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

CTOnews.com August 7 news, the Ministry of Industry and Information Technology recently announced the quality of telecommunications services in the second quarter of 2023. Of the complaints made by telecom users nationwide in the second quarter, 50.0% were related to service disputes, 38.3% were related to marketing, charging, and tariff disputes, and 11.7% were related to network quality and information security.

The Internet information service complaint platform received a total of 279000 complaints from Internet users, of which service function complaints accounted for 53.9%, customer service channel complaints accounted for 18.4%, personal information protection complaints accounted for 13.0%, and other types of complaints accounted for 14.7%. Among the 155 Internet enterprises connected to the platform, 9 enterprises, such as iFLYTEK and 51 credit cards, failed to meet the relevant requirements for timely handling of complaints (see Annex 2 for details), while the number of complaints lodged by Sina, 360, Weicai Technology and Lancheng Brothers grew rapidly.

12321 the reporting and accepting center of bad network and spam information received a total of 59000 effective complaints about bad mobile phone applications. Among them, complaints related to network security issues accounted for 52.9%, complaints related to personal information and permissions accounted for 25.8%, and complaints related to information security issues accounted for 21.3%.

Original text of the Ministry of Information and Information attached to CTOnews.com:

In accordance with the relevant provisions of the Telecommunication regulations of the people's Republic of China, the relevant information on telecommunications services in the second quarter of 2023 is hereby announced as follows:

I. key work of telecommunications services (1) deployment of industry style construction and style rectification work in 2023. Hold a national teleconference to summarize the work of style construction and rectification in 2022, and deploy the work in 2023, including nine key tasks, such as enhancing network service capacity, optimizing service quality, improving service perception experience, improving service compliance level, improving number transfer service, deepening App full chain governance, standardizing business marketing behavior, maintaining good market order, and cracking down on telecom network fraud in accordance with the law. Promote the whole industry to take the lead in ensuring high-quality development with an excellent work style, and constantly enhance the people's sense of achievement and satisfaction.

(2) to improve the level of information and communication services. We will encourage basic telecommunications enterprises to further enhance their ability to provide integrated services, and comprehensively promote telecommunications services to be run online and in other places. Commend 2021-2022 national user satisfaction telecom service stars and star teams, play a typical exemplary role, stimulate the positive energy of the industry. Guide the construction and promotion of "service school" App, to enhance the service level of the industry and increase intelligence. Guide basic telecommunications enterprises to continuously improve the level of digital intelligence services, carry out the management of hot complaints, window services and other work, to better meet the needs of the people for a better digital life.

(3) to ensure emergency communications. Implement the spirit of the important directives on flood control and disaster relief work, issue the Circular of the General Office of the Ministry of Industry and Information Technology on doing a good job in emergency communications work in 2023 and the circular on communication guarantee work in flood control and drought relief in 2023, and hold a meeting to make arrangements. Organize and revise emergency plans, carry out various forms of emergency drills, and guide basic telecommunications enterprises to effectively improve the ability of emergency communications support. We successfully completed the communication guarantee task of the "China-Central Asia" summit, timely and effectively responded to 153 emergencies such as torrential rain disasters in Jiangxi and thunderstorms and gale disasters in Jiangsu, and effectively ensured the smooth communication of the party, government, military and other important departments and the stable operation of the public communication network.

(4) strengthen the comprehensive management of App. We will organize the formulation of a series of standards for Mini Program personal Information Protection Standards, and issue the Convention on self-discipline for High API preset and Distribution of Mobile applications to raise the level of standardization of mobile Internet application services. Compacted app store "goalkeeper" responsibility, new App, on-shelf inventory App sampling compliance rate for the first time to achieve "double improvement", of which Huawei, 360ranked in the forefront. Guide and promote 11 mainstream application stores in China to carry out App certification and signature work, covering more than 500,000 commonly used App. Urge video App such as iqiyi and Youku to optimize user experience and improve automatic renewal reminder mechanism. We held a seminar on the protection of personal information of minors under the Child Care Program in 2023, carried out six public publicity activities on personal information protection, and continued to enhance the awareness and ability of personal information protection in the whole industry.

(5) to carry out service quality evaluation. Carry out the evaluation of user satisfaction index for six types of Internet information services, such as map navigation, network video, application store, instant messaging, network disk service, information and information. Among them, map navigation, instant messaging service satisfaction index ranked high, network video service satisfaction index increased month-on-month. According to monitoring, the average file download rate of 5G mobile phone users exceeds 125Mbps, the average first packet delay of fixed broadband users visiting the website is 0.08s, and the average first playback delay of watching videos is 0.59s, which shows that the user experience is excellent.

(6) strengthen supervision and law enforcement. We will further promote spam management and further standardize port-like short message services. Carry out the rectification of App infringing on the rights and interests of users, and publicly report 87 violations of App and SDK. Local communications administrations have strengthened supervision and law enforcement, reporting 7 times to enterprises with problems in network transfer services with numbers, 39 times for interviews, reminders and orders for rectification, and 2 times for administrative penalties; 121 times for enterprises with garbage information problems, interview reminders and orders for rectification and reform 197 times, and administrative penalties for 7 times. Seventeen enterprises were included in the list of bad telecom business operations because of administrative penalties.

II. Complaints and complaints of telecommunications users (1) complaints of telecommunications users

In the second quarter of 2023, among the complaints made by telecom users nationwide, 50% were related to service disputes, 38.3% were related to marketing, charging and tariff disputes, and 11.7% were related to network quality and information security. 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.

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

In the second quarter of 2023, the Internet information service complaint platform received a total of 279000 complaints from Internet users. Among them, service function complaints accounted for 53.9%, customer service channel complaints accounted for 18.4%, personal information protection complaints accounted for 13.0%, and other types of complaints accounted for 14.7%. Among the 155 Internet enterprises connected to the platform, 9 enterprises, including iFLYTEK and 51 credit cards, failed to meet the relevant requirements for timely handling of complaints (see Annex 2 for details). The number of complaints lodged by Sina, 360, Weicai Technology and Blue City Brothers is growing rapidly. the Ministry of Industry and Information Technology has urged relevant enterprises to improve their services and solve problems reflected by users.

Complaints about Internet Information Services (3) complaints about undesirable mobile phone applications and spam

In the second quarter of 2023, 12321 Network Bad and Spam reporting Center (hereinafter referred to as 12321 acceptance Center) received a total of 59000 valid complaints about bad mobile phone applications. Among them, complaints related to network security issues accounted for 52.9%, complaints related to personal information and permissions accounted for 25.8%, and complaints related to information security issues accounted for 21.3%. Through industry self-discipline, the Internet Association of China, in conjunction with application stores and security testing manufacturers, removed 101 defective mobile phone applications from the shelves.

Complaints about undesirable mobile phone applications in the second quarter of 2023, the 12321 acceptance Center accepted a total of 91000 complaints from platform spam users. Among them, complaints related to loans and financial management accounted for 60.9%, retail sales complaints accounted for 12.5%, insurance promotion complaints accounted for 8.0%, education and training complaints accounted for 7.3%, and other complaints accounted for 11.3%. The Ministry of Industry and Information Technology urged the relevant telecommunications enterprises to verify and dispose of the above clues and transfer the problems related to source marketing to the relevant industry competent departments to deal with.

3. Work requirements and consumption tips (1) all basic telecommunications enterprises should conscientiously implement the overall deployment of the State Flood Control and drought Relief headquarters and the work requirements of the Ministry of Industry and Information Technology, and do a good job in flood control and emergency communications during the critical period of "seven under eight". To ensure the safe and smooth operation of the communication network.

(2) the use of App authentication and signature technology can verify the identity of App developers and distributors, and improve the ability to prevent counterfeiting and bad App. The Ministry of Industry and Information Technology reminds users to choose the official website or formal application store when downloading App, and give priority to downloading the authenticated and signed App to safeguard their legitimate rights and interests.

Annex 1

Annex 2

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