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

CTOnews.com, March 14, the latest data from the General Administration of Market Supervision show that in 2022, national market regulators accepted a total of 29.4077 million consumer complaints, reports and inquiries through the national 12315 platform, telephone, fax, window and other channels, an increase of 23.5% over the same period last year. Of these, there were 13.1038 million complaints and 4.7223 million reports, which recovered 4.519 billion yuan in economic losses for consumers and effectively protected the legitimate rights and interests of consumers.

CTOnews.com learned from the official website of the General Administration of Market Supervision that with the rapid increase in the penetration of new energy vehicles, consumers' requirements for quality are also increasing. In 2022, the platform received 16000 complaints about new energy vehicles, an increase of 62.84 percent over the same period last year. Among them, contract problems, quality problems, and false propaganda problems grew rapidly, up 126.33%, 77.35% and 75.65% respectively over the same period last year. Consumer demands focus on: imperfect after-sales service, failure to fulfill the "three guarantees" promise; sudden flameout while driving, oil leakage, abnormal engine noise, brake steering failure, battery module damage; release false information to induce consumers to sign unfair format terms and reduce the responsibility of car companies.

According to reports, in recent years, "new consumption" is becoming an "accelerator" of economic development.While meeting the diversified needs of consumption, some new situations of infringement and new problems in safeguarding rights are also gradually exposed, reflecting the new pain point of safeguarding consumer rights. In 2022, problems with new models such as digital collections (NFT) are on the rise, and supervision is more difficult. Related demands are 597m (only 198in the previous year), mainly focused on no delivery, no refund, maliciously inflated prices, high handling fees, arbitrary closure of consumer accounts, and so on. Under the "blind box" craze, consumer demands reached 41400, an increase of 61.72% over the same period last year. IP cross-border co-branded products set off a buying spree, with 38100 related demands, an increase of 66.96% over the same period last year. Some businesses took the opportunity to raise prices, while problems such as uneven product quality, fake and shoddy products, delayed delivery and lack of after-sales service were prominent. Behind the popularity of outdoor sports such as camping, the demands for sunscreen and mosquito and insect repellent products increased by 99.12% and 149.62% respectively compared with the same period last year. Ice and snow sports are popular, but the related demands are as high as 8677, an increase of 60.51% over the same period last year. Quality problems such as ski suits and skis are prominent, and tickets, deposits and safety issues need urgent attention.

In addition, with the continuous development of e-commerce in China, the epidemic catalyzes online consumption habits, and the field of online shopping ranks firmly in the "half of the country" of consumer demands. In 2022, the demand for online shopping grew by 56.38% compared with the same period last year, with three main characteristics:

The format of "cloud consumption" has expanded rapidly, and complaints have increased rapidly: various "cloud consumption" models such as live streaming, cross-border e-commerce, fresh e-commerce, online group shopping, online entertainment, and customization of private kitchens have emerged, which have become bright spots in the growth of weak consumption last year, but related demands are also rising. Live video demand for 220900 pieces, an increase of 1.15 times over the same period last year, an increase of 5.01 times over 2020, three no products, inferior quality, false propaganda and other problems. Cross-border e-commerce demands for 334500, an increase of 42.63% over the same period last year, an increase of 1.47% over 2020, negative after-sales service, non-performance of warranty commitments, overseas product counterfeiting problems are prominent.

There are many new types of price fraud, regulatory law enforcement is facing new challenges: technologies such as big data algorithm of platform economy improve transaction efficiency, and it is also easy to induce a new type of price fraud. The price demand for online shopping is 106700, an increase of 99.03% over the same period last year, mainly including big data's killing of maturity, real-time change of trading conditions, "low bid and high settlement", concealment of preferential threshold conditions, and non-member preferences are greater than members, which brings higher challenges to price supervision and law enforcement in the field of platform economy.

There are many ways to provide video membership services, and the consumer experience needs to be improved urgently: at present, paid members have become "standard" for video websites, but there is a lack of "standard" for membership services, with 8534 related demands, an increase of 103.82% over the same period last year. The problems reflected by consumers are mainly focused on: unreasonable on-demand, suspected of repeated charges; "advertisement-free" dishonoured, video ads; automatic renewal prompts are not obvious, cancellation ways are difficult to query, consumers are easy to buy by mistake. Others rely on word games such as adjusting fees and changing rights and interests to make up for losses and reduce user trust.

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