CNDSN January 23rd news (Chinese consumers reported that Dong Jun Tan Moxiao) with China's economic development has entered a new norm, social consumer facing what new features? The new format and new marketing mode has spawned what new consumption patterns? In the face of new changes in the Internet economy and economic globalization to promote consumption, face what new changes, new challenges consumer rights?

1月20日，国家工商总局局长、中国消费者协会常务副会长张茅接受记者专访，系统阐述了消费维权对促进经济平稳健康发展和社会和谐稳定的重要意义，以及消协组织如何更好地维护消费者利益的新思路。

In January 20th, the State Administration for Industry and commerce secretary, executive vice president of the Chinese Consumer Association Zhang Mao accepts a reporter to interview, the system elaborated the important meaning of consumer rights to promote the stable and healthy economic development and social harmony and stability, as well as new thought disappear assist the organization is how to better safeguard the interests of consumers.

让百姓愿意消费、敢于消费

Let the people willing to spend, dare to consumption

随着百姓收入水平和消费水平的提高，我国经济发展模式从以往过于依赖出口和投资拉动，向更多地依靠国内需求特别是消费需求拉动转变。在消费领域，假冒伪劣、虚假宣传、合同欺诈等侵害消费者权益的案件仍时有发生。“人们每天都在消费，涉及衣食住用行。有消费，就有矛盾和纠纷产生的可能，消费纠纷看似小事，但处理不好就会损害群众利益。”张茅说：“希望百姓愿意消费、敢于消费，就必须营造安全放心消费环境，通过消费维权，及时解决纠纷，化解矛盾。”

As people income level and consumption level enhancement, our country economy development mode from the past is too dependent on exports and investment to pull, to rely more on domestic demand especially consumption demand change. In the field of consumption, fake and shoddy, false propaganda, contract fraud, against the interests of consumers there are still some cases. "People every day in the consumption of food and clothing, to live with row. There is a consumer, there are contradictions and disputes may, consumer disputes may seem trivial, but not handled properly will damage the interests of the masses." Zhang Mao said: "I hope people willing to spend, dare to consumption, we must create a safe consumption environment, the consumer rights protection, timely resolution of disputes, to resolve contradictions."

在张茅看来，这不仅是为保护消费者个体利益，也维护了整个社会公共秩序，预防和消除社会不稳定因素。他说，消费维权事关消费者的生活质量和幸福指数，是释放消费潜力，发挥消费对经济增长拉动作用的重要保障。有了消费者的满意消费，才会有消费经济的快速发展。

In Zhang Mao's view, this is not only for the protection of consumers' individual interests, but also the maintenance of the social order, prevent and eliminate the factors of social instability. He said, consumer rights protection is related to the quality of life of consumers and happiness index, is the release of the consumption potential, play an important guarantee of consumption pulling effect on economic growth. The satisfactory consumer, will have a rapid development of the consumption economy.

如今，消费者对生活品质和消费环境的要求越来越高，一些社会矛盾也从传统的消费领域扩展到新的消费领域。近年来，网络购物、“双十一”都成为消费和维权中的热点。“近两年网购投诉逐年上升，假打折误导消费者、虚假宣传、商品或服务不符合约定等问题已成为网购的突出问题。”张茅说，在网络市场监管方面，工商机关将严厉查处利用网络从事假冒伪劣商品销售、传销、虚假广告发布等违法行为，并依法追究非法主体网站责任。

Today, consumers on the quality of life and consumption environment of increasingly high demand, some social contradictions have extended from the traditional areas of consumption to the new consumption areas. In recent years, online shopping, "double eleven" have become the hot spot of consumption and rights. "Online shopping complaints in the past two years increased year by year, false discount to mislead consumers, false propaganda, goods or services does not comply with the contract and other issues have become prominent issues of online shopping." Zhang Mao said that in the network market supervision, industry and commerce authorities will be severely dealt with using the Internet in the fake and shoddy goods, pyramid selling, false advertising and other illegal acts, and investigate the illegal subject website liability according to law.

The new changes in the consumer rights endowed the new mission

消费结构、消费人群和地域分布不断调整，技术进步则带来了新业态、新营商模式和新消费方式。这些消费领域的新变化，带来了维权领域的新变化。作为消费者的“娘家”，消协组织是怎样应对这些新变化的？“新的《消费者权益保护法》明确了消费者协会‘社会组织’的性质和‘履行公益性职责’的要求，为消协开展工作提供了法律保障，同时也要求消协更加注重提供便捷均等的服务，全面保护消费者利益，更加注重对消费者诉求的及时有效反映，倡导新型消费理念。”张茅表示。

The structure of consumption, consumer groups and geographical distribution of continuous adjustment, technical progress is bringing new formats, new ways of doing business and new consumption patterns. These new changes in consumption field, brings new changes in the field of rights. As consumers "Maiden", disappear assist the organization is how to deal with these new changes? "New" consumer protection law "has been clear about the association of consumers' social organizations' 'public welfare nature and perform duties' requirements, provide a legal guarantee for the association to carry out the work, also asked the association pays more attention to provide convenient and equal services, comprehensive protection of consumer interests, pay more attention to the timely and effective reflection of consumers the demands of the new concept of consumption, advocate." Zhang Mao said.

张茅强调，消费者组织要切实履行好新《消法》赋予的公益性职责，进一步强化综合服务能力，充分发挥政府部门、行业组织、研究机构、专家学者、新闻媒体以及其他维权组织的作用，主动搭建消费维权社会平台，努力构建企业自律、消费者参与、社会监督、政府监管的消费维权社会共治新机制。

Zhang Mao emphasizes, consumer organizations should earnestly fulfill the new "wave law" gives the public responsibility, ability to further strengthen the comprehensive service, give full play to the government departments, industry organizations, research institutions, experts and scholars, the news media and the role of other rights organization, take the initiative to build consumer rights social platform, and strive to build enterprise self-discipline, consumer participation, social supervision, government supervision of consumer rights society new co governance mechanism.

张茅说，目前消费者协会在为广大消费者提供全面有效的保护方面还存在一定的差距，这是今后要下大气力加强的重点工作。如，加强商品服务监督，揭露批评不法行为，督促企业守法经营，促进消费环境改善；综合运用法定职责，积极探索公益诉讼、法律援助的方式方法，加大消费者权益保护力度。

Zhang Mao said, at present the consumer association in the gap still exists to provide comprehensive and effective protection for the vast number of consumers, this is the future focus of the work of great efforts to strengthen the. Such as, strengthening the supervision of goods and services, exposing the criticism of wrongdoing, and urge enterprises to law-abiding business, promote consumption environment is improved; the comprehensive use of legal responsibility, and actively explore ways of public interest litigation, legal aid, increase consumer protection rights.

“消费者协会要在更好为消费者服务上下功夫，将工作重心从事后调处更多地向事前教育、事中监督转换，处理好消费纠纷，为消费者排忧解难。”他说。

"Consumer Association to work on better service for the consumer, the focus of work will be engaged in mediation to the more education beforehand, in the matter of supervision conversion, handle consumer disputes, for consumers to exclude the difficulty and anxiety." He said.

张茅还提出，消协组织要发挥桥梁纽带作用，在参与立法立规、消费政策、价格听证等工作中充分发挥代言建言功能；加强对消费趋势、投诉信息等的分析研判，为实施信用监管、解决维权难点、防范化解风险提供有力参考；把关于保护消费者权益的法律法规、政策措施及时传递给广大消费者，使消费者问题能反映、矛盾能化解、消费有信心、权益有保障。

Zhang Mao also proposed, disappear assist the organization to play its role, give full play to the endorsement advice function in participation in legislation, consumption policy, price hearing and other work; strengthen the study analysis the consumption trend, complaint information, for the implementation of supervision, to solve the difficulty of credit rights, preventing and dissolving the risks and provide powerful reference; put on the protection of consumers the rights and interests of the laws and regulations, policies and measures for the timely transmission of the vast number of consumers, so that consumers can reflect the contradictions to resolve problems, consumer confidence, rights and interests, protection.

Establish a "customer first" philosophy

“消费者协会是服务广大消费者的社会组织，要树立‘消费者至上’的理念。”张茅说，今后消费者协会要在消费教育引导、纠纷调处、维权网络覆盖和消费维权数据利用等方面更加有的放矢。

"Consumer Association is the service of the vast number of consumers' social organization, to establish a consumer oriented 'concept." Zhang Mao said, the future of consumer associations to guide, in the consumer education dispute mediation, consumer rights activist network coverage and data utilization etc more have a definite object in view.

在加强消费教育引导方面，要实现消费维权关口前移。既面向消费者，提高消费者防范消费风险的能力，也面向经营者，提高经营者诚信守法意识；更加注重做好符合节能、环保、低碳要求的商品和服务比较试验联动工作。

To strengthen consumer education guidance, to achieve the consumer rights protection sooner. Both for consumers, improve the ability of consumers to guard against the risk of consumption, but also for operators, operators to improve the integrity of law-abiding consciousness; pay more attention to environmental protection, energy saving, to comply with the requirements of low-carbon goods and services comparison test of the working linkage.

在消费纠纷调解方面，推广投诉和解，促进便捷维权，让更多的消费争议在企业和消费者之间有效和解；研究重大、典型侵害消费者权益的投诉案例，依法支持消费者提起诉讼；加快消协律师志愿者队伍建设，逐步满足消费者多层次、个性化的维权需求。

Mediation in consumer disputes, the promotion of complaints reconciliation, and promote convenient rights, let more consumer dispute settlement effectively between enterprises and consumers; and Research on major complaints against the interests of consumers, the typical case, support for consumers to file a lawsuit according to law; accelerate the association of lawyers volunteer team construction, consumer multi-level, personalized gradually to meet the needs of safeguarding rights.

据张茅介绍，下一步将完善全国消协组织一体化服务网络，尤其是加强和巩固中西部地区、农村地区的维权网络覆盖。完善互联网、短消息、移动互联通信受理功能，加快全国12315消费维权互联网平台建设。

According to Zhang Mao introduction, the next step will be to improve the national CaseTrust organization integrated service network, especially to strengthen and consolidate the central and western regions, rural areas of the rights of network coverage. Improvement of the Internet, Short Message, mobile Internet communication acceptance function, accelerate the 12315 national consumer rights protection in Internet platform construction.

张茅还表示，要强化消费维权数据分析利用，提升服务决策水平。加强消费者诉求、商品质量抽检和消费市场状况分析，研究消费维权数据变化与国家宏观经济形势、市场秩序状况、消费维权状况的内在联系，逐步完善数据分析模型和12315消费维权指数系统，研究建立重点领域、重点指标的监测、风险评估和预警防范、应急处置体系。▲

Zhang Mao also said, to analysis by strengthening consumer rights data, improve the service level of decision making. Analysis and sampling the consumer market conditions strengthen consumer demand, the quality of the goods, research consumer rights data changes with the national macroeconomic situation, the market order status, consumption situation of rights relationship, and gradually improve the data analysis model and 12315 consumer rights protection index system, study the establishment of key areas, key indicators for monitoring, risk assessment and early warning, emergency prevention disposal system. *

（原标题：国家工商总局局长、中国消费者协会常务副会长张茅谈消费维权）

(original title: Director of the State Administration for Industry and commerce, executive vice president Zhang Mao on Chinese Consumer Association consumer rights)

责任编辑：婉婉

Editor: Che Wan Wan