China News Service, Guangzhou, March 13 (Reporter Xu Qingqing) The reporter learned from the 2022 March 15 information briefing held by the Guangdong Provincial Consumer Committee on the 13th that in 2021, consumer committees at all levels in Guangdong Province will deal with consumption. Consumers complained about 384,015 cases, saving about 363 million yuan of economic losses for consumers.
Among them, complaints about Internet services remain high, and complaints about online games and new online shopping models such as live streaming and cross-border e-commerce are hot spots.
According to reports, Internet service complaints have ranked first in Guangdong Province for many years. There will be 100,943 complaints in 2021, accounting for 26.29% of the total number of complaints. Although it has decreased by 3.86% year-on-year, it is still significantly higher than other types of complaints.
Judging from the complaint data in 2021, whether in terms of the nature of the complaint or the category of the complaint, Internet services are a high-incidence area of consumer disputes.
In terms of the nature of complaints, the top three in terms of volume of complaints are contract issues (accounting for 35.97%), after-sales service problems (accounting for 33.93%) and quality problems (accounting for 15.62%).
Among contract complaints, Internet services, education and training services, and life and social services are more prominent. Online games, off-campus training and matchmaking services are the main areas of contract disputes.
According to the analysis of complaint categories, there were 239,352 service complaints in the whole year, accounting for 62.33%, which was 77.04% more than commodity complaints.
The data shows that the main problems in Internet service complaints are as follows: First, there are many complaints about online games, with 23,992 complaints in the whole year, focusing on issues such as large recharge of online games for minors, inadequate implementation of anti-addiction systems, and account bans.
Last year, the state introduced policies to strictly limit the playing time of minors. The phenomenon of minors renting and borrowing accounts to participate in online games also caused a large number of related complaints.
Second, complaints about new online shopping modes such as live streaming and cross-border e-commerce have increased. The problems mainly focus on the large gap between the products promoted by the anchor and the real products, poor product quality, many sales routines, and frequent problems of wrong goods. Cross-border online shopping is easy Faced with problems such as difficulties in returning goods and determining the subject of complaints, it is difficult to implement the obligation to return goods without reason; in addition, the video platform services are controversial, such as VIP membership services and advanced on-demand mechanisms lead to repeated charges, as well as automatic renewals, video interspersed advertisements, etc.
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