Consumption is an important measure of urban development potential. Over the past 10 years, the scale of Shenzhen's consumer market has continued to expand, and the total retail sales of social consumer goods has increased from 352.09 billion yuan in 2011 to 949.812 billion yuan in 2021. Consumption has become the main driving force for the stable recovery of Shenzhen's economy. Consumer protection is an important livelihood project. Under the guidance of the state, provinces and cities, Shenzhen market supervision bureau strictly implements the "four strictest", comprehensively promotes market supervision, quality supervision and safety supervision, and focuses on strengthening the protection of consumers' rights and interests, so as to make citizens feel at ease in consumption, safe consumption and quality consumption. Working mechanism?? Carry out special law enforcement in key areas to form a pattern of social co governance and protection The protection of consumers' rights and interests is closely related to the people's sense of gain, happiness and security. "In terms of market supervision, the protection of consumers' rights and interests is one of our main responsibilities. The main goal is to build three environments, including a loose and convenient market access environment, a fair and orderly market competition environment and a safe and assured market consumption environment." Li Zhong, party secretary and director of Shenzhen market supervision bureau, said. In order to better build the market consumption environment, Shenzhen gives play to the role of the Joint Conference on the protection of consumers' rights and interests. Market supervision cooperates with 29 functional departments such as public security, courts, justice, commerce, customs, health and banking insurance supervision to carry out the creation of assured consumption and special law enforcement in key areas. At the same time, the Shenzhen Consumer Council has played a bridge role, improved the mechanisms of information sharing, difficulty consultation and joint mediation of consumer rights protection, and formed a general pattern of social co governance and protection dominated by the government, enterprise autonomy, industry self-discipline, social supervision and consumer participation. In terms of law enforcement in key areas, Shenzhen has deeply carried out the "iron fist" action for people's livelihood, and achieved remarkable results in the real estate market, illegal refined oil, after-school training and other fields. Last year, the Shenzhen municipal market supervision bureau investigated and dealt with 25000 cases of all kinds, with a fine of 160 million yuan. It strictly investigated and dealt with a number of major typical cases, such as the illegal case of Yikangyuan food, the "11.9" super fake and shoddy diesel oil case, the first national case of protecting the rights of owners in the civil code, and concentrated on the destruction of 610 tons of smuggled frozen goods and other confiscated items. In terms of safeguarding consumer rights in the market, in 2021, Shenzhen Market Supervision Bureau received 658000 complaints and reports, and the "12315" efficiency evaluation ranked first in Guangdong Province. It vigorously carried out the project to improve consumer satisfaction, achieved remarkable results in rectifying the infringement of prepaid consumption in key areas such as fitness, beauty and hairdressing, and the settlement rate of consumer disputes reached 91%. At the same time, speed up the legislative process of consumer protection in Shenzhen Special Economic Zone and improve the departmental coordination mechanism. At present, Shenzhen is accelerating the construction of an international consumption center city. Shenzhen Municipal Market Supervision Bureau has carried out the selection of "Shenzhen hand gift" and the consumer observation of "Shenzhen products", so that high-quality enterprises and goods can be seen by consumers, expand Shenzhen brands, promote the return of consumption, and help the high-quality development of Shenzhen economy. Progress and effectiveness?? Set up a service station for consumer rights and interests, so that consumer rights protection can reach consumers directly With the building of an international consumption center city, Shenzhen citizens are increasingly concerned about the construction of consumption environment. Recently, the Shenzhen Municipal Market Supervision Bureau promoted the establishment of the "Shenzhen leading group for promoting the construction of a safe consumption environment", and took the lead in formulating a work plan, striving to optimize the supply of consumer goods and services, promote the construction of a safe consumption environment and strengthen the protection of consumers' rights and interests through about three years of efforts in the three areas of consumption supply, consumption environment and consumer rights protection, Improve consumer satisfaction. In 2021, the complaint handling rate in Shenzhen was improved; 735 community and enterprise consumer rights service stations have been set up in the whole city, so that the work of consumer rights protection can reach consumers directly; Carry out offline unreasonable return activities and create 3112 "offline unreasonable return commitment stores" to create a model publicity; Strengthen contract administrative supervision, issue the model text of Shenzhen elderly care service contract, standardize the service behavior of Shenzhen elderly care institutions, correct unfair standard terms in the field of elderly care, and protect the legitimate rights and interests of the elderly. "In recent years, our department has received many complaints and reports, especially in the purchase of health products by the elderly." Li Zhong said. In daily supervision, law enforcement officers found that some stores were highly hidden, the quality of health products sold was uneven, and some sources were unknown or even fake and shoddy. During the on-site inspection, the store licenses were complete, and most of them had no or only a small amount of health products in stock. In the process of inquiry, investigation and evidence collection, some consumers did not cooperate to provide evidence and other problems, which brought some difficulties to law enforcement and supervision. "This year, we will adopt new strategies. In addition to strengthening supervision and timely handling complaints and reports, we will also sort out key regulatory objects through data collection and data analysis, carry out key touch and arrange investigations, and carry out normalized crackdown on relevant illegal acts." Li Zhong said. At the same time, the market supervision department will carry out special law enforcement actions in combination with some important time nodes to focus on cracking down on bad illegal acts. Those suspected of crimes will be resolutely transferred to the public security organ, so as to jointly create a good market order of health products. "In the next step, the Department of the market supervision bureau will also focus on key consumption areas, build a three-level consumption rights protection system of cities, districts and streets, link functional departments at all levels, and form a working pattern of diversified and assured consumption environment construction with close cooperation." Li Zhong said. Response hotspot?? The number of complaints about prepaid consumption has increased, and legislation is proposed to protect the rights and interests of consumers In the field of consumer rights protection with frequent hot spots, Shenzhen market supervision bureau responded to the hot spots in time to solve the urgent difficulties and expectations of the people. In recent years, the number of complaints about prepaid consumption disputes has increased year by year. In 2021, Shenzhen Consumer Committee received more than 40000 complaints about prepaid consumption, accounting for about one quarter of the total complaints, mainly involving education and training, fitness, beauty salon and other industries. In view of the problem of prepaid consumption with many disputes and difficult to solve, Shenzhen market supervision and joint education and other departments strengthen the supervision of the education and training industry, concentrate on investigating and dealing with a number of illegal acts such as fictitious original prices, false publicity, illegal advertisements and format terms, increase exposure, strengthen consumption warnings, guide rational consumption, and strive to rectify the fields and links strongly reflected by consumers. In addition, give full play to the power of social supervision and solve consumption disputes in a diversified way. Specifically, first, the consumption evaluation index is deeply applied, and the consumption evaluation index is regularly published and displayed through all channels through platforms such as Shenzhen credit network, I Shenzhen and aiqicha; Second, explore the third-party custody of prepaid consumption funds, jointly carry out the activity of "good people raise their hands" with relevant industry associations, promote 80 enterprises related to prepaid consumption such as after-school training, independently promise to provide higher standard products and services to the society, and promise to accept the custody of prepaid funds; Third, implement the hierarchical publicity system of complaint information, and publicize the complaint information in different degrees and channels according to the degree of complaint mediation cooperation. A total of 41143 complaints were publicized in 2021, promoting more than a quarter of the complaints to be responded to and resolved in a timely manner. In terms of credit push and early warning and locking of enterprise registration information, in 2021, Shenzhen Consumer Council pushed the information of the operators and their main principals of 30 seriously dishonest enterprises who failed to return the advance payment to consumers as agreed to the Shenzhen public credit center, and restricted the cancellation function of dishonest enterprises by locking the enterprise registration information. In addition, Shenzhen also strongly supports consumers to file a lawsuit against seriously dishonest businesses, claim compensation according to law, and push the operators who refuse to perform the obligations specified in the effective legal documents to the list of dishonest Executees of the Supreme People's court, which forms a deterrent to runaway operators. At present, Shenzhen has comprehensively carried out the legislative work of the regulations on the protection of consumers' rights and interests of the Shenzhen Special Economic Zone, included the protection of consumers' rights and interests of prepaid consumption in the regulations, clarified the responsibilities of operators and regulatory departments in prepaid consumption, and made the market-oriented model of the supervision of prepaid consumption funds Legal. (Xinhua News Agency)