[Explanation] It is difficult to guarantee the quality of teaching when the courses are changed offline; epidemic prevention items have soared and prices have soared; online shopping products have deep routines and there are many quality disputes ... On March 15, in the "International Consumer Rights and Interests" "China Day", the Chinese Consumers Association responded to hot issues of consumer rights protection during the epidemic.
[Concurrent] Chen Jian, Director of Complaints Department, China Consumers Association
From January 20th to February 29th, during the epidemic, the National Consumers Association received more than 180,000 related complaints related to the epidemic. About 45.08% are involved in price issues, and 19.48% are contract issues. There are also quality issues, after sales issues, and counterfeiting issues. According to the categories of goods and services, the proportion of complaints involving masks is 43.86%, the proportion of complaints about vegetables, grains and oils is 8.31%, the proportion of complaints about catering services is 7.64%, and the proportion of complaints about online shopping is 5.6%, the proportion of complaints about travel services was 5.01%.
[Explanation] The reporter learned that during the epidemic, complaints about the prices of epidemic prevention supplies such as masks, alcohol, disinfectant and consumer goods such as vegetables, grains and oils became hot. Due to the epidemic situation over the Spring Festival holiday, the cost of logistics, raw materials, and labor has risen, causing some prices to rise normally. Some businesses take advantage of the "epidemic" price hike to make huge profits, disrupt market order, and even sell fake and shoddy products, which harms consumer rights.
[Concurrent] Chen Jian, Director of Complaints Department, China Consumers Association
The first is that some unscrupulous merchants purchase low prices and sell at high prices, driving up prices. The second is that some operators use protective products such as mask alcohol disinfectant to tie up other items at high prices, limiting consumers' choices. The third is that some operators do not implement clear-list prices, and sell vegetables and meat together. At the same time, some merchants sell low-quality epidemic prevention supplies, and even three non-products. In this regard, we recommend that the relevant departments continue to take strong measures, crack down on the situation quickly and severely in accordance with the law, effectively protect consumers' right to safety, and better maintain market order.
[Explanation] In addition to price complaints, the issue of contract cancellation is also very prominent. The relevant person in charge of the China Consumers Association pointed out that the complaints mainly focused on catering, accommodation, travel, and tourism services. In addition, prepayment disputes such as training services are becoming more frequent. Affected by the epidemic, pre-paid consumer places such as housekeeping, fitness, education and training could not operate normally, leading to an increase in related disputes.
[Concurrent] Chen Jian, Director of Complaints Department, China Consumers Association
Especially in terms of education and training, consumers are dissatisfied with the quality of training because the network operation is not stable after being changed from offline to online, or the effect of teaching is different. The second is that after switching to online teaching, consumers' demands for lowering fees have caused controversy on both sides. The third is that consumers have proposed to cancel and change the training services, such as refunding fees or making up lessons, etc. The operators have delayed the rejection for various reasons. There are some trainings where it must be taught in person, and it may not be able to solve the problem of turning to online teaching. Consumers can actually ask for termination of the contract based on force majeure. After the epidemic is over, there may also be operators who want to attract consumers by expanding the scope of card issuance or selling prepaid cards at relatively high discounts. However, in this case, there may be some risks in the depository of its funds, its service quality and level. For this reason, consumers should pay special attention to the issue of prepaid card consumption, choose transaction targets carefully, analyze calmly, and be alert to high discounts and high risks.
[Explanation] The China Consumers Association also pointed out that due to the impact of the epidemic, many consumers choose to purchase daily necessities, fresh food and epidemic prevention products through the Internet. Some WeChat and friends circle purchasing, fake sales, inducements, QR code fraud and other serious situations. Consumers must consume rationally. If they encounter criminal acts such as product quality problems or fraud, they must actively exercise their right of supervision, make timely complaints and reports, safeguard their rights and interests in accordance with the law, and ensure health and safety against epidemics.
Editor-in-chief: [Ye Pan]