<p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px">来源:柳州政府信息网</span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">一、什么是<span style="FONT-FAMILY: Times New Roman; FONT-SIZE: 20px">&quot;12315&quot;&nbsp;</span></span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">“<span style="FONT-FAMILY: Times New Roman; FONT-SIZE: 20px">12315</span><span style="FONT-FAMILY: 宋体; FONT-SIZE: 20px">”是全国统一打假举报电话,当您发现假冒伪劣产品时,当您合法权益受到损害时,请拨打“</span><span style="FONT-FAMILY: Times New Roman; FONT-SIZE: 20px">12315</span><span style="FONT-FAMILY: 宋体; FONT-SIZE: 20px">”。</span></span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">二、下列投诉应予受理</span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">根据《中华人民共和国消费者权益保护法》关于“消费者的权利”的九项规定,受理消费者受到损害的投诉。“消费者的九大权利”:&nbsp;</span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">①&nbsp;消费者在购买、使用商品和接受服务时享有人身、财产安全不受损害的权利;</span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">②&nbsp;消费者享有知悉其购买、使用的商品或者接受的服务的真实情况的权利;</span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">③&nbsp;消费者享有自主选择商品或者接受服务的权利;</span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">④&nbsp;消费者享有公平交易的权利;</span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">⑤&nbsp;消费者因购买、使用商品或者接受服务受到人身、财产损害的,享有依法获得赔偿的权利;</span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">⑥&nbsp;消费者享有依法成立维护自身合法权益的社会团体的权利;</span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">⑦&nbsp;消费者享有获得有关消费和消费者权益保护方面的知识的权利;&nbsp;</span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">⑧&nbsp;消费者购买、使用商品和接受服务时,享有其人格尊严、民族风俗习惯得到尊重的权利;</span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">⑨&nbsp;消费者享有对商品和服务以及对保护消费者权益工作进行监督的权利。</span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">三、下列投诉不予受理&nbsp;</span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">①&nbsp;经营者之间购、销活动方面的纠纷;</span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">②&nbsp;消费者个人私下交易纠纷;</span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">③&nbsp;商品超过规定的保修期和保证期;</span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">④&nbsp;商品标明是“处理品”的(没有真实说明处理原因的除外);&nbsp;</span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">⑤&nbsp;未按商品使用说明安装、使用、保管、自行拆动而导致商品损坏或人身危害的;</span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">⑥&nbsp;被投诉方不明确的;</span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">⑦&nbsp;争议双方曾达成调解协议并已执行,而且没有新情况、新理由的;&nbsp;</span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">⑧法院、仲裁机构或有关行政部门已受理调查和处理的;</span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">⑨&nbsp;不符合国家法律、法规有关规定的。&nbsp;</span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">四、消费者投诉应该具备的内容</span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">①在本市行政区域内<span style="FONT-FAMILY: Times New Roman; FONT-SIZE: 20px">;</span></span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">②柳州市消费者协会“柳州消费维权网”可接受网上在线投诉和咨询,同时也可接受传真方式的投诉信及有关资料<span style="FONT-FAMILY: Times New Roman; FONT-SIZE: 20px">;</span></span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">③应该有明确的投诉对象,即被投诉方,并提供准确的地址<span style="FONT-FAMILY: Times New Roman; FONT-SIZE: 20px">;</span></span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">④应该有明确的投诉理由,有自己明确的要求,确保事实真实<span style="FONT-FAMILY: Times New Roman; FONT-SIZE: 20px">;</span></span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">⑤投诉时要提供购买商品和接受服务的凭据的复印件和有关证明材料;</span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">⑥投诉人应当是消费者争议的利害关系人<span style="FONT-FAMILY: Times New Roman; FONT-SIZE: 20px">;&nbsp;</span></span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">⑦未超出投诉期限;&nbsp;</span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">⑧属于工商行政管理机关管辖范围;</span></p><p style="LINE-HEIGHT: 2em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;宋体&#39;; FONT-SIZE: 20px">⑨投诉者投诉时应当说出自己的姓名,地址,电话号码或其他联系方式和被申诉方的名称,地址和电话号码。</span></p><p></p>