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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。
According to the Law of the People’s Republic of China on Protection of the Rights and Interests of Consumers, after disputes over consumer rights among consumers and operators occur, they can be resolved through the following channels: (1) reconciliation with operators; (2) mediation by consumer associations; (3) complaints with relevant administrative departments ; ④ to submit the arbitration agreement to the arbitration institution for arbitration according to the arbitration agreement reached with the operator; and (5) to institute legal proceedings in the people’s court. This article is part of the research report on “Protection of Financial Consumer Rights and Interests” of the Xi’an Branch of the People’s Bank of China and summarizes the institutional framework and complaint handling system for consumer protection by relevant ministries and agencies such as the Ministry of Industry and Information Technology, National Civil Aviation Administration, State Post Bureau, State Administration of Quality Supervision, etc. These Practice and experience have some reference to consumer protection in the financial field.