Law Information | Laws & Regulations Database of Taipei City

1. The Taipei City Government (hereinafter referred to as "this Government") makes this Directions for purposes of protecting the rights and interest of consumers, promptly and reasonably resolving consumer dispute matters (hereinafter referred to as the "Dispute Case(s)"), and improving the quality of Dispute Cases handling.
2. Each purpose industry competent authority of this Government (hereinafter referred to as the "Executive Authority") shall handle the Disputes Cases in accordance with the provisions of this Directions besides the Consumer Protection Act, the Regulations Governing the Mediation of Consumer Disputes, the Taipei City Self-Government Ordinances for Consumer Protection and the Directions for handling Consumer Complaint Cases.
3. For purpose of this Direction, the Dispute Case shall mean a dispute arising between a consumer and a trader out of product or service for which a complaint or an application for mediation has been filed with this Government.
4. A Dispute Case that was not properly settled after undergoing a mediation procedure before a consumer ombudsman, where the consumer expressly rejected any further mediation procedure before a Consumer Ombudsman, may be handled in accordance with Article 44-1 of the Consumer Protection Act and the Regulations Governing the Mediation of Consumer Disputes,
5. After accepting a Dispute Case, the Executive Authority shall immediately request the trader in writing to properly resolve the Dispute Case within fifteen days. The Executive Authority may notice the trader to submit explanation in the event an investigation is needed.
6. The Executive Authority handling the Dispute Cases shall, prior to the closing of the case, inquire the consumer of the result of the handling of the Dispute Case as well as the consumer's willingness to have the case transferred to a Consumer Ombudsman, and clearly record such consumer's willingness in its return letter to the Department of Legal Affairs.
7. When submitting a Dispute Case, the consumer shall provide his/her name and one of the following information to the trader to facility the notification of negotiation or mediation: (1) address; (2) phone number; or (3) email address. If the consumer fails to provide the information set forth in the preceding paragraph, this Government may notice the consumer in writing to rectify within a specific period of time.
8. If due to a justifiable reason the consumer will not attend the negotiation or mediation session at the time scheduled by this Government, the consumer may by a written application specifying the reason and requesting this Government to reschedule, provided, however, that only one such application shall be allowed.
9. After the Consumer Service Center receives a complaint, it may elect to ignore the complaint or to make other adequate dispositions if any of the following circumstances should exist: (1) the matter underlying the complaint was adjudicated, mediated or was resolved properly; (2) a notice for rectification with a time limit was sent but no rectification was made during such time limit; (3) the matter is not a Dispute Case; (4) the complaint is not filed by the consumer or his/her agent; (5) the matter underlying the complaint was previously mediated by the Consumer Dispute Mediation Committee unsuccessfully; (6) there exists no adverse party: (7) the complaint states no substantive content or did not contain a truthful name or address; and (8) the same matter has been repeated complaint after it was properly handled and clearly responded to.
10. Those Dispute Cases involving violation of the Personal Data Protection Act shall be handled by the respective Executive Authorities.