The second "Committee Channel" interview of the Third Session of the 13th National Committee of the Chinese People's Political Consultative Conference was held in the press room of the Great Hall of the People on the morning of May 24. Some members of the Chinese People's Political Consultative Conference were interviewed by the media through online video.
Xinhua News Agency reporter: My question is to Commissioner Gan Lin. We know that boosting consumption and expanding domestic demand are essential to maintain a stable economic operation. So how to further create a good consumption environment, so that people can consume more at ease and more comfortable?
Member of the National Committee of the Chinese People's Political Consultative Conference, Gan Lin, deputy chairman of the Central Committee of the Communist Party of China, deputy director of the State Administration of Market Supervision: boosting consumption is indeed inseparable from open consumption. The ice and snow beauty and white snow turned into silver described by Committee member Yang Andi just now cannot be opened up for consumption. The difficulty of reassuring consumption is consumer rights protection. Everyone knows that during the epidemic, illegal behaviors such as raising prices and counterfeiting have attracted much attention. Consumers will complain about these troubles. At present, they mainly rely on the government ’s "three axes" to resolve complaints. That is supervision, law enforcement and mediation. In general, it is mainly the "two-person transfer" of government supervision and corporate self-discipline. And consumers who really have the right to supervise are not really involved. To make up for the shortcomings of insufficient social co-governance, it is necessary to innovate the rights protection mechanism, to follow the mass line of supervision, the government establishes a consumer complaint publicity system, concentrates the scattered complaint information, and gives full play to the 1.4 billion consumers ’right to know and The right to choose and let the whole society supervise together.
Gan Lin: I want to use two cases to illustrate the function and effect of consumer complaint announcement. In 2017, 32 education and training institutions were accommodated in an office building in Dongcheng District, Beijing. Complaints such as false propaganda and prepaid card running were on the rise and became a chronic illness. The local supervision department used a trick to set up an electronic display in the building to dynamically publish the complaint information of all businesses. Whoever has more complaints and who has fewer complaints, and who resolves the complaints is faster and slower, at a glance. Consumers can shop around as soon as they enter the door. After only half a year of publicity, this complaint is basically cleared, which can be said to be a cure for both the symptoms and the symptoms. Facts have proved that merchants are not afraid of complaints and fear of publicity. To give a similar example, in 2017, a bike-sharing company suddenly complained of abnormally high complaints, ranking first in the country that year. For a small bicycle, the number of complaints actually exceeded that of large e-commerce platforms and large supermarkets. Due to the new format and the lack of a publicity system, more consumers will not be able to obtain complaint information in time and get early warnings. Eventually, a systemic deposit risk broke out, and shared bicycles became shared risks.
Gan Lin: Both cases show that the publicity of consumer complaints is very effective and important. The key is to resolve information asymmetry because consumers are also supervisors. In the era of big data, people are used to looking at the bad reviews of merchants when spending money. The publicity of consumer complaints is both a "black list" and a "red list", which is both supervision and encouragement. The government ’s creation of a consumer complaint announcement is like creating an administrative version of an “e-commerce platform”. Different merchants are the “online shops” above, and the “complaint rate” of each merchant is displayed on the platform in a timely manner. In the end, consumers can't escape the glaring eyes of consumers. Consumers vote with their feet, and good money drives out bad money. In the end, they can boost consumer confidence, solve annoyances, and increase their sense of gain. Next, the consumer complaint publicity system needs to be strengthened and fully implemented. It is necessary to expand online and offline publicity channels, focus on complaint-focused enterprises, and frequently-issued issues. Departments work together to form a joint force to make information more open, the market more transparent, and consumption more assured.
(Organized according to the webcast text)