Last year, Guangdong Consumer Council handled more than 38, complaints, with the largest number of Internet service complaints.

Double compensation mainly focuses on food, health care products, mobile phones and communications.

Yang Shuna, secretary general of the Provincial Consumer Council, said that the provincial consumer Council system handled 384,15 consumer complaints in the whole year, although it decreased by 2.6% year-on-year, the total still accounted for 36.75% of the National Consumers Association, ranking first in the country. The province's Consumer Council system saved 363 million yuan in economic losses for consumers throughout the year, up 12.33% year-on-year, accounting for 23.95% of the national total, also ranking first in the country.

In the whole year, consumers received double compensation of 1,273,2 yuan due to fraudulent behavior of operators, which nearly tripled year-on-year, reaching a record high, accounting for 1.78% of the national total. The consumption areas where consumers get double compensation mainly focus on food, health care products, mobile phones and communications. "As the government and consumer organizations continue to increase the popularization of laws and regulations such as the Consumer Rights Protection Law and the Food Safety Law, consumers' awareness of legal system and rights protection has been continuously improved, and their familiarity and mastery of legal provisions such as double compensation have been continuously improved. More and more punitive damages have been filed in consumer disputes." Yang Shuna pointed out.

The number of consumer complaints in nine cities in Greater Bay Area accounted for 95.86% of the province, including 346,79 in Guangzhou and Shenzhen, accounting for 9.29% of the province's total. At the same time, the number of complaints in some areas has changed significantly, with Shanwei, Shaoguan and Maoming increasing rapidly, of which Shanwei increased by more than 76 times year-on-year to 564, while the other two cities increased by 1.61 times and 1.5 times year-on-year; Shantou, Heyuan and Zhongshan have a faster decline.

Figure of complaint volume of commodities

Contract disputes mainly focus on online games, off-campus training and matchmaking services

From the nature of complaints, the top three complaints are contract problems (35.97%), after-sales service problems (33.93%) and quality problems (15.62%).

Contract complaints are the only type of complaints that increased year-on-year, with an increase of 76.25%. Among them, Internet services, education and training services and life and social services are more prominent, and online games, off-campus training and matchmaking services are the main areas where contract disputes arise. Last year, the complaints of other categories except contracts showed a downward trend, among which the complaints of personal dignity, safety and price declined rapidly, with the declines of 77.39%, 58.81% and 49.6% respectively.

among commodity complaints, household electronic appliances, daily commodities, clothing, shoes and hats, transportation and food are in the top five. Among service complaints, Internet services, life and social services, education and training services, cultural entertainment and sports services, and telecommunications services are in the top five. Complaints about Internet services have been ranked first for many years in succession, among which complaints about commercial Internet services accounted for 64.67%, and online game titles and recharge were the main reasons. Compared with 22, the growth of education and training services, postal services and public facilities services ranks in the top three; The biggest decline was in complaints about tourism services and sales services.

Comparison of the nature of complaints in 22 and 221

Hotspot 1: Complaints about education and training consumption increased by more than 5%

In 221, the problem of education and training consumption was prominent, with 42,568 complaints in the whole year, up 52.25% year-on-year, which was the consumption field with the largest increase in complaints in the whole year. The main problems of consumer complaints are: first, false propaganda, and some institutions arbitrarily exaggerate the teaching effect and teachers' strength, which is inconsistent with reality; Second, the quality of teaching is unstable, and some institutions have problems such as frequent replacement of training teachers, location or unilateral adjustment of curriculum arrangements; Third, the safety guarantee obligation was not fulfilled during the training period, causing personal injury to the students; Fourth, it is difficult to refund fees. Last year, a large number of training institutions were transformed or closed down. Under the structure of prepaid consumption, institutions set up refund obstacles, delayed the refund time and failed to honor the refund promise.

According to the Provincial Consumer Council, in view of the frequent complaints about education and training, especially the problem of operators' "running away", the Consumer Council has taken a number of measures to safeguard consumers' rights and interests. For example, the Consumer Council of Foshan supported consumers to file a class action lawsuit, and assigned lawyers to represent consumers to sue the training institutions that owed money for "running away" for free, and finally won the case, so that the operators were included in the "Lao Lai" list and were subject to various credit restrictions such as consumption and investment. At the same time, consumers should also spend rationally. When choosing education and training institutions, they should refer to the latest policies and refuse training institutions with uneven licenses. We should read the contract carefully, pay attention to the training courses, teachers, expenses, time arrangement and the liability for breach of contract, and try to choose the contract model issued by the state; Improve risk awareness, sign the contract before paying, ask for tickets and certificates, and pay fees rationally.

hot spot 2: the problem of new network consumption is prominent

although the complaints about internet services decreased by 3.86% year-on-year, they still ranked first in the province. The main problems are as follows: first, there are many complaints about online games, which focus on the problems such as large amount of online games for minors, inadequate implementation of anti-addiction system, and account titles. In addition, the state has introduced policies to strictly limit the time of underage games, which has led to the phenomenon of renting and borrowing numbers for minors, which has also caused a large number of complaints; Second, complaints about new online shopping modes, such as live broadcast and cross-border e-commerce, have increased. There is a big gap between anchor promotional products and real objects, poor product quality, many sales routines, and frequent problems with wrong goods. Cross-border online shopping is prone to problems such as difficulty in returning goods and difficulty in determining the subject of complaints, and there is no reason why the obligation to return goods is difficult to implement; Third, the video platform service is controversial. VIP membership service and advance on-demand mechanism cause complaints about repeated charges, automatic renewal, video interspersed with advertisements and other issues.

yang shuna pointed out that the e-commerce law, the consumer rights protection law, the advertising law, the guiding opinions on strengthening the supervision of online live marketing activities and other laws and regulations clearly stipulate the responsibilities of e-commerce operators. game websites, video websites, online shopping platforms, live broadcast platforms, operators in platforms, anchors with goods and other parties should fulfill their corresponding obligations according to law and earnestly assume the responsibilities to consumers. At the same time, consumers should rationally consume, choose a formal platform, identify legitimate businesses, read the agreement carefully before consumption, and fully communicate with businesses. Online game operators should strictly implement the requirements for minors to log in, recharge and prevent addiction, and develop games that are conducive to the growth of minors and establish correct values. Parents should also fulfill their guardianship responsibilities and strengthen the management of bank card binding, account information inquiry and payment password to prevent minors from over-recharging.

service category complaint volume map

hot spot 3: frequent personal injury disputes in beauty consumption

in 221, there were 12,423 consumer complaints involving beauty salons in the province, accounting for 27.28% of complaints about life services, including 2,242 medical beauty complaints. The main complaints are as follows: first, businesses lack qualifications, health licenses, business licenses and medical institution licenses are incomplete, and consumer safety cannot be guaranteed; Second, it is difficult to guarantee the beauty effect. Merchants attract consumers with terms such as ensuring the beauty effect, but in the end they fail to achieve the promised effect and cause complaints. Third, personal injury accidents occur frequently, medical beauty services directly affect the human body, and irregular operation causes serious accidents such as skin injury, disfigurement and even death of consumers; The fourth is to trick consumers into handling consumer loans, so that consumers have to bear high interest and handling fees.

Yang Shuna appealed that government supervision departments should strengthen supervision and law enforcement, severely crack down on unlicensed medical practice, severely investigate and punish illegal practices of medical beauty institutions and medical staff, standardize the development of medical beauty industry, and ensure the personal safety of consumers. When consumers receive medical beauty services, they should choose medical institutions with complete licenses, treat the publicity of beauty services and products about efficacy rationally, and especially carefully choose online beauty loans. When signing online loan contracts, they should not operate by others.

Hot spot 4: Personal information disclosure is difficult to protect rights

Yang Shuna pointed out that there are mainly the following problems in the field of personal information: First, merchants use monopoly positions to collect consumers' personal information at will, and some operators use "overlord clauses" such as "no permission" to collect consumers' information in disguise; Second, consumers have a weak sense of self-protection, and they scan codes and download application software at will for convenience or petty gain; Third, the resale of personal information has become a trend in some industries. For example, some real estate developers sell the information of buyers to decoration companies, which sell it to furniture companies after use, and furniture companies then transfer it to other related industry personnel; Fourth, it is difficult for consumers to prove their rights. Because information and technology are in a weak position, it is difficult for consumers to obtain relevant evidence when personal information is leaked or illegally used, which makes it difficult to protect their rights.

the provincial consumer Council calls on operators to abide by their legal obligations and put an end to excessive collection, random disclosure and resale of consumer information; Consumers should also be vigilant, use personal documents carefully, protect documents and materials with personal information, and pay attention to relevant authorization rights when downloading and installing apps or handling business in third parties to prevent personal information from leaking.

In addition, due to the lack of relevant laws and regulations, lagging regulatory measures, and weak sense of integrity of operators, the problem of prepaid consumption infringing on consumers' rights and interests is still outstanding. The Provincial Consumer Council suggested that the legislature should strengthen from the legislative level, carry out special legislation, and comprehensively and systematically regulate prepaid consumption from multiple dimensions such as access conditions, business requirements, behavioral norms, regulatory responsibilities, and rights protection relief; Administrative organs should strengthen supervision, clarify the regulatory responsibilities and regulatory authority of departments, make full use of effective means such as examination and approval, filing, fund deposit, regular inspection, law enforcement and rectification, and explore new regulatory systems such as third-party deposit, advance payment, and mandatory deposit in advance to improve regulatory efficiency; Enterprises should strengthen their awareness of obeying laws and regulations, enhance their awareness of honest management, enhance their business ethics, and consciously fulfill their legal responsibilities and obligations to protect consumers' rights and interests.