Analysis For Handling Reported Complaints On Quality And Technology Supervision

This paper researches business data retrieved from the call centre 12365 for reporting complaints on quality and technology supervision in Nantong, and information on the settlement of the reported complaints. The sample for the needs of this paper includes data about reports made by the public, consumers' complaints on quality, hearing and settlement of the complaints, collected between 2009 until 2013 from the Quality Supervision Department(including the directly subordinate units). Using statistics it is found: in a five-year period of time, between 2009 and 2013, there is an increasing trend in the quantity of the reported complaints that Quality Supervision Department in Nantong has heard and, as regards aspects such as the scope of the guidance, methods of settlement, public participation, it seems that they follow a characteristic of certain categorization. After analysis of the data it draws the following conclusions: firstly, reporting complaints is an important means for the public to protect their personal rights, participate in administrative activities and supervise the administrative authority. The Quality Supervision Department has achieved through the reported complaints to successfully investigate and settle various illegal behaviors of serious and indirect nature, effectively protect the safety of quality in the market of the city; secondly, the success rate for mediating consumers' complaints is always low, and it is easy for administrative disputes to be triggered which has legal risks for the Quality Supervision Department, thus leaving the successful function of the hotline 12365 to lag behind. Finally, this paper analyses the impact of this method of the public to report complaints in regard with the public participation in administrative enforcement procedures; it points out the current problems and attempts to propose countermeasures.