KYB CHINA(2024年2月23日国务院第26次常务会议通过 2024年3月15日中华人民共和国国务院令第778号公布 自2024年7月1日起施行)
(Adopted at the 26th Executive Meeting of the State Council on February 23, 2024, promulgated by Order No. 778 of the State Council of the People's Republic of China on March 15, 2024, and effective as of July 1, 2024)
总 则
General Provisions
根据《中华人民共和国消费者权益保护法》(以下简称消费者权益保护法)等法律，制定本条例。
These Regulations are formulated in accordance with the Law of the People's Republic of China on the Protection of Consumer Rights and Interests (hereinafter referred to as the Consumer Rights Protection Law) and other laws.
消费者权益保护工作坚持中国共产党的领导，坚持以人民为中心，遵循合法、公平、高效的原则。
The work of protecting consumer rights and interests shall adhere to the leadership of the Communist Party of China, adhere to a people-centered approach, and follow the principles of legality, fairness, and efficiency.
国家加大消费者合法权益保护力度，建立和完善经营者守法、行业自律、消费者参与、政府监管和社会监督相结合的消费者权益保护共同治理体系。
The State shall strengthen the protection of the legitimate rights and interests of consumers, and establish and improve a co-governance system for the protection of consumer rights and interests that combines business operators' compliance with the law, industry self-discipline, consumer participation, government supervision, and social oversight.
国家统筹推进消费环境建设，营造安全放心的消费环境，增强消费对经济发展的基础性作用。
The State shall coordinate the promotion of the construction of a consumption environment, create a safe and reassuring consumption environment, and enhance the fundamental role of consumption in economic development.
国家加强消费商品和服务的标准体系建设，鼓励经营者制定实施严于国家标准或者行业标准的企业标准，不断提升商品和服务质量。
The State shall strengthen the construction of a standard system for consumer goods and services, encourage business operators to formulate and implement enterprise standards that are stricter than national standards or industry standards, and continuously improve the quality of goods and services.
国家倡导文明、健康、绿色的消费理念和消费方式，反对奢侈浪费。
The State advocates civilized, healthy, and green consumption concepts and methods, and opposes extravagance and waste.
消费者的权利和经营者的义务
Rights of Consumers and Obligations of Business Operators
消费者在购买商品、使用商品或者接受服务时，依法享有人身和财产安全不受损害的权利。
Consumers have the right to have their personal and property safety free from harm when purchasing, using goods or receiving services in accordance with the law.
经营者向消费者提供商品或者服务(包括以奖励、赠送、试用等形式向消费者免费提供商品或者服务)，应当保证商品或者服务符合保障人身、财产安全的要求。免费提供的商品或者服务存在瑕疵但不违反法律强制性规定且不影响正常使用性能的，经营者应当在提供商品或者服务前如实告知消费者。
When providing goods or services to consumers (including providing goods or services free of charge in the form of rewards, gifts, trials, etc.), business operators shall ensure that the goods or services meet the requirements for the protection of personal and property safety. If the free goods or services have defects but do not violate mandatory legal provisions and do not affect normal performance, the business operator shall truthfully inform the consumer before providing the goods or services.
经营者应当保证其经营场所及设施符合保障人身、财产安全的要求，采取必要的安全防护措施，并设置相应的警示标识。消费者在经营场所遇到危险或者受到侵害时，经营者应当给予及时、必要的救助。
Business operators shall ensure that their business premises and facilities meet the requirements for the protection of personal and property safety, take necessary safety protection measures, and set up corresponding warning signs. When a consumer encounters danger or is harmed on the business premises, the business operator shall provide timely and necessary assistance.
消费者认为经营者提供的商品或者服务可能存在缺陷，有危及人身、财产安全危险的，可以向经营者或者有关行政部门反映情况或者提出建议。
If a consumer believes that the goods or services provided by a business operator may have defects that endanger personal or property safety, the consumer may report the situation or make suggestions to the business operator or relevant administrative departments.
经营者发现其提供的商品或者服务可能存在缺陷，有危及人身、财产安全危险的，应当依照消费者权益保护法第十九条的规定及时采取相关措施。采取召回措施的，生产或者进口商品的经营者应当制定召回计划，发布召回信息，明确告知消费者享有的相关权利，保存完整的召回记录，并承担消费者因商品被召回所支出的必要费用。商品销售、租赁、修理、零部件生产供应、受委托生产等相关经营者应当依法履行召回相关协助和配合义务。
If a business operator discovers that the goods or services it provides may have defects that endanger personal or property safety, it shall promptly take relevant measures in accordance with Article 19 of the Consumer Rights Protection Law. If recall measures are taken, the business operator that produces or imports the goods shall formulate a recall plan, publish recall information, clearly inform consumers of the relevant rights they enjoy, maintain complete recall records, and bear the necessary expenses incurred by consumers due to the recall of the goods. Relevant business operators such as sellers, lessors, repairers, parts producers and suppliers, and entrusted producers shall perform relevant assistance and cooperation obligations for the recall in accordance with the law.
经营者应当采用通俗易懂的方式，真实、全面地向消费者提供商品或者服务相关信息，不得通过虚构经营者资质、资格或者所获荣誉，虚构商品或者服务交易信息、经营数据，篡改、编造、隐匿用户评价等方式，进行虚假或者引人误解的宣传，欺骗、误导消费者。
Business operators shall provide consumers with information related to goods or services in an easy-to-understand manner, truthfully and comprehensively, and shall not engage in false or misleading publicity by fabricating business qualifications, qualifications or honors obtained, fabricating transaction information or business data of goods or services, tampering with, fabricating, or concealing user reviews, etc., to deceive or mislead consumers.
经营者不得在消费者不知情的情况下，对同一商品或者服务在同等交易条件下设置不同的价格或者收费标准。
Business operators shall not, without the consumer's knowledge, set different prices or charging standards for the same goods or services under the same transaction conditions.
经营者应当按照国家有关规定，以显著方式标明商品的品名、价格和计价单位或者服务的项目、内容、价格和计价方法等信息，做到价签价目齐全、内容真实准确、标识清晰醒目。
Business operators shall, in accordance with relevant state regulations, clearly indicate the name, price, and unit of measurement of goods or the items, content, price, and pricing method of services in a conspicuous manner, ensuring that price tags and price lists are complete, content is true and accurate, and markings are clear and eye-catching.
经营者采取自动展期、自动续费等方式提供服务的，应当在消费者接受服务前和自动展期、自动续费等日期前，以显著方式提请消费者注意。
If a business operator provides services by means of automatic renewal, automatic renewal, etc., it shall draw the consumer's attention in a conspicuous manner before the consumer accepts the service and before the date of automatic renewal, automatic renewal, etc.
消费者享有自主选择商品或者服务的权利。经营者不得以暴力、胁迫、限制人身自由等方式或者利用技术手段，强制或者变相强制消费者购买商品或者接受服务，或者排除、限制消费者选择其他经营者提供的商品或者服务。经营者通过搭配、组合等方式提供商品或者服务的，应当以显著方式提请消费者注意。
Consumers have the right to independently choose goods or services. Business operators shall not, by means of violence, coercion, restriction of personal freedom, or by using technical means, force or constructively force consumers to purchase goods or accept services, or exclude or restrict consumers from choosing goods or services provided by other business operators. If a business operator provides goods or services by means of bundling, combination, etc., it shall draw the consumer's attention in a conspicuous manner.
经营者以商业宣传、产品推荐、实物展示或者通知、声明、店堂告示等方式提供商品或者服务，对商品或者服务的数量、质量、价格、售后服务、责任承担等作出承诺的，应当向购买商品或者接受服务的消费者履行其所承诺的内容。
If a business operator makes commitments regarding the quantity, quality, price, after-sales service, liability, etc., of goods or services by means of commercial publicity, product recommendation, physical display, or notices, statements, in-store announcements, etc., it shall fulfill the content of its commitments to consumers who purchase the goods or accept the services.
经营者应当在其经营场所的显著位置标明其真实名称和标记。
Business operators shall indicate their true name and mark in a conspicuous position on their business premises.
经营者通过网络、电视、电话、邮购等方式提供商品或者服务的，应当在其首页、视频画面、语音、商品目录等处以显著方式标明或者说明其真实名称和标记。由其他经营者实际提供商品或者服务的，还应当向消费者提供该经营者的名称、经营地址、联系方式等信息。
If a business operator provides goods or services through the internet, television, telephone, mail order, etc., it shall clearly indicate or explain its true name and mark in a conspicuous manner on its homepage, video screen, voice, product catalog, etc. If the goods or services are actually provided by another business operator, it shall also provide the consumer with the name, business address, contact information, etc., of that business operator.
经营者租赁他人柜台或者场地提供商品或者服务，或者通过宣讲、抽奖、集中式体验等方式提供商品或者服务的，应当以显著方式标明其真实名称和标记。柜台、场地的出租者应当建立场内经营管理制度，核验、更新、公示经营者的相关信息，供消费者查询。
If a business operator leases another person's counter or venue to provide goods or services, or provides goods or services through lectures, lotteries, centralized experiences, etc., it shall indicate its true name and mark in a conspicuous manner. The lessor of the counter or venue shall establish an in-store business management system, verify, update, and publicize the relevant information of the business operator for consumers to query.
经营者通过网络直播等方式提供商品或者服务的，应当依法履行消费者权益保护相关义务。
If a business operator provides goods or services through live streaming, etc., it shall perform relevant obligations for the protection of consumer rights and interests in accordance with the law.
直播营销平台经营者应当建立健全消费者权益保护制度，明确消费争议解决机制。发生消费争议的，直播营销平台经营者应当根据消费者的要求提供直播间运营者、直播营销人员相关信息以及相关经营活动记录等必要信息。
The operator of a live streaming marketing platform shall establish and improve a consumer rights protection system and clarify a mechanism for resolving consumer disputes. In the event of a consumer dispute, the operator of the live streaming marketing platform shall, at the request of the consumer, provide necessary information such as the relevant information of the live stream room operator and the live stream marketer, as well as relevant business activity records.
直播间运营者、直播营销人员发布的直播内容构成商业广告的，应当依照《中华人民共和国广告法》的有关规定履行广告发布者、广告经营者或者广告代言人的义务。
If the live content published by the live stream room operator or live stream marketer constitutes a commercial advertisement, it shall perform the obligations of an advertisement publisher, advertisement operator, or advertisement endorser in accordance with the relevant provisions of the Advertising Law of the People's Republic of China.
经营者不得通过虚假或者引人误解的宣传，虚构或者夸大商品或者服务的治疗、保健、养生等功效，诱导老年人等消费者购买明显不符合其实际需求的商品或者服务。
Business operators shall not, through false or misleading publicity, fabricate or exaggerate the therapeutic, health care, health preservation, or other effects of goods or services, induce elderly consumers, etc., to purchase goods or services that clearly do not meet their actual needs.
经营者提供网络游戏服务的，应当符合国家关于网络游戏服务相关时段、时长、功能和内容等方面的规定和标准，针对未成年人设置相应的时间管理、权限管理、消费管理等功能，在注册、登录等环节严格进行用户核验，依法保护未成年人身心健康。
If a business operator provides online game services, it shall comply with the state's provisions and standards on relevant periods, duration, functions, and content of online game services, set corresponding time management, authority management, consumption management, and other functions for minors, strictly conduct user verification during registration, login, and other steps, and protect the physical and mental health of minors in accordance with the law.
经营者使用格式条款的，应当遵守消费者权益保护法第二十六条的规定。经营者不得利用格式条款不合理地免除或者减轻其责任、加重消费者的责任或者限制消费者依法变更或者解除合同、选择诉讼或者仲裁解决消费争议、选择其他经营者的商品或者服务等权利。
If a business operator uses standard terms, it shall comply with the provisions of Article 26 of the Consumer Rights Protection Law. Business operators shall not unreasonably exempt or reduce their own liability, increase consumers' liability, or restrict consumers' rights to modify or terminate contracts in accordance with the law, choose litigation or arbitration to resolve consumer disputes, or choose goods or services of other business operators, etc., through standard terms.
经营者与消费者约定承担退货、更换、修理等义务的有效期限不得低于国家有关规定的要求。有效期限自经营者向消费者交付商品或者提供服务完结之日起计算，需要经营者另行安装的商品，有效期限自商品安装完成之日起计算。经营者向消费者履行更换义务后，承担更换、修理等义务的有效期限自更换完成之日起重新计算。经营者修理的时间不计入上述有效期限。
The validity period for a business operator and a consumer to agree on obligations such as return, replacement, and repair shall not be less than the requirements of relevant state regulations. The validity period shall be calculated from the date when the business operator delivers the goods to the consumer or completes the service. For goods that require separate installation by the business operator, the validity period shall be calculated from the date when the installation of the goods is completed. After the business operator fulfills the replacement obligation to the consumer, the validity period for assuming obligations such as replacement and repair shall be recalculated from the date when the replacement is completed. The time for repair by the business operator shall not be included in the above validity period.
经营者依照国家有关规定或者与消费者约定履行退货义务的，应当按照发票等购货凭证或者服务单据上显示的价格一次性退清相关款项。经营者能够证明消费者实际支付的价格与发票等购货凭证或者服务单据上显示的价格不一致的，按照消费者实际支付的价格退清相关款项。
If a business operator fulfills the return obligation in accordance with relevant state regulations or an agreement with the consumer, it shall refund the relevant amount in one lump sum according to the price shown on the invoice or other purchase voucher or service receipt. If the business operator can prove that the price actually paid by the consumer is inconsistent with the price shown on the invoice or other purchase voucher or service receipt, it shall refund the relevant amount according to the price actually paid by the consumer.
经营者通过网络、电视、电话、邮购等方式销售商品的，应当遵守消费者权益保护法第二十五条规定，不得擅自扩大不适用无理由退货的商品范围。
If a business operator sells goods through the internet, television, telephone, mail order, etc., it shall comply with the provisions of Article 25 of the Consumer Rights Protection Law and shall not arbitrarily expand the scope of goods that are not eligible for no-reason return.
经营者应当以显著方式对不适用无理由退货的商品进行标注，提示消费者在购买时进行确认，不得将不适用无理由退货作为消费者默认同意的选项。未经消费者确认，经营者不得拒绝无理由退货。
Business operators shall mark goods that are not eligible for no-reason return in a conspicuous manner, prompt consumers to confirm at the time of purchase, and shall not make non-application of no-reason return a default option for consumers. Without consumer confirmation, the business operator shall not refuse no-reason return.
消费者退货的商品应当完好。消费者基于查验需要打开商品包装，或者为确认商品的品质和功能进行合理调试而不影响商品原有品质、功能和外观的，经营者应当予以退货。
The goods returned by the consumer shall be in good condition. If the consumer opens the packaging for inspection needs, or performs reasonable debugging to confirm the quality and function of the goods without affecting the original quality, function, and appearance of the goods, the business operator shall accept the return.
消费者无理由退货应当遵循诚实信用原则，不得利用无理由退货规则损害经营者和其他消费者的合法权益。
Consumers shall follow the principle of good faith when returning goods without reason, and shall not use the no-reason return rule to harm the legitimate rights and interests of business operators and other consumers.
经营者提供商品或者服务时收取押金的，应当事先与消费者约定退还押金的方式、程序和时限，不得对退还押金设置不合理条件。
If a business operator collects a deposit when providing goods or services, it shall agree with the consumer in advance on the method, procedure, and time limit for refunding the deposit, and shall not set unreasonable conditions for refunding the deposit.
消费者要求退还押金，符合押金退还条件的，经营者应当及时退还。
If a consumer requests a refund of the deposit and the conditions for refund are met, the business operator shall refund it promptly.
经营者决定停业或者迁移服务场所的，应当提前30日在其经营场所、网站、网店首页等的醒目位置公告经营者的有效联系方式等信息。
If a business operator decides to cease business or relocate its service premises, it shall, 30 days in advance, announce the effective contact information of the business operator, etc., in a conspicuous position on its business premises, website, online store homepage, etc.
经营者以收取预付款方式提供商品或者服务的，应当与消费者订立书面合同，约定商品或者服务的具体内容、价款或者费用、预付款退还方式、违约责任等事项。
If a business operator provides goods or services by collecting prepayments, it shall enter into a written contract with the consumer, stipulating the specific content of the goods or services, price or fee, method of refunding prepayments, liability for breach of contract, and other matters.
经营者收取预付款后，应当按照与消费者的约定提供商品或者服务，不得降低商品或者服务质量，不得任意加价。经营者未按照约定提供商品或者服务的，应当按照消费者的要求履行约定或者退还预付款。
After collecting prepayments, the business operator shall provide goods or services in accordance with the agreement with the consumer, and shall not reduce the quality of goods or services or arbitrarily increase prices. If the business operator fails to provide goods or services as agreed, it shall perform the agreement or refund the prepayment at the consumer's request.
经营者出现重大经营风险，有可能影响经营者按照合同约定或者交易习惯正常提供商品或者服务的，应当停止收取预付款。经营者决定停业或者迁移服务场所的，应当提前告知消费者，并履行本条例第二十一条规定的义务。消费者依照国家有关规定或者合同约定，有权要求经营者继续履行提供商品或者服务的义务，或者要求退还未消费的预付款余额。
If a business operator experiences significant operational risks that may affect its ability to normally provide goods or services in accordance with the contract or trading practices, it shall stop collecting prepayments. If a business operator decides to cease business or relocate its service premises, it shall inform the consumer in advance and perform the obligations under Article 21 of these Regulations. In accordance with relevant state regulations or the contract, the consumer has the right to request the business operator to continue to perform the obligation to provide goods or services, or to request a refund of the unused prepayment balance.
经营者应当依法保护消费者的个人信息。经营者在提供商品或者服务时，不得过度收集消费者个人信息，不得采用一次概括授权、默认授权等方式，强制或者变相强制消费者同意收集、使用与经营活动无直接关系的个人信息。
Business operators shall protect consumers' personal information in accordance with the law. When providing goods or services, business operators shall not excessively collect consumers' personal information, and shall not use methods such as one-time blanket authorization or default authorization to force or constructively force consumers to consent to the collection and use of personal information that is not directly related to the business activities.
经营者处理包含消费者的生物识别、宗教信仰、特定身份、医疗健康、金融账户、行踪轨迹等信息以及不满十四周岁未成年人的个人信息等敏感个人信息的，应当符合有关法律、行政法规的规定。
If a business operator processes sensitive personal information, including consumers' biometric data, religious beliefs, specific identities, medical health, financial accounts, whereabouts, and personal information of minors under the age of 14, it shall comply with the provisions of relevant laws and administrative regulations.
未经消费者同意，经营者不得向消费者发送商业性信息或者拨打商业性电话。消费者同意接收商业性信息或者商业性电话的，经营者应当提供明确、便捷的取消方式。消费者选择取消的，经营者应当立即停止发送商业性信息或者拨打商业性电话。
Without the consumer's consent, business operators shall not send commercial information or make commercial calls to consumers. If a consumer agrees to receive commercial information or commercial calls, the business operator shall provide a clear and convenient cancellation method. If the consumer chooses to cancel, the business operator shall immediately stop sending commercial information or making commercial calls.
国家对消费者合法权益的保护
Protection of Consumers' Legitimate Rights and Interests by the State
各级人民政府应当加强对消费者权益保护工作的指导，组织、协调、督促有关行政部门落实消费者权益保护工作职责，提升消费者权益保护工作的法治化水平。
People's governments at all levels shall strengthen guidance on the protection of consumer rights and interests, organize, coordinate, and supervise relevant administrative departments to implement their responsibilities for the protection of consumer rights and interests, and enhance the legalization level of the protection of consumer rights and interests.
消费者与经营者发生消费者权益争议的，可以向市场监督管理部门或者其他有关行政部门投诉。
If a consumer has a dispute with a business operator over consumer rights and interests, the consumer may file a complaint with the market supervision and management department or other relevant administrative departments.
自然人、法人或者其他组织可以向市场监督管理部门或者其他有关行政部门举报，反映经营者涉嫌违法的线索。
Natural persons, legal persons, or other organizations may report to the market supervision and management department or other relevant administrative departments, providing clues about suspected illegal activities by business operators.
市场监督管理部门或者其他有关行政部门应当畅通和规范消费者投诉、举报渠道，完善投诉、举报处理流程，依法及时受理和处理投诉、举报，加强对投诉、举报信息的分析应用，开展消费预警和风险提示。
Market supervision and management departments or other relevant administrative departments shall smooth and standardize channels for consumer complaints and reports, improve the process for handling complaints and reports, accept and handle complaints and reports in a timely manner in accordance with the law, strengthen the analysis and application of complaint and report information, and carry out consumption warnings and risk alerts.
投诉、举报应当遵守法律、法规和有关规定，不得利用投诉、举报牟取不正当利益，侵害经营者的合法权益，扰乱市场经济秩序。
Complaints and reports shall comply with laws, regulations, and relevant provisions, and shall not be used to seek improper benefits, infringe upon the legitimate rights and interests of business operators, or disrupt the market economic order.
市场监督管理部门和其他有关行政部门应当加强消费者权益保护工作的协同配合和信息共享，依照法律、法规的规定，在各自的职责范围内，对经营者提供的商品和服务实施抽查检验等监管措施，及时查处侵害消费者合法权益的行为。
Market supervision and management departments and other relevant administrative departments shall strengthen coordination and information sharing in the protection of consumer rights and interests, and within their respective responsibilities, implement supervision measures such as spot checks and inspections on goods and services provided by business operators, and promptly investigate and deal with acts that infringe upon the legitimate rights and interests of consumers.
市场监督管理部门和其他有关行政部门应当加强消费领域信用体系建设，依法公示有关行政许可、行政处罚、抽查检验结果、消费投诉等信息，依法对违法失信经营者实施惩戒。
Market supervision and management departments and other relevant administrative departments shall strengthen the construction of a credit system in the consumer field, publicly disclose information on relevant administrative licenses, administrative penalties, spot check and inspection results, consumer complaints, etc., in accordance with the law, and impose sanctions on illegal and dishonest business operators in accordance with the law.
有关行政部门应当加强消费知识的宣传普及，倡导文明、健康、绿色消费，提高消费者依法、理性维权的意识和能力；加强对经营者的普法宣传、行政指导和合规指引，提高经营者依法经营的意识。
Relevant administrative departments shall strengthen the popularization and promotion of consumer knowledge, advocate civilized, healthy, and green consumption, and improve consumers' awareness and ability to protect their rights in accordance with the law and rationally; strengthen legal publicity, administrative guidance, and compliance guidance for business operators, and enhance business operators' awareness of operating in accordance with the law.
国家完善绿色消费的标准、认证和信息披露体系，鼓励经营者对商品和服务作出绿色消费方面的信息披露或者承诺，依法查处虚假信息披露和承诺的行为。
The State shall improve the standard, certification, and information disclosure system for green consumption, encourage business operators to disclose or commit to green consumption information on goods and services, and investigate and deal with false information disclosure and commitments in accordance with the law.
行业协会商会等组织应当加强行业自律，引导、督促经营者守法诚信经营，制定的行业规则、自律规则、示范合同和相关标准等应当有利于保护消费者合法权益。
Industry associations, chambers of commerce, and other organizations shall strengthen industry self-discipline, guide and urge business operators to operate in good faith and in compliance with the law, and the industry rules, self-discipline rules, model contracts, and relevant standards formulated shall be conducive to protecting the legitimate rights and interests of consumers.
国家鼓励、支持一切组织和个人对损害消费者合法权益的行为进行社会监督。
The State encourages and supports all organizations and individuals to conduct social supervision over acts that harm the legitimate rights and interests of consumers.
大众传播媒介应当真实、客观、公正地报道涉及消费者权益的相关事项，加强消费者维权相关知识的宣传普及，对损害消费者合法权益的行为进行舆论监督。
Mass media shall report on matters related to consumer rights and interests truthfully, objectively, and fairly, strengthen the popularization and promotion of knowledge related to consumer rights protection, and conduct public opinion supervision over acts that harm the legitimate rights and interests of consumers.
消费者组织
Consumer Organizations
消费者协会和其他依法成立的消费者组织应当按照消费者权益保护法的规定履行职责。
Consumers' associations and other consumer organizations established in accordance with the law shall perform their duties in accordance with the provisions of the Consumer Rights Protection Law.
各级人民政府应当加强消费者协会组织建设，对消费者协会履行职责予以必要的经费等支持。
People's governments at all levels shall strengthen the organizational construction of consumers' associations and provide necessary financial and other support for consumers' associations to perform their duties.
有关行政部门应当认真听取消费者协会的意见和建议。对于消费者协会向有关行政部门反映的侵害消费者合法权益的问题，有关行政部门应当及时调查处理并予以回复；对于立案查处的案件，有关行政部门应当将处理结果告知消费者协会。
Relevant administrative departments shall seriously listen to the opinions and suggestions of consumers' associations. For issues of infringement of consumers' legitimate rights and interests reported by consumers' associations to relevant administrative departments, the relevant administrative departments shall promptly investigate and deal with them and reply; for cases filed for investigation, the relevant administrative departments shall inform the consumers' association of the handling results.
消费者协会应当加强消费普法宣传和消费引导，向消费者提供消费维权服务与支持，提高消费者维护自身合法权益的能力。
Consumers' associations shall strengthen the popularization of consumer rights protection laws and consumer guidance, provide consumer rights protection services and support to consumers, and improve consumers' ability to protect their own legitimate rights and interests.
消费者协会应当及时总结、推广保护消费者合法权益的典型案例和经验做法，引导、支持经营者依法合规开展经营活动。
Consumers' associations shall promptly summarize and promote typical cases and experiences in protecting consumers' legitimate rights and interests, and guide and support business operators to carry out business activities in compliance with the law.
消费者协会可以组织开展比较试验、消费调查、消费评议、投诉信息公示、对投诉商品提请鉴定、发布消费提示警示等，反映商品和服务状况、消费者意见和消费维权情况。
Consumers' associations may organize and carry out comparative tests, consumer surveys, consumer evaluations, disclosure of complaint information, requests for appraisal of complained goods, issuance of consumption tips and warnings, etc., to reflect the status of goods and services, consumer opinions, and consumer rights protection situations.
消费者协会可以就消费者权益保护事项向有关经营者、行业组织提出改进意见或者进行指导谈话，加强消费者、经营者、行业组织、专业机构、有关行政部门等各相关方的组织协调，推动解决涉及消费者合法权益保护的重要问题。
Consumers' associations may propose improvement opinions or conduct guidance talks with relevant business operators and industry organizations on matters of consumer rights protection, strengthen the organization and coordination of consumers, business operators, industry organizations, professional institutions, relevant administrative departments, and other relevant parties, and promote the resolution of important issues involving the protection of consumers' legitimate rights and interests.
消费者协会可以就消费者投诉的损害消费者合法权益的行为开展调查，与有关经营者核实情况，约请有关经营者到场陈述事实意见、提供证据资料等。
Consumers' associations may conduct investigations into acts that harm consumers' legitimate rights and interests as complained by consumers, verify the situation with relevant business operators, invite relevant business operators to appear on site to state facts and opinions, provide evidence materials, etc.
对侵害众多消费者合法权益的行为，中国消费者协会以及在省、自治区、直辖市设立的消费者协会，可以向人民法院提起诉讼。
For acts that harm the legitimate rights and interests of many consumers, the China Consumers' Association and consumers' associations established in provinces, autonomous regions, and municipalities directly under the Central Government may file lawsuits with the people's courts.
争议的解决
Resolution of Disputes
消费者应当文明、理性消费，提高自我保护意识，依法维护自身合法权益，在发生消费争议时依法维权。
Consumers shall consume in a civilized and rational manner, enhance their self-protection awareness, safeguard their legitimate rights and interests in accordance with the law, and seek legal remedies when consumer disputes arise.
各级人民政府市场监督管理部门和其他有关行政部门应当推动、健全消费争议多元化解决机制，引导消费者依法通过协商、调解、投诉、仲裁、诉讼等方式维护自身合法权益。
Market supervision and management departments of people's governments at all levels and other relevant administrative departments shall promote and improve diversified mechanisms for resolving consumer disputes, and guide consumers to safeguard their legitimate rights and interests through negotiation, mediation, complaints, arbitration, litigation, and other means in accordance with the law.
经营者应当建立便捷、高效的投诉处理机制，及时解决消费争议。
Business operators shall establish convenient and efficient complaint handling mechanisms to promptly resolve consumer disputes.
鼓励和引导经营者建立健全首问负责、先行赔付、在线争议解决等制度，及时预防和解决消费争议。
Business operators are encouraged and guided to establish and improve systems such as first-inquiry responsibility, advance compensation, and online dispute resolution, to promptly prevent and resolve consumer disputes.
消费者和经营者发生消费争议，请求消费者协会或者依法成立的其他调解组织进行调解的，相关组织应当及时处理。
If a consumer and a business operator have a consumer dispute and request mediation by a consumers' association or other mediation organization established in accordance with the law, the relevant organization shall handle it promptly.
消费者和经营者发生消费争议向市场监督管理部门或者其他有关行政部门投诉的，应当提供真实身份信息，有明确的被投诉人、具体的投诉请求和事实依据。
If a consumer and a business operator have a consumer dispute and file a complaint with the market supervision and management department or other relevant administrative department, they shall provide true identity information, a clear respondent, specific complaint requests, and factual basis.
有关行政部门应当自收到投诉之日起7个工作日内，予以处理并告知消费者。对不符合规定的投诉决定不予受理的，应当告知消费者不予受理的理由和其他解决争议的途径。
The relevant administrative department shall, within 7 working days from the date of receiving the complaint, handle it and inform the consumer. If it decides not to accept a complaint that does not meet the requirements, it shall inform the consumer of the reasons for non-acceptance and other ways to resolve the dispute.
有关行政部门受理投诉后，消费者和经营者同意调解的，有关行政部门应当依据职责及时调解，并在受理之日起60日内调解完毕；调解不成的应当终止调解。调解过程中需要鉴定、检测的，鉴定、检测时间不计算在60日内。
After accepting a complaint, if the consumer and the business operator agree to mediation, the relevant administrative department shall promptly mediate in accordance with its duties and complete the mediation within 60 days from the date of acceptance; if mediation fails, it shall terminate the mediation. If appraisal or testing is needed during the mediation process, the time for appraisal or testing shall not be counted within the 60 days.
有关行政部门经消费者和经营者同意，可以依法将投诉委托消费者协会或者依法成立的其他调解组织调解。
With the consent of the consumer and the business operator, the relevant administrative department may entrust the complaint to a consumers' association or other mediation organization established in accordance with the law for mediation.
因消费争议需要对商品或者服务质量进行鉴定、检测的，消费者和经营者可以协商确定鉴定、检测机构。无法协商一致的，受理消费者投诉的市场监督管理部门或者其他有关行政部门可以指定鉴定、检测机构。
If appraisal or testing of the quality of goods or services is needed due to a consumer dispute, the consumer and the business operator may negotiate to determine the appraisal or testing institution. If no agreement can be reached, the market supervision and management department or other relevant administrative department that accepted the consumer complaint may designate an appraisal or testing institution.
对于重大、复杂、涉及众多消费者合法权益的消费争议，可以由市场监督管理部门或者其他有关行政部门纳入抽查检验程序，委托具备相应资质的机构进行鉴定、检测。
For major, complex consumer disputes involving the legitimate rights and interests of many consumers, the market supervision and management department or other relevant administrative department may include them in the spot check and inspection procedures and entrust an institution with corresponding qualifications to conduct appraisal or testing.
法 律 责 任
Legal Liability
经营者提供商品或者服务，违反消费者权益保护法和本条例有关规定，侵害消费者合法权益的，依法承担民事责任。
If a business operator provides goods or services in violation of the Consumer Rights Protection Law and the relevant provisions of these Regulations, infringing upon the legitimate rights and interests of consumers, it shall bear civil liability in accordance with the law.
经营者提供商品或者服务有欺诈行为的，消费者有权根据消费者权益保护法第五十五条第一款的规定要求经营者予以赔偿。但是，商品或者服务的标签标识、说明书、宣传材料等存在不影响商品或者服务质量且不会对消费者造成误导的瑕疵的除外。
If a business operator engages in fraudulent conduct in providing goods or services, the consumer has the right to request compensation from the business operator in accordance with the provisions of Article 55, Paragraph 1 of the Consumer Rights Protection Law. However, this does not apply if the label, instruction manual, promotional materials, etc., of the goods or services have defects that do not affect the quality of the goods or services and will not mislead consumers.
通过夹带、掉包、造假、篡改商品生产日期、捏造事实等方式骗取经营者的赔偿或者对经营者进行敲诈勒索的，不适用消费者权益保护法第五十五条第一款的规定，依照《中华人民共和国治安管理处罚法》等有关法律、法规处理；构成犯罪的，依法追究刑事责任。
If a person obtains compensation from a business operator or extorts the business operator by means such as inserting, swapping, counterfeiting, tampering with the production date of goods, fabricating facts, etc., the provisions of Article 55, Paragraph 1 of the Consumer Rights Protection Law shall not apply, and the matter shall be handled in accordance with the Public Security Administration Punishments Law of the People's Republic of China and other relevant laws and regulations; if a crime is constituted, criminal liability shall be pursued in accordance with the law.
经营者违反本条例第十条至第十四条、第十六条、第十七条、第十九条至第二十一条规定，其他有关法律、法规对处罚机关和处罚方式有规定的，依照法律、法规的规定执行；法律、法规未作规定的，由市场监督管理部门或者其他有关行政部门责令改正，可以根据情节单处或者并处警告、没收违法所得、处以违法所得1倍以上5倍以下的罚款，没有违法所得的，处以30万元以下的罚款；情节严重的，责令停业整顿、吊销营业执照。
If a business operator violates the provisions of Articles 10 to 14, 16, 17, 19 to 21 of these Regulations, and other relevant laws and regulations have provisions on the punishing authority and methods, those provisions shall be followed; if laws and regulations have no provisions, the market supervision and management department or other relevant administrative department shall order correction, and may, depending on the circumstances, impose a warning, confiscate illegal gains, impose a fine of not less than one time but not more than five times the illegal gains, or if there are no illegal gains, impose a fine of not more than 300,000 yuan; if the circumstances are serious, order a suspension of business for rectification or revoke the business license.
经营者违反本条例第二十二条规定的，由有关行政部门责令改正，可以根据情节单处或者并处警告、没收违法所得、处以违法所得1倍以上10倍以下的罚款，没有违法所得的，处以50万元以下的罚款；情节严重的，责令停业整顿、吊销营业执照。
If a business operator violates the provisions of Article 22 of these Regulations, the relevant administrative department shall order correction, and may, depending on the circumstances, impose a warning, confiscate illegal gains, impose a fine of not less than one time but not more than ten times the illegal gains, or if there are no illegal gains, impose a fine of not more than 500,000 yuan; if the circumstances are serious, order a suspension of business for rectification or revoke the business license.
经营者违反本条例其他规定的，依照消费者权益保护法第五十六条的规定予以处罚。
If a business operator violates other provisions of these Regulations, it shall be punished in accordance with Article 56 of the Consumer Rights Protection Law.
经营者主动消除或者减轻违法行为危害后果的，违法行为轻微并及时改正且没有造成危害后果的，或者初次违法且危害后果轻微并及时改正的，依照《中华人民共和国行政处罚法》的规定从轻、减轻或者不予处罚。
If a business operator voluntarily eliminates or mitigates the harmful consequences of the illegal act, the illegal act is minor and promptly corrected without causing harmful consequences, or the first illegal act with minor harmful consequences and promptly corrected, the punishment shall be mitigated, reduced, or exempted in accordance with the Administrative Penalty Law of the People's Republic of China.
有关行政部门工作人员未按照本条例规定履行消费者权益保护职责，玩忽职守或者包庇经营者侵害消费者合法权益的行为的，依法给予处分；构成犯罪的，依法追究刑事责任。
If a staff member of a relevant administrative department fails to perform the duties of protecting consumer rights and interests in accordance with these Regulations, neglects duties, or covers up acts of business operators infringing upon consumers' legitimate rights and interests, disciplinary action shall be taken in accordance with the law; if a crime is constituted, criminal liability shall be pursued in accordance with the law.
附 则
Supplementary Provisions
本条例自2024年7月1日起施行。
These Regulations shall come into force on July 1, 2024.