Law of the People's Republic of China on Protection of Consumer Rights and Interests
(Adopted at the Fourth Meeting of the Standing Committtee of the Eighth National People's Congress on October 31, 1993, and shall enter into force as of January 1, 1994.)
Contents
Chapter I General Provisions
Chapter II Rights of Consumers
Chapter III Obligations of Businees Operators
Chapter IV Protection of the Legitimate Rights and Interests of Consumers by the State
Chapter V Consumer Organizations
Chapter VI Settlement of Disputes
Chapter VII Legal Responsibility
Chapter VIII Supplementary Provisions
Chapter I General Provisions
Article 1
The present Law is formulated for the protection of the legitimate rights and interests of consumers, maintenance of the socio-economic order and promotion of the healthy development of socialist market economy.
Article 2
The rights and interests of consumers in purchasing and using commodities or receiving services for daily consumption shall be under the protection of the present Law, or under the protection of other relevant laws and regulations in absence of stipulations in this Law.
Article 3
Business operators shall, in their supply of commodities produced and sold by them or services to consumers, abide by the present Law, or abide by other relevant laws and regulations in absence of stipulations in the present law.
Article 4
In transactions between business operators and consumers a principle of voluntariness, equality, fairness, honesty and credibility shall be followed.
Article 5
The State shall protect the legitimate rights and interests of consumers from infringement.
The State shall adopt measures to safeguard consumers' exercise of their rights in accordance with the law and to maintain the legitimate rights and interests of consumers.
Article 6
It is the common responsibility of the whole society to protect the legitimate rights and interests of consumers.
The State shall encourage and support all organizations and individuals to exercise social supervision over acts infringing upon consumer rights and interests.
Mass media shall conduct propaganda defending the legitimate rights and interests of consumers and, through public opinion, exercise supervision over acts infringing upon the legitimate rights and interests of consumers.
Chapter II Rights of Consumers
Article 7
Consumers shall, in their purchasing and using commodities or receiving services, enjoy the right of the inviolability of their personal and property safety.
Consumers shall have the right to demand business operators to supply commodities and services up to the requirements of personal and property safety.
Article 8
Consumers shall enjoy the right to obtain true information of the commodities they purchase and use or the services they receive.
Consumers shall have the right to demand business operators, in light of the different conditions of commodities or services, to provide their prices, origin, manufacturers, usage, functions, standards, grades, main ingredients, date of production, term of validity, certificates of inspection, operation instructions, aftersale services or information relating to contents, standards and costs of the services.
Article 9
Consumers shall enjoy the right of free choice of commodities or services.
Consumers shall have the right to make a free choice of business operators for supply of commodities or services, select freely among varieties of articles or forms of services and decide independently to buy or not to buy any kind of commodities, or to accept or not to accept any item of services.
Consumers shall have the right to make comparisons, differentiations and selections when they make a free choice of commodities or services.
Article 10
Consumers shall enjoy the right of fair deal.
Consumers shall, in their purchasing commodities or receiving services, have the right to obtain fair deal prerequisites such as guarantee of quality, reasonable prices and correct measurement, and have the right to refuse any compulsory transaction of business operators.
Article 11
Consumers suffering from personal injury or property damage resulting from their purchasing or using of commodities or receiving of services shall have the right to demand compensations in accordance with the law.
Article 12
Consumers shall have the right to form public organizations for the maintenance of their own legitimate rights and interests according to law.
Article 13
Consumers shall have the right to acquire knowledge concerning consumption and protection of consumer rights and interests.
Consumers shall make efforts to master the knowledge of their necessary commodities or services and the skill in operation thereof, apply the commodities in a correct way and raise their consciousness of self-protection.
Article 14
Consumers shall, in their purchasing and using commodities or receiving services, have the right that their human dignity, national customs and habits are respected.
Article 15
Consumers shall have the right to exercise supervision over commodities, services as well as the work of protection of consumer rights and interests.
Consumers shall have the right to inform and charge against the infringement upon consumer rights and interests and the breach of law or neglect of duty on the part of State organs and their functionaries in the work of protection of consumer rights and interests, and have the right to raise criticism of or proposals for the work of protection of consumer rights and interests.
Chapter III Obligations of Businees Operators
Article 16
Business operators shall, in their supply of commodities and services to consumers, fulfill their obligations stipulated in the Law of the People's Republic of China on Product Quality and other laws and regulations concerned.
In case an agreement is reached between business operators and consumers, the business operators shall fulfill the obligations agreed upon in the agreement; but the agreement between the two parties shall not contravene the provisions of laws and regulations.
Article 17
Business operators shall listen to the consumers' opinions on the commodities and services they supply and accept consumers' supervision.
Article 18
Business operators shall guarantee that the commodities and services they supply meet the requirements for personal or property safety. As to commodities and services liable to
harm personal or property safety, business operators shall give the consumers truthful explanation and clear out warnings, and shall explain or indicate the correct ways of using the commodities or receiving services as well as the methods of preventing damage.
Business operators shall, upon discovery of serious defects of the commodities or services they supply which are liable to harm personal or property safety even though the commodities arecorrectly applied or services are received in a correct way, immediately report to the administrative departments concerned and inform the consumers, and adopt measures to prevent damage.
Article 19
Business operators shall provide consumers with authentic information concerning their commodities or services, and may not make any false and misleading propaganda.
Business operators shall give truthful and definite replies to inquiries from consumers about the qualities of the commodities or services they supply and the operation methods thereof.
Shops shall mark clearly the prices of the commodities they supply.
Article 20
Business operators shall indicate their real names and marks.
Business operators who lease counters or grounds from others shall indicate their own real names and marks.
Article 21
Business operators who supply commodities or services shall make out for consumers invoices for purchases or documents of services in accordance with relevant regulations of the State or commercial practices; business operators must produce such invoices or documents in case
consumers so demand.
Article 22
Business operators shall guarantee the quality, functions, usage and term of validity which the commodities or services they supply should possess under normal operation or acceptance, except that consumers are aware of the defects before they buy the commodities or receive the
services.
Business operators who employ advertisements, product instructions, samples or other ways to display the quality state of their commodities or services shall guarantee that the actual quality of the commodities or services they supply is in conformity with that demonstrated.
Article 23
Business operators who are under the obligation of repair or caveat venditor, or other responsibilities in accordance with regulations of the State or agreements with consumers
shall carry out such obligations correspondingly according to such regulations or agreements, and may not delay deliberately or refuse unreasonably to do so.
Article 24
Business operators may not, through format contracts, notices, announcements, entrance hall bulletins and so on, impose unfair or unreasonable rules on consumers or reduce or escape their civil liability for their infringement of the legitimate rights and interests of consumers.
Format contracts, notices, announcements, entrance hall bulletins and so on with contents mentioned in the preceding paragraph shall be invalid.
Article 25
Business operators may not insult or slander consumers, may not search the body of consumers or the articles they carry with them, and may not violate the personal freedom of consumers.
Chapter IV Protection of the Legitimate Rights and Interests of Consumers by the State
Article 26
The State shall heed to the opinions and demands from consumers when making laws, regulations and policies concerning consumer rights and interests.
Article 27
People's governments at various levels shall strengthen their leadership, and organize, coordinate and supervise the administrative departments concerned to do their work well in the protection of the legitimate rights and interests of consumers.
People's governments at various levels shall strengthen supervision to prevent occurrence of acts damaging to the personal or property safety of consumers and promptly check any such acts.
Article 28
Departments for industry and commerce of people's governments at various levels and other administrative departments concerned shall adopt measures to protect the legitimate rights and interests of consumers within the scope of their respective functions and duties in accordance with the provisions of the laws and regulations.
Administrative departments concerned shall listen to the complaints of consumers and their public organizations as to the transactions of business operators and the quality of their commodities and services, and carry out timely investigation and disposition.
Article 29
State organs concerned shall, in accordance with the provisions of laws and regulations, punish any law-breaking or criminial activities of business operators infringing upon the legitimate rights and interests of consumers in their supplying commodities or services.
Article 30
The people's courts shall adopt measures to facilitate consumers to take legal proceedings and must entertain and handle without delay cases of disputes over consumer rights and interests that meet the conditions for a lawsuit specified in the Civil Procedure Law of the People's Republic of China.
Chapter V Consumer Organizations
Article 31
Consumer associations and other consumer organizations are public organizations formed according to law to exercise social supervision over commodities and services and to protect the legitimate rights and interests of consumers.
Article 32
Consumer associations shall perform the following functions:
(1) to afford consumption information and consultative services to consumers;
(2) to participate in supervision over or inspection of commodities and services conducted by relevant administrative departments;
(3) to make reports, inquiries and suggestions to relevant administrative departments about issues relating to the legitimate rights and interests of consumers;
(4) to accept and hear complaints of consumers and offer investigations and mediations with respect to points of complaints;
(5) in case quality of commodities or services is involved, to submit for appraisement the points of complaints to appraisal departments which shall inform them of the expert conclusions;
(6) to render support to victims in their legal proceedings against infringement upon the rights and interests of consumers;
(7) to expose and criticize through mass media the acts infringing upon the legitimate rights and interests of consumers.
People's governments at various levels shall give support to consumer associations in the performance of their functions.
Article 33
Consumer organizations may not be engaged in commodity transactions or profit- making services, and may not recommend to the society commodities or services for the purpose of making profits.
Chapter VI Settlement of Disputes
Article 34
In case of disputes with business operators over consumer rights and interests, consumers may settle the disputes through the following approaches:
(1) to consult and conciliate with business operators;
(2) to request to consumer associations for mediation;
(3) to appeal to relevant administrative departments;
(4) to apply to arbitral organs for arbitration according to the arbitral agreements with business operators;
(5) to institute legal proceedings in the people's court.
Article 35
Consumers whose legitimate rights and interests are infinged upon in their purchasing or using commodities may demand compensation from the sellers concerned. In case the liability is on the manufacturers or other sellers who supply the commodities to the said sellers, the said sellers shall, after paying the compensations, have the right to recover the compensations from the manufacturers or the other sellers.
Consumers or other victims suffering personal injuries or property damage resulting from defects of commodities may demand compensations either from the sellers or from the manufacturers. If the liability is on the manufacturers, the sellers shall, after paying the compensations, have the right to recover the compensations from the manufacturers; if the liability is on the sellers, the manufacturers shall, after paying the compensations, have the right to recover the compensations from the sellers.
Consumers whose legitimate rights and interests are infringed upon in receiving services may demand compensations from suppliers of the services.
Article 36
Consumers whose legitimate rights and interests are infringed upon in purchasing or using commodities or receiving services may, if the enterprises supplying the commodities or services have been split-up or merged, demand compensations from the enterprises succeeding to the rights and obligations of the original ones after the modifications.
Article 37
In case a business operator unlawfully uses another's business license to supply commodities or services and infringes upon the legitimate rights and interests of consumers, the consumers may demand compensations either from such business operator or from the holder of the business licence.
Article 38
Consumers whose legitimate rights and interests are infringed upon in purchasing commodities or receiving services at trade fairs or leased counters may demand compensations from the sellers or suppliers of the services. In case the fairs are over or the lease of counters expires, they may also demand compensations from organizers of the fairs or lessors of the counters. Organizers of the fairs and lessors of the counters shall, after paying
the compensations, have the right to recover the compensations from the sellers or suppliers of the services.
Article 39
Consumers whose legitimate rights and interests are infringed upon on account of commodities or services supplied by business operators by means of false advertisement may demand compensations from the business operators. Consumers may demand the competent administrative departments to punish the advertising agents who make false advertisements. Advertising agents who cannot provide the real names and addresses of the business operators shall bear the responsibility for compensations.
Chapter VII Legal Responsibility
Article 40
Business operators shall, if the commodities and services they supply involve any of the following circumstances, bear civil liability in accordance with the provisions of the Law of the People's Republic of China on Product Quality and other relevant laws and regulations, except as otherwise provided in the present Law:
(1) there existing defects in the commodities;
(2) not possessing the properties for use they should possess and no declaration thereabout is made at the time of sale;
(3) not conforming to the standards indicated on the commodities or on the packaging thereof;
(4) not conforming to the quality indicated by the product description or by physical samples;
(5) producing commodities that have been formally declared by the State to be sbsolete or selling commodities that are no longer effective or deteriorated;
(6) commodities sold being short of weight or quantity;
(7) contents and costs of services being not in conformity with the agreements;
(8) deliberately delaying or unreasonably refusing consumers' requests for repair, remanufacture,
replacement, return of goods, makeup for the short commodity, return of payment for goods or services, or compensation for losses;
(9) other circumstances infringing upon consumer rights and interests as specified by laws and
regulations.
Article 41
Business operators shall, if the commodities or services they supply have caused personal injuries to consumers or other victims, pay for the victims' medical expenses, nursing
expenses during medical treatment, the reduced income for loss of working time and other expenses. And business operators shall, if the commodities or services they supply have disabled the consumers, also pay for the victims' expenses on self-help devices, living allowances, compensations for disability and the necessary living cost of the persons supported by the disabled. Business operators shall, if the case constitutes a crime, be investigated for criminal responsibility according to law.
Article 42
Business operators shall, if the commodities or services they supply have caused death of consumers or other victims, pay for the victims' funeral expenses, compensations for death and the necessary living cost of the persons supported by the deceased during their lifetime. Business operators shall, if the case constitutes a crime, be investigated for criminal responsibility according to law.
Article 43
Business operators who violate the provisions of Article 25 of the present Law and violate the human dignity or personal freedom of consumers shall stop the violations, restore consumers' reputation, eliminate the bad effects, make apologies, and make compensations therefor.
Article 44
Business operators shall, if the commodities or services they supply have caused damage to the properties of consumers, bear civil liabilities by repair, remanufacture, replacement, return of goods, make-up for the short commodity, return of payment for goods and services, or compensation for losses and so on as demanded by consumers. If consumers and business operators have otherwise agreed upon, such agreements shall be fulfilled.
Article 45
Business operators shall be responsible for repair, replacement or return of goods, if repair, replacement or return of goods is guaranteed by provisions of the State or agreed upon between business operators and consumers. Business operators shall be responsible for replacement or return of goods if the commodities still malfunction after being repaired twice within the term of guaranteed repair.
As to large-sized commodities guaranteed for repair, replacement or return, business operators shall bear the reasonable costs such as expenses for carriage if consumers demand repair, replacement or return.
Article 46
Business operators who supply commodities by mail-order shall provide their commodities according to the agreements. Business operators who fail to provide their commodities according to the agreements shall fulfil the agreements or return the consumers' payment for the commodities on the demand of the consumers, and bear the reasonable expenses that the consumers must bear.
Article 47
Business operators who supply commodities or services in the form of advance payment shall provide their commodities or services according to the agreements. Business operators
who fail to provide their commodities or services according to the agreements shall fulfil the agreements or return the advance payment on the demand of the consumers, and shall also bear the interests of the advance payment and other necessary expenses that the consumers must bear.
Article 48
Business operators shall, on the demand of the consumers, be responsible for return of goods determined to be substandard commodities by administrative departments concerned according to law.
Article 49
Business operators engaged in fraudulent activities in supplying commodities or services shall, on the demand of the consumers, increase the compensations for victims' losses; the increased amount of the compensations shall be two times the costs that the consumers paid for the commodities purchased or services received.
Article 50
If business operators are under any of the following circumstances and the Law of the People's Republic of China on Product Quality and other laws and regulations have provided for punitive organs and forms therefor, the provisions of the laws or regulations shall be applied; in absence of such provisions in the laws or regulations, administrative departments for industry and commerce shall order them to make corrections, and may, in light of the circumstances, punish the offenders exclusively or concurrently the offenders with warning, confiscation of unlawful earings, or imposition of a fine no less than one time but not more than five times the value of the unlawful earnings; in case there involves no unlawful earnings, the offenders shall be punished with a fine of 10,000 Yuan or less, and if the circumstances are serious, they shall be ordered to suspend business for rectification, and their business licences shall be revoked:
(1) producing or selling commodities failing to meet the requirements for the protection of personal and property safety;
(2) mixing adulterations into their commodities, or passing fake commodities off as genuine ones,
or passing defective commodities off as good ones, or passing substandard commodities off as standard ones;
(3) producing commodities which have been formally declared by the State to be obsolete, or selling commodities no longer effective or deteriorated;
(4) forging the origin of commodities, forging or counterfeiting the names and addresses of other factories, and forging or counterfeiting the authentication marks or famous- and-excellent-product marks;
(5) selling commodities not inspected or quarantined against the requirement therefore, or forging the result of inspection or quarantine;
(6) making false or misleading propaganda about their commodities or services;
(7) deliberately delaying or unreasonably refusing consumers' demand for repair, remanufacture, replacement, return of goods, make-up for the short commodity, refundment of payment for goods or
services, or compensations for losses;
(8) violating human dignity or personal freedom of consumers;
(9) other circumstances wherein punishment shall be given for infringement of consumer rights and interests as stipulated by laws or regulation..
Article 51
Any business operator who is not satisfied with the decision on punishment may apply to the organ at the next higher level for reconsideration within 15 days from the date of receipt of the decision; and he who is still not satisfied with the reconsideration decision may bring a lawsuit in the people's court within 15 days from the date of receipt of the reconsideration decision; or he may take legal proceedings directly in the people's court.
Article 52
Anyone who, by means of violence or threats, hinders functionaries of the administrative departments concerned from performing their duties according to law, shall be investigated for criminal responsibility according to law; and those who refuse or hinder functionaries of the administrative departments concerned from performing their duties according to law, without resorting to violence or threats, shall be punished by public security organs in accordance with the stipulations of the Regulations of the People's Republic of China on the Administrative Penalties for Public Security.
Article 53
Any functionary of the State organs, who neglects his duties or shields any business operator guilty of infringement of the legitimate rights and interests of consumers, shall be given administrative sanctions by the unit he belongs to, or by an organ at a higher level; if the circumstances are serious enough to constitute a crime, he shall be investigated for criminal responsibility according to law.
Chapter VIII Supplementary Provisions
Article 54
The present Law shall be applicable mutatis mutandis to peasants' purchase or application of means of production used directly in agricultural production.
Article 55
The present Law shall enter into force as of January 1,1994.
中华人民共和国消费者权益保护法
（１９９３年１０月３１日第八届全国人民代表大会常务委员会第四次会议通过） 中华人民共和国主席令 （第十一号） 《中华人民共和国消费者权益保护法》已由中华人民共和国第八届全国人民代表大会常务委员会第四次会议于１９９３年１０月３１日通过，现予公布，自１９９４ 年１月１日起施行。 中华人民共和国主席 江泽民 １９９３年１０月３１日 第一章 总则 第一条 为保护消费者的合法权益，维护社会经济秩序，促进社会主义市场经济健康发展，制定本法。 第二条 消费者为生活消费需要购买、使用商品或者接受服务，其权益受本法保护；本法未作规定的，受其他有关法律、法规保护。 第三条 经营者为消费者提供其生产、销售的商品或者提供服务，应当遵守本法；本法未作出规定的，应当遵守其他有关法律、法规。 第四条 经营者与消费者进行交易，应当遵循自愿、平等、公平、诚实信用的原则。 第五条 国家保护消费者的合法权益不受侵害。 国家采取措施，保障消费者依法行使权利，维护消费者的合法权益。 第六条 保护消费者的合法权益是全社会的共同责任。 国家鼓励、支持一切组织和个人对损害消费者合法权益的行为进行社会监督。 大众传播媒介应当做好维护消费者合法权益的宣传，对损害消费者合法权益的行为进行舆论监督。 第二章 消费者的权利 第七条 消费者在购买、使用商品和接受服务时享有人身、财产安全不受损害的权利。 消费者有权要求经营者提供的商品和服务，符合保障人身、财产安全的要求。 第八条 消费者享有知悉其购买、使用的商品或者接受的服务的真实情况的权利。 消费者有权根据商品或者服务的不同情况，要求经营者提供商品的价格、产地、生产者、用途、性能、规格、等级、主要成份、生产日期、有效期限、检验合格证 明、使用方法说明书、售后服务，或者服务的内容、规格、费用等有关情况。 第九条 消费者享有自主选择商品或者服务的权利。 消费者有权自主选择提供商品或者服务的经营者，自主选择商品品种或者服务方式，自主决定购买或者不购买任何一种商品、接受或者不接受任何一项服务。 消费者在自主选择商品或者服务时，有权进行比较、鉴别和挑选。 第十条 消费者享有公平交易的权利。 消费者在购买商品或者接受服务时，有权获得质量保障、价格合理、计量正确等公平交易条件，有权拒绝经营者的强制交易行为。 第十一条 消费者因购买、使用商品或者接受服务受到人身、财产损害的，享有依法获得赔偿的权利。 第十二条 消费者享有依法成立维护自身合法权益的社会团体的权利。 第十三条 消费者享有获得有关消费和消费者权益保护方面的知识的权利。 消费者应当努力掌握所需商品或者服务的知识和使用技能，正确使用商品，提高自我保护意识。 第十四条 消费者在购买、使用商品和接受服务时，享有其人格尊严、民族风俗习惯得到尊重的权利。 第十五条 消费者享有对商品和服务以及保护消费者权益工作进行监督的权利。 消费者有权检举、控告侵害消费者权益的行为和国家机关及其工作人员在保护消费者权益工作中的违法失职行为，有权对保护消费者权益工作提出批评、建议。 第三章 经营者的义务 第十六条 经营者向消费者提供商品或者服务，应当依照《中华人民共和国产品质量法》和其他有关法律、法规的规定履行义务。 经营者和消费者有约定的，应当按照约定履行义务，但双方的约定不得违背法律、法规的规定。 第十七条 经营者应当听取消费者对其提供的商品或者服务的意见，接受消费者的监督。 第十八条 经营者应当保证其提供的商品或者服务符合保障人身、财产安全的要求。对可能危及人身、财产安全的商品和服务，应当向消费者作出真实的说明和明确的警示，并 说明和标明正确使用商品或者接受服务的方法以及防止危害发生的方法。 经营者发现其提供的商品或者服务存在严重缺陷，即使正确使用商品或者接受服务仍然可能对人身、财产安全造成危害的，应当立即向有关行政部门报告和告知消费 者，并采取防止危害发生的措施。 第十九条 经营者应当向消费者提供有关商品或者服务的真实信息，不得作引人误解的虚假宣传。 经营者对消费者就其提供的商品或者服务的质量和使用方法等问题提出的询问，应当作为真实、明确的答复。 商店提供商品应当明码标价。 第二十条 经营者应当标明其真实名称和标记。 租赁他人柜台或者场地的经营者，应当标明其真实名称和标记。 第二十一条 经营者提供商品或者服务，应当按照国家有关规定或者商业惯例向消费者出具购货凭证或者服务单据；消费者索要购货凭证或者服务单据的，经营者必须出具。 第二十二条 经营者应当保证在正常使用商品或者接受服务的情况下其提供的商品或者服务应当具有的质量、性能、用途和有效期限；但消费者在购买该商品或者接受该服务前已 经知道其存在瑕疵的除外。 经营者以广告、产品说明、实物样品或者其他方式表明商品或者服务的质量状况的，应当保证其提供的商品或者服务的实际质量与表明的质量状况相符。 第二十三条 经营者提供商品或者服务，按照国家规定或者与消费者的约定，承担包修、包换、包退或者其他责任的，应当按照国家规定或者约定履行，不得故意拖延或者无理拒 绝。 第二十四条 经营者不得以格式合同、通知、声明、店堂告示等方式作出对消费者不公平、不合理的规定，或者减轻、免除其损害消费者合法权益应当承担的民事责任。 格式合同、通知、声明、店堂告示等含有前款所列内容的，其内容无效。 第二十五条 经营者不得对消费者进行侮辱、诽谤，不得搜查消费者的身体及其携带的物品，不得侵犯消费者的人身自由。 第四章 国家对消费者合法权益的保护 第二十六条 国家制定有关消费者权益的法律、法规和政策时，应听取消费者的意见和要求。 第二十七条 各级人民政府应当加强领导，组织、协调、督促有关行政部门做好保护消费者合法权益的工作。 各级人民政府应当加强监督，预防危害消费者人身、财产安全行为的发生，及时制止危害消费者人身、财产安全的行为。 第二十八条 各级人民政府工商行政管理部门和其他有关行政部门应当依照法律、法规的规定，在各自的职责范围内，采取措施，保护消费者的合法权益。 有关行政部门应当听取消费者及其社会团体对经营者交易行为、商品和服务质量问题的意见，及时调查处理。 第二十九条 有关国家机关应当依照法律、法规的规定，惩处经营者在提供商品和服务中侵害消费者合法权益的违法犯罪行为。 第三十条 人民法院应当采取措施，方便消费者提起诉讼。对符合《中华人民共和国民事诉讼法》起诉条件的消费者权益争议，必须受理，及时审理。 第五章 消费者组织 第三十一条 消费者协会和其他消费者组织是依法成立的对商品和服务进行社会监督的保护消费者合法权益的社会团体。 第三十二条 消费者协会履行下列职能： （一）向消费者提供消费信息和咨询服务； （二）参与有关行政部门对商品和服务的监督、检查； （三）就有关消费者合法权益的问题，向有关行政部门反映、查询，提出建议； （四）受理消费者的投诉，并对投诉事项进行调查、调解； （五）投诉事项涉及商品和服务质量问题的，可以提请鉴定部门鉴定，鉴定部门应当告知鉴定结论； （六）就损害消费者合法权益的行为，支持受损害的消费者提起诉讼； （七）对损害消费者合法权益的行为，通过大价传播媒介予以揭露、批评。 各级人民政府对消费者协会履行职能应当予以支持。 第三十三条 消费者组织不得从事商品经营和营利性服务，不得以牟利为目的向社会推荐商品和服务。 第六章 争议的解决 第三十四条 消费者和经营者发生消费者权益争议的，可以通过下列途径解决： （一）与经营者协商和解； （二）请求消费者协会调解； （三）向有关行政部门申诉； （四）根据与经营者达成的仲裁协议提请仲裁机构仲裁； （五）向人民法院提起诉讼。 第三十五条 消费者在购买、使用商品时，其合法权益受到损害的，可以向销售者要求赔偿。销售者赔偿后，属于生产者的责任或者属于向销售者提供商品的其他销售者的责任 的，销售者有权向生产者或者其他销售者追偿。 消费者或者其他受害人因商品缺陷造成人身、财产损害的，可以向销售者要求赔偿，也可以向生产者要求赔偿。属于生产者责任的，销售者赔偿后，有权向生产者追 偿。属于销售者责任的，生产者赔偿后，有权向销售者追偿。 消费者在接受服务时，其合法权益受到损害的，可以向服务者要求赔偿。 第三十六条 消费者在购买、使用商品或者接受服务时，其合法权益受到损害，因原企业分立、合并的，可以向变更后承受其权利义务的企业要求赔偿。 第三十七条 使用他人营业执照的违法经营者提供商品或者服务，损害消费者合法权益的，消费者可以向其要求赔偿，也可以向营业执照的持有人要求赔偿。 第三十八条 消费者在展销会、租赁柜台购买商品或者接受服务，其合法权益受到损害的，可以向销售者或者服务者要求赔偿。展销会结束或者柜台租赁期满后，也可以向展销会 的举办者、柜台的出租者要求赔偿。展销会的举办者、柜台的出租者赔偿后，有权向销售者或者服务者追偿。 第三十九条 消费者因经营者利用虚假广告提供商品或者服务，其合法权益受到损害的，可以向经营者要求赔偿。广告的经营者发布虚假广告的，消费者可以请求行政主管部门予 以惩处。广告的经营者不得提供经营者的真实名称、地址的，应当承担赔偿责任。 第七章 法律责任 第四十条 经营者提供商品或者服务有下列情形之一的，除本法另有规定外，应当依照《中华人民共和国产品质量法》和其他有关法律、法规的规定，承担民事责任： （一）商品存在缺陷的； （二）不具备商品应当具备的使用性能而出售时未作说明的； （三）不符合在商品或者其包装上注明采用的商品标准的； （四）不符合商品说明、实物样品等方式表明的质量状况的； （五）生产国家明令淘汰的商品或者销售失效、变质的商品的； （六）销售的商品数量不足的； （七）服务的内容和费用违反约定的； （八）对消费者提出的修理、重作、更换、退货、补足商品数量、退还货款和服务费用或者赔偿损失的要求，故意拖延或者无理拒绝的； （九）法律、法规规定的其他损害消费者权益的情形。 第四十一条 经营者提供商品或者服务，造成消费者或者其他受害人人身伤害的，应当支付医疗费、治疗期间的护理费、因误工减少的收入等费用，造成残疾的，还应当支付残疾 者生活自助具费、生活补助费、残疾赔偿金以及由其扶养的人所必需的生活费等费用；构成犯罪的，依法追究刑事责任。 第四十二条 经营者提供商品或者服务，造成消费者或者其他受害人死亡的，应当支付丧葬费、死亡赔偿金以及由死者生前扶养的人所必需的生活费等费用；构成犯罪的，依法追 究刑事责任。 第四十三条 经营者违反本法第二十五条规定，侵害消费者的人格尊严或者侵犯消费者人身自由的，应当停止侵害、恢复名誉、消除影响、赔礼道歉，并赔偿损失。 第四十四条 经营者提供商品或者服务，造成消费者财产损害的，应当按照消费者的要求，以修理、重作、更换、退货、补足商品数量、退还货款和服务费用或者赔偿损失等方式 承担民事责任。消费者与经营者另有约定的，按照约定履行。 第四十五条 对国家规定或者经营者与消费者约定包修、包换、包退的商品，经营者应当负责修理、更换或者退货。在保修期内两次修理仍不能正常使用的，经营者应当负责更换 或者退货。 对包修、包换、包退的大件商品，消费者要求经营者修理、更换、退货的，经营者应当承担运输等合理费用。 第四十六条 经营者以邮购方式提供商品的，应当按照约定提供。未按照约定提供的，应当按照消费者的要求履行约定或者退回货款；并应当承担消费者必须支付的合理费用。 第四十七条 经营者以预收款方式提供商品或者服务的，应当按照约定提供。未按照约定提供的，应当按照消费者的要求履行约定或者退回预付款；并应当承担预付款的利息、消 费者必须支付的合理费用。 第四十八条 依法经有关行政部门认定为不合格的商品，消费者要求退货的，经营者应当负责退货。 第四十九条 经营者提供商品或者服务有欺诈行为的，应当按照消费者的要求增加赔偿其受到的损失，增加赔偿的金额为消费者购买商品的价款或者接受服务的费用的一倍。 第五十条 经营者有下列情形之一，《中华人民共和国产品质量法》和其他有关法律、法规对处罚机关和处罚方式有规定的，依照法律、法规的规定执行；法律、法规未作规定 的，由工商行政管理部门责令改正，可以根据情节单处或者并处警告、没收违法所得、处以违法所得一倍以上五倍以下的罚款，没有违法所得的处以一万元以下的罚 款；情节严重的，责令停业整顿、吊销营业执照： （一）生产、销售的商品不符合保障人身、财产安全要求的； （二）在商品中掺杂、掺假，以假充真，以次充好，或者以不合格商品冒充合格商品的； （三）生产国家明令淘汰的商品或者销售失效、变质的商品的； （四）伪造商品的产地，伪造或者冒用他人的厂名、厂址，伪造或者冒用认证标志、名优标志等质量标志的； （五）销售的商品应当检验、检疫而未检验、检疫或者伪造检验、检疫结果的； （六）对商品或者服务作引人误解的虚假宣传的； （七）对消费者提出的修理、重作、更换、退货、补足商品数量、退还货款和服务费用或者赔偿损失的要求，故意拖延或者无理拒绝的； （八）侵害消费者人格尊严或者侵犯消费者人身自由的； （九）法律、法规规定的对损害消费者权益应当予以处罚的其他情形。 第五十一条 经营者对行政处罚决定不服的，可以自收到处罚决定之日起十五日内向上一级机关申请复议，对复议决定不服的，可以自收到复议决定书之日起十五日内向人民法院 提起诉讼；也可以直接向人民法院提起诉讼。 第五十二条 以暴力、威胁等方法阻碍有关行政部门工作人员依法执行职务的，依法追究刑事责任；拒绝、阻碍有关行政部门工作人员依法执行职务，未使用暴力、威胁方法的， 由公安机关依照《中华人民共和国治安管理处罚条例》的规定处罚。 第五十三条 国家机关工作人员玩忽职守或者包庇经营者侵害消费者合法权益的行为的，由其所在单位或者上级机关给予行政处分；情节严重，构成犯罪的，依法追究刑事责任。 第八章 附则 第五十四条 农民购买、使用直接用于农业生产的生产资料，参照本法执行。 第五十五条 本法自１９９４年１月１日起施行。