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

CTOnews.com, February 8, according to the website of the Ministry of Industry and Information Technology, the Ministry of Industry and Information Technology today issued a "notice on the quality of Telecommunications Service in the fourth quarter of 2022" (hereinafter referred to as "notice"), announcing the relevant telecommunications services in the fourth quarter of 2022.

In terms of telecommunications services, the Ministry of Industry and Information Technology said that it instructed enterprises to launch remote management, troubleshooting and other services for elderly users, and organized a total of 648 websites and App to complete aging transformation. We will encourage 100 key Internet enterprises to set up manual customer service hotlines, 155 enterprises to access the Internet information service complaint platform, and respond to users' demands in a timely manner through multiple channels.

In the fourth quarter of 2022, the industry dispatched a total of 7056 emergency personnel, 2568 vehicles, 2375 power generators and other equipment, repaired 420 base stations and 29 kilometers of optical cables, and sent 180 million warning text messages.

With regard to the comprehensive management of App, the Ministry of Industry and Information Technology said that it would strengthen source management, supervise and guide key application stores and distribution platforms to give full play to their role as "goalkeepers", review them on the shelves in accordance with the law, and increase the overall qualified rate of App on shelves by 8.1% compared with the previous month. CTOnews.com learned that Xiaomi, vivo and Huawei App Store have the highest pass rates.

The telecommunications services announced by the Ministry of Industry and Information Technology for the fourth quarter of 2022 are as follows:

First, the key work of telecommunications services (1) continue to enhance the awareness of information and communication services. Carry out in-depth action to enhance service awareness, guide information and communication enterprises to optimize service supply, improve user service experience, and create a good information consumption environment. Promote basic telecom enterprises to optimize business processes, upgrade system functions, realize common telecom services such as package change and contract termination online and in different places, and improve the convenience of users. Guide enterprises to launch remote management, troubleshooting and other services for elderly users, and organize a total of 648 websites and App to complete aging transformation. We will encourage 100 key Internet enterprises to set up manual customer service hotlines, 155 enterprises to access the Internet information service complaint platform, and respond to users' demands in a timely manner through multiple channels.

(2) make every effort to do a good job in ensuring emergency communications. With the highest standards, the most stringent requirements, and the most practical measures, we have successfully completed the relevant security tasks of the 20th CPC National Congress, and achieved the smooth flow of communication services and zero failure. High-quality completion of major activities such as the 14th Conference of the parties to the Wetland Convention, the Wuzhen Summit of the World Internet Congress, and the Fifth Expo. Timely and effectively deal with a number of earthquakes, hill fires, mine collapse and other emergencies, effectively ensure smooth communication between the party, government, military and other important departments, and effectively meet the emergency communications needs of the people. In the fourth quarter of 2022, the industry dispatched a total of 7056 emergency personnel, 2568 vehicles, 2375 power generators and other equipment, repaired 420 base stations and 29 kilometers of optical cables, and sent 180 million warning text messages.

(3) continue to promote the comprehensive management of App. We will strengthen source management, supervise and guide key application stores and distribution platforms to give full play to the role of "goalkeepers", review them on the shelves in accordance with the law, and increase the overall qualified rate of App testing on the shelves by 8.1% compared with the previous month. Among them, Xiaomi, vivo and Huawei App Store have the highest qualified rate. We will promote the establishment of App signature authentication mechanisms in seven key distribution platforms, providing services for nearly 80,000 App models. The technical capacity building of App has been continuously strengthened, the information service platform of SDK (third-party software development kit) provides services for the industry, and the capabilities of public services such as information sharing, product testing and standard verification have been greatly improved. Organize and carry out the first personal information protection personnel training course and three special public welfare training, and constantly enhance the industry-wide awareness and ability of personal information protection.

(4) seriously investigate and deal with violations. We will promote the clean-up of network marketing for telecommunications services, investigate more than 3000 problem clues, and remove more than 1500 illegal products from the shelves. Carry out the rectification of App infringing on the rights and interests of users by "looking back" and publicly announce 38 illegal App. Local communications administrations have stepped up supervision and law enforcement, interviewing and reminding 61 enterprises with problems in network transfer services with numbers, ordering rectification and reform 13 times, and administrative punishment 1 time; for enterprises with junk information problems, interview and remind and order rectification and reform 125 times, 91 times of criticism and 12 times of administrative punishment. Nineteen enterprises were included in the list of bad telecom business operations because of administrative penalties.

II. Complaints and complaints by telecommunications users (1) in the fourth quarter of 2022, the complaint rate of telecom users nationwide was 9.0 person-times per million users, down 67.5 percent from the same period last year and 39.1 percent from the previous month. Among them, the complaint rate of telecom users involved in service disputes was 3.9 person-times per million users, accounting for 43.2%; the complaint rate of telecommunications users involved in marketing, charging, and tariff disputes was 3.7 person-times per million users, accounting for 41.5%; the complaint rate of telecommunications users related to network quality and information security was 1.4 person-times per million users, accounting for 15.3%. Telecom user complaint acceptance institutions at all levels shall, in accordance with the relevant provisions of the measures for handling Telecom user grievances, deal with user complaints and mediate them so as to effectively safeguard the legitimate rights and interests of users.

Figure 1 Complaints from Telecom users (2) Complaints against Internet Information Services in the fourth quarter of 2022, the Internet Information Service Complaints platform received a total of 335800 complaints from Internet users. Among them, there were 168700 complaints in the service function category, accounting for 50.3%, 103200 complaints in the customer service channel category, accounting for 30.7%, 34000 complaints in the personal information protection category, accounting for 10.1%, and 29900 complaints in other categories, accounting for 8.9%. Among the Internet enterprises connected to the platform, eight enterprises, including Gome Zhenxue and the NGA player community, failed to meet the 95% timely complaint handling target (see Annex 2 for details). The number of complaints such as Jiayuan and Zhihu has increased rapidly, and the Ministry of Industry and Information Technology has urged relevant enterprises to further improve their services and solve the problems reflected by users.

Figure 2 Internet information service complaints (3) complaints about bad mobile phone applications and spam in the fourth quarter of 2022, the 12321 Network Bad and Spam reporting Center (hereinafter referred to as the 12321 acceptance Center) received a total of 41400 effective complaints about bad mobile phone applications, up 13% from the previous month and 17% from the same period last year. Of these, 17300 were related to information security issues, accounting for 42%; 19400 were related to personal information and permissions, accounting for 47%; and 4600 were related to network security, accounting for 11%. Through industry self-discipline, the Internet Association of China, in conjunction with application stores and security testing manufacturers, removed 23 defective mobile phone applications from the shelves.

Figure 3 Complaints about undesirable mobile phone applications in the fourth quarter of 2022, the 12321 acceptance Center accepted a total of 63000 complaints about harassing phone calls, down 13.3% from the previous month and up 2.8% from the same period last year. A total of 43000 complaints about spam messages were accepted, up 17.0% from the previous month and 3.9% 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.

Business and consumption Tips (1) all relevant enterprises should strengthen technological business and model innovation, provide richer and convenient products and services such as App, Mini Program and smart wear, and at the same time strengthen compliance management, strengthen the protection of users' rights and interests, meet the needs of the masses with high-quality services, and promote information consumption.

(2) the Ministry of Industry and Information Technology reminds users that when downloading App, choose channels such as official websites or formal application stores, and do not download at will by scanning the code or clicking on SMS links, so as to protect their rights and interests from damage.

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