According to the data released by the General Administration of Market Supervision today, in 2022, the national market supervision departments received a total of 29.4077 million consumer complaints, reports and inquiries through the national 12315 platform, telephone, fax, window and other channels, with a year-on-year increase of 23.5%. Among them, there were 13,103,800 complaints and 4,722,300 reports, which saved economic losses of 4,519 million yuan for consumers and effectively protected their legitimate rights and interests.
First, accelerate the gathering of consumer complaints
Judging from the trend in the past three years, consumption in Guangdong, Zhejiang, Shanghai and Beijing is accelerating. There is a positive correlation between the number of consumer complaints and the level of consumer activity. The proportion of consumer complaints in the four provinces and cities in the country has increased from 31.8% in 2020 to 45.16% in 2022.
Second, the recovery of losses exceeds 10 billion
In the past three years, faced with the impact of the epidemic, the downward pressure of the economy and the impact of the international situation, market supervision departments at all levels have handled a total of 74.5229 million complaints and reports, saving consumers 14.472 billion yuan in economic losses.
Third, complaints and reports about epidemic-related materials fell rapidly.
After the promulgation of "Article 20" and "New Article 10", the focus of epidemic prevention and control shifted from prevention and control of infection to medical treatment. From November 10, 2022 to the end of 2022, the national 12315 platform received 241,100 complaints and reports, up 3.88 times year-on-year, 2.95 times month-on-month and the highest peak reached 19.5 times. Among them, there were 141,800 complaints and 99,300 reports, recovering economic losses of 4,981,700 yuan.
Fourth, after-sales problems such as no delivery and no refund are outstanding.
In 2022, the national market supervision department accepted 13.1038 million consumer complaints, a year-on-year increase of 43.84%, and the growth rate was enlarged compared with 2021. Among them, the problem of after-sales service grew fastest, and the masses reflected it most strongly, with a year-on-year increase of 57.67%. Consumer demands mainly focus on non-refund, non-delivery, non-performance of the "three guarantees" commitment, non-implementation of the seven-day unreasonable return obligation, and untimely delivery.
V. There are shortcomings in the consumption of new energy vehicles.
In 2022, the national market supervision department accepted a total of 8,623,200 commodity complaints, accounting for 65.81% of the complaints, an increase of 4.37 percentage points over the previous year.
With the rapid increase in the penetration rate of new energy vehicles, in 2022, the platform received 16,000 complaints and reports of new energy vehicles, a year-on-year increase of 62.84%. Consumer demands focus on: imperfect after-sales service, failure to fulfill the "three guarantees" commitment; Sudden flameout, oil leakage, abnormal engine sound, brake steering failure and battery module damage during driving; Publish false information, induce consumers to sign unfair format clauses, and reduce the responsibility of car companies.
Sixth, disputes over new consumption hotspots have risen.
In 2022, new model problems such as digital collection (NFT) rose, making supervision more difficult, with 59,700 related demands (only 198 in the previous year). Under the craze of "blind box", consumer demands reached 41,400 pieces, up 61.72% year-on-year. IP cross-border co-branded products set off a buying frenzy, with 38,100 related demands, up 66.96% year-on-year. Some merchants took the opportunity to raise prices, but the problems of uneven product quality, fake and shoddy products, delayed delivery and lack of after-sales service were outstanding. Behind the fiery outdoor sports such as camping, the demand for sunscreen products and mosquito-repellent products increased by 99.12% and 149.62% respectively. Ice and snow sports are popular, but the related demands are as high as 8677, up 60.51% year-on-year. The quality problems such as ski clothes and skis are outstanding, and the tickets, deposits and safety issues of ski resorts need urgent attention.
Seven, consumer satisfaction with online consumption still needs to be improved.
With the continuous development of China’s e-commerce, the field of online shopping ranks "half of the country’s consumers’ demands". In 2022, the online shopping demand increased by 56.38% year-on-year, which mainly has three characteristics:
(1) Various "cloud consumption" formats such as live broadcast with goods, cross-border e-commerce, fresh e-commerce, online group shopping, online entertainment, and private kitchen customization have expanded rapidly, and complaints have increased rapidly.
(B) There are many new types of price fraud, and supervision and law enforcement are facing new challenges.
(C) Video membership service routines, consumer experience needs to be improved.
Eight, "ODR" continued to expand, and diversified solutions to disputes steadily improved.
Market supervision departments have vigorously promoted the construction of online consumer dispute resolution (ODR) mechanism, and the success rate of settlement and consumer satisfaction have made steady progress. 114,000 ODR enterprises have been developed in various places and settled in the national 12315 platform, and 3,094,800 disputes have been directly negotiated with consumers online.
Nine, "sunshine" consumer complaint information, effectively strengthen the source of governance.
The General Administration of Market Supervision continues to promote the publicity of consumer complaint information, formulate a publicity system and build a publicity system. At present, 20,817 complaints from 14,114 enterprises have been publicized.
Ten, the social supervision role of consumers continues to emerge.
Consumers actively played the role of social supervision. In 2022, they reported 4,722,300 illegal clues to the market supervision department, a year-on-year increase of 40.34%.
(CCTV reporter Wang Wei)