试论消费者纠纷解决机制的完善

近年来,国内商品服务业呈现出繁荣之态,消费者纠纷的数量也呈现逐步上升的趋势。《消费者权益保护法》就消费者纠纷的解决规定了五种途径,即和解、调解、申诉、仲裁和诉讼,以保证消费者的权益。然而,该规定在现实运作中仍存在很多问题,不能真正满足消费者或经营者的需要;只有将定纷止争与确立市场规则两大功能结合起来,明确消费者协会的法律性质、完善诉讼程序设置,方可全面构建健康的消费者纠纷保护机制。

On the Perfection of the Resolution System for Consumer Disputes

With the prosperity in commerce and service trades in China these years,the number of consumer disputes is progressively increasing.The Law of The People＇s Republic of China on the Protection of Consumers’Rights and Interests fixed five solutions for the consumer dispute resolution,which includes reconciliation,mediation,complaint,arbitration and litigation.Nevertheless,this provision is defective in practical application and can not satisfy the needs of either the consumers or the proprietors.For the purpose of constructing a comprehensive and healthy consumer dispute protection system,it is imperative to combine the two functions of mediating dispute and establishing market regulation,to define the legal nature of consumers’association and to improve the contentious procedure settings.