What is the process for handling consumer dispute complaint cases?
After the Consumer Service Center of the Taipei City Government receives a complaint, the process is as follows: 1. After receiving a written complaint (first complaint) from the consumer, the Consumer Service Center will immediately forward the case to the relevant enforcement agency based on the nature of the complaint, in accordance with Article 31 of the Taipei City Self-Government Ordinances for Consumer Protection. Upon receiving the case, the enforcement agency will issue a letter requesting the business to provide a written response in accordance with Article 43 of the Consumer Protection Act or to communicate directly with the complainant to resolve the issue. 2. If the first complaint is not properly addressed, the complainant may file a second complaint or request mediation. For the second complaint, the consumer protection officer will invite both the complainant and the business to a meeting for negotiation. 3. If the second complaint is still not properly resolved, the consumer may apply for mediation, which will be conducted by the Consumer Dispute Mediation Committee of the Taipei City Government. Source: Department of the Legal Affairs, Taipei City Government
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