Solution: 1. Complaint mediation. After a consumer and a business operator have a dispute over their rights and interests, they request the Consumer Protection Committee to mediate, that is, a third party persuades, communicates and mediates both parties to the dispute, so as to urge both parties to reach a settlement.

Second, administrative appeals. Consumers and business operators may, after disputes over their rights and interests, request the relevant administrative departments to resolve the disputes. It has the characteristics of high efficiency, rapidity and strength. When consumers decide to complain, they usually state their requirements, reasons and relevant factual basis in writing. If a settlement is reached with the operator, the complaint may be withdrawn and the relevant administrative department may be required to make a conciliation statement.

Third, submit to arbitration. The two sides reached an agreement to voluntarily submit the dispute to an arbitration institution for mediation and make a judgment or award. Arbitration has the characteristics of simple procedures for the parties, final arbitration, expert arbitration, low cost, confidentiality and little mutual influence. The arbitration fee shall be borne by the losing party in principle, and the arbitration tribunal shall determine its own arbitration fee according to the responsibilities of each party.

Fourth, file a lawsuit. If the legitimate rights and interests of consumers are infringed, they may bring a lawsuit to the people's court and request the court to conduct a trial in accordance with legal procedures. The lawsuit brought by consumers because their legitimate rights and interests are infringed belongs to the category of civil litigation.

Legal objectivity:

Article 55 of the Law on the Protection of Consumers' Rights and Interests stipulates that if an operator commits fraud in providing goods or services, it shall increase the compensation for the losses it has suffered according to the requirements of consumers, and the amount of compensation shall be three times the price of the goods purchased by consumers or the cost of receiving services; If the amount of additional compensation is less than that of 500 yuan, it shall be 500 yuan. Where there are other provisions in the law, those provisions shall prevail.

Where a business operator knowingly provides goods or services to consumers, causing death or serious damage to the health of consumers or other victims, the victims have the right to demand compensation from the business operator in accordance with the provisions of laws and regulations such as Articles 49 and 51 of this Law, and have the right to demand punitive damages less than twice.