Legal analysis: acceptance-investigation-mediation. The procedures for consumer associations to mediate complaints are as follows: First, accept consumer complaints; The second is to investigate and verify the problems reflected by consumers; Third, on the basis of investigation and verification, if both parties voluntarily accept mediation by the Consumer Association, the Consumer Association will organize mediation.

Legal basis: Paragraph 5 of Article 37 of the Law of People's Republic of China (PRC) on the Protection of Consumers' Rights and Interests accepts complaints from consumers, and investigates and mediates them.