And these problems account for the largest share of the Internet field, accounting for 10 of the seven problems, including: campus loans, sharing bicycles, Internet ordering, network car, e-commerce law, brush speculation, OTA Consumers Association said that through this list we can see that the people's growing needs for a better life and unbalanced development of the contradiction between the contradictions in the field of consumption is very prominent in which the 'Internet +' innovation Areas, the situation is particularly serious.
Let's take a look at the specific list:
No.1
Key words: Geriatric health care products social influence: 96.67
Hot analysis
Chaotic health care products market has been a high incidence of consumer complaints, 'the elderly blindly buy products' 'false advertising marketing,' 'product quality, but the negative' and other negative exposure after another 315 Central Television exposure Wuhan Le Baise and other companies to After the elderly sold unqualified health care products, Liu Hongbin (Bin) and Hu Zuqin, who touted the role of advertisements in perennial indictments of various 'experts', were also reported by the mainstream media one after another. Old trap has become the focus of public opinion.
In response to the phenomenon of 'pit oldness', the State Food and Drug Administration focused on the health care products market, stepped up its supervision, repeatedly publicized the regulatory results, ordered relevant enterprises to rectify and rectify, and sought to eliminate the chaos in the health care products market. At the same time, In the second half of 2017, China Consumer Association launched the national elderly consumer education activities, focusing on older consumers, the "false medical experts" incident, the local police quickly attacked the crime of false advertising on the investigation of Hu Zuqin et al, effectively deter criminals.In the second half of 2017, The most concerned about health care carried out 'into the community, into the rural areas, into the enterprise, into the unit, into the family' activities, to guide the elderly consumers false anti fraud, improve self-protection awareness .Public opinion believes that to eliminate 'chaos old' chaos By the joint efforts of regulators and social groups, it is necessary to fully mobilize the resources of various channels and attack them from the aspects of law enforcement, judiciary and social governance.
No.2
Key words: Campus loan Social influence: 89.17
Hot analysis
As a lending service for undergraduates, campus lending started in 2014 and ushered in explosive growth in 2015. However, the ensuing negative events such as "naked lending, chaotic charges and violence collection" were widely questioned. In 2017, students from all over the campus were deeply exposed to the crisis of campus loans, and the topic of "beauty loans" derived from campus loans has also become a consumer issue that has drawn much public attention this year. 'Suspected of entering the campus credit restricted area, Changsha, a network of lending platform for 39 college students litigation topics such as public opinion attracted great attention.
The general public believes that the 'Internet finance' itself is not good or evil, but as a new thing, in the process of transforming itself into a 'campus loan', its operating behavior needs to be further regulated.For the various campus fraud fraud, the CBRC, education Ministry of Human Resources and Social Security, Internet Finance Commission, etc. all issued notices this year to prohibit non-compliance agencies from providing campus loans to undergraduates.At the same time, Consumers Association organizations across the country made positive voices through various channels. On the one hand, they encouraged college students to establish correct consumption Concept and honesty awareness; on the other hand to the relevant government departments to carry out propaganda, it is recommended to strengthen the supervision of network credit and financial consumption.
No.3
Key words: Shared cycling social influence: 82.25
Hot analysis
The shared bicycle industry gradually showed its decline in the second half of this year after experiencing a rapid expansion in 2016 and the first half of 2017. The phenomenon of "refund of fees and charges" triggered by the collective "low tide" of large numbers of enterprises has become the subject of public concern this year According to incomplete statistics, six shared bicycle enterprises have run into difficulties in operation this year, resulting in a deposit loss of over one billion yuan. Typical events such as' Cool Cyclist Deposit Refund ',' Little Blue Bicycle was announced Dissolution 'and so have become a temporary focus of public opinion, led the topic continued exposure to heat.
The mainstream public opinion believes that there is a loophole in the supervision of the shared bicycle deposit so that the safety of funds can not be guaranteed and the effective solution to the problem of 'hard to refund' needs the synergy of enterprise autonomy, industry self-regulation and government supervision. And other cities have issued guidance to clear the rules of non-compliance penalties to curb the 'brutal growth' China Consumer Association repeatedly voiced during the year, through interviews with relevant enterprises, held forums, the publication of open letters to the public security criminal reports and other means positive Promote deposit and prepayment deposit and other rights and interests issues.In December, the Guangdong Provincial Consumer Council formally prosecute Xiaoming bicycle, start the first case of a public bicycle litigation in the country.While the regulators, consumers expect more vigorous regulatory measures Fall as soon as possible.
No.4
Key words: Internet ordering social influence: 79.67
Hot analysis
As a new format of catering services, online order service is quickly favored by young people due to its quickness, affordability and other characteristics. Behind the "hot takeout" are many hidden dangers such as safety and health, standardized management and supervisory responsibilities, Was exposed '' delivery staff to steal food and vomit guests 'and spit back' 'delivery staff insult retaliation to bad customers' and other vicious incidents by the public focus of today's attention to ensure consumers enjoy safe food and qualified services as Public hot discussion of consumer rights topics.
The take-away under the 'Internet +' involved many departments such as engineering, medicine, health, industry and commerce, quality supervision and other public expectations of the regulatory agencies can establish coordination mechanisms to enhance regulatory effectiveness in the absence of relevant laws and regulations In 2017, the State Food and Drug Administration and other departments took the lead in formulating the Measures for the Supervision and Management of Internet Catering Services (Draft for Comment) and the Rules for Delivery Delivery Services, and further regulated the disorderly competition in the take-away market. Governance effect worth the wait.
No.5
Keywords: hotel health social influence: 70.27
Hot analysis
In the second half of 2017, the hotel industry broke out bad hygiene scandals in a row, averting the public's quest for hotel hygiene to the top. 'Hangzhou Express Hotel environmental sanitation caused Tucao' 'Ji'nan quarter hotel cleaner with a towel to clean the toilet' Said the Beijing five-star hotel check-out does not change bed products' and the recent 'five-star hotel in Harbin toilet brush cup' event focused on the outbreak of a great sensation of consumers sensitive to the hotel service greatly reduced the trust, And even led to partitioning sleeping bags and other 'hotel artifact' selling for a while, so weird also triggered a wide range of public opinion and thinking.
Hotels and five-star hotel collective fall, the long-standing culpable health care hotel chaos and confiscated.After the incident, the local Health Planning Commission, Tourism Commission, Food and Drug Administration and other relevant departments to respond quickly to the hotel involved Carry out joint law enforcement, appointment of responsible persons, order rectification work, etc. The mainstream opinion of the media believes that matching tourists with the services they enjoy will not only require serious rectification of the exposed problems in the future, Need the relevant departments of the hotel industry to form a normalized, institutionalized regulation.Therefore, a two-pronged approach, the hotel can only be forced to defend the bottom line.
No.6
Keywords: Network about the car social influence: 69.50
Hot analysis
In the second half of 2016, the local network launched a new car about the car one after another to implement the network into the car to enter the development of the new year.New regulations landed inevitably lead to network about the car prices should return to the normal level of pain, but the business 'wayward price increase' The problem has also been consumer complaints focus.In April, easy to be exposed to the debt problem, a short period of time its platform drivers, the rapid rise of user rights exposure, triggering strong social concern .9 months, the first car about car preferential relief by the customer widely questioned , Limited use, difficult refunds and other issues have been exposed.The above reflects the 'fare increase' difficult to find, '' high-risk recharge 'and other issues, to become a network car hot topic in the field of consumption.
In January 2017, Shanghai Consumer Protection Commission and Transportation Commission talked about a number of enterprises in the issue of 'hard-to-hit cars' and clearly required enterprises to rectify the issue of fare increase in accordance with the law at the same time. Consumers Association actively respond to consumer concerns, open interviews Yi to vehicles, the first steam about the car and other enterprises, asked to properly solve the problems and promote the rectification process.Medical opinion, net about car as 'Internet + taxi + transport' The new model involves the immediate interests of the people, all parties need to work together to constantly sum up, improve, timely assessment, promote the network of the car industry standard development.
No.7
Key words: prepaid card consumer social influence: 66.16
Hot analysis
Since 2017, there have been some sudden issuance of prepaid card companies around the country, the escape of staff rolls, and related issues have deteriorated.Especially in beauty salons, dyeing, fitness, education and training and other service areas, due to the legal system Imperfections, unclear regulatory responsibilities and other reasons, often occur non-refundable balance, changes in business premises, service quality decline, loss of business operators and prepaid disputes and other typical cases such as 'the leopard collapse' 'gym' Walked one million yuan, the responsible person can not contact 'Beijing Education and Training Organization boss suspected of losing money together, hundreds of students difficult to recover tuition' and so widely public opinion.
Public suggestions should be led by the government and coordinated by many departments to formulate effective and effective laws and regulations to strengthen the supervision of related service industries and make this 'line of defense' a safeguards guarantee for prepaid consumption funds.In this regard, Jiangsu Province, the newly revised "Consumer Protection Regulations" to regulate the consumption of prepaid cards to enhance consumer privacy protection to make a series of specific provisions, etc. And with the Internet + prepaid consumption patterns continue to derive, to strengthen pre-paid business model Regulation, the demand is pressing day by day.
No.8
Key words: "E-commerce Law" Social influence: 64.37
Hot analysis
In recent years, the rapid development of e-commerce has provided consumers with more convenient services, but at the same time, the quality of products and service quality are mixed, showing many cases of infringement on consumers' rights and interests. The early introduction of "Electronic Commerce Law" has also become a consumer highly anticipated event.
The legislation on e-commerce law has entered a crucial stage in 2017. At present, the NPC Standing Committee has conducted a second review of the draft e-commerce law. Compared with the first draft of the draft, the second draft of the draft is of great significance in protecting the rights and interests of consumers and strengthening the platform The protection of intellectual property rights of operators, and the regulation of e-commerce platforms, etc. The relevant parties are also speeding up the revision of the draft and strive for the formal promulgation and implementation of the draft in 2018. "The Electronic Commerce Law" is the basic law in the field of e-commerce in our country and Consumer rights and interests.Therefore, the China Consumer Association held several forums this year, invited experts, scholars and lawyers from the perspective of protecting the rights and interests of consumers on the "E-Commerce Law (Draft)" proposed amendments to strive to make The Electronic Commerce Law has become a powerful weapon for protecting the rights and interests of consumers in the new economy and new consumption patterns.
No.9
Keywords: brush single fried social influence: 63.62
Hot analysis
As Alibaba sued the case of a single brush company, the black brush of the Internet industry chain surfaced, embracing, praise back, negative feedback to suppress ...... to consumer consumer decision-making to provide more reference information online shopping evaluation Is being manipulated maliciously by merchants, seriously undermined the online shopping credit system.Since this year, the 'Jingdong crowdfunding was suspected of mass production of single-brush' 'e-commerce sued the first case of a single platform trial million million brush hands as a college student' and other news Have become the focus of public attention, continue to set off waves in the network of public opinion.
Public opinion generally believes that the behavior of 'brushing single' infringes the consumers' right to information and disrupts the market order, and the government should further improve the integrity of the social credit system and the online transaction integrity evaluation system .In this regard, the National Development and Reform Commission, the People's Bank of China , The Central Network Information Office, the Ministry of Public Security, Ministry of Commerce, SAIC, AQSIQ and China Consumer Association signed the "Action Plan on Joint Disciplinary Action on E-commerce and Sharing Chaos of Credit-related Deeds in Economic Field" , E-commerce brushstrips speculation behavior produced a powerful deterrent.In 2017, the document as a program of action, was actively transmitted by a number of prefectural and municipal government departments, for the call to the whole society and consumers jointly resist the behavior of brush speculation Played a significant role.
No.10
Key words: OTA business bundling social influence: 62.00
Hot analysis
Online travel has become the hardest hit in consumer complaints in 2017. According to the complaint platform data of People's Daily Online on March 15, the number of online travel business complaints reached a peak in August, accounting for 65.6% of the total monthly complaints. The issue of 'bundled sales' became a complaint Hot spots. "In October, 'actor Han Xue microblogging shelling co-bundled sales' and 'Ctrip repeat half a year cheat consumers after 10 billion' event aroused great repercussions, travel platform bundled sales once again sparked consumer hot discussion, become the focus of public opinion .
The mainstream media that the tense ticket tying repeated, the fundamental reason is that our country only in the field of normative provisions, and the lack of mandatory penalties, resulting in low cost of corporate violations, high cost of consumer rights.To address this issue, as early as 4 In January, the Consumer Association of China (CASC) conducted a letter to Ctrip.com to initiate a survey of tying events reflected by consumers and the media and required other OTA companies with similar problems to take the initiative to rectify the situation. In addition, various departments of industry and commerce and insurance supervision also remained close Paid attention to and exercised their supervisory functions and monitored the evaluation information of network operators on a number of third-party platforms.In December, the insurance regulatory department made two administrative penalties, effectively deterring the OTA enterprises that are still on the verge of breaking the rules.