General Administration of Market Supervision: Recovering economic losses of over 4.4 billion yuan for consumers in 2020
"Five lines in one" efficient operation of consumer complaints and reports more smoothly
□ Our reporter Wan Jing
Recently, the State Administration for Market Regulation disclosed to the public that in 2020, the national market supervision department will accept 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.
And this achievement comes from the efficient operation mechanism of the "five lines in one" of the national market supervision system.
In April 2018, the State Administration for Market Supervision was listed, and the national market supervision department unified the original industry and commerce, quality inspection, food and drug, price, and intellectual property rights into the national 12315 platform, achieving a centralized collection of all-business and system-wide appeals.
Through the unified platform portal, consumers can submit complaints and reports 24 hours a day.
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.
In 2020, the number of visits to the 12315 platform across the country reached 72.47 million, with a total of 6.82 million registered public users. The national market supervision department relied on the 12315 platform to handle a total of 17.262,900 complaints, reports, and consultations. The processing time for complaints and reports was shortened by 5.35 days, and consumers were satisfied with their rights protection. Significantly improved.
"Five lines in one" facilitate consumer rights protection
In accordance with the requirements of the “Guiding Opinions on Deepening the Reform of Comprehensive Administrative Enforcement of Market Supervision”, the national market supervision department has integrated the original industrial and commercial 12315, quality inspection 12365, food and drug 12331, commodity price 12358, and intellectual property 12330 into the national 12315 platform. Business and system-wide demands are collected together.
In 2020, the market supervision department will vigorously promote the establishment of online dispute settlement mechanisms, and strive to resolve consumer disputes at the source, at the grassroots level, and at the enterprise level.
According to the relevant person in charge of the State Administration of Market Supervision: “Through the unified platform entrance, consumers can submit complaints and reports 7×24 hours; unified answering procedures, 5225 hotline answerers from 286 local telephone agencies can enter and distribute in a standardized manner; Unified procedures, 92,000 market supervision cadres can interact online and coordinate processing in accordance with unified procedures; 25,500 ODR (Online Consumer Dispute Resolution) companies proactively reconcile with consumers in accordance with unified rules, and resolve disputes in the first time; unify the situation Feedback, complaints and whistleblowers can check the progress of complaints and reports at any time to ensure the right to know and the right to supervise."
Through the integration and construction of the 12315 hotline and platform, it has effectively promoted the integration of various businesses of the market supervision department, reconstructed the complaint and report handling model, and promoted the overall operation, unification of procedures, smooth connection and efficient handling of the market supervision complaint and report business, which is for consumers It provides more convenience for safeguarding their own legitimate rights and interests.
In this regard, the State Administration of Market Supervision has disclosed a series of data to illustrate.
In 2020, the 12315 platform across the country will develop 25,500 ODR companies and actively negotiate with consumers to resolve 192,200 disputes. Compared with traditional mediation methods, the settlement rate is 6.21 percentage points higher, and the average processing time is shortened by 7.76 days. Consumer satisfaction 4.07 points (out of 5 points), the ODR city coverage rate increased from 25.60% to 91.11%.
Compared with 2019, the operating quality of the ODR mechanism in 2020 has been significantly improved, and the number of complaints handling, handling efficiency, reconciliation success rate, consumer satisfaction and other aspects have been significantly improved, and the effectiveness of rights protection has become increasingly prominent.
"The market supervision department vigorously promotes the construction of online dispute settlement mechanisms, with the purpose of striving to resolve consumer disputes at the source, at the grassroots level, and at the enterprise level," said the person in charge.
Make every effort to ensure the smooth flow of appeal channels
After the outbreak of the new crown pneumonia, the demand for some medical protective equipment has surged, the supply of people's livelihood products has been sluggish, the prices of relevant materials have been abnormally fluctuated, and quality problems have frequently appeared.
It is reported that in 2020, the national market supervision department received 1.5479 million complaints, reports and consultations related to the epidemic. Compared with before the epidemic, the daily reception volume increased by 10.52 times, and the peak daily increase was 17.19 times.
For this reason, the market supervision departments across the country urgently deployed their forces to ensure that the appeal channels are unblocked and speed up the processing procedures across the board. The average processing time is 8.71 days, which is 10.46 days shorter than before the epidemic.
According to the person in charge of the State Administration of Market Supervision, since the outbreak, related complaints and reports have mainly focused on masks, vegetables, etc., and the national market supervision department quickly launched special actions to check a total of 718,100 epidemic-related complaints and reports to recover economic losses for consumers. 91.592 million yuan; 141,600 cases were filed, with a fine of 123 million yuan.
Since the second half of 2020, with the intensification of measures to combat price violations, counterfeiting, and illegal wildlife trade, the number of public complaints and reports has gradually decreased. Compared with the peak day, the number of complaints and reports received on the day has dropped by 94%. Decreased by 99%, vegetables decreased by 97%, related materials counterfeit and inferior, prices and other issues decreased by 86% and 99%, illegal activities have been curbed, and the market order has gradually stabilized.
In addition, the State Administration for Market Regulation has also explored many innovative work methods for resolving consumer rights disputes.
One of the most worth mentioning is that the national 12315 platform will open two convenient functions, "hotline for progress inquiry" and "work order SMS reminder".
The "Hotline Processing Progress Inquiry" function can facilitate consumers to obtain the progress of the hotline complaints and reports.
After consumers call the 12315 hotline to file a complaint, they can log on to the national 12315 platform and enter the mobile phone number or landline number used when calling the 12315 hotline to check the progress of the process.
If the complaint has been handled, you can also evaluate the handling of the complaint and the company involved.
The "work order SMS reminder" function can provide SMS reminders of complaints and reports submitted by consumers.
When consumers submit a complaint report through the national 12315 platform portal, App, WeChat official account, WeChat applet, Alipay applet, Baidu applet and other channels, the platform will send them a reminder SMS, which contains the ticket number and the consumer The selected market supervision bureau, the 12315 website, etc., are the "message memos" on the way for consumers to defend their rights.
Innovative ideas to improve supervision efficiency
In 2020, judging from the corporate sector of the complaints and reports received by the national market supervision department, emerging industries such as e-commerce platforms, games and entertainment, online education and training, and smart equipment manufacturing accounted for a relatively high proportion, while traditional industries such as catering, clothing, shoes and hats accounted for a relatively high proportion. small.
It is worth noting that, in the context of the steady recovery of my country's economic operation and the continuous rapid growth of online retail, online shopping demands increased rapidly last year, and hot spots appeared frequently-the national 12315 platform received 2.0332 million online shopping complaints and reports, and 184,100 cases were filed. The national market supervision department has recovered 304 million yuan in economic losses for consumers, and their appeals are mainly focused on live broadcast of goods, fresh videos, and online ordering.
In the past year, while the live streaming delivery industry has experienced a spurt of growth, "rollover accidents" and quality problems are commonplace. Complaints about live streaming have also increased rapidly. Product quality has been neglected and the use of "limit words" has led consumers to impulse. Problems such as the difficulty of guaranteeing consumption and after-sale returns and exchanges have emerged one after another.
At the same time, the stocking capacity, rider delivery, price control, and after-sales service of fresh food e-commerce companies have all been severely tested.
In 2020, the 12315 platform across the country received 65,800 complaints and reports about online shopping of fresh food. The main problems of complaints and reports are that the quality is not good, the after-sales service is poor, the order is easy to cancel, the long-lasting delivery, and the false promotion.
Online meal ordering complaints and reports are concentrated on lax platform access reviews, offline restaurants operating without a license, damaged meal packaging, and delayed meal delivery.
In response to the rapid increase in demand for live delivery of goods, the national market supervision department has increased the supervision of the field of live delivery of goods.
According to data disclosed by the State Administration of Market Supervision, in 2020, the 12315 platform across the country received a total of 25,500 "live broadcast" complaints and reports ("live broadcast with goods" claims accounted for nearly 80%, an increase of 357.74% year-on-year), and recovered consumers' economic losses of 835.53. Ten thousand yuan.
In response, Liu Junhai, vice president of the China Consumers Association and a professor at the Renmin University of China Law School, said: "The 2020 epidemic prevention and control is a critical year, and the national market supervision departments are in place. The various measures introduced are effective in resolving disputes and preventing disputes. The occurrence of disputes played the role of the main channel."
But Liu Junhai also reminded that consumer disputes in my country are still in a state of high incidence, especially with some new consumption models such as live streaming and online fresh food sales, which have triggered many new consumer disputes.
Market supervision departments also need to strengthen the protection of consumer rights in terms of innovating supervision concepts, forging supervision joint forces, eliminating supervision blind spots, and improving supervision efficiency in accordance with the requirements of building a service-oriented government.