Measures for Handling Complaints and Reports Concerning Market Regulation
Measures for Handling Complaints and Reports Concerning Market Regulation
Measures for Handling Complaints and Reports Concerning Market Regulation
Order of the State Administration for Market Regulation No. 121
December 30, 2025
(Issued by Order of the State Administration for Market Regulation No. 121 on December 30, 2025, and effective as of April 15, 2026)
Article 1 The Measures are formulated in accordance with the Law of the People's Republic of China on the Protection of Consumer Rights and Interests, the Implementation Regulations on the Law of the People's Republic of China on the Protection of Consumer Rights and Interests, and other relevant laws and administrative regulations, to standardize the handling of complaints and reports concerning market regulation, and protect the legitimate rights and interests of natural persons, legal persons, or other organizations.
Article 2 The Measures shall apply to the handling of complaints and reports by market regulatory authorities in accordance with their respective duties. Where laws, regulations, or rules provide that other authorities are responsible for such handling, those provisions shall prevail.
Article 3 For the purposes of the Measures, "complaint" refers to an act whereby a consumer, having purchased or used goods or accepted services for personal consumption needs, requests the market regulatory authority to resolve a consumer rights and interests dispute arising between the consumer and a business operator.
For the purposes of the Measures, "report" refers to an act whereby a natural person, legal person, or other organization provides the market regulatory authority with information or leads concerning a business operator’s suspected violation of market regulatory laws, regulations, or rules.
Article 4 The State Administration for Market Regulation (hereinafter referred to as the "SAMR") shall administer the handling of complaints and reports nationwide, and guide local market regulatory authorities in the handling of complaints and reports.
Local market regulatory authorities at the county level or above are responsible for handling complaints and reports within their respective administrative regions.
Article 5 When handling complaints and reports, market regulatory authorities shall adhere to the principles of fairness and efficiency, and ensure the correct application of the legal basis and lawful procedures.
Article 6 The public and news media shall be encouraged to conduct social supervision and public opinion supervision of suspected violations of laws, regulations, or rules on market regulation.
Business operators shall be encouraged and guided to establish service stations and green channels for the protection of consumer rights and interests, and to establish and improve mechanisms such as the first-contact responsibility system, advance compensation, and online dispute resolution, so as to prevent and resolve consumer rights and interests disputes in a timely manner.
Consumers shall be encouraged and guided to resolve consumer rights and interests disputes with business operators through negotiation by means of service stations and green channels for the protection of consumer rights and interests, online dispute resolution mechanisms, third-party dispute resolution mechanisms, and other such channels.
Article 7 Market regulatory authorities shall keep their complaint and report channels accessible, standardized, and publicly known, improve the complaint and report handling process, and handle complaints and reports in a timely manner and in accordance with the law.
Any person who files a complaint or report with the market regulatory authority shall abide by laws, regulations, rules, and the relevant provisions. They shall not abuse the right to file complaints and reports or use complaints and reports to seek improper benefits, infringe on the legitimate rights and interests of business operators, or disrupt the market economic order or market regulation order.
Article 8 Complaints and reports shall be filed with market regulatory authorities through the national 12315 platform, the 12315 hotline, or other channels such as mailing addresses and acceptance windows published by market regulatory authorities.
Article 9 If a complaint and a report are filed simultaneously with the market regulatory authority, or if the materials provided contain both complaint and report content, the market regulatory authority shall handle the complaint and the report separately according to the procedures specified in the Measures.
Article 10 A complainant shall provide the following materials and be responsible for the authenticity thereof:
(1) The complainant's name, phone number, mailing address, and other real identity information;
(2) The respondent's name (or personal name) and address; and
(3) Specific claims of the complainant and the factual basis of the corresponding consumer rights and interests dispute.
If a complainant files a complaint in a non-written form, the functionaries of the market regulatory authority shall record the information specified in the preceding paragraph.
The market regulatory authority may require the complainant to provide the corresponding identification materials to verify their real identity information.
Article 11 Where a complaint is filed by an authorized representative, in addition to the materials specified in Paragraph 1 of Article 10 of the Measures, the original power of attorney and the identity document of the representative shall be provided.
The power of attorney shall specify the matters entrusted, the scope of authority, and the duration of authorization, and be signed by the principal.
Article 12 If two or more complainants file complaints against the same business operator concerning the same consumer rights and interests dispute, with the consent of the complainants, the market regulatory authority may handle the complaints as a joint case.
For a joint complaint, the complainants may, in writing, designate two representatives to file and handle the complaint.
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Order of the State Administration for Market Regulation No. 121
December 30, 2025
(Issued by Order of the State Administration for Market Regulation No. 121 on December 30, 2025, and effective as of April 15, 2026)
Article 1 The Measures are formulated in accordance with the Law of the People's Republic of China on the Protection of Consumer Rights and Interests, the Implementation Regulations on the Law of the People's Republic of China on the Protection of Consumer Rights and Interests, and other relevant laws and administrative regulations, to standardize the handling of complaints and reports concerning market regulation, and protect the legitimate rights and interests of natural persons, legal persons, or other organizations.
Article 2 The Measures shall apply to the handling of complaints and reports by market regulatory authorities in accordance with their respective duties. Where laws, regulations, or rules provide that other authorities are responsible for such handling, those provisions shall prevail.
Article 3 For the purposes of the Measures, "complaint" refers to an act whereby a consumer, having purchased or used goods or accepted services for personal consumption needs, requests the market regulatory authority to resolve a consumer rights and interests dispute arising between the consumer and a business operator.
For the purposes of the Measures, "report" refers to an act whereby a natural person, legal person, or other organization provides the market regulatory authority with information or leads concerning a business operator’s suspected violation of market regulatory laws, regulations, or rules.
Article 4 The State Administration for Market Regulation (hereinafter referred to as the "SAMR") shall administer the handling of complaints and reports nationwide, and guide local market regulatory authorities in the handling of complaints and reports.
Local market regulatory authorities at the county level or above are responsible for handling complaints and reports within their respective administrative regions.
Article 5 When handling complaints and reports, market regulatory authorities shall adhere to the principles of fairness and efficiency, and ensure the correct application of the legal basis and lawful procedures.
Article 6 The public and news media shall be encouraged to conduct social supervision and public opinion supervision of suspected violations of laws, regulations, or rules on market regulation.
Business operators shall be encouraged and guided to establish service stations and green channels for the protection of consumer rights and interests, and to establish and improve mechanisms such as the first-contact responsibility system, advance compensation, and online dispute resolution, so as to prevent and resolve consumer rights and interests disputes in a timely manner.
Consumers shall be encouraged and guided to resolve consumer rights and interests disputes with business operators through negotiation by means of service stations and green channels for the protection of consumer rights and interests, online dispute resolution mechanisms, third-party dispute resolution mechanisms, and other such channels.
Article 7 Market regulatory authorities shall keep their complaint and report channels accessible, standardized, and publicly known, improve the complaint and report handling process, and handle complaints and reports in a timely manner and in accordance with the law.
Any person who files a complaint or report with the market regulatory authority shall abide by laws, regulations, rules, and the relevant provisions. They shall not abuse the right to file complaints and reports or use complaints and reports to seek improper benefits, infringe on the legitimate rights and interests of business operators, or disrupt the market economic order or market regulation order.
Article 8 Complaints and reports shall be filed with market regulatory authorities through the national 12315 platform, the 12315 hotline, or other channels such as mailing addresses and acceptance windows published by market regulatory authorities.
Article 9 If a complaint and a report are filed simultaneously with the market regulatory authority, or if the materials provided contain both complaint and report content, the market regulatory authority shall handle the complaint and the report separately according to the procedures specified in the Measures.
Article 10 A complainant shall provide the following materials and be responsible for the authenticity thereof:
(1) The complainant's name, phone number, mailing address, and other real identity information;
(2) The respondent's name (or personal name) and address; and
(3) Specific claims of the complainant and the factual basis of the corresponding consumer rights and interests dispute.
If a complainant files a complaint in a non-written form, the functionaries of the market regulatory authority shall record the information specified in the preceding paragraph.
The market regulatory authority may require the complainant to provide the corresponding identification materials to verify their real identity information.
Article 11 Where a complaint is filed by an authorized representative, in addition to the materials specified in Paragraph 1 of Article 10 of the Measures, the original power of attorney and the identity document of the representative shall be provided.
The power of attorney shall specify the matters entrusted, the scope of authority, and the duration of authorization, and be signed by the principal.
Article 12 If two or more complainants file complaints against the same business operator concerning the same consumer rights and interests dispute, with the consent of the complainants, the market regulatory authority may handle the complaints as a joint case.
For a joint complaint, the complainants may, in writing, designate two representatives to file and handle the complaint.
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