The China Consumers Association accepted more than one million complaints last year. For the first time, China Consumers Association comprehensively combed the development process of consumer rights protection in the form of annual report. Last year, China Consumers Association sorted out the phenomenon of consumer infringement in key areas. Last year, China Consumers Association accepted more than one million complaints.
Last year, China Consumers Association accepted more than one million complaints (1). On April 22nd, China Consumers Association released the Annual Report on the Protection of Consumer Rights and Interests in China (202 1) (hereinafter referred to as the Report). In 20021year, the number of consumer complaints increased year-on-year, saving economic losses152 million yuan. In the report, Yoshinoya, RT Mart and other enterprises with food safety incidents were named, and food safety risks still need to be vigilant. The report also mentioned that consumer protection is facing new challenges under new formats and models such as social sharing marketing and blind box marketing.
According to the report, 202 1 * * accepted consumer complaints 1045000, up 6.4% year-on-year, and solved 836000 complaints, with a complaint resolution rate of 80.0%, saving consumers economic losses152 billion yuan. 202 1, food safety risks still need to be vigilant. Some well-known brands have food safety incidents, such as Yoshinoya being exposed to smelly minced meat, and RT Mart supermarkets being stuffed with sausages with bad meat overnight.
202 1 the analysis of consumer rights protection shows that the phenomenon of consumer infringement in key areas can not be ignored, and the phenomena such as excessive collection and use of personal information, production and sale of food that does not meet safety standards, quality defects of automobile products, default of prepaid consumption, false propaganda of education and training, inducing minors to spend too much, and "big data killing" need to be paid attention to.
The report also mentioned that the consumer protection of online transactions is facing new problems and challenges, and the implementation of the main responsibility of the platform needs to be improved. Under the new formats and modes such as social sharing marketing, blind box marketing, independent cross-border e-commerce, second-hand trading platform and immersive consumption, the application and governance means of consumer rights protection system are facing new challenges.
The China Consumers Association accepted more than one million complaints last year. According to the news of China Consumers Association in official website on April 22nd, China Consumers Association released the Annual Report on the Protection of Consumer Rights and Interests in China (202 1) (hereinafter referred to as the report). This is also the first time that China Consumers Association has comprehensively combed the development of consumer rights protection in the form of an annual report.
Tuyuan Consumers Association official website
Sort out the phenomenon of consumer infringement in key areas last year.
In the Report, China Consumers Association sorted out the phenomenon of consumer infringement in key areas last year, including the excessive collection and utilization of consumers' personal information, the need to be vigilant about food safety risks, the new problems of rights protection caused by the consumption of new energy smart cars, the difficulty in refunding fees in prepaid consumption areas, and various forms of infringement against minors and the elderly.
The main problems in food safety are: food spoilage, poor sanitary conditions in restaurants and irregular operation; Some online shopping foods belong to three no products; Individual unscrupulous merchants tamper with the production date; False propaganda of the concept of hype; Internet celebrities' products are over-marketed and have poor quality stability.
Some well-known brands have been exposed to food safety incidents: Starbucks changed the label of ingredients privately and used expired ingredients, Yoshinoya used smelly minced meat, Xiaolongkan's kitchen was messy, and the ice machine was smashed with a broom. In supermarkets in RT Mart, bad meat is ground into sausages overnight, "snow tea" uses rotten fruit, and "Fat Brother" cooks dead crabs and pretends to be live crabs.
The consumption of new energy smart cars has triggered new rights protection issues, including automobile safety issues, such as sudden acceleration, flameout, oil leakage, abnormal engine noise, and brake steering failure. There are many new problems in the consumption disputes of new energy smart cars, and it is difficult to safeguard rights.
The Report refers to the rights protection incident of Tesla owners at Shanghai Auto Show in April, 20021and the rights protection incident of Guangzhou Auto Show in June, 2002 1 1, reflecting that consumers still have pain points, difficulties and blocking points in the field of automobile rights protection, especially in the field of intelligent networked vehicles.
In addition, the sales information of used cars is inconsistent with the actual situation, and the car has quality problems after the transaction; It has become a "hidden rule" for some high-end and "tight" models to increase their prices beyond the clearly marked price.
Six major problems need to be further solved.
The Report pointed out that six major problems affect the improvement of the consumption environment and need to be further solved.
Including: the implementation regulations of the Law on the Protection of Consumers' Rights and Interests have not been promulgated as scheduled, the construction of consumer complaint publicity system and credit mechanism needs to be further promoted, the application of punitive damages system and the criteria for judging "professional counterfeiters" are different, the consumer class action mechanism has not been fully established, the quality of consumer infrastructure and public service supply needs to be improved, and the concepts of scientific consumption and rational consumption need to be consolidated and strengthened.
The Report also pointed out that the strangulation of big data and the high cost of "niche format" rights protection are plaguing online consumers. There are difficulties in the supervision of "killing big data". The main problems brought about by the "killing big data" behavior at the transaction level are:
First, it restricts consumers' freedom of price choice, which may induce consumers to distrust the market pricing mechanism;
Second, the formation of de facto price discrimination may infringe on consumers' right to know, independent choice and fair trade;
Thirdly, personalized pricing expands the diversity of operators' price competition strategies, but it may also have the effect of restricting competition.
Many cases and practices in Jiangsu were selected in the report.
The report also revealed 202 1 consumer rights memorabilia. Among them, many consumer rights protection cases in Jiangsu were selected as memorabilia. Including:
On March 24th, Jiangsu Higher People's Court made a final judgment on the consumer civil public interest litigation case of Jiangsu Consumer Protection Committee v. Lerong Zhixin Electronic Technology Company, which was the first public interest litigation case of "opening advertisements" in China.
Memorabilia in May includes the first-instance judgment of the Intermediate People's Court of Wuxi City, Jiangsu Province on the infringement case of counterfeit Starbucks coffee filed by Jiangsu Consumer Protection Committee on May 13, which is the first public interest litigation case in China that was awarded huge compensation.
In addition, there are many practices in Jiangsu mentioned in the report, including the Regulations on the Management of Small Food Workshops and Food Vendors in Jiangsu Province, which further clarified the scope, production, processing and operation, supervision and management and legal responsibilities of small food workshops and food vendors;
Jiangsu Consumer Protection Committee issued "Investigation Report on Pension Model and Service Demand in Jiangsu Province"; Jiangsu Consumer Protection Committee, Provincial People's Procuratorate, Provincial Higher People's Court and Provincial Market Supervision Bureau jointly formulated the Interim Measures for the Administration of Compensation in Consumer Civil Public Interest Litigation in Jiangsu Province, and made efforts to open up the "last mile" of punitive damages public interest litigation.
The China Consumers Association accepted more than one million complaints last year. The Annual Report on the Protection of Consumers' Rights and Interests in China (202 1) released by China Consumers Association today (22nd) shows that in 20021year, the National Consumers Association continuously improved the consumer complaint handling mechanism, improved the complaint handling efficiency and achieved remarkable results. In the whole year, * * * accepted consumer complaints 1045000.
The analysis of the annual report 202 1 on the protection of consumers' rights and interests shows that there are still some shortcomings in the improvement of the consumption environment, such as the construction of consumer protection system, the guarantee of institutional mechanisms, the optimization of judicial environment, and the improvement of consumption infrastructure.
Consumer infringement in key areas can not be ignored, such as excessive collection and use of personal information, production and sale of food that does not meet safety standards, quality defects of automobile products, default of prepaid consumption, false propaganda of education and training, inducing minors to over-consume, "big data killing" and other consumer infringement phenomena need to be focused on.
Consumer protection of online transactions is facing new problems and challenges, and the implementation of the main responsibility of the platform needs to be improved. The application and governance of consumer protection system in new formats and new modes, such as social sharing marketing, blind box marketing, independent cross-border e-commerce, second-hand trading platform and immersive consumption, are facing new challenges.
Zhu Jianqiao, secretary general of China Consumers Association, said that since the 18th National Congress of the Communist Party of China, China has revised or enacted the Consumer Protection Law, the Civil Code and other laws, and the legal system for consumer protection has been further improved. The administrative protection of consumers' rights and interests continued to increase, and the improvement of the consumption environment was promoted in an orderly manner; The judicial protection of consumers' rights and interests has been continuously strengthened, and consumers' associations have achieved remarkable results in performing their public welfare duties.
20 13 by 2020, the National Consumers Association accepted 5.907 million complaints, saving consumers 7.76 billion yuan in economic losses. From 20 13 to 2020, the market supervision department * * * investigated and dealt with more than 960,000 cases of infringement on consumers' rights and interests, and accepted 217.68 million complaints from consumers, recovering losses of 214 billion yuan for consumers, compared with 20 1995 to 20/kloc.