Original title: top ten public opinion hotspots of consumer rights protection in 2020
The novel coronavirus pneumonia outbreak in early 2020 has had many impacts on social and economic life. The consumer market is also facing many challenges. According to the National Bureau of statistics, in the first three quarters of 2020, the per capita consumption expenditure of national residents was 14923 yuan, down 3.5% from the same period last year. From January to November, the total retail sales of consumer goods reached 35141.5 billion yuan, down 4.8% year on year. With the gradual improvement of domestic epidemic prevention and control situation, the domestic consumer market has obviously recovered, online consumption has increased rapidly, and offline consumption has continued to improve. Looking back to 2020, the public opinion of consumer rights protection shows the following characteristics: first, the problem of consumer rights protection related to epidemic situation is prominent; second, the Internet consumption is booming, and the “cloud” consumer rights protection such as live broadcast with goods, online education and online games is more prominent; third, new business and new mode bring new consumption problems, and the voice of “strong supervision” of Internet economy is rising; fourth, the traditional complaint hot spot is still rising The focus of public opinion and consumption environment need to be further improved.
At the beginning of 2021, China Consumer Association (hereinafter referred to as “China Consumer Association”) and people’s network public opinion data center, based on the big data platform data and public opinion social influence measurement results, jointly sorted out the “top ten consumer rights protection public opinion hotspots in 2020”, which are: the price and quality of epidemic prevention products are prominent; new problems of live broadcast with goods emerge in endlessly; and “double 11” is complex It is difficult to break the rules of “tailors”; there are many disputes in hotel, tourism and travel cancellation; long-term rental apartments are exploding; online training services are in chaos; it is difficult for minors to recharge online games and reward and refund; takeout platform “wait more than 5 minutes” is accused of “throwing pot” to consumers; overtime charge of intelligent express cabinet is discontented; there are many restrictions on airline’s “unlimited flight products”.
In 2020, there are many new vitality in the consumer market under the crisis. Traditional consumption and new consumption are more integrated, and consumption scenarios are more diversified. 2021 is the first year of the 14th five year plan and the 100th anniversary of the founding of the Communist Party of China. We hope that by sorting out the list and interpreting the hot spots, we can help relevant departments, consumer associations, industry associations and enterprises to solve the difficult points of consumer rights protection, create a comfortable consumption environment for consumers, enhance the basic role of consumption in economic development, and further promote the recovery of consumption.
1、 The price and quality problems of epidemic prevention products are prominent
Social influence: 113.3
Since the outbreak of novel coronavirus pneumonia, the market demand for epidemic products has been increasing. Subsequently, the number of cases of illegal quality of epidemic prevention products and consumer complaints increased significantly. There are five aspects to the problem of protecting the rights of consumption of epidemic prevention products: first, individual illegal operators sell “three noes” and counterfeit masks. The second is to cheat in the name of purchasing masks on behalf of others or groups in wechat group. Such as the artist Huang Mou “selling masks” in the name of the implementation of fraud. Third, take the opportunity to bid up the price of masks, protective clothing, temperature guns and other epidemic prevention supplies. For example, 10 masks sold at a pharmacy in Beijing were fined 850 yuan. Fourth, individual e-commerce platform businesses infringe the legitimate rights and interests of consumers by “chopping orders”, bundling and tying, and inducing consumers to download apps in the name of selling masks. For example, a large number of consumers reported that the e-commerce platform “Dolphin home” had the behavior of “chopping orders” through microblog and complaint platform, which was named by China Consumer Association. Fifthly, individual e-commerce platform businesses estimated sales, but the actual sales of masks, alcohol, disinfectant and other epidemic prevention products were not delivered in time, causing consumer dissatisfaction. For example, Nanding company claimed that it was in stock, but delayed delivery after consumers placed orders for masks, which was jointly interviewed by Beijing Consumer Association and TongZhou Consumer Association.
The epidemic situation is not only a “big test” for the comprehensive management ability of relevant departments, but also a “touchstone” for testing the quality of platforms and businesses. According to the public opinion, the relevant departments should strengthen supervision, carry out special actions for many times, strictly investigate and punish the illegal production and sale of masks and other epidemic prevention products, and make every effort to ensure the quality and market supply of epidemic prevention products, which will help to maintain the market order. Consumer associations at all levels conscientiously perform their duties, increase efforts to deal with consumer disputes, and effectively protect the legitimate rights and interests of consumers. Public opinion appeals that the e-commerce platform can effectively fulfill the supervision responsibility and industry responsibility, and businesses should bear more social responsibility and operate in good faith.
2、 New problems of “live broadcasting with goods” emerge one after another
Social influence: 108.3
In 2020, the live broadcast with goods “overturn” frequently. Not only the old problems such as poor product quality, false publicity, and inadequate after-sales service are still prominent, but also new problems such as public figures’ swiping orders, traffic fraud, and false reports are emerging. In November, the China Consumer Association named Li Jiaqi, Li Xueqin and other people to participate in the live broadcast. There are some problems, such as not allowing to change the goods after buying, data flooding and so on. Afterwards, Li Jiaqi and Li Xueqin said that they attached great importance to social supervision and would further optimize the business process and put the responsibility of protecting consumers’ rights and interests in place. In addition, Xinba’s bird’s nest was accused of being sugar water, and Luo Yonghao admitted that the pilcardin sweater was a fake, which also caused heated discussion.
As a new form of consumption, live broadcasting with goods not only brings convenience to consumers, but also increases consumption risk to a certain extent. In view of the live broadcast with goods chaos, the relevant departments have “sword”. The State Administration of radio, film and television (SARFT) issued the “notice on strengthening the management of online show live broadcasting and e-commerce live broadcasting” in November 2020, and the State Administration of Market Supervision issued the “guidance on strengthening the supervision of online live broadcasting marketing activities” on November 6 to strengthen the guidance and specification of online show live broadcasting and e-commerce live broadcasting, strengthen the guidance and value guidance, and the standardization of live broadcasting e-commerce is accelerating. Consumers’ associations at all levels actively perform their duties, interview live e-commerce platforms with outstanding problems and strong consumer response, supervise the rectification of problems, and earnestly safeguard the legitimate rights and interests of consumers.
According to public opinion, network platform operators should strictly control the online products, live content and network anchor, timely curb the flow of bad goods to the market, and effectively block the spread of illegal bad content, so as to make consumers feel comfortable to buy and use. Live broadcast practitioners, especially stars, Internet Celebrities, entrepreneurs and other public figures, should take the initiative to examine themselves and guide rational consumption with a rigorous attitude. When consumers participate in live broadcast activities, they should also enhance their awareness of risk prevention. It is expected that relevant departments, consumer associations, e-commerce platforms, practitioners and consumers will work together to build a good live broadcast ecology.
3、 “Double 11” complex rules are hard to break “balance payer”
Social influence: 100.2
Compared with previous years, “double 11” in 2020 started in late October, which can be called “the longest” online shopping festival in history. In the past month’s promotion activities, major businesses have launched such preferential activities as “the lowest price of the year”, “deposit deduction”, “red envelope subsidy”, “full reduction” and “limited time rush purchase” to attract consumers’ attention. However, the complicated calculation methods such as full reduction, allowance, red envelope and merger purchase are comparable to mathematical examination questions, which are ridiculed by netizens as “dare not fight without Mathematical Olympiad”. Among them, the rules designed by Taobao and tmall platform, such as not merging the balance payment, not using full discount coupons, “double 11” can not be refunded on the same day, and only paying the balance payment in advance can be refunded, are even more difficult to break the “balance payment person”. These complex rules not only reduce the consumer experience, but also cause consumers to question their rationality. In addition, many consumers reported that some commodity prices on tmall, Jingdong and other platforms had problems such as price increase before discount, false promotion, induced transaction, big data maturity and so on.
The peak period of consumer rights protection is around “June 18”, “double 11” and “double 12” every year. The chaos of consumption during the promotion period not only reflects many problems of consumer rights protection in the platform economy, but also presents the current e-commerce ecology of good and bad. In this regard, the relevant departments should further strengthen the supervision of online shopping, promotion and other new consumption formats and new modes, and at the same time, should also realize the normalization supervision of e-commerce platform and employees; e-commerce platform should further strengthen its own operation management, standardize business activities, and fully protect the legitimate rights and interests of consumers. Public opinion calls for “double 11” to be less “routine” and “calculation” and more “sincerity” and “benefit”.
4、 Hotel, tourism, travel cancellation disputes
Social influence: 99.6
In the early stage of the outbreak, the demand of major airlines, travel agencies, hotels, catering enterprises and OTA platforms increased sharply. However, due to the failure to handle the orders in a timely manner, a large number of consumer complaints and even collective rights protection occurred in some areas. Specifically, in terms of catering services, some consumers have reserved New Year’s Eve dinner, wedding, birthday and other banquets, but due to the impact of the epidemic, they can’t get together normally, and there are many disputes with businesses when they unsubscribe; in terms of accommodation, some hotels take advantage of the opportunity to raise prices, refuse to refund deposit or advance payment; in terms of travel services, it’s difficult to refund air tickets, slow processing of air orders, slow processing of air tickets Airlines and OTA platforms have a high number of complaints, such as mutual prevarication, poor service attitude, unclear air ticket refund policy, etc.; in terms of tourism services, some platforms and travel agencies do not refund in time or use vouchers instead of refunds, causing consumer dissatisfaction.
In the face of the severe test of public health emergencies, government departments and airlines, travel agencies, hotels, catering enterprises, OTA platforms, scenic spots and other business entities should sum up the experience and lessons. From the perspective of the government, relevant departments, consumer associations and trade associations should formulate and revise emergency plans to urge enterprises to safeguard consumers’ rights and interests. From the perspective of enterprises, airlines, travel agencies, hotels, catering enterprises and other business entities should always put consumers’ rights and interests in the first place and attach importance to the protection of consumers’ rights and interests. OTA platform should also play the role of coordinator to help consumers solve practical problems and cooperate with consumers to safeguard their rights according to law. In addition, while maintaining rational consumption and patient communication, consumers should also actively exercise the right of supervision and safeguard their legitimate rights and interests.
5、 Long term rental apartments
Social influence: 97.9
In 2020, eggshell, Qingke, chaoke, lanyue and implied long-term rental apartments will be hit by thunderbolt and runaway. The explosion of long-term rental apartments not only leads to a large number of tenants unable to get the services promised by the platform, but also faces the situation that they have paid the rent or have a loan but have no room to live in. Meanwhile, the landlords also face the problems that they can not receive the rent and the house can not be recovered. Some of the tenants who are the same victims also have disputes with the landlords because of the housing rental problem, and even have extreme behavior.
The long-term rental apartment enterprises have gradually developed and expanded in the housing rental market by taking advantage of the national policy of “no speculation in housing and housing” and “simultaneous development of rent and purchase”. However, some enterprises through the “long rent short pay” way, get a lot of rent precipitation, and use these funds for bidding circle house, irrational expansion. These illegal behaviors lead to the high-speed consumption of the deposited funds, and eventually lead to the rupture of the capital chain, the explosion of enterprises and the loss of contact of the person in charge.
In view of the massive consumer rights protection problems caused by the explosion of long-term rental apartments, the public opinion strongly condemns the phenomenon that the person in charge of long-term rental apartment enterprises runs away and loses contact. At the same time, it thinks that the relevant departments should act decisively and never let the problem related parties run away and leave the “mess” to the government and society. Public opinion believes that the regulatory authorities should establish and improve the supervision mechanism of long-term rental apartments as soon as possible, strengthen the supervision of Internet financial institutions participating in housing rental business, effectively reduce the financial leverage of housing rental market, and promote the high-quality development of long-term rental apartment industry. Public opinion expects that long-term rental apartment enterprises can achieve sound development, constantly improve their service level, improve service quality, and safeguard the vital interests of landlords and tenants.
6、 Frequent chaos of online training services
Social influence: 91.0
During the epidemic period, online education, which has achieved a blowout development, has been frequently faced with the problem of consumer rights protection. In July 2020, CCTV’s “3.15” party exposed the false promises of hixue.com, which made it easy for consumers to pay and difficult for them to refund. In the same month, XRS online school was interviewed by Beijing online information office and local education authorities for its vulgar videos, abetting puppy love and other outstanding problems, and was ordered to rectify within a time limit. Online English learning organization “akaso foreign teachers network” has been exposed that the teaching quality of foreign teachers is poor, late, playing mobile phones and other phenomena are common, and the teaching qualification certification is questionable. “Dada English” is accused of modifying the nature of the course without authorization and changing its major course into oral English. In October, “superior education” was revealed that the headquarters was empty, parents had many difficulties in refunding fees, and teachers’ salaries were also in arrears. In December, “xuebajun” was accused of poor management, students applying for refund, teachers being dismissed, and many students’ parents had no way to appeal.
There are a lot of chaos in the industry, such as online teachers’ fake qualifications, institutions running schools without certificates, induced consumption, false publicity, overbearing terms, difficult to cancel the contract and refund fees, which makes it more difficult for consumers to protect their rights. In addition, the online education industry’s “installment loan” has also been criticized by public opinion. In view of the industry chaos, on the one hand, online education platform needs to return to education standard from capital competition as soon as possible, strengthen industry self-discipline, and provide high-quality services for the majority of consumers; on the other hand, relevant departments need to further strengthen administrative supervision, cooperate with consumer association and other relevant social organizations to formulate online education service standards, consolidate the protection system, and standardize the development of online education market 。
7、 It’s difficult for minors to recharge online games, reward and refund
Social influence: 89.4
In recent years, the development of “residential economy” has stepped into the fast lane. During the epidemic period, under the influence of objective factors such as epidemic prevention at home, online entertainment methods such as online games and live broadcast have become the first choice for many minors. It is worth noting that the minors often appear in the newspapers without telling their parents about giving rewards to the network anchor and recharging the online game platform. The amount of money involved is huge, and parents have no way to seek help when they lose money without knowing it. For example, “Nanjing primary school students spent 40000 yuan playing” chicken eating game “for 14 minutes”, “Sichuan Guangyuan 8-year-old” bear child “recharged his father’s more than 4000 yuan for the game” and “Jiangsu Sihong” bear child “spent 400000 yuan to sell the house” and so on. In addition, in July, Beijing Youth Daily launched a survey on entertainment apps that parents reported seriously, and found that mobile game apps such as “peace elite”, “King’s glory”, “cat and mouse”, “happy Xiaole” and “youth anti addiction system” of live platform apps such as “fighting fish” and “one live” were all in vain and full of holes.
Novel coronavirus pneumonia was issued in May. The Supreme People’s Court issued a guiding opinion on Several Issues concerning properly hearing the new civil cases involving new crown pneumonia in May (two). The people’s court shall support the person who requests the Internet service provider to return the money. But in many cases of minors’ online consumption, few parents can seek the help of the police or the news media, and few enter the judicial proceedings. According to the public opinion, due to the problems of cumbersome process, difficult proof, mutual prevarication between operation platform and game company, parents often face great difficulties in refund and rights protection, and it is difficult to protect the rights and interests of consumers. It is the common responsibility of the whole society to protect minors, which not only requires the relevant departments and enterprises to improve the refund mechanism and improve the efficiency of handling refund disputes, but also requires the guardians of minors to take the initiative and shoulder the responsibility of guidance and discipline.
8、 Takeaway platform “wait 5 minutes” accused of “throwing pot” to consumers
Social influence: 88.5
On September 8, an article entitled “takeaway rider, trapped in the system” was “swipe the screen” on the social platform. This paper cites a number of real cases to say that the algorithm driven “real-time intelligent distribution system” constantly compresses the delivery time of takeout, which eventually leads to riders having to work in the high-risk environment of “racing with death, competing with traffic police, making friends with red lights”. This article has attracted a large number of netizens to follow-up reading and discussion, and also prompted the public to re-examine the algorithm, values and employment mode of the delivery platform. As a result, the delivery platforms such as hungry and meituan have been pushed to the forefront.
On September 9, hungry responded that a new function of “I am willing to wait 5 minutes / 10 minutes more” will be added to the order settlement. The response immediately caused an uproar. The public opinion generally believed that the large-scale reduction of delivery time of takeaway started from the squeezing performance appraisal of riders adopted by the takeaway platform in order to control costs and improve efficiency. As the rule maker, the service fee collector and the direct or indirect employer of takeaway riders, the takeaway platform did not reflect on its own business model, but instead called for the Consumers give in, there is a suspicion of “kicking the ball”. Public opinion believes that to solve the problem of “system difficulty” of takeaway riders, we need not only the initiative of takeaway platform and optimization of technology and algorithm, but also the joint consultation of takeaway platform, merchants, riders, regulatory agencies and consumers to promote the sustainable and healthy development of new formats. This also warns the enterprises concerned that while realizing their commercial interests, they should also shoulder their due social responsibilities and should not habitually “throw the pot” at consumers.
9、 Smart express cabinet overtime charges cause dissatisfaction
Social influence: 87.4
Fengchao’s membership service launched on April 30 has caused a lot of controversy. According to the charging rules, the non member express cabinet will be charged 0.5 yuan for every 12 hours overtime and capped at 3 yuan. Some communities choose to stop using Fengchao express cabinet, Fengchao explained the reason of charging publicly, but did not change the charging decision. On May 13, the China Consumer Association said that there should be no separate charge during the reasonable storage period. On May 15, the State Post Office said that although Fengchao’s behavior of adjusting the free storage period did not violate the prohibitive provisions of the regulations, there were problems such as insufficient consultation and improper handling in the process of adjustment. Fengchao was required to seriously consider the demands of users and the needs of business development, and put forward reasonable solutions as soon as possible. On the evening of May 15th, the official official of the official account of the phoenix nest issued an explanation of user service adjustment. It apologized for the charge of the courier cabinets. At the same time, it also adjusted the length of the free storage, extending the free storage time from 12 hours to 18 hours.
The over time charge of Fengchao express cabinet causes consumers’ dissatisfaction, which is mainly reflected in the following aspects: firstly, consumers think that Fengchao’s unilateral increase of storage fee will increase the cost of consumers and infringe on the rights and interests of consumers; secondly, some couriers put the express in the express cabinet without asking for the consent of consumers, which makes consumers very angry; thirdly, consumers reflect that it is necessary to store the express cabinet Items are often taken away or lost by others. In this regard, public opinion calls on the relevant departments to continue to promote the construction of intelligent express boxes, public service stations and other express terminal facilities, increase service specifications and supervision, and help the masses solve the problem of “the last mile of express delivery”.
10、 More restrictions on “unlimited flight products” of Aviation Department
Social influence: 78.5
In 2020, in order to further boost the aviation economy, a number of airlines will launch “Xinfei” products to attract passengers. In June, China Eastern Airlines launched the first “weekend free flight” product in the civil aviation field. Passengers can take economy class of China Eastern Airlines and Shanghai Airlines on any Saturday and Sunday in 2020 and fly to other regions in China except Hong Kong, Macao and Taiwan. After the launch of the product, some consumers are enthusiastic about rush buying. Subsequently, Hainan Airlines, Huaxia Airlines, Spring Airlines and other airlines have launched “unlimited flights” products. At the same time, product sales are booming, but also by many consumer complaints. Complaints such as harsh use conditions, poor use experience, difficulty in purchasing return tickets, false publicity and difficulty in exchanging air tickets have caused public opinion to ask whether the “unlimited number of flights” product is really convenient for consumers to travel.
The harsh use conditions of such products infringe the rights and interests of consumers to a certain extent. In addition, the focus of product publicity is “unlimited times”, resulting in a large gap between the publicity content and consumer experience, leaving consumers with the feeling of false publicity. According to the public opinion, in view of the problems existing in the technology, after-sales and service of “xinxinfei” products, the relevant departments and consumer associations at all levels should unblock the channels for consumers to complain and report, safeguard the rights and interests of consumers, further strengthen the publicity, improve the publicity system, and let the supervision of public opinion play its role. Relevant airlines should carefully analyze the reasons for complaints about “unlimited flights” products, iterate products, improve service quality and optimize consumption experience.
Note: the final score of social influence is composed of two parts: public opinion heat index and topic influence index. The public opinion heat index is based on the heat calculation formula of the people’s network public opinion data center and the annual exposure of this topic in all channels (online media, Ping media, wechat, microblog, blog, forum, APP). The topic influence index is based on the three-dimensional degree of people involved in the event, the scope of influence and the safety hazard, and is obtained by comprehensive scoring.