State Administration for Market Regulation recovers 4.35 billion yuan in economic losses in 2025

On March 15, the State Administration for Market Regulation announced that since 2025, it has resolutely implemented the decisions and deployments of the Party Central Committee and the State Council. It has made optimizing the consumer environment an important approach to boost consumption and regulate for the people. The agency has integrated efforts to improve supply quality, optimize consumption order, and enhance consumer rights protection, continuously increasing consumers’ sense of gain and supporting high-quality economic and social development.

In 2025, the national 12315 platform received 26.46 million complaints and reports. The average connection rate of the 12315 hotline increased to 92.5%, helping consumers recover 4.35 billion yuan in economic losses.

Three-Year Action Plan to Optimize the Consumer Environment

With the approval of the State Council, the State Administration for Market Regulation and four other departments jointly issued the “Three-Year Action Plan for Optimizing the Consumer Environment (2025–2027).” This plan coordinates 30 departments to promote 149 detailed measures, deploy 48 regional pilot programs, and focus on 17 key tasks to break through bottlenecks in consumer rights protection and drive overall improvement of the consumer environment.

Local authorities guide businesses to honor promises and fulfill commitments, innovate credit incentives, financial empowerment, and digital support, cultivating a large number of trusted stores, online shops, restaurants, and trusted markets, commercial districts, and scenic spots. These efforts enhance consumption quality, improve consumer experience, and create scale and brand effects, bringing trusted consumption into thousands of households.

Together with 12 departments, the agency launched the nationwide “Consumer Environment Optimization Month,” organizing 131 key activities and over 3,200 themed events. Industry associations initiated trusted consumption initiatives, involving more than 560,000 business entities and 13.27 million consumers, making trusted consumption tangible and accessible.

Enhancing the 12315 Consumer Service Brand

The “Measures for Handling Complaints and Reports” were revised and issued to establish a unified, authoritative, scientific, efficient, and convenient complaint and report handling system. The system optimizes jurisdiction, clarifies platform responsibilities, improves administrative mediation, strengthens consumer rights protection, streamlines reporting procedures, and enhances processing efficiency. It also regulates malicious claims and prevents system abuse.

The quality and efficiency of resolving consumer disputes have been improved. In 2025, the national 12315 platform received 26.46 million complaints and reports. The average connection rate of the 12315 hotline increased to 92.5%, helping consumers recover 4.35 billion yuan. The online resolution mechanism for consumer disputes has expanded, with 279,000 enterprises involved, and 12.32 million disputes resolved at the source, making consumer rights protection more convenient.

The construction of a credit system in the consumer sector has been strengthened. The national 12315 complaint information disclosure platform publicly displayed 26.245 million complaints, with a public disclosure rate of 98.4%. Many regions are exploring displaying complaints at the frontline of consumption, guiding businesses toward fairer competition.

Innovating a Diversified Consumer Dispute Resolution System

In collaboration with the Ministry of Justice, efforts to resolve consumer disputes have been advanced, urging businesses to implement first-responsibility and prepayment for compensation. The roles of administrative mediation, people’s mediation, consumer mediation, and industry mediation are coordinated to create a diversified resolution “symphony.”

The National Development and Reform Commission issued an initiative for offline, cross-store returns and exchanges, while the China Consumers Association launched the “Consumer Check” platform. Over 214,000 offline companies have committed to no-reason returns and exchanges, enabling online verification and offline experience, making “trusted consumption” deeply rooted in people’s minds.

Guidance has been provided to cities like Hangzhou, Chengdu, Xiamen, Nanning, Taiyuan, and Lanzhou to explore new models of offline “one-click reconciliation,” integrating consumer rights protection into mobile payment processes, rebuilding trust bonds, and ensuring worry-free shopping after leaving the store.

The State Administration for Market Regulation will continue to promote the three-year plan to optimize the consumer environment, widely cultivate trusted consumer entities, and focus on solving urgent, difficult, and anxious issues for consumers, making trusted consumption a key brand to safeguard livelihoods and boost consumption.