Ma Can, reporter of Yangcheng Evening News, and Yue Xiaoxuan, correspondent, reported: On 15th, Guangdong Consumer Council released the “2020 Analysis Report on Consumer Complaints System of Guangdong Consumer Council” (hereinafter referred to as the “Report”). According to the report, the number of consumer complaints in Guangdong continued to grow in 2020, with the total number reaching 394,258, up 5.54% year-on-year and hitting a new record high. The number of complaints handled by the Guangdong Consumer Council accounted for 40.14% of the total number of complaints handled by the national consumer associations, ranking first in China.
With the development of society and economy, the consumption activities of Guangdong Province continue to be active. Statistics show that in the past five years, the number of complaints lodged by the provincial consumer committee system has been on the rise, with an average annual growth rate of 28.19%.
According to the report, the provincial consumer council recovered about 323 million yuan in economic losses for consumers, down 38.82 percent year on year. There were 586 complaints of double compensation due to fraud by operators, and the double amount of compensation was about 344,000 yuan.
It is worth mentioning that from the geographical point of view, the complaints are concentrated in the Pearl River Delta region, especially Guangzhou and Shenzhen, which account for more than 90% of the total number of complaints in the province. Other cities in the Pearl River Delta saw the same increase in complaints, with Jiangmen, Foshan and Zhaoqing leading the way.
Affected by the COVID-19 epidemic, the number of complaints in medical care, tourism and other related fields in the province increased rapidly in 2020, among which the complaints of medical supplies surged with a year-on-year increase of 114.32%, which was the fastest-growing complaint category. The problems mainly focus on the price, the quality of the goods, delivery problems and so on. In addition, travel itinerary change complaints, food complaints and other prominent.
With the emergence of new consumption mode, this kind of consumption complaint has become a hot spot. For example, a series of complaints and rights protection problems caused by the new marketing mode of prepaying superimposed “consumer loan” are very common in the service consumption fields of education and training, beauty salons, leisure and entertainment, fitness and health. As an interactive marketing mode, live broadcast with goods not only creates amazing sales, but also brings new consumption problems, such as some live broadcast merchants do not honor their promises, exaggerate the product efficiency, poor product quality and so on.
Traditional consumption also presents new problems. For example, there were nearly 30,000 complaints about online games in the whole year, an increase of about 80% over the same period last year. Problems such as online game recharge, refund, game experience and game account number were the most concentrated, among which complaints about online game consumption involving minors accounted for nearly half.
In terms of automobile consumer complaints, there were more than 14,000 complaints related to automobile after-sales service, contract issues and quality issues, occupying the top three of such complaints. At the same time, the field of automobile consumption has also emerged new situations, such as the “new car” standard dispute, some consumers found that the new car has maintenance traces, but businesses insist that as long as the vehicle meets the factory standards, individual small maintenance does not affect the “new car landing”, thus causing disputes and disputes on the “new car” standard.