On the 6th, reporters learned from the Qinghai Provincial Administration for Market Regulation that in 2023, the Qinghai 12315 service hotline handled 163,000 complaints, reports, and inquiries, a year-on-year increase of 40.3%, with a handling rate of 100%, recovering a total of 11.097 million yuan in economic losses for consumers, as the level of consumer environment governance continued to improve.

Zhu Fubao, Director of the Consumer Protection Division of the Qinghai Provincial Administration for Market Regulation, introduced that in 2023, Qinghai's market regulation authorities actively carried out consumer rights protection work, advanced the establishment of a "big consumer protection and big rights protection" work framework, kept complaint and report channels open, intensified regulatory enforcement, fully utilized complaint and report data to serve market regulation work, comprehensively enhanced the overall effectiveness of consumer rights protection work, and safeguarded consumers' legitimate rights and interests.

It is reported that in order to establish and improve the online consumer dispute resolution mechanism and further implement the primary responsibility of business operators for consumer rights protection, since the launch of the "National 12315 Internet Platform Online Dispute Resolution (ODR)" function, the Qinghai Provincial Administration for Market Regulation has encouraged and guided qualified enterprise customer service and after-sales institutions to become ODR enterprises. In 2023, the number of ODR enterprises in Qinghai grew from 62 to 143, a growth rate of 130.65%. ODR enterprises handled a total of 2,711 consumer complaints, accounting for 8.03% of the province's total complaints, with a completion rate of 98.41%, a year-on-year increase of 163.43%.

In strengthening the effectiveness of consumer rights protection, the Qinghai Provincial Administration for Market Regulation urged and guided all cities and prefectures to establish joint conference mechanisms for consumer rights protection work, strengthened coordinated co-governance, and formulated and issued policy documents including the "Several Measures for Concerted Efforts to Comprehensively Advance Consumer Rights Protection in the Field of Market Regulation in Qinghai Province," the "Guidelines for the Management of Prepaid Consumption in the Field of Market Regulation in Qinghai Province," and the "Guidelines for the Seven-Day No-Reason Return Commitment of Offline Physical Stores in Qinghai Province," further clarifying work responsibilities and standardizing the methods and procedures for handling consumer complaints in relevant fields.

"Focusing on supervision in key areas, we have continued to improve the safety supervision work mechanism, made great efforts to investigate and eliminate risks and hidden dangers, seriously cracked down on market violations, and comprehensively built a new pattern of safety supervision, providing reliable quality assurance for consumers across the province to consume with confidence and safety," said Zhu Fubao. Over the past year, 26 special enforcement actions, including "Iron Fist" and "Clean Domain," investigated and dealt with a total of 4,873 cases of various violations, destroyed infringing and counterfeit goods worth 170 million yuan, and published 57 typical cases, with notable deterrent effects.

In addition, in order to strengthen social coordinated co-governance and promote the improvement of consumer systems and mechanisms, Qinghai's market regulation authorities established and improved a consumer rights protection governance system covering legislation, administration, justice, social protection, and consumer self-protection, promoting the burst of consumer vitality at multiple levels, in multiple fields, and in an all-round way, laying the foundation for high-quality development.