | www.2268js.com | www.wns08888.com | 44552007.com | 3616t.com | www.956458.com | www.2000d.cc | www.hg130.com | am8833.net | 459.com | www.607992.com | www.9971007.com | www.190089.com | jixiang14.com | vv879404.com | 00048j.com | www.37676.cc | www.06820v.com | www.hg8561.com | 3122w.com | 1636.com | www.139630.com | www.73166j.com | www.00773u.com | www.25288m.com | ccc5682.com | 31786666.com | www.139620.com | www.33598s.com | www.huangma21.com | www.29645.com | 8290p.com | 0366.com | feicai0933.com | www.978960.com | www.42456688.com | www.cai31.cc | www.7830j.com | 3844j.com | 69111u.com | xpj66498.com | www.773618.com | www.6939k.com | www.8967z.com | www.xpj4464.com | 87680a.com | hh8159.cc | hgyz22.com | www.108067.com | www.000ac.com | www.087e.com | www.8967y.com | www.hgw8638.com | www.1869w.com | 08159h.com | 2595x.com | 6641v.com | www.504833.com | www.8499b.com | www.7920b.com | www.2018fh.com | www.2091p.com | www.933966.com | 19880s.com | 5360w.com | 89892tt.com | fk.wp8808.com | www.808482.com | www.60108w.com | www.4499nsb.com | www.bb55826.com | www.761111.com | rr2649.com | 1036.com | z32365.com | 49973.com | www.655061.com | www.03882.cc | www.8582bb.com | www.79095e.com | www.601066.com | www.hg0075.com | www.o22365.com | www.535520.com | www.99552rr.com | www.55545a.com | www.555030.com | 3467v.am | www.390006.com | www.axc4.com | www.50074b.com | www.923700.com | www.635032.com | www.38345y.com | www.zs5555.com | www.w1525.com | www.10899b.com | www.86611r.com | b667766.com | js5657.com | 34y35.com | 66681j.com | 69445599.com | 3822m.com | 7779s.cc | 09t55.com | www.108095.com | www.501354.com | www.751898.com | www.cp8003.cc | www.910xj.com | www.15899.cc | www.21202g.com | www.77801m.com | www.720650.com | www.hd8679.com | www.7140988.com | www.326213.com | www.73990r.com | www.06820b.com | www.4996yn.com | www.a30666.com | www.hjcp7.com | www.th1199.com | www.mark428.com | www.810msc.com | 55155w.com | www.322424.com | www.349311.com | www.332910.com | www.319826.com | www.202439.com | www.108075.com | www.67258a.com | 910088.com | 9980xl.com | 551567.com | 12274411.com | 2306m.com | hg9168.vip | www.077313.com | www.js7575.com | www.998855e.com | www.51705.com | www.9737jj.me | www.b35ff.com | www.678js111.com | www.2997709.com | www.i94600.com | www.5856882.com | www.6653g.com | www.26299k.com | www.1035k.com | www.978217.com | www.565753.com | www.115779.com | 33933.com | 55ll8331.com | 1479i.com | 1813dd.com | 32555w.com | 3685i.com | 56988i.com | www.xh5111.com | www.333133b.com | www.amjs799.com | www.508987.com | www.klcp88.com | www.47506m.com | www.rrqp555.com | www.988046.com | www.2109y.com | www.681968.com | www.178769.com | 50024466.com | 588ppp.cc | 4340h.com | zz00558.com | 1194.com | www.sun235.com | www.dz8789.com | www.7415p.com | www.0055sun.com | www.78949s.com | www.c144.vip | www.068625.com | 66458d.com | 88993e.com | jib666666.com | 3122o.com | www.39695e.com | www.88984.com | www.4963z.com | www.535081.com | www.61233b.com | www.708609.com | 660499.com | jr9933.com | 08159h.com | www.388103.com | www.5suncity.com | www.8473u.com | www.9989579.com | www.yi876.com | www.187513.com | 80878t.com | 77606h.com | 8742a.com | www.9949n.com | www.255837.com | www.48330z.com | www.qbwc3.com | c388p.com | 00773z.com | 998cpdl.com | www.yddc666.com | www.700555.com | www.3032hh.com | www.05883.cc | www.109883.com | 37818.com | 40033ooo.com | 99306u.com | www.hg55.com | www.2000c.cc | www.50080n.com | www.330256.com | 1348.com | 7377.com | www.yh1111.cc | www.678309.com | www.cb500.cc | www.805272.com | 3178s.com | 39990055.com | 7075365.com | www.bbs35.com | www.3421e.com | www.cp8018.cc | 20188w.com | 45637s.com | www.www--97828.com | www.cbvip.com | www.81608m.com | www.768639.com | 51200cc.com | 0015uu.com | www.773339.cc | www.2544g6.com | www.hy6935.com | 915904310.com | 3552r.com | www.4625x.com | www.4694o.com | www.66653g.com | www.015990.com | 4647099.com | 866666q.com | www.4238.com | www.871828.com | www.50989i.com | 77606q.com | www.4107p.com | www.bet63x.com | www.yi876.com | 1495f9.com | 69096g.com | www.37766.cc | www.93gj.com | www.087069.com | 3788ii.com | www.4972hh.com | www.u3410.com | www.839991.com | xhtd1634.com | www.js60g.com | www.455361.com | www.5091d.com | 8159ddd.cc | 8977yy.com | www.41610.com | www.t509.com | 1855.com | 307590.com | www.vns0952.com | www.731651.com | www.097067.com | 55323t.com | www.pj038888.com | www.110503.com | www.550249.com | dz0777.com | www.hg518.com | www.57800d.com | www.ybao7.com | 52688c.com | www.7435v.com | www.biying970vip.com | www.ct8822.com | 3559pppp.com | www.223456u.com | www.r063801.com | www.364343.com | hjcp114.com | www.781msc.com | www.bet5959.com | 20176699.com | 38345.com | www.00772s.com | www.630367.com | 7599w.com | www.321329.com | www.dyloto9.com | 9964i.com | 5855qq.com | www.73990r.com | www.015990.com | 68228q.com | www.hj358.com | www.6fa500.com | 2649ee.com | www.619406.com | www.151228.com | 9398800.com | 6002o.com | www.6687i.com | www.39500v.com | 33115e.com | www.4078m.com | www.388229.com | 91019j.com | www.6001.com | www.680477.com | y67890.com | www.587002.com | www.862455.com | 67890tt.com | www.16602i.com | www.918109.com | 3890j.com | www.00013.net | www.905844.com | mg7899.com | www.77731.com | www.570477.com | 00222007.com | www.71071i.com | www.186792.com | feicai00886.com | www.26123bb.com | www.170955.com | 2381ggg.com | www.9737pp.com | www.luck878.com | 80850ii.com | www.1851116.com | 2008hh.com | www.81866n.com | www.3691u.com | hgyz22.com | www.v58854.com | www.9356j.com | 23815.com | www.hg131d.com | www.am2220.com | 899523.com | www.848777w.com | 28824q.com | www.hg148.com | www.hg6767.com | 61652f.com | www.4393.com | www.502892.com | feicai0457.com | www.325860.com | 55899q.com | www.184589.com | www.799427.com | www.61655t.com | 76543d.com | www.3987999.com | www.598300.com | 3049f.com | www.642683.com | b05677.com | www.74040.com | www.243500.com | www.68666u.com | www.bet73v.com | 6112ii.com | www.jz95599.com | 69441100.com | www.zzzz0261.com | www.2109t.com | 32126k.net | www.o32031.com | 73055h.com | www.xg189.net | www.327556.com | www.0555hg.com | www.15355h.com | f954.com | www.js58678.com | 1389oo.com | www.1389hh.com | 6766hh.com | www.29886s.com | www.895465.com | 9895p.com | www.4323s.com | p4389.com | www.91779p.com | 380000222.com | www.20452.net | 1647.cc | www.5004dd.com | www.621316.com | bm1395.cc | www.34788s.com | bowang005.com | www.pj55713.com | 294546.com | www.472704.com | biying910vip.com | www.2822msc.com | 4195ff.com | www.666549.com |