On January 7, the reporter learned from the 12315 Consumer Complaints and Reporting Command Center (hereinafter referred to as the 12315 Command Center) of the Nanning Industrial and Commercial Bureau that the 12315 hotline “v. Yi†system has been implemented since the activation of the system, and it has realized automatic voice response, automatic transfer, and SMS. Respond to the three major functions, quickly diverted 41.46% of the artificial connection, so that consumer rights channels more open, convenient and efficient.
In July 2017, the City Commercial and Industry Bureau's 12315 hotline “v. Yi†system was formally put into use, changing the previous model of artificially answering calls from consumers and creating a new model of “Internet + consumer rights protectionâ€. Among them, the self-service voice answering function provides services for consumers around the clock, solving the problem of large complaints and easy-to-congested lines.
Previously, when consumers were dialing the 12315 hotline, they often encountered situations that needed to go to other government departments for complaints. Nowadays, consumers can directly “transfer†to food and drug administration, taxation, education, price, real estate, and other relevant authorities without having to hang up the phone through the “transfer†function of the “vulcan†system. In addition, the "vulcan-ease" system can also send consumers mobile phone messages to inform consumers about the relevant information of the consultation and the number to be transferred, so as to further popularize consumer rights protection knowledge.
In November 2017, Ms. Huang received a call from the 12315 hotline “V. Yi†system and said that she purchased a thermal adjustment garment worth RMB 13585 at a beauty and body center in Nanning. Ms. Huang believes that the product does not match the description of the merchant and requests a refund from the merchant. The merchant agrees to the refund but does not specify the time of the refund. After mediation by the business sector, the final refund of the business is 13,585 yuan. Ms. Huang thanked for the call and praised the “Vulgability†system for efficient rights protection.
According to statistics, as of December 31, 2017, the number of 12,315 hotline calls totaled 76.72% as of December 31, 2017, and 41.46% of manual wiring was quickly diverted to provide consumers with call transfer service 5473. This time, it greatly reduced the administrative costs of manual wiring and the cost of consumer rights protection, making the channels for consumer rights protection more open.
The launch of the “Vice Easy†system has not only improved the 12315 hotline connection rate of the Nanning Municipal Administration for Industry and Commerce, but also automatically diverted non-industrial and commercial authorities to receive complaints and reports, but also allowed consumers to make any complaints or inquiries during the process of dialing the 12315 hotline. With more knowledge of rights protection, the channels for consumer rights protection have been further smoothed, and the effectiveness of rights protection has been continuously improved.
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