China Consumers Association 315 War Online Announced Epidemic Rights Protection Hotspots During The Epidemic

The China Association for consumers and consumers has launched the online theme activity of "3 / 15 International Consumer Rights Day" in 2020. The theme event released the overall situation of complaints about the epidemic. Data show that from January 20, 2020 to February 29th, the National Association of consumers associations received 180972 complaints about epidemic situation.

From the consumer associations' complaints about consumer complaints, the hot topics of complaints about the epidemic include outstanding contracts. Affected by the epidemic, most consumers were forced to change their consumption plans during the Spring Festival, or some of the operators were unable to provide services normally, resulting in an increase in contract disputes.

Among them, according to the nature of complaints: 81581 cases involving price, accounting for 45.08%, 35260 contracts, accounting for 19.48%, 21136 quality problems, 11.68%, after-sales service 10521, 5.81%, counterfeiting problems 6412, accounting for 3.54%.

According to the categories of goods and services: 79368 cases involving masks, accounting for 43.86%, 15039 complaints of vegetables, cereals and oils, accounting for 8.31%, 13829 complaints about catering services, accounting for 7.64%, complaints of online shopping categories 10139, 5.60%, and travel service categories 9067, accounting for 5.01%.

In addition, the report shows that some operators take advantage of the "epidemic" to increase their prices and make huge profits. Consumer complaints such as masks, alcohol, disinfectants and other consumer products such as vegetables, Cereals, Oils and so on have become hot topics.

Due to the overlay of the Spring Festival holidays, the cost of logistics, raw materials, labor and other costs has risen, resulting in some price increases. But at the same time, some businesses are taking advantage of the "epidemic" to raise profits, destroy the market order and damage the rights and interests of consumers.

The main problems of price complaints are:

The 1. part is that illegal businesses sell at low prices, sell prices at high prices, drive up prices, and even increase prices continuously with batch products in the short run.

The 2. part of the business is to use masks, alcohol, disinfectant and other protective products to impose other items at a high price, limiting the choice of consumers.

The 3. part is that the operators do not implement the marked price, sell vegetables, meat and other collocation, only the total price, no details of the name, unit price, quantity, weight and so on.

In addition, some counterfeit and inferior products have been raised by "epidemic". The main problems of consumer complaints are:

1. the quality of gauze mask, alcohol and other anti epidemic products is uneven, such as mask opening, product expiration, etc.

The 2. part is the sale of epidemic prevention products belonging to three products.

3. take epidemic prevention as a gimmick, exaggerate or falsely publicize the protective effect of ordinary masks, or use ordinary disposable masks to impersonate medical masks.

4. selling counterfeit brand masks and imported masks.

Affected by the epidemic, many consumers choose to buy daily necessities, fresh foods and epidemic prevention products through the Internet, but related complaints are also increasing. The main problems of consumer complaints are:

1. the quality of products purchased online is problematic. Fresh foods such as fresh food, imperfect packaging and defective quality are reserved.

2. business propaganda is not in conformity with reality, and is sold without goods.

3. online shopping orders are concentrated, delivery delays;

4. no attention should be paid to the protection of goods during the transportation process.

5., consumers are difficult to return or replace goods.

The 6. is that some micro dealers and friends circle sell goods on behalf of the epidemic, while "epidemic" makes waves, selling, attracting, and two-dimensional code fraud are serious. However, when there is a dispute, it is very difficult to investigate and mediate, and it is urgent for the relevant parties to strengthen management.

To this end, the China Consumer Association appealed to the relevant government departments to further improve the policy of reversion of the epidemic and continue to strengthen the investigation and handling of illegal operators. Operators in various industries should strengthen self-discipline and conscientiously undertake the responsibility of protecting consumers. At the same time, consumers should consume rationally and safeguard their rights in accordance with the law. During the epidemic period, consumers should purchase on demand, prevent panic buying and not hoarding products for epidemic prevention and daily necessities, and be vigilant against the problem of unknown two-dimensional codes, prepaid cards, discounts and profit margins in the WeChat circle.