1. After receiving your complaint, the hotline will forward the acceptance form to the relevant department, and the latter will proactively call you.

2. Upon acknowledging the receipt of your case, the relevant department will contact you within 45 working days to mediate between both parties. If a mutual agreement is not reached during this period, the department will legally terminate the mediation. If your consumer dispute remains unresolved, you may choose to file a civil lawsuit with a People's Court that has jurisdiction.