The 2018 white paper on consumers’ appeals released: “Internet+ service” the most complained in service quality

On March 9, sponsored by the magazine of China Quality Miles and the complaint platform of “315 online”, the “press conference about 2018 white paper on consumers’ appeals and the event of promoting commitment to credit-based business” was held in Beijing.

According to the white paper, in 2018, the “315 online” complaint platform received 108,660 valid consumption complaints, 76,040 cases of which were responded, with the solution rate reaching 70%.

The white paper indicated that the goods quality and after-sale service remained the focus of consumers’ rights protection; the complaints about price, measurement and false publicity increased significantly; as compared to the previous year, quality-related complaints showed a slight increase; those for counterfeit and contract-related complaints fell in a small margin.

The complaints about goods quality mainly cover 8 sectors, including electronic products, automobiles, garments, home electronic appliance, food, real estate, daily-use goods, cosmetics and jewelry, among which e-products and automotives see half of the total complaints.

The complaints about service quality mainly cover 12 sectors, including Internet+ service, network communication service, home improvement service, postal service, travelling service, education and training service, financial service, life and social service, health and beauty service, medical healthcare service and insurance service. The Internet+ service tops the complaints in terms of service consumption, accounting for 62% of the total complaints.