第三章 经营者的义务

 

CHAPTER III OBLIGATIONS OF BUSINESS OPERATORS

 

第十六条 经营者向消费者提供商品或者服务，应当依照《中华人民共和国产品质量法》和其他有关法律、法规的规定履行义务。

 

Article 16 A business operator providing a commodity or service to a consumer shall perform obligations in accordance with the Product Quality Law of the People's Republic of China and other relevant laws and regulations.

 

经营者和消费者有约定的，应当按照约定履行义务，但双方的约定不得违背法律、法规的规定。

 

Where an agreement exists between a consumer and a business operator, obligations shall be carried out in accordance with that agreement. An agreement between the parties concerned shall not, however, be in contravention of laws and regulations.

 

第十七条 经营者应当听取消费者对其提供的商品或者服务的意见，接受消费者的监督。

 

Article 17 A business operator shall listen to and take account of suggestions regarding commodities and services provided by it and shall be subject to supervision by consumers.

 

第十八条 经营者应当保证其提供的商品或者服务符合保障人身、财产安全的要求。对可能危及人身、财产安全的商品和服务，应当向消费者作出真实的说明和明确的警示，并说明和标明正确使用商品或者接受服务的方法以及防止危害发生的方法。

 

Article 18 A business operator shall ensure that commodities and services provided by it meet with the requirement for the safeguard of the person and property of the consumer. Where a commodity or a service may jeopardise safety of person or property of the consumer, it shall make a true statement and clear warning explaining and indicating correct methods for the use of such a commodity or receipt of such a service and preventative measures against such an occurrence.

 

经营者发现其提供的商品或者服务存在严重缺陷，即使正确使用商品或者接受服务仍然可能对人身、财产安全造成危害的，应当立即向有关行政部门报告和告知消费者，并采取防止危害发生的措施。

 

A business operator which finds a commodity or a service provided by it to have a serious defect which may cause harm to the safety of person or property of the consumer, even where such a commodity or a service is used correctly, must immediately make a report to the relevant authorities, inform consumers and adopt preventative measures against such occurrence.

 

第十九条 经营者应当向消费者提供有关商品或者服务的真实信息，不得作引人误解的虚假宣传。

 

Article 19 A business operator shall provide consumers with true information concerning commodities and shall not conduct false advertising.

 

经营者对消费者就其提供的商品或者服务的质量和使用方法等问题提出的询问，应当作出真实、明确的答复。

 

A business operator shall provide true and clear answers to questions raised by consumers concerning the quality and use of commodities or services provided by it, and other related issues.

 

商店提供商品应当明码标价。

 

Retailers shall clearly mark prices on the commodities provided by them.

 

第二十条 经营者应当标明其真实名称和标记。

 

Article 20 A business operator shall clearly indicate its true name and trade.

 

租赁他人柜台或者场地的经营者，应当标明其真实名称和标记。

 

A business operator leasing counters or venues shall clearly indicate its true name and trade.

 

第二十一条 经营者提供商品或者服务，应当按照国家有关规定或者商业惯例向消费者出具购货凭证或者服务单据;消费者索要购货凭证或者服务单据的，经营者必须出具。

 

Article 21 A business operator providing commodities or services shall issue a purchase or service voucher to consumers in accordance with relevant State regulations or commercial practices. A business operator must issue a purchase or service voucher where requested to do so by a consumer.

 

第二十二条 经营者应当保证在正常使用商品或者接受服务的情况下其提供的商品或者服务应当具有的质量、性能、用途和有效期限；但消费者在购买该商品或者接受该服务前已经知道其存在理疵的除外。

 

Article 22 A business operator shall ensure that the commodities or services which it provides possess the quality, functions, usages and dates of expiry that they should have during the normal use of such commodities or receipt of such services, except where a consumer is already aware of the existence of defects before purchasing such commodities or receiving such services.

 

经营者以广告、产品说明、实物样品或者其他方式表明商品或者服务的质量状况的，应当保证其提供的商品或者服务的实际质量与表明的质量状况相符。

 

A business operator indicating the quality condition of a commodity or a service by way of advertisement, product description, physical example or other means must ensure that the actual quality of the commodity or service provided by it is consistent with the indicated quality condition.

 

第二十三条 经营者提供商品或者服务，按照国家规定或者与消费者的约定，承担包修、包换、包退或者其他责任的，应当按照国家规定或者约定履行，不得故意拖延或者无理拒绝。

 

Article 23 A business operator which bears responsibility for guaranteed repair, replacement and return or other liability in accordance with State regulations or an agreement with a consumer in providing a commodity or a service must carry out such responsibilities in accordance with State regulations or the agreement and shall not be permitted to deliberately procrastinate or refuse to do so without reason.

 

第二十四条 经营者不得以格式合同、通知、声明、店堂告示等方式作出对消费者不公平、不合理的规定，或者减轻、免除其损害消费者合法权益应当承担的民事责任。

 

Article 24 A business operator shall not be permitted to set unreasonable or unfair terms for consumers or alleviate or release itself from civil liability for harming the legal rights and interests of consumers by means of standard contracts, circulars, announcements, shop notices, etc.

 

格式合同、通知、声明、店堂告示等含有前款所列内容的，其内容无效。

 

Where standard contracts, circulars, announcements, shop notices, etc, contain contents as listed in the preceding paragraph, the contents of such standard contracts, circulars, announcements and shop notices, etc, shall be invalid.

 

第二十五条 经营者不得对消费者进行侮辱、诽谤，不得搜查消费者的身体及其携带的物品，不得侵犯消费者的人身自由。

 

Article 25 A business operator shall not insult or slander consumers. A business operator may not search the body of a consumer or articles carried by a consumer and shall not infringe upon the personal freedom of a consumer.

 

第四章 国家对消费者合法权益的保护

 

CHAPTER IV STATE PROTECTION OF THE LEGAL RIGHTS AND INTERESTS OF CONSUMERS

 

第二十六条 国家制定有关消费者权益的法律、法规和政策时，应当听取消费者的意见和要求。

 

Article 26 The State must, when formulating laws, statutory regulations and policies concerning the rights and interests of consumers, listen to and take into account the views and requirements of consumers.

 

第二十七条 各级人民政府应当加强领导，组织、协调、督促有关行政部门做好保护消费者合法权益的工作。

 

Article 27 People's Governments at all levels shall strengthen their leadership in organization, coordination and supervision of the work of the relevant administrative departments for the protection of the legal rights and interests of consumers.

 

各级人民政府应当加强监督，预防危害消费者人身、财产安全行为的发生，及时制止危害消费者人身、财产安全的行为。

 

People's Governments at all levels shall improve supervision in order to prevent acts harmful to the safety of the person or property of consumers and to promptly stop acts which are harmful to the safety of the person and property of consumers.

 

第二十八条 各级人民政府工商行政管理部门和其他有关行政部门应当依照法律、法规的规定，在各自的职责范围内，采取措施，保护消费者的合法权益。

 

Article 28 The administrations for industry and commerce and other relevant administrative departments of the People's Governments at all levels must adopt measures, in accordance with laws and statutory regulations and within their respective powers and functions, to protect the legal rights and interests of consumers.

 

有关行政部门应当听取消费者及其社会团体对经营者交易行为、商品和服务质量问题的意见，及时调查处理。

 

The relevant administrative departments must listen to the views of consumers and their social organizations on issues concerning transactions, quality of commodities and services of business operators, and investigate and handle such issues in a timely manner.

 

第二十九条 有关国家机关应当依照法律、法规的规定，惩处经营者在提供商品和服务中侵害消费者合法权益的违法犯罪行为。

 

Article 29 The relevant State authorities shall penalize, in accordance with laws and statutory regulations, business operators for illegal and criminal acts that infringe upon the legal rights and interests of consumers during the provision of commodities and services.

 

第三十条 人民法院应当采取措施，方便消费者提起诉讼。对符合《中华人民共和国民事诉讼法》起诉条件的消费者权益争议，必须受理，及时审理。

 

Article 30 The People's Courts shall adopt measures to facilitate the institution of legal proceedings by consumers. Disputes over the rights and interests of consumers that meet the conditions for instituting an action under the Code of Civil Procedure of the People's Republic of China must be accepted and promptly heard.