Analysis Of Complaints From Autonomous Regional Consumers Association In The First Half Of 2014

Consumers' associations at all levels in the first half of 2014 received 1527 complaints from consumers, 1322 of which were handled, with a resolution rate of 87%, which saved 7 million 55 thousand and 700 yuan for consumers.

I. The basic situation of complaints

(1) from Nature Categories: 933 quality problems, accounting for 61.1% of the total complaints; 83 contract problems, accounting for 5.44% of the total complaints; 13 accounting problems, accounting for 0.85% of the total complaints; 128 after-sales service problems, accounting for 8.38% of the total complaints; 68 price problems, accounting for 4.45% of the total number of complaints; 11 counterfeit problems, accounting for the total number of complaints; the false propaganda problem, accounting for the total number of complaints; other problems, accounting for the total number of complaints.

　　(二) 从商品或服务类别看： 家用电子电器类305件，占投诉总量的19.97%;服装鞋帽类226件，占投诉总量的14.8%;交通工具类122件，占投诉总量的7.99%;生活、社会服务类133件，占投诉总量的8.71%;日用商品类140件，占投诉总量的9.17%;首饰及文体用品类33件，占投诉总量的2.16%;房屋及建材类113件，占投诉总量的7.4%;食品类71件，占投诉总量的4.65%;烟酒和饮料类18件，占投诉总量的1.18%;医药及医疗用品类14件，占投诉总量的0.92%;农用生产资料类44件，占投诉总量的2.88%;房屋装修及物业服务22件，占投诉总量的1.44%; 邮政业服务11件，占投诉总量的0.72%;销售服务类13件，占投诉总量的0.85%;其他商品和服务类109件，占投诉总量的7.14% 。

Two, hot spots Analysis

(1) department stores

There are mainly complaints in department stores, such as shoddy, rising bid price, false discount, cheating and misleading consumers, showing that the sample is not in conformity with the actual purchase goods, and the quality problems exist in the department stores. The rising trend of food complaints is very obvious. Some dealers even adulterated the production date and expiration date in order to make profits, tampered with adulteration in food, and disqualified products disguised as qualified products, causing more and more consumers to suffer.

(two) family car category

Complaints about household cars are increasing. One is the quality problem, which is manifested in engine failure, tight sealing, air conditioning is not cold, formaldehyde exceeds standard. Two, there are a lot of problems in second-hand car trading, such as unclear contract, deliberately concealing automobile defects and so on. Three, the quality of maintenance is not guaranteed. The repair vehicle can not be eliminated after many repairs. Some repair factories use poor quality fake parts. After the implementation of the new three package, the car dealers have higher requirements. In the actual work of safeguarding rights, as a consumer depreciation product, the consumer still has difficulties in safeguarding rights.

(three) household electronics An electric appliance class

Quality complaints remain the focus, especially in the electronic communications industry, especially on mobile phone quality complaints. Mainly in the following aspects: cell phone crash, automatic shutdown, key failure, after-sales service is not in place. Some operators also have illegal activities, such as selling refurbishing machines and parallel machines. Mobile operators avoid the three package liability by using improper consumer behavior and man-made damage. The after-sale Department falsified the maintenance price, and carried out the phenomenon of replacing the old parts with the old ones. Consumers do not pay attention to collecting evidence during maintenance, and find evidence missing when the evidence is presented, which brings difficulty to safeguarding rights.

(four) clothing shoes and hats

Consumer complaints about clothing and footwear are mainly focused on product quality, such as silk sewing, clothing decolorization, leather shoes opening, line opening, leather cracking and so on. Footwear products can be handled through the regulations on the repair and replacement of footwear commodities in the Inner Mongolia Autonomous Region. Clothing products lack relevant processing regulations, and it is difficult to identify and deal with them.

(five) telecommunications services

Consumer complaints about telecommunications services are mainly reflected in the following aspects: operators unauthorized increase in fees and charges, no service provided after service charges, staff did not inform consumers in advance how to charge services, resulting in arrears and so on.

(six) insurance services

Consumer complaints about insurance services are mainly caused by the misleading behavior of the sale of life insurance, which resulted in the change of the certificate of deposit policy, and the late service is not in place, resulting in the failure of the policy and the loss of consumers.

(seven) network, TV and other mail shopping categories.

Internet and TV shopping are done by mail, and there are many problems in the quality of products. Consumers are not able to touch objects before shopping. They can only understand goods through network and TV advertisements. Quality and after-sale services are difficult to guarantee. Sellers and manufacturers are buck passing each other, fail to fulfill their promise on shopping advertisements, and fail to fulfill the three package responsibility. Because it is off-site consumption, it is difficult to contact the seller when handling complaints.

Three, analysis of the difficulties in consumer rights protection

In recent years, with the continuous improvement of consumer rights awareness, complaints about consumer rights protection have also been rising. Although some complaint cases have invested a certain amount of time and manpower, there is still no effective solution. The main problems are as follows:

The safety of consumer environment needs to be improved. When consumers purchase goods and services, consumer safety complaints become a new rising point in the first half of this year, such as staying at hotels and losing property, stealing or wrestling while shopping in shopping malls or supermarkets. Therefore, in addition to strengthening their own precautions, operators should also strengthen site management and actively create a safe and safe consumption environment for consumers.

From the comprehensive analysis of consumer complaints in the first half of the year, the complaint of commodity quality is still the focus of consumer complaints, with a large number of cases, involving a large number of goods, and a high degree of consumer concern. With the rapid development of Internet consumption, the complaints in the express industry have been rising. It is urgent to improve the service quality of the express delivery industry and strengthen self-discipline. Food safety issues still have a long way to go. The regulatory authorities should make good supervision before doing so, and establish a long-term mechanism according to law.

Because some operators are not honest or law-abiding, the sale of goods or services does not meet national standards or industry standards, or the sale of counterfeit and shoddy deteriorated commodities does not sign contracts or fulfil their obligations in accordance with the contract. Some heating enterprises do not provide services according to the state regulations, or even cheat and mislead consumers. In the final analysis, we did not obey the laws and regulations of the state well, and did not regard honesty and law-abiding management as the basis for the development of enterprises. We did not regard the protection of consumers' legitimate rights and interests as the basis for the development of enterprises.

Ordinary consumers do not know enough about the state's laws and regulations about consumption, and do not take the initiative to request to see the license. They can not effectively prevent the occurrence of infringing acts. After consumption, they do not voluntarily ask for all kinds of ticketing cards. They do not take the initiative to ask for a contract, or do not examine the contents of the contract in detail, that is, sign the contract, and do not retain valid evidence. At the same time, there are consumers irrational, blind consumption scene.

All or different levels consumption The association, the governing unit, and the relevant administrative law enforcement departments, because of their heavy workload, are not enough to invest in the complaints and solve the consumer complaints. The functional departments of individual rights protection do not attach enough importance to the consumer rights protection, and lack of full-time personnel. Lack of communication and coordination among departments can not shape the resultant force to protect consumers' rights and interests, which affects the speed and efficiency of consumer rights protection.

Although some achievements have been made in the first half of this year, there are still many problems. Mainly after the implementation of the new "consumer law", the application of many new rules and regulations and other laws and regulations are gradually being explored and discussed. The operators are not suited to the provisions of the new "consumer law", and the sense of integrity and law-abiding management is not high enough.

Typical cases in the whole district

Case 1: foreign body in food

In March 20, 2014, the Hohhot Consumer Association accepted Mr. Hou's complaint. He bought a bag of sand free seaweed at a supermarket at a price of 20 yuan. When he went home, he used boiled water to eat food. He found that there were foreign substances. He was asked to complain about the soaked and not laver dishes. The staff of the Association revealed that there was an irregular 1.5x0.5 color of the laver which was similar to that of Porphyra and had similar elasticity to the leather. After several contacts, a few days later, the manufacturers and distributors in Fujian looked at the Hohhot Consumers Association and recognized that the foreign matter in the Porphyra was a leather, because the workers were not able to discover the color because they were similar in cleaning. The staff read out the relevant provisions of the food safety law, and pointed out that they should not produce and sell foods with foreign bodies, and explained the provisions of the new consumer law. The producers finally made an apology to the consumers for compensation of 600 yuan.

Case two: Agricultural compensation

Mr. Zhao, a farmer in Ho Lin County, bought 28 bags of corn seeds in Hun Ching road in Yuquan District in April 19, 2014. The bag was 70 yuan, totaling 1960 yuan, and about 40 mu was sowed in May 1st. According to the annual planting method, film mulching, fertilization, watering and so on, after the emergence of seedlings, the seedling emergence rate was obviously low about 30%. Mr. Zhao believes that the problem is the quality of seeds. Due to repeated consultations failed, he went to Hohhot consumers' Association in May 20, 2014 to complain that the total investment in planting corn amounted to over 10 yuan. After receiving the complaint, the staff of huhun Consumer Association carried out an investigation. The seeds were produced in Heilongjiang province and distributed by a department store in Yuquan district. The dealers approve of the low rate of emergence, but do not recognize the quality problems of seeds. They believe that there are many reasons for the low germination rate. No compensation is required, and seed quality identification is required. The Consumer Association believes that the low rate of emergence is a fact recognized by both sides. The low rate of emergence of distributors is caused by many reasons. After the association with the agricultural sector, the seed identification is more complex and longer in use. In view of this situation, the analysis shows that it is now in late May, and will soon exceed the sowing date of crops. If not dealt with in time, it will cause greater losses. After many consultations and mediation, dealers will understand the losses suffered by farmers, and finally reach a conciliation agreement. Mr. Zhao will replant crops with short maturity, and the operator will pay 15 thousand yuan to settle the case.

Case three: "cotton velvet" impersonate pure cotton, and consumers receive three times compensation.

In March 17th, Ms. Chen came to a bedding store in Zhalantun to buy a quilt cotton for her son. Under the recommendation of the shopping guide, Ms. Chen bought a cotton marked "ten cotton in Xinjiang" and bought 10 catties for 160 yuan at a price of 16 yuan per catty. After returning home, Ms. Chen's husband carried out a combustion test on cotton and found that the cotton had strong sour taste after burning and showed a focal shape. The ashes of non cotton burning were fake cotton. Mrs Chen was indignant and came to bed.