Strengthening the Supervision of New Business Formats to Safeguard Consumer Rights and Interests (Consumer Kaleidoscope)
Recently, the "Analysis of Complaints Accepted by the National Consumers Association in 2021" released by the China Consumers Association shows that in 2021, the National Consumers Association will accept a total of 1,044,861 consumer complaints, a year-on-year increase of 6.37%, saving consumers 1.516 billion yuan in economic losses. .
The analysis report pointed out that with the emergence of new formats, new models and new policies, the situation of consumer rights protection has also undergone major changes.
There are new hotspots brought by new commercial sales models such as live streaming, cross-border online shopping, and blind boxes, new difficulties brought by smart products and smart customer service, and food safety in traditional consumption areas that need to be strengthened and the quality of home appliances needs to be improved. , express service urgently need to be improved and other outstanding problems.
Among them, for cross-border online shopping, in addition to traditional problems such as after-sales service, product quality, and false publicity, the main problems consumers complain about are some new "blocking points": for example, cross-border shopping has a long logistics cycle, and the time to receive goods exceeds the shelf life. , it is more difficult for consumers to protect their rights.
In early May 2021, consumer Mr. Li purchased some cosmetics on a cross-border online platform and shipped them to China through a cross-border e-commerce logistics company in Shenzhen. He did not receive the relevant goods until September 8, 2021, but The expiration date is stated on the product box until September 2021, and some items were found to have expired when receiving the goods.
Mr. Li contacted the logistics company to claim compensation. The logistics company refused compensation for various reasons. In desperation, Mr. Li complained to the Shenzhen Consumer Commission.
After mediation, the logistics company compensated Mr. Li for the corresponding losses.
Chen Jian, director of the Complaint Department of the China Consumers Association, said that cross-border e-commerce platforms should strictly review the real situation and business qualifications of the operators on the platform, fulfill the legal responsibilities and obligations of the platform, strengthen the management of transactions on the platform, and severely punish false propaganda, counterfeiting and shoddy products. and other infringements, and effectively protect the legitimate rights and interests of consumers.
Chen Yinjiang, deputy secretary general of the Consumer Rights Protection Law Research Association of the China Law Society, believes that strengthening research on new business formats and new fields, and further clarifying the obligations and responsibilities of platforms such as live broadcast, social networking, and cross-border e-commerce are the keys to strengthening consumer rights protection. .
It is necessary to strengthen the governance of new business forms and new fields, and clarify the main responsibilities of operators for new fields such as smart products, intelligent networked vehicles, and algorithm applications.
Focusing on hot and difficult issues in the consumption field, focus on positive leadership and demonstration, and strengthen the management of business entities.
Qi Zhiming Feng Songyi