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

CTOnews.com August 14 news, Zhejiang Consumer Protection Commission official account today, since the July 17 appointment, Meituan, 58.com, woodpecker, swan home, help the family life, in place, Baidu, UC, 360search and other enterprises have all submitted rectification reports, rectification programs are in accordance with the requirements to rectify the problems, in the "minor ailments overhaul", "charging rules are opaque", "false publicity", "service is not standard" and other aspects have made significant progress.

It is reported that some platforms have mentioned that the service charging model will be optimized, that is, the pilot service of "one-off price" will be launched to improve the protection of consumers' rights and interests, so as to ensure that users' maintenance needs correspond to the standard charging prices, and that they are not allowed to modify and adjust them without authorization.

In terms of after-sales protection, the platform said in its rectification report that it would provide multi-dimensional after-sales protection, such as providing users with multi-channel and multi-channel complaint feedback channels. Specific feedback to the platform through online customer service, telephone customer service, order complaints, post-acceptance service evaluation and other arbitrary ways to feedback the problems encountered to the platform.

In view of the problem of "false propaganda" on the search platform, the platform made it clear in the rectification report that it will review the door-to-door service time of false propaganda and the qualifications of advertisers of counterfeit brands, and make it clear that the qualifications of relevant advertisers are within the period of validity.

CTOnews.com is attached to the official account of Zhejiang Consumer Protection Commission.

In order to understand the problems existing in the online housekeeping service industry and promote the healthy and orderly development of the industry, in the first half of this year, the Consumer Protection Commission of Zhejiang Province carried out special consumption observation on the online housekeeping platform and related search platforms. On the afternoon of July 17, the Provincial Consumer Protection Commission focused on interviewing Meituan, 58.com, woodpecker, swan to home, helping family life, in place, Baidu, UC, 360search and other enterprises. At the meeting, the Provincial Consumer Protection Commission reported the chaos found in online housekeeping services and put forward suggestions for rectification. By the prescribed time limit, all the nine enterprises involved have submitted rectification reports.

According to the person in charge of the Provincial Consumer Protection Commission, the rectification plans submitted by various enterprises have rectified the problems in accordance with the requirements, and have made remarkable progress in such aspects as "minor ailments, major repairs,"opaque charging rules,"false propaganda," and "non-standard services." Such as:

Further refine the service standards: for example, some platforms investigate and clean up excessive packaging word for word in App and ambiguous service descriptions. Further refine the service content, service process, service price and the price list of possible additional fees for each service, and state in advance the common problems that may arise in the service, as well as solutions, after-sales protection, and so on.

Screening and optimization of service providers: some platforms mentioned in the rectification report that they will continue to strengthen the selection and optimization of platform service providers for all service providers of each category in each city, and eliminate a number of service providers with poor management and training skills for technicians. Expand and recruit a number of new service providers. At the same time, we conduct a centralized evaluation of various categories of service providers every quarter to achieve the survival of the fittest.

Improve the technician rating system in the platform: the online housekeeping platform says that the single technician will conduct regular comprehensive evaluation from the dimensions of identity authentication, skill certification, credit score, service score, performance rating and so on. Some platforms mentioned that technicians will be graded and graded, so that excellent and honest technicians can get more orders; the orders of poor-rated technicians will be reduced, and the training of low-scoring technicians will be strengthened; technicians who break the rules frequently, such as dishonesty, poor conduct and arbitrary charges, will be eliminated.

It is worth noting that some platforms mentioned that the service charging model will be optimized, that is, the pilot service of "one-off price" will be launched to improve the protection of consumers' rights and interests. to ensure that the maintenance needs of users correspond to the standard charges, and that they are not allowed to modify or adjust them without authorization. And through digital means to establish abnormal price monitoring system to achieve real-time monitoring and abnormal early warning. For abnormal charging orders, the system directly triggers early warning to help platform managers to contact users in time for return visits and verify illegal orders.

In terms of after-sales protection, the platform said in its rectification report that it would provide multi-dimensional after-sales protection, such as providing users with multi-channel and multi-channel complaint feedback channels. Specific feedback to the platform through online customer service, telephone customer service, order complaints, post-acceptance service evaluation and other arbitrary ways to feedback the problems encountered to the platform. Some of the platform customer service personnel will visit back within 24 hours and reply to the user with the solution. If the user is not satisfied with the service, the platform will urge the service provider and relevant technicians to rework free of charge until they are satisfied. If the user is still not satisfied with the service, the platform provides protection and a refund to the user. Some platforms also make it clear that they will take out commercial insurance for each order of all directly elected services to protect technicians and customers from accidental injuries and property losses during service.

In addition, in view of the problem of "false propaganda" on the search platform, the platform made it clear in the rectification report that it would review the door-to-door service time of false propaganda and the qualifications of advertisers of counterfeit brands, and make it clear that the qualifications of relevant advertisers are within the period of validity. And examples, continue to optimize the search results, the Internet users frequently used online housekeeping service search terms on the top. If you need to use relevant brand words in the search platform, you need brand verification before you can promote them. At the same time, when users search for keywords such as "domestic maintenance" and "domestic service", the feedback results page will add "risk tips" to further help consumers guard against risks.

It is reported that in the next step, the Provincial Consumer Protection Commission will continue to track the implementation of rectification and reform of various enterprises, and will continue to pay attention to relevant issues in the field of online housekeeping services, and continue to promote the healthy and orderly development of the market.

Previously on: Zhejiang Consumer Protection Commission conducted a special consumer survey on online housekeeping platforms and related search platforms in the first half of the year. Online questionnaires found that nearly 30% of consumers had encountered false propaganda. Nearly 50% of consumers think that the charge of online housekeeping service is unreasonable, nearly 40% of consumers think that there are problems in online housekeeping after sale, and nearly 30% of consumers say they have encountered false propaganda in the process of service.

In this regard, Zhejiang Consumer Protection Commission held an enterprise meeting, Meituan, 58.com, woodpecker, swan home, help family life, in place, Baidu, UC and other enterprise leaders attended the meeting.

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