从“丰田案”看中国消费纠纷解决机制的建立与完善

On the Perfection of the Resolution System for Consumer Disputes:from the "feng tian"Case of America

西方国家对消费纠纷的解决已经形成了许多成熟的做法与经验,在新的经济形势下,中国消费纠纷的特征发生了巨大的变化,在解决消费者权纠纷方面,协商、调解、仲裁、申诉、诉讼等五种方式各有利弊。借鉴西方国家的经验,本着公平、公正、效率的原则,我们必须构建多元化消费纠纷解决机制,即在坚持司法救济的同时,充分发挥传统的被誉为"东方经验"的非诉讼解决方法,以促进社会的和谐发展。

Many western countries had formed some mature ways to resolve the expense dispute.now under new conditions,The Law of The People s Republic of China on the Protection of Consumers＇Rights and Interests gave five solutions for the consumer dispute resolution,which includes reconciliation,mediation,complaint,arbitration and litigation.Nevertheless,this provision is defective in practical application and can not satisfy the needs of the consumers.so,we must build multi-functional dispute resolution mechanism to build our harmonious society.