浅谈市场监管执法中的恶意投诉和举报

Analysis on Malicious Complaints and Reports in Market Supervision and Law Enforcement

消费者权益保护机制是为了保护消费者,但在市场监管执法实际工作中发现,机制中要求生产经营者赔偿以及惩罚性赔偿条款,逐渐被恶意投诉举报人用于牟利。信息时代促使各类投诉举报机制和平台建立,投诉举报途径越来越多、越来越便捷,恶意投诉举报成本也不断降低,恶意投诉举报数量快速增长,造成正常消费维权资源被挤占和生产经营秩序被破坏等不良后果,恶意投诉举报已成为影响优化营商环境的负面因素。本文通过对泉州市2021年12月1日至2022年11月30日12315系统登记的投诉举报数据进行分析总结,探索归纳恶意投诉举报的类型、特征、影响等,对在大力提倡优化营商环境背景下的市场监管执法方面的恶意投诉举报处理提出建议。

The purpose of the consumer rights protection mechanism is to protect consumers,but in the actual work of market supervision and law enforcement,it has been found that the provisions requiring compensation from producers and operators and punitive damages in the mechanism have gradually been used for profit by malicious complainants.The information age has prompted the establishment of various complaint reporting mechanisms and platforms,with more and more convenient complaint reporting channels,and the cost of malicious complaint reporting has also been continuously reduced.The number of malicious complaint reporting has increased rapidly,resulting in adverse consequences such as the usurpation of normal consumption rights protection resources and the disruption of production and operation order.Malicious complaint reporting has become a negative factor affecting the optimization of the business environment.This article analyzes and summarizes the complaint reporting data registered in the 12315 system in Quanzhou city from December 1,2021 to November 30,2022,explores and summarizes the types,characteristics,and impact of malicious complaint reporting,and puts forward suggestions for handling malicious complaint reporting in the context of vigorously improving and optimizing the business environment in market supervision and law enforcement.