Last year, the market supervision department recovered more than 4.4 billion yuan in economic losses for consumers
Improve the efficiency of rights protection to make consumers more at ease
In 2020, the national market supervision department accepted 21,303,200 consumer complaints, reports and consultations through the national 12315 platform, telephone, fax, window and other channels, saving consumers 4.403 billion yuan in economic losses.
The data shows that in 2020, the efficiency of the national market supervision department in accepting consumer complaints and reports will be further improved.
After the original industry and commerce, quality inspection, food and drug, price, intellectual property and other complaints and reporting hotlines were unified and integrated into the national 12315 platform, a centralized collection of all-business and system-wide appeals was realized.
Relying on the 12315 platform, the national market supervision departments handled a total of 17,262,900 complaints, reports and consultations, and the processing time for complaints and reports was shortened by 5.35 days.
The newly-added product quality, food safety, price, medicine and other businesses after the integration accounted for 33.51% of the total number of complaints and reports.
Zhao Ping, vice president of the China Council for the Promotion of International Trade Research Institute and an expert of the Expert Committee of the China Consumers Association, believes that the integrated national 12315 platform has realized the “No. Being able to consume more confidently and boldly will help expand domestic demand.
In 2020, the national market supervision department will make every effort to help prevent and control the new crown pneumonia epidemic and maintain market order and stability.
Since the outbreak, related complaints and reports have mainly focused on masks, vegetables, etc. The national market supervision department quickly launched special actions to check 718,100 epidemic-related complaints and reports, and recovered consumers' economic losses of 91.592 million yuan.
Since the second half of the year, as various measures to combat price violations, fake and shoddy products, and illegal wildlife trade have intensified, the number of public complaints and reports has gradually decreased.
In 2020, under the background of the steady recovery of China's economic operation and the continuous and rapid growth of online retail, online shopping demands will grow rapidly and hot spots will appear frequently.
The national 12315 platform accepted a total of 2.0332 million online shopping complaints and reports, accounting for 28.04% of the total number of platform complaints and reports, and 184,100 cases were filed. The national market supervision department recovered 304 million yuan in economic losses for consumers.
Among them, consumer complaints in the field of live broadcast delivery have increased rapidly.
In 2020, the 12315 platform across the country received a total of 25,500 "live broadcast" complaints and reports, and "live broadcast with goods" accounted for nearly 80%, an increase of 357.74% year-on-year, and recovered consumers' economic losses of 8,355,300 yuan.
At present, live streaming has become a new breakthrough for many e-commerce upgrades, and complaints about “live streaming” have also increased rapidly. Product quality has been neglected and the use of “limit words” has led consumers to impulsive consumption, and it is difficult to return and exchange products after sale Security and other issues.
Liu Junhai, a professor at the School of Law of Renmin University of China, believes that to regulate live delivery of goods, it is especially necessary to enhance the awareness of the responsibility of live broadcast platforms and anchors, and fully respect the rights of consumers to know, fair transactions, and claims.
When platforms and anchors cannot self-discipline, regulators must bravely fight hard.
Consumers should also be optimistic about their pocketbooks, and be careful of some anchors "killing familiarity."
Our reporter Lin Lili