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Currently, when city and county governments handle consumer disputes, the data source mainly comes from the "Executive Yuan Consumer Dispute Complaint and Mediation Case Management System", which is then assigned to each city and county's Consumer Protection Officer Office and Consumer Service Center for case processing. Most units use electronic documents to control and track cases. However, with personnel changes or unified handling of similar cases, it is necessary to establish structured system data for control and archiving to achieve efficiency improvements.

When consumer disputes arise between consumers and business operators due to goods or services, negotiation is conducted through the first complaint, and business operators must properly handle it within fifteen days from the date of the complaint. If not properly handled, a complaint can be filed with the Consumer Protection Officer (second complaint). If it is still not properly handled, mediation can be requested from the Consumer Dispute Mediation Committee. Once mediation is established and approved by the court, it has the same effect as a final civil judgment, and the parties cannot file another lawsuit for the same incident. Therefore, when handling related data and complaint result records of the same consumer in different complaint processes, the more complete the history that first complaint, second complaint, and mediation handlers have when taking over the case, the easier it is to grasp the situation. Therefore, through the Consumer Protection Case Management System (Legal Case Management System), it can facilitate handlers, consumer protection officers, or users with different permissions to collaborate through the system.

ISCOM International Information provides consistent processing operations through the system for different stages of business handlers, consumer protection officers, or mediators in the consumer dispute case handling process for first complaints, second complaints, and mediation cases. By accumulating annual case data, it provides units with the ability to deploy batch processing of related surge cases in advance. Finally, it provides functions such as performance tracking and statistics on processing days, making it convenient to grasp the progress of each case and staff performance.

Product Features

Since 2016, ISCOM International Information has built the Consumer Protection Case Management System. Based on relevant laws and technological advancements, we provide project construction and planning and development of additional features for units.

• Modular system development: Functions can be added according to requirements, allowing for incremental updates.
• Information security design: Database personal data fields are encrypted and masked. Upon system delivery, vulnerability and code scan reports are provided to ensure the project system has no medium to high risks.
• Batch case consolidation processing: Consolidate multiple cases of the same complainant for convenient case association and aggregation.
• Consistent consumer protection case management services: From first complaint, second complaint to mediation, system cases can be organized according to stage processes, making it convenient for handlers at each stage to trace related histories.
• Quantitative case progress statistical charts: Reports can be flexibly adjusted according to needs, making it convenient for handlers to grasp case assignment status and processing progress.