12315

12315 is the national consumer complaint and reporting hotline in the People’s Republic of China. It is operated by the State Administration for Market Regulation (SAMR) and coordinated with provincial market regulators and other relevant authorities. The service serves as a central channel for consumers to report issues related to goods, services, advertising, and marketplace practices, and it supports the enforcement of consumer protection rules.

The scope of 12315 covers a range of concerns, including defective products, false or misleading advertising, price violations, and unfair or fraudulent practices. It also addresses complaints arising from e-commerce and online platforms, cross-border purchases, and other market activities. In addition to handling complaints, the program provides guidance on consumer rights, facilitates mediation or referral to appropriate authorities, and assists in investigations. Data collected through 12315 contributes to regulatory oversight, policy development, and enforcement planning.

Operation and access are nationwide, with complaints accepted by telephone at 12315 as well as through official online channels such as websites and mobile apps. Local regulators participate in processing and coordinating actions, and online platforms may route or share relevant information to support resolution. While 12315 can prompt investigations and penalties, it does not function as a court and its outcomes depend on subsequent regulatory or judicial processes.

Overall, 12315 serves as a central mechanism for consumer protection, aiming to improve market fairness and accountability by aggregating complaints, guiding remedies, and informing regulatory action.