Xinhua News Agency, Beijing, March 22, title: Solving online consumer disputes, online verification of 3C certified products... This year, market supervision revealed these tricks

  Xinhua News Agency reporter Zhao Wenjun

  Is there a better solution to online consumer disputes?

How to ensure that the 3C certified products sold on the e-commerce platform are true and effective and continue to meet the certification requirements?

The State Administration of Market Supervision held a regular press conference for the first quarter on the 22nd, showing new measures for the protection of consumer rights and the improvement of product quality and other hot spots of people's livelihood concerns.

  Online verification of 3C certified products sold on e-commerce platforms

  Li Chunjiang, deputy director of the Certification Supervision Department of the State Administration for Market Regulation, said that in order to protect the health and safety of consumers, my country has implemented a compulsory product certification system (referred to as the 3C certification system) for products involving personal health and safety. After 3C certification, it is not allowed to leave the factory, sell, import or use it in other business activities.

At present, there are a total of 103 kinds of products listed in the 3C catalog in 17 categories, mainly related to consumer products.

  In order to ensure that the 3C certified products sold on the e-commerce platform are true and effective and continue to meet the certification requirements, the State Administration of Market Supervision has strengthened smart supervision and used big data to establish an integrated online and offline supervision mechanism for 3C certified products through online verification of 3C certification certificates. , Implement 3C certification online verification work to ensure product quality and safety, and protect consumer rights and interests.

  At present, the State Administration of Market Supervision has launched a long-term smart long-term working mechanism for online verification of 3C certification certificates with e-commerce platforms such as Alibaba, JD.com, and Vipshop.

Through the "Certification and Accreditation Information Sharing Public Service Platform", the e-commerce platform provides 3C certification certificate online verification data interface, real-time verification of the 3C certification status of the products in the 3C certification catalog sold on the platform, and the e-commerce platform has not obtained the 3C certification certificate Directly intercepted through online verification, the product cannot be sold online.

  According to statistics, in 2020, all e-commerce platforms participating in online verification will verify 3C certification certificates in a total of more than 65.5 million times, involving more than 900,000 merchants.

  ODR mechanism to resolve online consumer disputes

  Zhang Daoyang, deputy director of the Network Supervision Department of the State Administration of Market Supervision, said that the National 12315 platform promotes the establishment of an online consumer dispute resolution (ODR) mechanism, and actively introduces key areas and key enterprises into the ODR mechanism.

Last year, the 12315 platform nationwide developed 25,500 ODR companies, and actively negotiated 192,200 disputes with consumers online. The number of ODR companies developed increased by 4.68 times year-on-year, and directly negotiated and resolved disputes with consumers increased by 2.15 times year-on-year. Compared with traditional mediation methods , The ODR settlement success rate increased by 6.21%, the average processing time was shortened by 7.76 days, and the on-time settlement rate and the satisfaction rate of the masses were also significantly improved compared to before the launch.

  Hainan promotes the full implementation of the ODR mechanism in the field of duty-free commodities on outlying islands in the province. The problems of duty-free commodity return and exchange, airport pickup, product quality, and packaging damage have been effectively solved; Shanghai is exploring pilot ODR enterprise complaints in real-time exchange, joint handling, and information sharing. ODR operation and disposal efficiency ranks among the top in the country; Fujian has effectively combined the ODR operation mechanism with consumer complaint information publicity, and the number of complaints in key industries has been significantly reduced.

Through the establishment of a three-in-one model of ODR guidance, supervision and demonstration, all localities have gradually established a new pattern of consumer rights protection and co-governance in which enterprises fulfill their main responsibilities, industry self-discipline, social supervision, and departmental collaboration.

  Strengthen consumer quality supervision

  Last year, the State Administration of Market Supervision focused on key products and key indicators closely related to people’s daily necessities, organized national supervision and spot checks on 98 types of consumer products, and spot-checked 9,549 batches of products from 9,238 companies, and found that 979 batches of products from 964 companies were non-compliant. Qualified and unqualified discovery rate was 10.3%.

  Regarding the quality supervision of masks, Sun Huichuan, the first-level inspector of the Quality Supervision Department of the State Administration of Market Supervision, said that this year will follow the random inspection, exposure, rectification, shutdown, standardization, conversion, integration, Cultivate a number of working principles, and unswervingly continue to grasp, grasp, and do a good job in the quality and safety supervision of mask products.

  Last year, the General Administration of Market Supervision intensified special random inspections on the quality of civilian masks, inspecting nearly 6,000 batches of products produced by more than 5,000 companies, and disposing of more than 1,000 batches of unqualified products in accordance with the law.

  Wang Yunsong, deputy director of the Quality Development Bureau of the State Administration for Market Regulation, said that this year will strengthen the guidance and supervision of manufacturers in emerging industries and fields to promote the continuous improvement of product safety in my country.

  For traditional fields such as household appliances and children's toys, strengthen the collection and monitoring of defect clues, improve analysis and identification and rapid response capabilities, intensify the supervision of key product defect investigations and recalls, and urge manufacturers to effectively fulfill their main responsibility for product safety.

For products such as smart homes, consumer drones, service robots, etc., an online-offline-linked consumer product defect investigation work model has been formed.

  For key industrial chains and industrial clusters related to consumer products, carry out risk assessment and quality diagnosis, strengthen research on common product defects, discover product defects, propose product safety regulations, promote the overall quality of the industry, and fundamentally help companies eliminate products Potential safety hazards, promote technological innovation, and promote high-quality industrial development.