On March 14, the State Administration for Industry and Commerce issued the “Report on Protection of Consumer Rights and Interests of the Industry, Industry and Market Supervision Departments in 2017”, and “Analysis of the Status of the Industry, Commerce and Market Supervision Departments in 2017 Dealing with Consumer Complaints and Reporting Advice” (hereinafter referred to as 'Report'). Two reports. The report shows that as China's economic restructuring accelerated, the number of commodity-related complaints in 2017 decreased compared to last year, while service-related complaints accounted for 49.7%, up 4.3% year-on-year. The data show that in 2017, a total of accepted networks There were 685,700 shopping complaints, an increase of 184.4% year-on-year.
With the rapid development of online product retailing, online shopping complaints are still the hardest-hit areas. The data shows that such complaints are mainly distributed in Zhejiang, Guangdong, Beijing, Shanghai and Jiangsu provinces, accounting for 86.3% of the total. Among them, Zhejiang accounts for 34% of the total. The proportion is ranked first.
Zhou Shiping, director of the Bureau of Consumer Protection of the State Administration for Industry and Commerce, revealed at the press conference of the State Administration for Industry and Commerce on March 14 that on March 15, 2018, the second phase of the nation’s 12,315 Internet platform will be formally launched.
Leasing service complaints soared
With the continuous improvement of spending power, the consumption structure of residents has been transformed and residents' consumption has been continuously upgraded. Correspondingly, the amount of complaints about upgrading consumption has grown rapidly.
This is reflected in: Consumer complaints for improving the quality of life of cultural and sports entertainment products, cosmetics, computers and ancillary equipment increased by 107.9%, 76.3% and 27.4% year-on-year, respectively; consumer complaints for improving the home environment, such as decoration building materials and decoration and decoration services, increased year-on-year respectively. 28.1% and 86.4%; Consumer complaints for facilitating social service such as leasing services and intermediary services increased by 790.4% and 49.7% year-on-year, respectively.
It is worth noting that consumer complaints on leasing services are the fastest growing among all service-related complaints in 2017. From the perspective of the past five years, the number of complaints on leasing services has continued to grow.
The reason why the volume of complaints for rental services soared in 2017 was related to the rapid development of shared bicycles. The report shows that 64.6% of complaints refer to bicycle rental services.
The report pointed out that the issues of consumer complaints are concentrated in: The bicycle rental service has delays or refusals to refund the deposit and balance, too many vehicle faults, the amount of system fault recharging is inconsistent with the actual, unable to contact customer service, etc.
Zhejiang accounted for more than 30% of online shopping complaints
As the number of Internet users in China has increased year by year, the retail sales of online products have accelerated significantly, and complaints involving online shopping have also shown rapid growth.
According to statistics, in 2017, a total of 685,700 online shopping complaints were received, an increase of 184.4% year-on-year. Such complaints were mainly distributed in Zhejiang (34%), Guangdong (26.5%), Beijing (15%), Shanghai ( 6.5% and Jiangsu provinces (4.3%) accounted for 86.3% of the total.
This is related to the rapid development of the above-mentioned five provinces in the e-commerce industry. According to the “2017 China Digital Economy Development Report” published by Alibaba Group, in the first 11 months of 2017, Guangdong, Zhejiang, and Jiangsu are the largest traditional e-commerce provinces. The share of e-commerce sales. Among them, Guangdong and Zhejiang accounted for 25% and 22% respectively, followed by Jiangsu, Shanghai, and Beijing.
Judging from the problems reflected by consumers, the main focus of advertisements contained false content, counterfeit goods, and unqualified quality. There was no reason to return for the seven-day non-fulfillment of state regulations, and the obligations of three guarantees were not covered.
Zhang Mao, director of the State Administration for Industry and Commerce, recently visited Xinhua.com, the China government's "Voice of Ministers," when he said that he is actively promoting online shopping 'with no reason to return the goods on the 7th'. At the same time, he also promotes physical shopping. There is no reason to return merchandise for offline shopping.' This protects the consumer on the one hand and on the other hand is good for the goodwill of the business. '
It is worth noting that Li Yanming, deputy director of the Consumer Protection Bureau of the State Administration for Industry and Commerce, stated that on March 15th this year, the second phase of the nation's 12315 Internet platform will be formally launched. On the basis of the first phase of the platform, the second phase of the platform will further unblock the log-in channel. Online dispute resolution mechanism, electronic maps and other functions.
"Daily Economic News" reporter noted that online dispute resolution mechanism is also one of the highlights of the second phase of the platform.
Li Yanming stated that consumers can directly complain to enterprises that have opened this function, and can also lodge complaints with industry and commerce and market supervision departments. For complaints received through the platform, online consumer dispute resolution companies should actively negotiate with consumers within ten working days. If the parties fail to settle, the consumer may also choose to continue to complain to the industry and commerce and market supervision authorities.
According to reports, at present, Alibaba, Red Star Macalline, Wangfujing Department Store, P & G, Jingdong and other online consumer dispute resolution companies have been on-line.