In 2022, the market supervision department will recover 4.519 billion yuan of economic losses for consumers
2023-03-15
On March 14, the reporter learned from the State Administration of Market Supervision that in 2022, the national market supervision department accepted 29.4077 million consumer complaints, reports and inquiries through the national 12315 platform, telephone, fax, window and other channels, with a year-on-year increase of 23.5%. Among them, 13.1038 million complaints and 4.7223 million reports were filed, which saved 4.519 billion yuan of economic losses for consumers and effectively protected the legitimate rights and interests of consumers. The reporter noted that the complaints and reports received by the market supervision department presented a series of new features. For example, from the perspective of the trend in the past three years, due to the cross-regional expansion of the platform economy, the cross-regional flow of population and capital, and the cross-regional allocation of market factors, the consumption of Guangdong, Zhejiang, Shanghai and Beijing is accelerating. There is a positive correlation between the number of consumer complaints and the level of consumer activity. The proportion of consumer complaints in the four provinces and cities in the country has increased from 31.8% in 2020 to 45.16% in 2022. At the same time, after-sales problems such as non-delivery and non-refund are more prominent. In 2022, the national market supervision department accepted 13.1038 million consumer complaints, an increase of 43.84% year on year, which was slightly higher than that in 2021. From the perspective of complaints, there are 2.9870 million quality complaints, 2.4896 million after-sales services, 1.1591 million contracts and 1.0906 million food safety complaints, accounting for 58.96% of the total complaints. Among them, after-sales service problems grew the fastest, with the strongest response from the public, up 57.67% year on year. The State Administration of Market Supervision said that the after-sales service status is directly related to the confidence and expectations of operators. Affected by the epidemic, after-sales service problems have become prominent. Consumer complaints mainly focus on non-refunding, non-delivery, non-performance of the "three guarantees" commitment, non-performance of the obligation of "return without reason within seven days", and delayed delivery. From the perspective of complaint category, the proportion of commodity complaints increased. In 2022, the national market supervision department accepted 8.6232 million commodity complaints, accounting for 65.81% of the complaints, an increase of 4.37 percentage points over the previous year; There were 4.4806 million service complaints, accounting for 34.19% of the complaints. Among them, complaints and reports related to new energy vehicles grew rapidly. In 2022, the platform received 16000 new energy vehicle complaints, an increase of 62.84% year on year. Contract problems, quality problems and false publicity complaints increased by 126.33%, 77.35% and 75.65% respectively year on year. In addition, new consumption hotspots continue to emerge, and related consumption disputes are rising. In 2022, the problems of new models such as NFT digital collections are on the rise, and the regulatory difficulty is increasing. There are 59700 related appeals (only 198 in the previous year), which mainly focus on issues such as non-delivery, non-refund, malicious bid up prices, high service charges, and arbitrary closure of consumer accounts. Under the "blind box" craze, consumer demands reached 41400, up 61.72% year on year. IP cross-border co-branded products set off a rush to buy, with 38100 related appeals, an increase of 66.96% year on year. Some businesses start from the ground, product quality is uneven, fake and inferior, delivery delay, after-sales service
Edit：Hou Wenzhe Responsible editor：WeiZe
Source：Economic Information Daily
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