Introduction to Suzhou Laundry Industry Association

Ni Jiren Secretary-General

1. Establishment of Suzhou Laundry Industry Association:

Suzhou Laundry Industry Association was established in April 2003. Members who join this association include enterprises and individual businesses engaged in laundry services, production and operation of laundry equipment and raw materials, garment production and operation, as well as relevant research, teaching (training) units and individuals in the laundry industry.

2. Purpose of Suzhou Laundry Industry Association:

The purpose of Suzhou Laundry Industry Association is to abide by the law, earn trust with sincerity, unite and coordinate, and strive for progress. It aims to safeguard the legitimate rights and interests of its members and consumers, serve the government and society, and work for a harmonious society and prosperous economy.

3. Subordinate organizations of Suzhou Laundry Industry Association:

Suzhou Laundry Industry Association has established offices and complaint supervision stations in various county-level cities, authorized to issue certificates. The directors of these offices and heads of supervision stations in county-level cities concurrently serve as vice presidents.

4. Social influence and authority of Suzhou Laundry Industry Association

1. The Secretary-General of the association is the legal representative and concurrently serves as the Executive Vice President;

2. The Secretary-General concurrently serves as an expert member of the Suzhou Arbitration Committee, director of the 12315 liaison station of Suzhou Administration for Industry and Commerce, director of Suzhou Laundry Quality Appraisal Center, and head of the Laundry Industry Rights Protection Supervision Station of Suzhou Consumer Rights Protection Committee;

3. Since the establishment of the Suzhou Consumer Association in 1988, for 21 years, the association has consistently assisted the Suzhou Consumer Association and relevant district consumer associations in mediating laundry consumption disputes, and frequently accepted interviews and studio speeches from radio, TV stations, major newspapers, and Suzhou Radio and Television Station. Therefore, Suzhou Laundry Industry Association has gained considerable social influence and professional authority in the industry.

5. Suzhou Laundry Quality Appraisal Center

Before the establishment of Suzhou Laundry Quality Appraisal Center, visits were made to the Secretary-General and complaint department directors of the Suzhou Consumer Rights Protection Committee and Suzhou Industrial Park Consumer Rights Protection Committee, as well as secretaries of consumer rights protection committees in various districts and county-level cities, the Suzhou Arbitration Committee, director of the Textile Product Quality Testing Institute, and leaders from Jiangsu Garment Research Institute and Jiangsu Garment Training School. Opinions were coordinated and the above leaders were invited to serve as supervisors or consultants for the appraisal center.

6. Seriousness, authority, and legality of Suzhou Laundry Quality Appraisal Center's appraisal reports:

The "Suzhou Laundry Quality Appraisal Report" consists of two parts

The upper part of the appraisal report is "1. Request for Appraisal Application Agreement," and the lower part is "2. Appraisal Report." This approach aims to transform the appraisal report, which originally lacked legal basis as a social organization document, into a legally binding document after being signed by both parties. Moreover, the report must be signed by at least four expert committee members. Therefore, the appraisal report is a legally protected document with full legality and authority.

Rights protection departments such as the Consumer Rights Protection Committee use this appraisal report as a basis for mediation when handling complaints that are technically difficult to identify.

The association strictly regulates the discipline, system, and procedures for issuing appraisal reports. For example, during the appraisal period, phone calls and text messages for favors are prohibited, as are letters and notes soliciting favors. If any fraud is discovered, the expert committee member's qualification in the appraisal center will be immediately revoked.

7. Mediation of laundry consumption disputes

(1) The association adheres to eight practical principles in mediating laundry consumption disputes:

1. Fairness: Treat everyone equally regardless of status or relation. Even directors are treated the same as ordinary people;

2. Equity: Protect the legitimate rights and interests of both operators and consumers equally;

3. Legality: Protect rights according to law and exercise mediation procedures and powers as per consumer law;

4. Reasonableness: Support whoever is right. Protecting consumers' legitimate rights also means protecting operators' rights;

5. Appropriateness: Adopt methods suitable to local conditions, time, people, and circumstances;

6. Scientific approach: For clothing quality issues difficult to reach consensus on, demonstrate washing with the same clothes to verify truth through practice;

7. Artistry: First break down barriers, ease the atmosphere, build rapport, inspire and guide, and finally persuade with reason;

8. Authority: Achieve the above seven principles to form authority recognized by all sectors of society.

(2) Adhere to the new concept of representing the fundamental interests of the broad masses and creating a harmonious society.

Our work represents the interests of the broad masses. Consumers and operators are both people and friends, not adversaries. Mediation aims to resolve conflicts, not expand or create them. We do not engage in unreasonable "consumer bias," as bias loses fairness. Many do not understand "consumer bias" correctly; true consumer bias means requiring operators to "reverse the burden of proof" (i.e., prove no fault) when necessary, not demanding operators pay unfairly against conscience. To achieve this, selfless and fearless authority is essential.

The purpose of handling complaints is to resolve consumption conflicts, promote social harmony, and advance human civilization.

The principle of handling complaints is to follow the "eight principles."

The method of handling complaints is guided by professional knowledge, inspiring and guiding, first communicating ideas, then drawing conclusions.
The ultimate effect of handling complaints is: at the end of mediation, both parties are convinced and satisfied, sign, and shake hands in reconciliation.

8. Suzhou Laundry Industry Association established a clothing branch, absorbing the clothing departments of major malls into the association.

The purpose of this move is:

1. To facilitate mediation of disputes over clothing quality issues;

2. To increase membership fee income to alleviate fee shortages, benefiting the normal development of the association's beneficial activities;

3. Strengthen the association team;

4. Better achieve industry self-discipline and self-regulation.

9. Training work on technical skills.

Currently, the focus issues for laundry enterprises are front desk service and stain removal technology. The Suzhou Laundry Industry Association is focusing on strengthening training for front desk clerks of enterprises in this industry, solving key issues in stain removal technology, and safety technology training in the laundry industry.

(1) Counter training:

1. The significance and concept of counter work;

2. Consumer protection law and industry regulations, systems and discipline;

3. Clothes receiving inspection skills;

4. "Ten Dos and Don'ts";

5. Counter operation and methods;

6. Communication skills with customers;

7. Concepts, skills, and methods for handling complaints;

8. Methods for dealing with special problems;

9. Simulation demonstrations and Q&A;

10. Examination and certification.

(2) Stain removal technology training

1. Stain removal concepts;

2. Identification of fabric fibers;

3. Physical and chemical properties of stain removal chemicals;

4. Stain removal methods and techniques;

5. Safety knowledge related to stain removal.

(3) Suzhou Laundry Industry Association safety production training:

1. Basic concepts:

(1) The safety work of an enterprise must be personally managed by the main person in charge of the enterprise. The main person in charge is the primary safety responsible person (the safety responsible person is not liable for safety accidents caused by force majeure factors such as natural disasters, wars, etc.);

(2) Safety work must be implemented simultaneously with the "five simultaneities," meaning safety work must be implemented simultaneously in planning, arranging, implementing, inspecting, and evaluating;

(3) Production must obey safety and must be carried out under the premise of ensuring safety;

(4) Enterprise safety work should focus on prevention and take precautions before problems occur.