<p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px">&nbsp;来源<span style="FONT-FAMILY: Times New Roman; FONT-SIZE: 20px">:&nbsp;</span><span style="FONT-FAMILY: 宋体; FONT-SIZE: 20px">法律教育网&nbsp;</span></span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px"> 核心内容:当你的合法权益受到损害时,应先到经营企业或其上级主管部门交涉,说明情况,进行协商,要求经营者根据国家有关规定修理、退换或赔偿。如交涉无效,可按其问题性质分别向当地有关行政管理部门反映,要求处理<span style="FONT-FAMILY: Times New Roman; FONT-SIZE: 20px">;</span><span style="FONT-FAMILY: 宋体; FONT-SIZE: 20px">也可向当地消费者协会投诉,请求解决</span><span style="FONT-FAMILY: Times New Roman; FONT-SIZE: 20px">;</span><span style="FONT-FAMILY: 宋体; FONT-SIZE: 20px">也可以提请仲裁机构仲裁或直接向人民法院起诉。</span></span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px">&nbsp;</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px"> 消费者权益是指消费者在有偿获得商品或接受服务时,以及在以后的一定时期内依法享有的权益。&nbsp;消费者权益,是一定社会经济关系下适应经济运行的客观需要赋给商品最终使用者享有的权利。</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px">&nbsp;</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px"> 如果购买商品使用时发生故障或者突发事故,应保护好现场,并请有关部门出具勘查证明。</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px">&nbsp;</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px"> 投诉的具体要求是:<span style="FONT-FAMILY: Times New Roman; FONT-SIZE: 20px">1</span><span style="FONT-FAMILY: 宋体; FONT-SIZE: 20px">写投诉信。信中要写清投诉者的姓名、详细地址。被投诉的经营企业的名称、详细通讯地址、电话号码,购买商品或接受服务的具体情况,受损害的情况和交涉经过。&nbsp;</span><span style="FONT-FAMILY: Times New Roman; FONT-SIZE: 20px">2</span><span style="FONT-FAMILY: 宋体; FONT-SIZE: 20px">提供发票、单据、证明信等必要的说明材料。</span><span style="FONT-FAMILY: Times New Roman; FONT-SIZE: 20px">3</span><span style="FONT-FAMILY: 宋体; FONT-SIZE: 20px">投诉者要实事求是地反映实际经过真相,不要夸大虚构。在备好必要的材料后,可到买卖纠纷所在地的有关部门或消费者协会投诉,亦可向人民法院起诉。</span></span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px">&nbsp;</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px"> 投诉应注意以下几点:</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px">&nbsp;</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px"> 一要注意收集、保留购物发票或服务发票。</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px">&nbsp;</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px"> 二要有使用说明书、合格证、检验证以及商家提供的广告、明示承诺。</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px">&nbsp;</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px"> 三要有损害实物、记录、鉴定、病历及其他相关材料。</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px">&nbsp;</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px"> 四要注意投诉的法律时效。涉及商品质量问题,应在<span style="FONT-FAMILY: Times New Roman; FONT-SIZE: 20px">15</span><span style="FONT-FAMILY: 宋体; FONT-SIZE: 20px">天以内要求修理或更换。实行</span><span style="FONT-FAMILY: Times New Roman; FONT-SIZE: 20px">“</span><span style="FONT-FAMILY: 宋体; FONT-SIZE: 20px">三包</span><span style="FONT-FAMILY: Times New Roman; FONT-SIZE: 20px">”</span><span style="FONT-FAMILY: 宋体; FONT-SIZE: 20px">的商品要按</span><span style="FONT-FAMILY: Times New Roman; FONT-SIZE: 20px">“</span><span style="FONT-FAMILY: 宋体; FONT-SIZE: 20px">三包</span><span style="FONT-FAMILY: Times New Roman; FONT-SIZE: 20px">”</span><span style="FONT-FAMILY: 宋体; FONT-SIZE: 20px">的规定,财物遭受损失的索赔诉讼时效为</span><span style="FONT-FAMILY: Times New Roman; FONT-SIZE: 20px">2</span><span style="FONT-FAMILY: 宋体; FONT-SIZE: 20px">年,人身损害的则为</span><span style="FONT-FAMILY: Times New Roman; FONT-SIZE: 20px">1</span><span style="FONT-FAMILY: 宋体; FONT-SIZE: 20px">年。</span></span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px">&nbsp;</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px"> 五要选择好索赔对象。一般可向经营商家索赔,必要时也可直接向生产厂家索赔。受虚假广告误导致害的可向经营者和广告主索赔。</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px">&nbsp;</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px"> 消费者有下列基本权利:</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px">&nbsp;</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px"> <span style="FONT-FAMILY: Times New Roman; FONT-SIZE: 20px">(1)&nbsp;</span><span style="FONT-FAMILY: 宋体; FONT-SIZE: 20px">安全保障权</span></span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px">&nbsp;</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px"> 是指消费者在购买、使用商品或接受服务时,所享有的保障其人身、财产安全不受损害的权利。具体包括两个方面:一是人身安全权,二是财产安全权。</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px">&nbsp;</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px"> <span style="FONT-FAMILY: Times New Roman; FONT-SIZE: 20px">(2)&nbsp;</span><span style="FONT-FAMILY: 宋体; FONT-SIZE: 20px">知悉真情权</span></span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px">&nbsp;</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px"> 是消费者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: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px">&nbsp;</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px"> <span style="FONT-FAMILY: Times New Roman; FONT-SIZE: 20px">(3)&nbsp;</span><span style="FONT-FAMILY: 宋体; FONT-SIZE: 20px">自主选择权</span></span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px">&nbsp;</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px"> 是消费者享有自主选择商品或者服务的权利。</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px">&nbsp;</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px"> <span style="FONT-FAMILY: Times New Roman; FONT-SIZE: 20px">(4)&nbsp;</span><span style="FONT-FAMILY: 宋体; FONT-SIZE: 20px">公平交易权</span></span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px">&nbsp;</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px"> 是指消费者在购买商品或者接受服务时所享有的获得质量保障和价格合理、计量正确等公平交易的权利</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px">&nbsp;</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px"> <span style="FONT-FAMILY: Times New Roman; FONT-SIZE: 20px">(5)</span><span style="FONT-FAMILY: 宋体; FONT-SIZE: 20px">依法求偿权</span></span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px">&nbsp;</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px"> 是指消费者因够买、使用商品或接受服务受到人身、财产损害时,依法享有的要求获得赔偿的权利。</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px">&nbsp;</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px"> <span style="FONT-FAMILY: Times New Roman; FONT-SIZE: 20px">(6)</span><span style="FONT-FAMILY: 宋体; FONT-SIZE: 20px">求教获知权</span></span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px">&nbsp;</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px"> 是从知悉真情权中引申出来的一种消费者的权利。是指消费者所享有的获得有关消费和消费者权益保护方面的知识的权利。</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px">&nbsp;</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px"> <span style="FONT-FAMILY: Times New Roman; FONT-SIZE: 20px">(7)</span><span style="FONT-FAMILY: 宋体; FONT-SIZE: 20px">依法结社权</span></span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px">&nbsp;</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px"> 是指消费者享有的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: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px">&nbsp;</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px"> <span style="FONT-FAMILY: Times New Roman; FONT-SIZE: 20px">(8)</span><span style="FONT-FAMILY: 宋体; FONT-SIZE: 20px">维护尊严权</span></span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px">&nbsp;</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px"> 是指消费者在购买商品或者接受服务时所享有的其人格尊严、民族风俗习惯得到尊重的权利。</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px">&nbsp;</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px"> <span style="FONT-FAMILY: Times New Roman; FONT-SIZE: 20px">(9)</span><span style="FONT-FAMILY: 宋体; FONT-SIZE: 20px">监督批评权</span></span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px">&nbsp;</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px"> 是指消费者享有的对商品和服务以及保护消费者权益工作进行监督的权利。</span></p><p style="LINE-HEIGHT: 3em; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><span style="FONT-FAMILY: &#39;Times New Roman&#39;; FONT-SIZE: 20px">&nbsp;</span></p><p></p>