Shulou(Shulou.com)11/24 Report--

CTOnews.com news on November 16, according to the relevant provisions of the Telecommunication regulations of the people's Republic of China, the Ministry of Industry and Information Technology has now announced the relevant telecommunications services in the third quarter of 2022.

The Ministry of Industry and Information Technology organized the inspection of key application stores and distribution platforms, promoting the overall on-shelf App sampling qualified rate to increase by 14.4% compared with the previous month. Among them, vivo and Huawei App Store have the highest qualified rate. Accelerate the construction of App authentication and signature system, guide six key distribution platforms to establish App signature authentication mechanism, and provide services to more than 60,000 App of 684 enterprises.

CTOnews.com learned that the Ministry of Industry and Information Technology organized the testing of 665,000 App, ordered it to rectify and correct the 222nd, and publicly announced 47. Local communications administrations strengthen supervision and law enforcement. Among them, for enterprises with the problem of number transfer service, 36 times of interview and reminder, 32 times of rectification and reform, 4 times of criticism, and 7 times of administrative punishment were ordered; for enterprises with spam information problems, 53 times were interviewed and ordered to rectify and reform, 87 times of criticism and 12 times of administrative punishment. Thirty enterprises were listed on the list of bad telecom business operations because of administrative penalties.

The details are as follows:

I. key work of telecommunications services

(1) strive to improve the level of information and communication services. Organize the special inspection of standardizing telecommunications services throughout the country, urge all basic telecommunications enterprises to standardize their business marketing behavior, and improve the number transfer service. Deploy and carry out the work of cleaning up and standardizing the network marketing of telecommunications services, focusing on tackling problems such as unqualified marketing and false propaganda, and purifying the network marketing environment. Guide basic telecommunications enterprises to strengthen "window" services, and train a total of 4 million front-line service personnel so far this year. We will vigorously promote online operations and conduct online business for users for 3.7 billion times, so that the masses can run less. We will encourage nearly 100 key Internet enterprises to set up manual customer service hotlines, and 153 enterprises will access the Internet information service complaint platform to respond to users' demands in a timely manner.

(2) spare no effort to carry out emergency communication support work. The communication support tasks for emergencies such as the earthquake in Luding County in Sichuan Province and mountain torrents in Datong County in Qinghai Province were successfully completed, and the first time response and rush through were made, which effectively ensured the smooth communication of the party, government, military, and other important departments in the affected areas, and maximally met the emergency communication needs of the masses in the disaster areas. The industry dispatched a total of 101000 emergency personnel, 33000 emergency vehicles, 38000 power generators and other emergency equipment, repaired more than 7200 base stations and sent 846 million emergency warning messages.

(3) to promote the protection of the rights and interests of App users in depth. The organization inspected the key application stores and distribution platforms, and promoted the overall qualified rate of App sampling test on the shelf by 14.4% compared with the previous month. Among them, vivo and Huawei App Store have the highest qualified rate. Accelerate the construction of App authentication and signature system, guide six key distribution platforms to establish App signature authentication mechanism, and provide services to more than 60,000 App of 684 enterprises. Upgrade and build a public service platform for testing and certification of mobile Internet applications, build a SDK (third-party software development kit) information service platform, and enhance public service capabilities such as information sharing, product testing and standard verification in the mobile Internet industry. We will strengthen policy promotion and personnel training, organize six special public welfare training on personal information protection, develop online personal information protection talent training courses, and start the construction of talent training bases.

(4) seriously investigate and deal with violations. The organization tested 665,000 App, ordered them to rectify and correct them, and publicly announced 47. Local communications administrations strengthen supervision and law enforcement. Among them, for enterprises with the problem of number transfer service, 36 times of interview and reminder, 32 times of rectification and reform, 4 times of criticism, and 7 times of administrative punishment were ordered; for enterprises with spam information problems, 53 times were interviewed and ordered to rectify and reform, 87 times of criticism and 12 times of administrative punishment. Thirty enterprises were listed on the list of bad telecom business operations because of administrative penalties.

II. Complaints and complaints by telecommunications users

(1) Complaints by telecommunications users

In the third quarter of 2022, the complaint rate of telecom users nationwide was 14.8 per million users, down 51.7 percent from the same period last year and 42.6 percent from the previous month. Among them, the complaint rate of telecom users involved in service disputes was 6.2 person-times per million users, accounting for 42.1%; the complaint rate of telecommunications users involved in marketing, charging, and tariff disputes was 5.9 person-times per million users, accounting for 39.8%; the complaint rate of telecom users related to network quality and information security was 2.7 person-times per million users, accounting for 18.1%. In accordance with the relevant provisions of the measures for handling Telecom user grievances, telecom user complaint acceptance institutions at all levels have handled and mediated user complaints and effectively safeguarded the legitimate rights and interests of telecom users.

Figure 1 Complaints from Telecom users (2) Complaints against Internet Information Services

In the third quarter of 2022, the Internet information service complaint platform received a total of 393600 complaints from Internet users. Among them, there were 170100 complaints from customer service channels, accounting for 43.2%; 155000 complaints from service functions, accounting for 39.4%; 39200 complaints from personal information protection, accounting for 10.0%; and 29300 complaints from other categories, accounting for 7.4%. Among the 150 Internet enterprises connected to the platform, 5 enterprises, including founder Broadband, Zhonggong Education and Tiger Pop, failed to meet the requirement of 95% timely complaint handling (see Annex 2 for details). The number of complaints such as Xiaohongshu, Tongcheng Yilong, Shell Housing search, Qunar Network and other complaints are growing rapidly, and the Ministry of Industry and Information Technology has urged relevant enterprises to improve their services to solve the problems reflected by users.

Fig. 2 complaints about Internet information services (3) complaints about bad mobile phone applications and spam

In the third quarter of 2022, the 12321 Network Bad and Spam reporting Center (hereinafter referred to as the 12321 acceptance Center) received a total of 365,000 valid complaints about bad mobile applications, up 16.0 percent from the previous month and 1.8 percent from the same period last year. Among them, 18300 complaints related to information security issues, accounting for 50.1%; 14600 complaints related to personal information and permissions, accounting for 40.0%; and 3600 complaints related to network security issues, accounting for 9.9%. Through industry self-discipline, the Internet Association of China, in conjunction with application stores and security testing manufacturers, removed 33 defective mobile phone applications from the shelves.

Figure 3 Complaints about undesirable mobile phone applications in the third quarter of 2022, the 12321 acceptance Center accepted a total of 72600 complaints about harassing phone calls, down 4.8% from the previous month and 12.3% from the same period last year. A total of 37100 complaints about spam messages were accepted, down 9.7% from the previous month and up 20.5% from the same period last year. The Ministry of Industry and Information Technology has urged relevant telecommunications enterprises to verify and deal with the above complaints.

III. Tips for operation and consumption

(1) all basic telecommunications enterprises should further standardize their business behavior and state clearly the key items such as tariff standards, service content and scope of application, so that users can spend clearly. All Internet enterprises should continue to improve the manual reception rate of the service hotline and the timely rate of handling user complaints, actively respond to user demands, and optimize the service experience.

(2) the Ministry of Industry and Information Technology reminds the broad masses of users that when purchasing phone cards, recharging traffic or handling other telecommunications services through Internet channels such as e-commerce or webcast, it is necessary to choose formal channels that are self-operated or authorized by basic telecommunications enterprises (with unified network channel electronic signboards), and do not believe marketing traps such as "0 yuan" and "free delivery". Beware of damage to your own rights and interests.

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