杭州市社会力量参与消费者权益保护研究

发布时间：2018-05-02 05:08

本文选题：社会力量 + 消费者　；参考：《西北农林科技大学》2014年硕士论文

【摘要】：近年来,杭州市经济社会发展进入了新的阶段,生活品质之城建设、文明城市创建对全市的消费者权益保护工作提出了新的要求。同时,随着消费者自我保护意识的不断提升、网购等新兴消费模式的不断出现,消费纠纷数量呈现不断上涨的态势,消费者权益保护工作面临着巨大挑战。杭州市目前的消费者权益保护工作主要由工商行政管理部门负责开展,面临着监管力量不足、监管模式单一等问题,已难以实现行政层面的有效保护。因此,想要使保护工作有进一步的提升,亟需构建一个新的消费者权益保护机制,发动社会力量参与消费者权益保护工作就是其中一个有益探索。社会力量的参与实现了消费者权益的社会保护,进而通过政府与社会“双轨”运行的方式切实解决当前消费者权益保护工作面临的问题。文章以公共管理相关理论为基础,通过资料搜集、问卷调查、实地访谈等多种方式开展调查研究。杭州市参与消费者权益保护的社会力量主要有四种,包括各级消费者权益保护委员会、行业协会、新闻媒体和消费者。目前该四种社会力量参与消费者权益保护的力度在不断加大,“专业化”水平不断提高,维权力度不断强化,社会影响力也在不断扩大。虽然有了一定的发展,但总体而言还是面临着很多问题,诸如自身力量薄弱、组织发育不健全、监督层次表面化等,还无法充分发挥各自的作用。纠其原因主要有法律制度不健全、社会力量消费者保护意识不足以及社会力量参与消费者权益保护机制的缺失等。发动社会力量参与消费者权益保护工作是一项系统工程。首先要将该项工作提升到政府工作层面,发挥政府的主导作用,各项任务才能得到有力落实。其次,社会力量自身也要强化建设。消费者权益保护委员会应该理清与工商行政管理部门的关系,明确自身职责,在此基础上完善机构建设,扩充专业力量,并努力推进数字化建设；行业协会则应该完善行规、行标等的建设,出台行业内的消费者权益保护机制,督促企业诚信经营；新闻媒体应不断强化专业知识学习,提高消费类新闻报道的专业性；职业打假行为则需要通过设立备案制等方式进行规范。显然,要充分发挥消费者权益保护委员会、行业协会、新闻媒体、消费者四种社会力量参与消费者权益保护的作用,就必须把这它们进行统一整合,构建一个完整的保护机制。文章分别从事前保护、事中保护、事后保护三方面阐述了四种社会力量分别发挥的作用：消保委作为其中的核心力量,承担着宣传教育、消费维权等主要任务；行业协会则负责督促企业自律经营,发挥事前防范作用；新闻媒体主要是负责监督和曝光,发挥舆论监督的作用；消费者则主要承担着监督经营行为,为其他社会力量提供线索的任务,最终建构起一个完整的社会保护机制,更好地保障消费者的合法权益。
[Abstract]:In recent years, the economic and social development of Hangzhou has entered a new stage. The construction of the city of quality of life and the establishment of civilized city have put forward new requirements for the protection of consumers' rights and interests in the whole city. At the same time, with the constant improvement of consumers' self-protection consciousness and the emergence of new consumption patterns, such as online shopping, the number of consumer disputes is constantly rising, and the protection of consumer rights and interests is facing great challenges. At present, the protection of consumers' rights and interests in Hangzhou is mainly carried out by the administrative department for industry and commerce. It is difficult to realize the effective protection at the administrative level because of the shortage of supervision power and the single supervision mode. Therefore, in order to further improve the protection work, it is urgent to construct a new mechanism of consumer rights protection, and to mobilize social forces to participate in the protection of consumer rights is one of the beneficial exploration. The participation of social forces has realized the social protection of consumers' rights and interests, and solved the problems faced by the protection of consumers' rights and interests through the way of "dual track" operation between the government and the society. Based on the theory of public administration, this paper carries out investigation and research by means of data collection, questionnaire investigation, field interview and so on. There are four kinds of social forces involved in the protection of consumers' rights and interests in Hangzhou, including consumer rights protection committees at all levels, trade associations, news media and consumers. At present, the four kinds of social forces participate in the protection of consumers' rights and interests are increasing, the level of "specialization" continues to improve, the intensity of safeguarding rights is constantly strengthened, and the social influence is also expanding. Although there has been certain development, there are still many problems, such as the weakness of their own strength, the imperfect development of the organization, the superficial supervision and so on, which can not give full play to their respective roles. The main reasons are imperfect legal system, insufficient awareness of consumer protection and the absence of social forces participating in the protection mechanism of consumers' rights and interests. It is a systematic project to mobilize social forces to participate in the protection of consumers' rights and interests. First, the work should be promoted to the level of government work, giving play to the leading role of the government, in order to be able to carry out the tasks. Second, social forces themselves should also strengthen construction. The Consumer Rights and interests Protection Commission should clarify its relationship with the administrative departments for industry and commerce, clarify its own responsibilities, and on this basis perfect the building of institutions, expand its professional strength, and strive to promote digital construction. The construction of line standards, the introduction of industry consumer rights and interests protection mechanism, urge enterprises to operate in good faith, news media should continue to strengthen professional knowledge learning, improve the professionalism of consumer news reports; The action of fighting forgery needs to be standardized by setting up a record-keeping system and so on. Obviously, in order to give full play to the role of consumer rights and interests protection committee, industry association, news media and consumer, we must unify and integrate these four social forces to construct a complete protection mechanism. The paper expounds the functions of four kinds of social forces respectively from three aspects: protection in advance, protection in matters and protection after the event: as the core force, the Committee of Elimination and Protection undertakes the main tasks of propaganda and education, consumer rights protection and so on; The industry association is responsible for urging enterprises to operate by themselves and play a preventive role in advance; the news media is mainly responsible for supervision and exposure, giving play to the role of supervision by public opinion; and consumers are mainly responsible for supervising and managing behavior. The task of providing clues for other social forces and finally constructing a complete social protection mechanism to better protect the legitimate rights and interests of consumers.
【学位授予单位】：西北农林科技大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：D923.8

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