我国有关部委保护各自领域消费者的制度框架和执行体系

Institutional Framework and Enforcement System of Consumer Protection Taken by Relevant Authorities

根据《中华人民共和国消费者权益保护法》,消费者和经营者发生消费者权益争议后,可以通过下列途径解决:①与经营者协商和解;②请求消费者协会调解;③向有关行政部门申诉;④根据与经营者达成的仲裁协议提请仲裁机构仲裁;⑤向人民法院提起诉讼。本文是中国人民银行西安分行《金融消费者权益保护》研究报告的一部分,总结了工信部、国家民用航空局、国家邮政局、国家质监总局等有关部委保护消费者的制度框架和投诉处理体系,这些做法和经验对金融领域的消费者保护具有一定的借鉴作用。

Based on Consumer Protection Law of the PRC,the consumer may resort to the following channels in case of dispute with the business-providers.First,to negotiate with the business-provider.Second,to resort to the Association of Consumers for mediation.Third,to file a complaint to relevant administrative agencies.Forth,to ask arbitral body for arbitration based on the arbitration agreement with the business-provider.Fifth,to launch court proceedings.This paper is one part of Financial Consumer Protection with the PBC,Xi＇an branch.It summed up the institutional framework for consumer protection and complaint handling system taken by the Ministry of Industry and Information Technology of the PRC,the Civil Aviation Administration of China,the State Post Bureau of PRC,and the General Administration of Quality Supervision,Inspection,Quarantine of the PRC.Their practices and experiences are worth learning in consumer protection in financial sector.