As a bridge between market regulators and consumers, the 12315 platform and other channels accepted 23.812 million complaints and reports from consumers in 2021, saving 5.55 billion yuan of economic losses for consumers, an increase of 26% year on year.
In terms of resolving disputes, 12135 has established a dynamic evaluation system with mass participation, which has increased the success rate of mediation by 30.9 %, reduced the processing time of complaints and reports by 15.41 days, and significantly improved the effectiveness of consumer rights protection.
On the other hand, 12135 actively promotes the construction of an Online Dispute Resolution (ODR) mechanism. So far, it has encouraged 87,000 key enterprises to join the 12315 platform, and its online consumer dispute resolution mechanism has covered 94.1 % of cities. It resolved 1.58 million consumer disputes directly and assisted in the resolution of 10.2 % of consumer disputes at the source. When compared to the previous technique, the ODR mechanism’s processing time is reduced by 7 days, the reconciliation success rate is increased by 16%, and the ODR mechanism’s operating quality continues to improve.
Without a doubt, the digital transformation of the 12315 work system will play an important role in protecting consumers’ rights.