Notice of the Ministry of Commerce and the Ministry of Finance on Improving the Public Service System for Regulating Circulation Field Markets

商务部、财政部关于完善流通领域市场监管公共服务体系的通知

 

Promulgating Institution: Ministry of Commerce and Ministry of Finance

Promulgating Date: 06/05/2009

Effective Date: 06/05/2009

颁布机关: 商务部; 财政部

颁布时间: 06/05/2009

实施时间: 06/05/2009

 

To the commercial authorities and Departments (Bureaus) of Finance in all provinces, autonomous regions, municipalities directly under the Central Government, cities specifically designated under the State plan and the Bureau of Commerce and the Bureau of Finance of the Xinjiang Production and Construction Corps: 

The Ministry of Commerce and the Ministry of Finance decide to extend networks, expand functions and further improve the regulatory public service system for circulation field markets, based on the existing 12312 information reporting and complaint service center (hereinafter referred to as the "12312 service center"), as required by the Certain Opinions of the General Office of the State Council on Rejuvenating Circulation and Expanding Consumption (Guo Ban Fa [2008] No.134) and the Notice of the Ministry of Finance and the Ministry of Commerce on Implementing Fund Management to Support the Rejuvenation of Circulation and Expansion of Consumption (Cai Jian [2009] No.16). This Notice on relevant matters is hereby issued as follows:

    各省、自治区、直辖市、计划单列市商务主管部门、财政厅(局),新疆生产建设兵团商务局、财务局:

    根据《国务院办公厅关于搞活流通扩大消费的若干意见》(国办发[2008]134号)和《财政部商务部关于做好支持搞活流通扩大消费有关资金管理的通知》(财建[2009]16号)要求,商务部、财政部决定依托现有12312举报投诉服务中心(以下简称12312服务中心),延伸网络,扩展功能,进一步完善流通领域市场监管公共服务体系。有关事项通知如下:

1. Work objectives

To establish a public service system for regulating circulation field markets relying on commercial law enforcement force and capabilities of quick response and emergency response under the support of modern information technology, based on the existing 12312 service center, with the provincial and municipal 12312 service centers as the backbone, to smoothen the channel for reporting information and lodging complaints with respect to the circulation field, strengthen market regulation and maintain the circulation order.

       一、工作目标

    以现有12312服务中心为基础,建成以省、市两级12312服务中心为主体,以商务执法队伍为依托,以现代信息技术为支撑,具备快速反应和应急处置能力的流通领域市场监管公共服务体系,畅通流通领域举报投诉服务渠道,切实强化市场监管,维护流通秩序。

2. Establish a sound service network for information reporting and complaints

Improve the existing provincial 12312 service centers, establish 12312 service centers in cities above the prefecture level and information reporting and complaint service contact points at the county level, to form a service network for information reporting and complaint that integrates service centers at provincial, municipal and county levels, as a public service window for information reporting, complaint and consultation in circulation fields such as live hog slaughtering, wine circulation, franchise, retailer promotion, retailer-supplier transactions and recycling of obsolete cars, "home appliances going to the rural areas", "cars/motorcycles going to the rural areas", etc., and as a work platform for summarizing data and statistics from law enforcement, information reporting ,complaining, etc.

(1) Improve provincial 12312 service centers

Provincial commercial authorities shall further improve the existing 12312 service centers, open online windows for information reporting and complaining on the Internet, adjust roles and responsibilities and expand work scopes. The centers are responsible for: 

(a) Guiding and supervising the 12312 service centers at prefecture and municipal levels in the corresponding province (autonomous region, municipality) authorized by commercial authorities. 

(b) Receiving online information reporting and complaints involving the corresponding province (autonomous region, municipality). 

(c) Assisting law enforcement force in handling major cases and trans-regional cases. 

(d) Carrying out statistics of, summarizing, analyzing and submitting the information and data on reporting and complaints in the corresponding province (autonomous region, municipality), data on law enforcement, etc. 

(e) Organizing the relevant publicity and training. 

(f) Maintaining local sub-websites of the China Market Order Website (www.12312.gov.cn). 

Before the 12312 reporting and complaint hotline is made available in the provincial capital or other cities at the prefecture level, the provincial 12312 service center shall continue to handle information reporting and complaints and provide consultancy to ensure the continuance of work. 

(2) Establish and improve 12312 service centers in cities above the prefecture level

Commercial authorities in cities above the prefecture level shall set up 12312 service centers, open the 12312 reporting and complaint service hotline and make statistics, summary, etc. of data on law enforcement, reporting and complaint, etc. as the primary channel providing reporting, compliant and consultation services. The service center shall have reaching the following requirements: 

(a) Establish special institutions, staffed with a certain number of workers. Staff members shall be professionally trained and hold certificates. If the conditions are not mature, such institutions can be set within commercial law enforcement force, with full-time staff employed, necessary guarantee shall be provided for work expenses and personnel wages. 

(b) Relatively independent office space shall be available, basically covering an area of no less than 50 square meters, and decorated in the uniform logo and style determined by the Ministry of Commerce.  

(c) Hardware equipment, such as computers, PC operator seat, 12312 voice call and answer all-in-one machine, network switches, operating consoles, application servers etc. needed for handling reporting, complaints and consultancy and carrying out statistics and summary of data. 

(d) Establish work mechanisms for reporting & complaint transfer, case supervision, data statistics, summary, etc., to form a complete procedure for the distribution, transfer, handling and feedback of reporting and complaint cases. 

(e) Establish a reporting and complaint rewarding system. 

(3) Set up county-level 12312 reporting and complaint service contact points

County-level commercial authorities shall assign dedicated personnel in commercial law enforcement force and provide necessary equipment, as the contact points of commercial law enforcement force with prefecture- and municipal-level 12312 service centers, and with superior commercial law enforcement force, and separate institutions shall not be established. Main responsibilities: 

(a) Responsible for processing correspondences from and visits of the people in circulation fields.  

(b) Responsible for receiving reporting and complaint cases transferred by prefecture- and municipal-level 12312 service centers to the commercial law enforcement force at the same level and feeding back timely information on handling thereof. 

(c) Responsible for reporting timely cases that need to be dealt with by the law enforcement force of superior commercial authorities through prefecture- and municipal-level 12312 service centers. 

(d) Responsible for collecting and reporting unexpected events that disrupt the circulation order, and reporting relevant data and information on law enforcement.

       二、建立健全举报投诉服务工作网络

    完善现有省级12312服务中心,建设地级以上城市12312服务中心以及县级举报投诉服务联系点,形成省、市、县上下一体的举报投诉服务工作网络,作为生猪屠宰、酒类流通、特许经营、零售商促销、零供交易、报废汽车回收、“家电下乡”、“汽车摩托车下乡”等流通领域举报投诉、咨询服务的公共服务窗口,执法和举报投诉等方面数据统计汇总的工作平台。

    (一)完善省级12312服务中心

    省级商务主管部门要进一步完善现有12312服务中心,开通互联网在线举报投诉窗口,调整工作职能,拓宽工作范围。中心主要负责:

    1.受商务主管部门委托,承担指导、督促本省(区、市)地市级12312服务中心有关工作。

    2.接收涉及本省(区、市)的互联网在线举报投诉。

    3.协助执法队伍督办处理重大案件和跨区域案件。

    4.统计、汇总、分析、上报本省(区、市)举报投诉信息、数据,以及执法数据等。

    5.组织开展相关宣传及培训工作。

    6.维护中国市场秩序网(www.12312.gov.cn)地方子站。

    所在省会城市或其他地级城市未开通12312举报投诉热线前,省级12312服务中心要继续承担其举报投诉和咨询工作,确保工作有效衔接。

    (二)建设完善地级以上城市12312服务中心

    地级以上城市商务主管部门建设12312服务中心,开通12312举报投诉服务热线,作为承担举报投诉咨询服务的主渠道,同时承担执法和举报投诉等方面数据统计汇总等工作。应达到以下条件:

    1.成立专门机构,配备一定数量的工作人员。条件不成熟的,也可设在商务执法队伍内部,安排专职工作人员,保障工作经费和人员工资。工作人员须经过专业培训,持证上岗。

    2.有相对独立的办公场所,面积原则上不少于50平方米,并按照商务部确定的统一标识和风格进行装修。

    3.配备开展举报投诉咨询服务及数据统计汇总工作所需要的电脑、PC坐席台、12312语音呼叫应答一体机、网络交换机、操作控制台及应用服务器等软硬件设备。

    4.建立举报投诉流转、案件督办、数据统计汇总等工作机制,形成完整的举报投诉案件分流、转交、办理、反馈流程。

    5.建立举报投诉奖励制度。

    (三)设立县级12312举报投诉服务联系点

    县级商务主管部门在商务执法队伍内部安排专人,配备必要的设备,作为商务执法队伍与地市级12312服务中心,以及上级商务执法队伍之间的联系点,不单设机构。主要负责:

    1.处理流通领域群众来信来访。

    2.接收地市级12312服务中心转交本级商务执法队伍处理的举报投诉案件,及时反馈处理情况。

    3.通过地市级12312服务中心,及时上报需由上级商务主管部门执法队伍处理的案件。

    4.采集上报扰乱流通秩序的突发事件,报送有关执法数据和信息。

3. Further improve of capabilities in quick response and emergency handling  

Integrate, reinforce and strengthen the existing commercial law enforcement forces, as the power of the 12312 service center for quick response and emergency handling, to ensure the timely and effective handling of the reporting and complaint cases received. 

(1) Establish a mechanism for cooperation between provincial-level commercial law enforcement force and 12312 service centers

The provincial-level commercial authorities shall work on and establish a mechanism for cooperation and emergency handling between internal commercial law enforcement force and the 12312 service center, and tighten the connection between them. Major reporting and complaint cases shall be investigated and handled by commercial law enforcement force, and relevant information on law enforcement shall be uniformly summarized and reported by the 12312 service center. 

(2) Improve the capabilities of municipal and county commercial law enforcement force in quick response and emergency handling

Municipal- and county-level commercial authorities shall integrate, reinforce and strengthen existing law enforcement forces, provide necessary law-enforcement equipment for transportation, communication, quick detection, investigation and evidence collecting, protection, etc., strengthen training of law enforcement personnel in laws and regulations, professional skills and relevant knowledge so as to improve their capabilities in law enforcement; establish a sound mechanism for quick response and emergency handling, to improve the capabilities in market supervision and emergency handling.

       三、加强快速反应和应急处置能力建设

    整合、充实、加强现有商务执法队伍,作为12312服务中心的快速反应和应急处置力量,保证接收的举报投诉案件得到及时有效处理。

    (一)建立省级商务执法队伍与12312服务中心间协作配合机制

    省级商务主管部门要探索建立内部商务执法队伍与12312服务中心间的协作配合及应急处置机制,密切二者工作联系。重大举报投诉案件由商务执法队伍进行调查处理,相关执法数据信息由12312服务中心统一汇总上报。

    (二)提高市县商务执法队伍快速反应和应急处置能力

    市、县级商务主管部门要整合、充实、加强现有执法力量,配备必要的交通、通讯、快速检测、调查取证、防护等执法装备,加强执法人员法律法规、业务技能及相关知识培训,提高执法能力。建立健全快速反应和应急处置机制,提高市场监管水平和突发事件处置能力。

4. Build an information technology-based backstage support service system

Utilize modern information technology to build a backstage support service system so as to provide a transmission channel for electronic data and information for the public service system for regulating circulation field markets. 

(1) Transform the central backstage support service system

The Ministry of Commerce shall transform the existing central database, and subsystems for reporting and complaint transfer, official document transmission, voice calling, centralized management, etc. to realize functions such as statistics & summary, comprehensive analysis, classified inquiry, etc.; 

(2) Build local information technology-based data terminals 

All provincial, municipal and county level commercial authorities shall make available corresponding information technology-based data terminals according to the uniform standards and technical requirements (the specific plans will be issued separately) determined by the Ministry of Commerce, to connect with the central backstage support service system, with the central, provincial, municipal and county systems interconnected horizontally and vertically to ensure quick transmission of data and information.

       四、搭建信息化的后台支撑服务系统

    运用现代信息技术,搭建后台支撑服务系统,为流通领域市场监管公共服务体系提供电子数据信息传输通道。

    (一)改造中央后台支撑服务系统

    商务部改造现有中央数据库,以及举报投诉流转、公文传输、语音呼叫、集中管理等子系统,实现数据统计汇总、综合分析、分类查询等功能。

    (二)建设地方信息化数据终端

    各省、市、县级商务主管部门要按照商务部确定的统一标准和技术要求(具体方案另发),为12312服务中心(联系点)配备相应的信息化数据终端设备,与中央后台支撑服务系统对接,实现中央、省、市、县四级上下贯通、横向连接,保证数据信息快速传输。

5. Work arrangement and requirements 

(1) The Ministry of Commerce shall, along with the Ministry of Finance, carry out unified planning of the public service system for regulating the circulation field market nationwide and formulate specific construction standards and work requirements; all provincial commercial authorities shall, along with the fiscal departments at the same level, develop a work plan, and arrange and organize the implementation of the construction of the public service system for regulating circulation field markets of the province (autonomous region, municipality). 

(2) The commercial and fiscal departments of all cities and counties shall, in accordance with the unified arrangement and requirements of the province (autonomous region, municipality), build a public service system for regulating local circulation field markets. 

(3) Awards shall be granted for the qualified building of public service systems for regulating circulation field markets from the special funds of the Central Treasury for promoting the development of the service sector. In 2009, the focus of support is laid on pilot cities and counties for comprehensive administrative law enforcement in commerce. The specific measures will be issued separately. 

(4) All local authorities shall strengthen the organization and leadership of the building of the public service system for regulating circulation field markets, carry out overall planning and work arrangement, clarify work requirements and determine responsibilities; strengthen inspections and studies, accurately assess work performance and timely summarize experience. For any problems and relevant suggestions encountered during work, please timely report to the Ministry of Commerce (Market Order Division) and the Ministry of Finance (Economic Development Division).

Ministry of Commerce

Ministry of Finance

June 5, 2009

       五、工作安排及要求

    （一）商务部会同财政部对全国流通领域市场监管公共服务体系进行统一规划，制定具体建设标准和工作要求;各省级商务主管部门会同本级财政部门制定工作方案，统筹安排并组织实施本省（区、市）流通领域市场监管公共服务体系建设。

    （二）各市县商务、财政部门根据本省（区、市）统一工作部署及要求，建设本地流通领域市场监管公共服务体系。

    （三）中央财政促进服务业发展专项资金将对符合条件的流通领域市场监管公共服务体系建设给予奖励。2009年主要支持商务综合行政执法试点市、县。具体办法另行下发。

    （四）各地要切实加强对流通领域市场监管公共服务体系建设工作的组织领导，做好统筹规划和工作部署，明确工作要求，落实工作责任。加强调查研究，准确评价工作成效，及时总结工作经验。工作中遇到的问题及有关建议，请及时向商务部（市场秩序司）和财政部（经济建设司）反映。

    商务部

    财政部

    二〇〇九年六月五日