北京发布全国首部消费纠纷行政调解服务地方标准|麻花豆传媒剧国产免费mv豆丁网
中新网北京7月3日电 (记者 吕少威)记者3日从北京市市场监管局获悉,近日,全国首部消费纠纷行政调解服务地方标准《消费纠纷行政调解服务规范 市场监管领域》(DB11/T2443—2025)发布,将于2025年10月1日正式实施。该标准针对消费者跨区域维权中程序有差异、成本增高等痛点,在实施的时效、覆盖面及司法保障的主动性等方面进行了规范改进,这是社会治理中完善消费者权益保护机制的有益创新,为提升消费纠纷投诉解决率执行率提供了保障,使行政调解工作更好地服务消费者。
作为全国首部适用于市场监管部门开展的消费纠纷行政调解服务的地方标准,主要规范了以下内容:
一是严格受理时限等基本要求。明确组织、人员、方式、时限相关要求。其中调解可采取现场或非现场方式;时限自投诉受理之日起60日内完成调解,调解过程中鉴定、检测时间不计算在内。
二是精准明晰调解范围适用。明确调解范围为市场监管部门依职责处理的消费纠纷,包括与商品相关的产品性能、规格等级、有效期限等纠纷;与商品相关的广告宣传、明码标价、称重计量等纠纷以及其他依职责处理的消费纠纷。
三是全面规范服务流程标准。明确服务流程包括受理确认、实施调解及调解结果。在受理确认环节,调解人员要复核投诉材料,与双方当事人确定是否调解及调解方式,说明调解相关事宜。在实施调解环节,调解人员要向双方当事人告知自己的身份,并核实双方当事人身份,宣布调解注意事项,采用说理、讲法、劝导等方式,引导双方当事人减少分歧,促使双方当事人达成调解协议。在调解结果环节,现场调解达成一致意见的,可视情况制作或不制作调解协议书;非现场调解达成或未达成一致意见的,应经双方当事人口头确认。
该标准制定过程中有两大创新,一是强调部门协同。标准服务流程中明确“涉及不同行业领域、涉群体性等复杂消费纠纷的,调解时宜与有关部门、行业组织等进行会商”,进一步强化部门协同配合保护消费者合法权益。二是司法衔接服务。在总结北京市房山区消费领域纠纷调解协议“一站式”司法确认机制经验的基础上,标准创新性增加了现场调解环节中的司法确认内容,赋予调解协议与法院判决书同等法律效力。这种行政机关与司法机关的双效权威叠加机制,能够促使商家和解,极大提升了消费纠纷解决率。(完)
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