On January 7, a reporter learned from the 12315 Consumer Complaints and Reporting Command Center of the Nanning Industrial and Commercial Bureau that the "V. Yi" system has been in operation since its launch. This advanced system now offers automatic voice response, call transfer, and SMS notification features. These improvements have helped divert 41.46% of calls away from manual operators, making consumer rights protection more accessible, convenient, and efficient.
The "V. Yi" system was officially launched in July 2017, marking a shift from traditional manual call handling to a smarter, more integrated model of consumer protection using the power of the internet. The self-service voice response feature is available 24/7, helping to reduce wait times and manage high volumes of complaints more effectively.
Previously, consumers often had to be redirected to other government departments when calling 12315. Now, with the "V. Yi" system, they can directly transfer their call to relevant authorities such as the food and drug administration, tax bureau, education department, price control office, and real estate management agencies—all without hanging up. Additionally, the system sends SMS notifications to inform users about their inquiry details and the number they are being transferred to, further enhancing consumer awareness and knowledge about their rights.
In November 2017, Ms. Huang received a call from the 12315 "V. Yi" system after she purchased a thermal-adjusting garment worth RMB 13,585 from a beauty and body care center in Nanning. She believed the product did not match the merchant’s description and requested a refund. Although the merchant agreed, no specific timeline was given. After mediation by the business sector, the full refund of 13,585 yuan was processed. Ms. Huang expressed her gratitude and praised the system for its efficiency in protecting consumer rights.
According to statistics, as of December 31, 2017, the total number of calls to the 12315 hotline reached 76.72%, with 41.46% of manual connections quickly redirected. This allowed the system to provide call transfer services to 5,473 users. This initiative significantly reduced administrative costs and made the consumer rights protection process more efficient and transparent.
The introduction of the "V. Yi" system has not only improved the connection rate of the 12315 hotline but also automatically redirected non-industrial and commercial-related complaints to the appropriate authorities. It enables consumers to file complaints or ask questions at any time while dialing 12315, increasing their awareness of consumer rights. As a result, the channels for consumer protection have become smoother, and the effectiveness of rights enforcement has continued to improve.
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