When consumer rights are damaged, it is really useful to complain to the consumer association.

In 2022, the national market regulatory authorities received 29.4077 million consumer complaints, reports and consultations through the national 12315 platform, telephone, fax, window and other channels, a year-on-year increase of 23.5%. Among them, there were 13.1038 million complaints and 4.7223 million reports, saving consumers 4.519 billion yuan in economic losses and effectively protecting the legitimate rights and interests of consumers. It mainly presents ten major characteristics:

1. The agglomeration of consumer complaints is accelerating, and restoring and expanding consumption requires balanced development

Judging from the trends in the past three years, due to the cross-regional expansion of the platform economy, population With the cross-regional flow of capital and the cross-regional allocation of market factors, consumption in the four provinces and cities of Guangdong, Zhejiang, Shanghai, and Beijing is accelerating.

The number of consumer complaints is positively correlated with the level of consumer activity. The number of consumer complaints in the four provinces and cities in the country has increased from 31.8 in 2020 to 45.16 in 2022. The accelerated accumulation of consumer complaints reflects the imbalance of consumer supply-side development to a certain extent. It is necessary to further restore and expand consumption in the central and western regions to promote higher quality and more balanced development.

2. Recovering losses exceeding 10 billion, boosting confidence and releasing vitality

In the past three years, in the face of the impact of the epidemic, economic downward pressure and the impact of the international situation, we have improved the consumption environment, stabilized consumption and promoted Consumption has become an important support for stabilizing the economy and maintaining people's livelihood and well-being.

Market supervision departments at all levels have handled a total of 74.5229 million complaints, reports and consultations, saving consumers 14.472 billion yuan in economic losses, effectively safeguarding the legitimate rights and interests of consumers, protecting consumption capacity and the endogenous driving force of the economy. Intensify efforts to safeguard rights for goods and services that the public is concerned about. For example, the mediation success rate of fiber products, medical equipment, manufacturing maintenance and repair services has increased significantly compared with the previous year, with increases of 15.51, 13.15 and 12.26 percentage points respectively.

Through the continuous performance evaluation of the "five-level cycle linkage", the disposal efficiency of the national 12315 platform has been greatly improved. The timely handling rate of complaints and reports was as high as 98.99, an increase of 12.55 percentage points; the public satisfaction rate was as high as 4.74 points (out of 5 points). Currently, the platform has a total of 16.0108 million registered users, with an average annual growth rate of 3 million. It has become a consumer rights protection platform deeply trusted by ordinary people.

3. The response was rapid and the handling was effective, and complaints and reports on epidemic-related materials dropped quickly

After the promulgation of the "Twenty Articles" and the "New Ten Articles", the focus of epidemic prevention shifted from infection prevention and control. When it comes to medical treatment, demand for epidemic-related drugs and medical supplies has surged, supply has been sluggish, prices have fluctuated abnormally, product quality problems have frequently appeared, and the number of related complaints, reports and consultations has grown exponentially.

From November 10, 2022 to the end of 2022, the national 12315 platform received 241,100 related complaints and reports, a year-on-year increase of 3.88 times, a month-on-month increase of 2.95 times, and the highest peak reached 19.5 times. Among them, there were 141,800 complaints and 99,300 reports, recovering an economic loss of 4.9817 million yuan.

The market supervision department responded quickly, immediately launched a special action to stabilize the price and quality of epidemic-related drugs and medical supplies, promptly verified complaints and reports of epidemic-related drugs and medical supplies, and made every effort to protect the health and safety of the people. A total of 1.29 cases were filed. Thousands of items.

As of February 10, 2023, epidemic-related price reports, unfair competition and advertising reports, online transaction supervision reports, product quality reports, and reports on the production and circulation of drugs and medical devices have exceeded the expiration date of the appeal. All dropped sharply by 99.14, 87.87, 73.89, 88.35, and 87.79. Demand for epidemic-related drugs and medical supplies returned to normal, and the market order became stable.

4. The downward pressure on the economy has intensified, and after-sales problems such as non-delivery and non-refunds have become more prominent

In 2022, the national market supervision departments accepted 13.1038 million consumer complaints, a year-on-year increase of 43.84 , the growth rate is amplified compared with 2021.

In terms of complaints, 2.987 million were about quality, 2.4896 million about after-sales service, 1.1591 million about contracts, and 1.0906 million about food safety, which together accounted for 58.96% of the complaints. Among them, after-sales service issues have grown the fastest and the masses have the strongest response, with a year-on-year increase of 57.67.

After-sales service status is directly related to operator confidence and expectations. Affected by the epidemic, after-sales service issues have become more prominent. Consumer demands are mainly focused on non-refunds, non-delivery, failure to fulfill the "three guarantees" commitment, failure to implement the seven-day unreasonable return obligation, and untimely delivery. In terms of product categories, they are mainly concentrated in mobile phones, shoes, outerwear, furniture, and automobiles, accounting for a total of 25.61%; printed matter, dairy products, computer external equipment, air conditioners, and luggage increased by 154, 120, 98, 98, and 90 respectively year-on-year.

5. The proportion of commodity complaints has increased, and new energy vehicle consumption has shortcomings

In 2022, the national market regulatory authorities will receive 8.6232 million product complaints, accounting for of 65.81, an increase of 4.37 percentage points from the previous year; there were 4.4806 million service complaints, accounting for 34.19 of the complaints.

The increase in the proportion of commodity complaints reflects the prominent product quality problems under the downward pressure of the real economy. Among them, the top complaints are: general food, clothing, shoes and hats, household products, household appliances, transportation, Communication products, accounting for 58.43. The top service complaints are: catering and accommodation, sales, Internet services, culture, entertainment and sports, beauty salons and bathing, accounting for 46.37.

It is worth noting that as the penetration rate of new energy vehicles increases rapidly, consumers’ requirements for quality are also constantly increasing. In 2022, the platform received 16,000 complaints and reports about new energy vehicles, a year-on-year increase of 62.84%. Among them, contract issues, quality issues, and false propaganda issues grew rapidly, with year-on-year increases of 126.33, 77.35, and 75.65 respectively.

Consumer demands focus on: imperfect after-sales service and failure to fulfill the "Three Guarantees" promise; sudden flameout, oil leakage, abnormal engine noise, brake steering failure, and battery module damage while driving; publishing false information to induce Consumers sign unfair format clauses to reduce the liability of car companies.

6. New consumption hotspots continue to emerge, accompanied by rising consumer disputes

In recent years, "new consumption" is becoming an "accelerator" for economic development and is playing an important role in meeting the diversified needs of consumption. At the same time, some new cases of infringement and new difficulties in rights protection have gradually been exposed, reflecting new pain points in consumer rights protection.

In 2022, problems with new models such as digital collections (NFT) will arise, making supervision more difficult. There are 59,700 related complaints (only 198 in the previous year), mainly focusing on non-delivery and non-refund. , maliciously drive up prices, charge high fees, and arbitrarily ban consumer accounts, etc.

Under the craze of "blind boxes", consumer demands reached 41,400 items, a year-on-year increase of 61.72%. IP cross-border co-branded products set off a rush to buy, with 38,100 related requests, a year-on-year increase of 66.96. Some merchants took the opportunity to raise prices, and problems such as uneven product quality, counterfeiting, delayed shipments, and lack of after-sales service were prominent.

With the popularity of camping and other outdoor sports, demand for sunscreen products and anti-mosquito and insect repellent products increased by 99.12 and 149.62 respectively year-on-year. Ice and snow sports are popular, but there are 8,677 related complaints, a year-on-year increase of 60.51. Quality problems such as ski clothing and snowboards are prominent. Ski resort tickets, deposits, and safety issues require urgent attention.

7. Online consumption continues to upgrade, and consumer satisfaction still needs to be improved

As my country’s e-commerce continues to develop, the epidemic has catalyzed online consumption habits, and online shopping has steadily ranked first among consumers nationwide. "half of the country" of the appeal. In 2022, online shopping demands will grow by 56.38% year-on-year, with three main characteristics:

(1) The "cloud consumption" format is rapidly expanding, and complaints are growing rapidly

Live streaming, cross-border Various "cloud consumption" models such as e-commerce, fresh food e-commerce, online group shopping, online entertainment, and private kitchen customization have emerged, becoming the highlight of growth amid weak consumption last year, but related demands are also rising.

There were 220,900 requests for live-streaming products, a year-on-year increase of 1.15 times and an increase of 5.01 times compared with 2020. Problems such as "three noes" products, shoddy goods, and false propaganda continued. There were 334,500 cross-border e-commerce complaints, a year-on-year increase of 42.63, and an increase of 1.47 times compared with 2020. The after-sales service was negative, warranty commitments were not fulfilled, and the counterfeiting of overseas products was a prominent problem.

(2) There are many new types of price fraud, and supervision and law enforcement are facing new challenges

Big data algorithms and other technologies of the platform economy have improved transaction efficiency and can easily induce new types of price fraud. There were 106,700 online shopping price appeals, a year-on-year increase of 99.03, mainly including big data familiarity, real-time changes in transaction conditions, "low bids and high settlements", concealment of preferential threshold conditions, non-member discounts greater than members, etc. Price supervision in the field of platform economy Enforcement poses higher challenges.

(3) There are many video membership service routines, and the consumer experience needs to be improved

Currently, paid membership has become the "standard feature" of video websites, but membership services lack "standard features". Related There were 8,534 complaints, a year-on-year increase of 103.82. The problems reported by consumers mainly focus on: unreasonable advance on-demand, suspected of repeated charges; "ad-free" is not honored, and ads are inserted into the video; automatic renewal prompts are not obvious, cancellation methods are difficult to check, and consumers are prone to mistakenly purchase. Others rely on word games such as adjusting fees and changing rights to make up for losses and reduce user trust.

8. "ODR" continues to expand, and diversified dispute resolution steadily improves efficiency

The market supervision department vigorously promotes the construction of the online consumer dispute resolution (ODR) mechanism, and the success rate of reconciliation and consumer satisfaction The degree is stable while making progress. 114,000 ODR companies have developed across the country and have settled on the national 12315 platform, negotiating 3.0948 million disputes directly with consumers online. Compared with the traditional administrative mediation method, the average processing time is 7.69 days, which is significantly reduced by 14.2 days.

The success rate of reconciliation has increased by 11.25 percentage points; covering 97 prefectures and cities, an increase of 2.36 compared with the previous year, fully unleashing the advantages of ODR's institutional innovation. Generally speaking, ODR's social influence continues to expand, market entities' enthusiasm for voluntary participation continues to increase, and it has made useful explorations into the diversified resolution of consumer disputes and social governance.

9. "Expose" consumer complaint information and effectively strengthen source governance

The General Administration continues to promote the disclosure of consumer complaint information, formulates a disclosure system, and builds a disclosure system. In November 2022, Pilot projects have been launched in some cities in Jilin, Guangdong, Sichuan and Xinjiang. 20,817 pieces of complaint information from 14,114 companies have been published, effectively strengthening social supervision and credit constraints, and improving the transparency of the consumer environment, operator integrity, and consumer satisfaction.

After the announcement, the success rate of complaint mediation in the pilot areas increased by 8.39 percentage points compared with before the announcement, and 5.97 percentage points higher than the same period last year; the average complaint settlement time was 11.77 days, an increase of 2.17 percentage points compared with the same period last year. days; the consumer evaluation score is 4.8 points (out of 5 points), 0.1 points higher than before the announcement.

10. Complaints and reports have become an important channel for discovering illegal clues, and the social supervision role of consumers continues to appear

Consumers actively play their social supervision role and report to the market supervision department throughout 2022 A total of 4.7223 million illegal clues of various types were reported, a year-on-year increase of 40.34%, including 2.0273 million cases of advertising violations, 723,100 cases of infringement of consumer rights, and 341,800 cases of food safety violations. In terms of growth, reports of unfair competition, trademark violations, and online transaction violations all increased by more than 60% year-on-year.

The market supervision department adheres to the orientation of people's livelihood, strengthens the analysis and judgment of complaints and reports, and severely investigates and punishes violations of laws and regulations in accordance with the law. 281,100 cases were filed against reports of illegal advertising and false propaganda; 63,000 cases were filed against violations of consumer rights, mainly involving the sale of products that did not meet safety requirements, counterfeiting, and defrauding consumers; 48,700 cases were filed against reports of violations of food safety laws pieces.