Annual Report On China Consumer Rights Protection Released

The State Administration for Industry and Commerce today released the first annual report on China's consumer rights protection, announces ten hot issues of consumer complaints in 2015, mainly in mobile phones, automobiles and spare parts.

Online shopping, residential services, prepaid card services, etc.

According to the report, 145 thousand and 800 online shopping complaints in 2015, an increase of 87.3% over the same period.

Consumer complaints are focused on commodities.

False promotions, merchants refused to implement the "seven days no reason to return" provisions, personal information leakage, delivery delay.

The report also published ten typical cases of consumer rights protection in 2015.

For example, the Central Plaza Sales Department of Shanghai (financial) Information Service Co., Ltd., in the day-to-day business activities, collects personal information through the QQ network platform, or collects personal information from related employees such as real estate, finance, insurance, automobile 4S stores, etc., and organizes the financial planners to promote the P2P financial products of the parties one by one by listing information.

The investigation team of the Shanghai industry and Commerce Bureau concluded that the parties' actions to collect and use consumers' personal information without the consent of the consumers violated the twenty-ninth paragraph 1 of the consumer protection law. "Operators should collect and use personal information of consumers. They should follow the principles of legality, legitimacy and necessity, express the purpose, mode and scope of collection and use of information, and agree with consumers."

The collection and use of personal information of consumers shall disclose their collection and use rules, and shall not violate the provisions of laws and regulations and the collection and use of information by the two parties, which constitutes a violation of the legitimate rights and interests of consumers.

In May 2015, the Shanghai industrial and Commercial Bureau Inspection Team fined 550 thousand yuan in accordance with the law.

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In the first quarter of 2016, the consumers' complaints were handled by 5242 consumers' committees at all levels in the province, 4756 pieces were resolved, the resolution rate was 90.73%, and 6 million 822 thousand and 600 yuan was recovered for consumers.

Among them, WeChat marketing, prepaid consumption, housing sales and other three aspects of the dispute became a hot topic in the first quarter.

Statistics show that the first quarter consumer complaints caused by quality still rank first, followed by complaints about after sale services and contracts, ranking second and third respectively.

From the point of view of complaints about goods and services, a total of 3321 complaints were received by consumers at all levels in the first quarter, accounting for 63.36% of the total complaints.

Among them, household electronic and electrical appliances, clothing, shoes and hats, daily goods, pportation, housing and building materials category accounted for the top five complaints.

At the same time, consumer complaints at all levels also received 1921 complaints from service categories, accounting for 36.64% of the total complaints.

Among them, telecommunications services, life, social services and Internet services category complaints the top three.

It is understood that with the popularity of social networking tools WeChat has evolved into an extension tool for online shopping, WeChat circle of friends selling things, winning business coupons and so on, has gradually become a new way of sales and promotion of businesses.

Consumer disputes arising from shopping in WeChat's circle of friends are also gradually increasing, becoming a new hot spot for complaints.

However, the Provincial Consumer Council reminds consumers that WeChat shopping is still a private paction, and is not protected by the new consumer law. The amount of WeChat shopping is often smaller. Although consumers can also resolve the WeChat shopping dispute through judicial means through the contract law, the cost of investment may be much higher than the value of the commodity itself, so it is recommended not to use WeChat shopping.

It is suggested that online shopping should try to choose a large business platform with good reputation and complete licenses. Such platforms have strict payment procedures, which are more convenient and quicker.

The news sent to WeChat friends, especially the strange links, should be vigilant. Don't easily buy online shopping in unknown websites or friends circle to avoid being fooled.

At the same time, prepaid consumption disputes occur frequently and can not be ignored.

In the case of consumer complaints, there are mainly many problems, such as the business volume is missing, the consumption balance redemption is very difficult, the quality of prepaid card products and services can not be effectively protected, businesses are closed or pferred without refund, businesses unilaterally or excessive use of interpretation rights and so on.

In this regard, the provincial council reminds consumers that when handling stored value membership cards, we must be cautious and rational, and do cards according to their actual needs.

It is necessary to check the business qualification of the merchants, choose the businessmen with large scale, complete license and high market credibility, and try to sign a written contract.