The 2020 Sichuan Consumer Complaint Report is released. Which industries have higher complaint rates?

What issues will become hot spots for consumer complaints in 2020? On January 7, the Sichuan Provincial Consumer Rights Protection Committee released the "2020 Consumer Complaint Information Statistical Analysis Report" to take stock of consumer rights protection hot spots throughout the year. Data show that last year, Sichuan Provincial Consumer Rights Protection Committees at all levels accepted 51,408 consumer complaints, an increase of 30.45% compared with 2019; they resolved 50,300 cases, with a complaint resolution rate of 97.84%; they saved consumers 64.1259 million yuan in economic losses. Among them, consumers received double compensation amounting to 273,900 yuan due to fraudulent behavior by operators.

Judging from the consumer complaint cases in 2020, there were 16,429 complaints involving quality issues, accounting for 31.96% of the total, 6,962 price issues, accounting for 13.54%, and 5,482 after-sales service issues, accounting for 13.54% of the total. 10.66%. Judging from statistical data, the quality of goods and services still ranks first in the total number of complaints and has become the main aspect of consumer complaints. However, compared with the same period last year, the downward trend of quality complaints is the most obvious, and the proportion of price complaints has increased. The amplitude is larger.

By product type, consumer complaints involving food, medicine and medical supplies, and household electronic appliances rank among the top three. Compared with the same period in 2019, medicine and medical supplies, food Complaints about categories and agricultural production materials showed an upward trend, while the other categories showed a downward trend. In terms of service types, consumer complaints involving daily life, social services, sales services, culture, entertainment, and sports services ranked among the top three.

I purchased protective clothing from a WeChat merchant, but found out after receiving the goods that it was non-medical protective clothing and could not be used. How can I safeguard my rights? I have booked a B&B during the holidays, but I am unable to check in due to the epidemic. What should I do if my refund is refused? ...An inventory by the Sichuan Provincial Consumer Rights Protection Committee shows that the epidemic has changed consumer demand and patterns, and complaints related to the "epidemic" are growing rapidly. In particular, consumer demand for anti-epidemic supplies has surged as daily necessities, and the imbalance between supply and demand within a certain period of time has become the focus of complaints. In 2020, the provincial consumer committee organized to receive 4,739 complaints about medical and pharmaceutical supplies, an increase of 5.7 times compared with 704 complaints in 2019. Consumer complaints are concentrated in the fact that individual operators fail to clearly mark prices in accordance with regulations, or sell protective equipment at prices significantly higher than the market price; operators sell masks through online platforms and set conditions for the distribution of masks, but do not inform consumers in advance; pharmacies Regular channels such as masks and protective clothing and other anti-epidemic supplies are out of stock and in short supply. WeChat groups and Moments are full of information about selling anti-epidemic supplies, but the purchase channels and product quality are not guaranteed.

At the same time, unsubscribing for catering and accommodation has become a problem. In 2020, the provincial consumer committee organized to receive 8,029 complaints about catering and accommodation, an increase of 2 times compared with 2,668 complaints in 2019.

In addition, sales and services will increase significantly in 2020, but there will also be a lot of online and offline chaos. Data show that the provincial Consumer Council organized *** to receive 2,989 sales and service complaints, an increase of 3.7 times compared with 631 complaints in the same period last year. Among them, online consumption and second-hand car sales have become hot spots for consumer complaints, and *** accepted various complaints. There were 1,428 online consumer complaints, an increase of 3.3 times compared with 333 complaints in the same period last year. The data also shows that in 2020, there were 2,511 complaints about cultural, entertainment, and sports services. Among them, prepaid consumption methods accounted for a high proportion in the cultural, entertainment, and sports service industries.

Issues such as the difficulty of applying for and returning cards due to prepaid consumption, compromised service quality, setting of unreasonable consumption conditions, and operators “running away” before the contract performance period has expired have become hot spots for consumer complaints