(Fighting against New Coronary Pneumonia) Zhejiang publishes the principles for handling complaints involving epidemic diseases: according to the opinions of the competent authorities of the industry
China News Service, Hangzhou, April 7th (Reporter Hu Yixin) On the 7th, the reporter learned from the news conference of the prevention and control of the new coronavirus pneumonia epidemic in Zhejiang Province (Chapter 42) that in handling complaints related to epidemic consumption, Zhejiang The general principle of the provincial market supervision department's disposal is that if the competent authorities of civil aviation, high-speed rail, tourism services and other industries have clear calibers related to the cancellation of subscriptions and fees, they shall strictly follow the opinions of the competent authorities of relevant industries; , Encourage consumers to negotiate with operators, reconcile themselves, and market supervision departments organize mediation.
Ma Jianping, deputy director of the Zhejiang Provincial Market Supervision Bureau, introduced that since the occurrence of the New Coronary Pneumonia epidemic, the complaints received by the Zhejiang Provincial Market Supervision Department mainly focused on three unsubscribed transportation and travel ticket bookings, catering unsubscribed refunds, and anti-epidemic protective equipment aspect.
"If the industry competent department has a clear caliber for unsubscribing and refunding fees, strictly follow the opinions of the relevant industry competent authorities, and guide the operator to refund the relevant fees according to the regulations." Ma Jianping said that the operator did not perform the contract and refused to refund It is recommended that consumers take the judicial approach and the market supervision department provides the necessary support. At the same time, the market supervision department will investigate and punish illegal acts discovered during the process of complaint mediation.
Regarding the cancellation of subscriptions and fees for tourism services, Ma Jianping stated that if the travel contract cannot be fulfilled due to the epidemic control measures, the market supervision department will guide the enterprise to change the contract execution time and choose the appropriate time for consumers in accordance with the principle of benefiting consumers Continue to perform; if the consumer insists on canceling the contract and refunding the fee, the Bureau will cooperate with the cultural and tourism department to verify the actual expenses incurred by the operator, and guide the two parties to jointly bear the loss in accordance with the principle of fairness; Or, as stipulated in the contract, the bureau will transfer it to the tourism administrative law enforcement department in the form of illegal clues.
"The market supervision department is based on the principle of mutual understanding and concessions in mediation, specific analysis of the specific situation, and resolve conflicts and disputes as much as possible." Regarding how to deal with the disputes of unsubscribe and refund fees for catering services, Ma Jianping said that for special catering reservations such as wedding banquets, If there is evidence to prove that actual losses have been incurred for the performance of the contract, the parties shall share the relevant expenses reasonably according to the principle of fairness.
Regarding the handling of complaints related to epidemic-resistant protective products, Ma Jianping said that if the delivery is delayed or cannot be delivered due to government deployment, the operator shall not be liable for breach of contract; the operator knows that the epidemic-related products are counterfeit and shoddy products that are still sold to consumers If it constitutes fraud, it should increase the compensation for the losses suffered by the consumer according to the consumer ’s request; if the consumer fails to return the goods due to the outage caused by the epidemic when shopping through the online platform, as long as the return is submitted to the operator within 7 days from the day of signing Those who apply, are not regarded as consumers giving up the return request. (Finish)