Consumer rights are gaining more prominence. However, most consumers do not know how to initiate and manage a consumer dispute. According to the Consumer Protection Law, the resolution of consumer disputes could be divided into appeals and mediation, followed by consumer litigation.

STEP 1: First Complaint

In accordance with the Consumer Dispute Complaint Handling Principle, competent authority must notify in writing to the responding enterprise a request for a proper resolution of a dispute logged by a consumer. For instance, a general business dispute shall be notified to an enterprise by the Economic Development Bureau. The enterprise is required to process the complaint within 15 days after the complaint was filed.

STEP 2: Second Complaint

If the first complaint was not handled properly, according to the Consumer Protection Law, Article 43 Paragraph 1, the applicant may file the second complaint to the Consumer Ombudsman. Consumer Ombudsman will organize a meeting with all related parties for a consultation and discussion of the issue. If the violation is serious, the complaint may be directly processed in accordance with the second complaint procedure.

STEP 3: Mediation

If the complaint filed according to preceding procedures received no satisfactory resolution, the applicant may apply to Consumer Dispute Mediation Committee for mediation.

STEP 4: Consumer Dispute
The jurisdiction of consumer dispute depends on the location of the business in question or the location of the alleged violation, which includes the engagement of conduct, the performance of contract and the infringement of rights. There are also special regulations that allow consumer protection groups to bring litigation filed under their own names, claim for punitive damages and be exempted from court fees.