Association set up rights in 17 platforms to reduced consumer costs

Yesterday was "staged the international consumers ' rights day", Association activities, announced 17 e-commerce platform e-commerce consumer protection the green channel (train) platform to facilitate consumer complaints. Meanwhile, the Association published a survey report, last year suffered from consumer disputes 26.2% of consumers in 2015. Association today also released the top ten human rights cases, cars, travel, buying a lot.

The same day, the State administration for industry and Commerce announced a 2015 national business systems consumer reports, investigating suspicious monopolistic conducts 12 cases last year, which moved in Inner Mongolia and Inner Mongolia Unicom's two operators, tying, mobile Internet packages flow zero out the month surveyed.

New measures

Net purchases rights to the green channel

Due to net purchases of trans-regional, caused difficulties to consumer advocacy, consumer disputes has been high. The Association announced yesterday that from now on, in Jingdong, Taobao, 17 e-commerce platform e-commerce consumer protection the green channel (train) platform. Consumers in the future regardless of where, when faced with consumer disputes in online shopping, may make a complaint to the local consumers ' Association, complaints by the Association through the platform straight to the business enterprise (platform), lower consumer costs.

According to the Association in charge of, the activist platform relies on the Association's complaint and consultation system, additional e-commerce businesses (platform) processing complaints linked channels. From now on, consumers regardless of where, if a consumer disputes encountered in online shopping, you can complain to the consumer associations having jurisdiction. Local Association Organization after receiving the complaint, if complaints related to these 17 business, this platform allows the transfer of complaints directly to the e-commerce service system. Receipt of the complaint will refer any complaints raising a level, to focus on.

It is understood that, in recent years, the Association has established a number of provincial, green channel (train) platform, its effectiveness has been demonstrated for resolving consumer disputes. The established e-commerce platform for consumer rights, and further integration of system resources, and improve coverage.

The Association also said, 17 of the first batch to join the platform is high market share of the enterprise, service provider and has a perfect customer service system.

The Association's statistics show that in 2015, the National Association organizations receive remote shopping complaints more than 20,000 pieces, including e-commerce shopping complaints accounted for 95.41%, up 19,162, rose 3.13%. As consumers and operators are often at different places, consumers claim their rights difficult, expensive, and become outstanding consumers problems. Under normal circumstances, consumer complaints to the relevant government departments, cases usually require the electric business enterprise (platform) registration of different and multiple turns, many links and low efficiency. Meanwhile, operators are unable to receive complaints in a timely manner, many of the cases due to increased consumer cost of solving problems, longer time, which escalated. The activist platform boot, can quickly process a remote shopping consumer disputes, is expected to significantly reduce the consumer long distance costs.

Solve the problem of net purchases, State administration for industry and Commerce Bureau of consumer protection Director Yang Hongcan revealed that the 7th "no reason to return" has now completed the input of the implementation work, rolling up the Administration for industry and commerce will solicit the views of, and then make further changes, is expected to be launched in June. The implementation was launched, on the part of businesses, primary business sector clearly in doubt, convenient business sectors to solve online shopping issues.

In addition, the trade and Industry Department will also conduct complaint 12315 platform into e-commerce activities, commercial enterprises set up complaint sites, facilitate consumer complaints.

13 identification Unit will provide support

The Association announced yesterday that State gemstone quality supervision and inspection center, the China Automotive technology and research centre 13 Unit became one of the first consumer rights identification technologies such as support units.

It is understood that under the provisions of law, if a complaint relates to quality of goods and services, and identify associations may entrust eligible institutions, and provide expert opinion. The support unit of 13 units of acceptable Association delegate of the Organization, to identify goods and services in dispute, and provide expert opinion. In addition to the identification of applicants and support units are also assigned, dedicated contacts, answers to accept the Association a written technical advice in a timely manner.

But the Association said that, due to the current limited number of support units, and therefore drew attention to the identification of limiting the scope of the Deputy provincial level or above (including) consumers ' Association Organization.

Survey

16.9% of consumers after the pit out

The Association released yesterday, "said consumer" surveys, there 26.2% consumers in consumer disputes encountered in the past year, more than 30% of consumers think that fake, also 50% consumer that domestic products also need to improve the quality of products.

Surveys, online spending over household spending 30% at 45%, indicating net purchases are changing the traditional shopping, a shopping channel.

According to the survey, consumer to consumer dissatisfaction rate is relatively high in consumption last year, respectively, to buy a house rent, health care, finance and investment, which reached 22.2% to buy a House renting are not satisfied with, the other two are 15% and 11.6%. According to reflect consumers, buy a house rent, higher consumer prices for rent, high interest rates and repayment pressures, intermediary service trap issue is bigger. Health care costs low tuition fees, the coverage ratio low, registered, attitude and poor majority. Finance and investment, consumers reflect more problems, including low income, poor safety, false advertising, etc.

Investigations revealed that the current size of China's Internet users reached 688 million, Internet penetration has reached 50.3%, mobile Internet reached 620 million, but Web users mainly for social networking travel, accommodation, restaurant reservations and map navigation, news of lowest usage, only 3.7%. Consumers on the Internet most dissatisfied with the reasons for include Internet charge high, personal information protection, and information and network reliability.

In view of the current consumer environment, close to 60% consumers for home, showing the current consumer spending environment is satisfactory on the whole, not satisfied with the reasons, there are more than 30% of consumers think that fake. There are more than 50% of the claim was difficult for a consumer. Investigations revealed that in the past year, 26.2% consumers meet consumer disputes, issues such as quality, service and false propaganda, and so on. 16.9% consumer choice but still consider themselves unlucky, awareness needs to be raised.

Investigations revealed that almost 60% when purchasing home appliances, consumers tend to choose China-made products over 50% of the consumers buy smartphones tend to domestic products and ratio selection of domestic and imported dairy products; in cosmetics and household cars, more consumers choose to buy imported products. More than 50% of the consumer, that should improve the quality of domestic products, dairy products, more than 60% of consumer goods should be improving quality.

Association said the investigation revealed 60% consumers for domestic consumption environment was satisfactory. The Association called for upgrading of product quality, enhance regulatory enforcement in areas such as tourism, finance, training, strengthening the protection of personal information, strengthen online supervision.

Released typical cases

"Problem of petrol" cause Group sued in the case

The Association yesterday released a 10 typical consumer rights cases, involving gasoline, travel, car, House, etc. For example, "problems petrol" trigger Group v, beauty not been "disfigured" and air conditioning fire wounding at midnight.

Association, said these cases, disappear below the county level, all come from the Organization, although the amount is not high, identified as typical of these cases is that the National Association attention to every consumer complaints.

In this typical 10 cases, involving goods and services including gasoline, travel, automotive, real estate, mahogany furniture, gas charges, such as air conditioning, beauty, are consumers more day-to-day contact, there is also a problem, but also relating to group complaints.

After the mediation Association, 10 cases have been resolved, some consumers get compensation, some consumers return the product.

Case one

On March 1, 2015, in qiandongnan Prefecture, Guizhou province cengong County Industrial Park, one investor to cengong County Association of consumer complaints, reflecting its cars at a gas station in cengong County, city-and after the 93rd gasoline, appear excessive carbon deposition, idle vibration, fueling the flame condition, cause damage to the vehicle accessories to varying degrees. March 2, coming from Shanghai, Sichuan, Hunan and Guizhou province 191 consumers cengong County Association reflects the same problems, and claims for damages. The investigation, imposed by the owners of these oils containing impurities, gas station operators to compensate 191 consumer vehicle repair costs amounted to 503400 Yuan.

Case two

In July 2015, consumers, Yichang city, Hubei Province, Zhao to the consumers ' Association complaints reflect its 2008 introduced by acquaintances to a beauty salon embroider eyebrows, summer of 2012 by about once again went to the beauty salon complement, and despite the slight discomfort but are not noted. September 2014, Ms Zhao eyebrow redness on both sides and the theory, after the decay, diagnosed by hospitals "Granuloma-like lesions", after a number of regular hospitals cannot be restored to its original condition. After mediation, beauty salons to compensate Ms Zhao 56,000 yuan, Zhao to withdraw the complaint.

Case three

On August 10, 2015, consumers Wu Yanping district, Nanping city, Fujian province, to consumer complaints reflect the summer of 2014 in the Nanping electric company to buy a certain brand of air conditioning, on August 9, 2015 at 1 o'clock in the morning that caught on fire, cause the curtain to be burned, Ms Wu grandmother burned his right hand in the fire. As the air conditioner is still in "three guarantees" period, businesses agree to good air conditioning repair, but the sides fail to reach an agreement on the compensation for burns. After mediation, the responding party agrees to compensate consumers care costs 1000 Yuan, nutritional costs 1000 Yuan, medical costs 1000 Yuan, consumers agree.

(Xinhua News Agency)

Business law-enforcement

National investigating suspicious monopolistic 12 cases

According to the State administration for industry and Commerce introduced last year, China's industrial and commercial sector to household appliances, children's clothing, electric bicycles and other key commodities to carry out sampling, and some of the key cases in the investigation of suspected monopoly.

According to reports, aimed at the general public care of children's products, China's industrial and commercial sector for a period of 3 months of rectification, have investigated and dealt with illegal cases of 1524, involving up to more than 5.4434 million Yuan.

For the existing provisions of the King, interviewed by the departments of industry and commerce, to issue more than 12,000 copies of the proposal, issued order rectification book 7,176, remedy provisions of the King more than 14,000 articles, case investigation of 3,834.

Office-bearers of last year, China's industrial and commercial departments have investigated and dealt with 12 cases of suspected monopoly involving telecommunications, gas, water supply, medicine, electricity, insurance, salt, hot industries such as radio and television, and public areas. Among them, cases of suspected monopoly agreement 4, alleged abuse of dominance case 8. Authorized by the Administration for industry and commerce, Commerce and industry moving to Inner Mongolia and Inner Mongolia, Inner Mongolia Unicom tying, mobile Internet packages flow zero investigation later this month. Later, the two companies carried out rectification, cancel the data plan month zero, and so on. In addition, the business sector, 25,000 were also investigating acts of unfair competition, including bank transfer fees violated consumers ' rights and interests, educational and medical fields accepting bribes from commercial damage competition and increase the burden on patients.

It was also introduced against illegal advertisement, administration for industry and commerce across many provinces, prolonged release of 20 illegal drugs, food, cosmetics, collectibles advertising determined focus on supervising the case, consolidated in the investigation. Local industry and Commerce departments filed a total of 137, fine of more than RMB. Last year, China's industrial and commercial departments have investigated and dealt with 24,000 pieces of false advertisement.

Online shop selling fake goods, national industrial and commercial inspection site, shop 1.911 million times, remove 75,000 of illegal commodities information, ordered corrective action sites, over more than 12,000 shut down 2,170 times in advance, to order the suspension of platform services website 1134 times.

Credit publicity, management exception list in 3.05 million market last year, including concealing the facts, fraud publicity and by residence (place of business) could not be contacted and so on.

Beijing Times reporter Yuan Guoli

(Editors: Hao Long UN654)
2016-03-16 03:45:59
Beijing times

中消协在17家电商设维权平台 可降消费者维权成本

　　昨天是“3·15国际消费者权益日”，中消协举行主题活动，宣布在17家电商平台启动电商消费维权绿色通道（直通车）平台，方便消费者投诉。同时，中消协发布了调查报告，去年26.2%的消费者2015年遭遇过消费纠纷。中消协当天还发布了十大维权典型案件，汽车、旅游、购房等一个不少。

　　当天，国家工商总局也公布了2015年全国工商系统消费者权益报告，去年共查处涉嫌垄断行为的案件12件，其中内蒙古移动和内蒙古联通两家运营商，因搭售、手机上网套餐流量月末清零等行为被调查处理。

　　新措施

　　网购维权有了绿色通道

　　由于网购的跨区域性，导致消费者维权困难，消费纠纷一直居高不下。中消协昨天宣布，从即日起，在京东、淘宝等17家电商平台启动电商消费维权绿色通道（直通车）平台。今后消费者无论身在何地，一旦遇到网购方面的消费纠纷，可向当地消协投诉，由消协通过该平台将投诉直接转移给电商企业（平台）处理，降低消费者的维权成本。

　　据中消协相关负责人介绍，该维权平台将依托中消协现有的投诉与咨询系统，增设电商企业（平台）处理投诉链接通道。今后，消费者无论身在何地，如果在网购时遇到消费纠纷，可以投诉到有管辖权的消费者协会。当地消协组织在接到投诉后，如果发现投诉涉及这17家电商，就可以通过该平台将投诉直接转移到电商的售后服务系统。电商收到投诉后将会把该投诉提高一个级别，进行重点处理。

　　据了解，近年来，中消协已经建立多个省级、地级的绿色通道（直通车）平台，其提高解决消费纠纷的效力已经得到证明。此次建立电商消费维权平台，也是进一步整合系统资源，提高覆盖率。

　　中消协也表示，第一批加入平台的17家电商是市场占有率较高的企业，具有比较完善的客户服务体系。

　　中消协的统计显示，2015年，全国消协组织受理远程购物投诉2万余件，其中电商购物投诉占95.41%，达19162件，同比上升3.13%。由于消费者与经营者往往处于异地，消费者主张权利难度较大、成本高，成为困扰消费者的突出问题。一般情况下，消费者投诉到有关部门后，案件通常需要根据电商企业（平台）注册地的不同而进行多次分转，环节多、效率低。同时，经营者不能及时收到投诉案件，很多案件因消费者解决问题成本增加、时间拉长，致使矛盾升级。此次启动的维权平台，能有效快速处理远程购物消费纠纷，有望大幅度降低消费者异地维权成本。

　　针对网购存在的问题，国家工商总局消保局局长杨红灿则透露，《“七日无理由退货”实施意见》目前已经完成了征集意见的工作，工商总局将对征集到的意见进行汇总，然后做进一步修改，有望于6月份出台。该实施意见出台后，将对一部分商家、基层工商部门拿不准的内容做出明确，方便工商部门解决网购问题。

　　另外，工商部门还将开展12315投诉平台进电商的活动，在电商企业设立投诉站点，方便消费者投诉。

　　13家鉴定单位将提供支持

　　中消协昨天宣布，国家珠宝玉石质量监督检验中心、中国汽车技术研究中心等13家单位成为首批消费维权鉴定技术支持单位。

　　据了解，根据消法的规定，如果投诉涉及商品和服务质量问题，消协可以委托具备资格的机构进行鉴定，并出具鉴定意见。此次成为支持单位的13家单位，可以接受消协组织的委托，对争议的商品和服务进行鉴定，并出具鉴定意见。除接受鉴定申请外，支持单位还指定专人、专用的联系方式，及时接受消协书面提请的技术咨询解答。

　　但中消协表示，由于目前支持单位数量有限，因此提请鉴定的范围限副省级以上（含）消协组织。

　　调查

　　16.9%的消费者被坑后忍了

　　中消协昨天发布的“听消费者说”调查报告显示，过去一年有26.2%的消费者遇到消费纠纷，超过三成的消费者认为假冒伪劣多，还有五成的消费者认为，国产产品还需要提高产品质量。

　　调查报告显示，网购支出超过家庭支出三成的比例达到了45%，说明网购正改变传统购物方式，成为购物主渠道。

　　据调查，消费者对去年消费中不满意率相对较高的消费，分别是买房租房、医疗保健、投资理财，其中对买房租房不满意的达到了22.2%，另外两项分别是15%和11.6%。据消费者反映，买房租房方面，消费者对房价房租高、利率高还贷压力大、中介服务差陷阱多等问题意见较大。医疗保健方面，费用高、乱收费、报销范围小比例低、挂号难、态度差等意见较多。而针对投资理财，消费者反映较多的问题包括收益低、安全性差、虚假宣传多等。

　　调查显示，目前中国的网民规模达到了6.88亿，互联网普及率达到了50.3%，手机网民规模也达到了6.2亿，但网民上网主要为网络社交、住宿出行、餐饮预约和地图导航等，新闻资讯的使用率最低，仅为3.7%。消费者对上网最不满意的原因包括上网资费高、个人信息保护问题多，以及网络信息可靠性差等。

　　针对目前的消费环境，将近六成的消费者给予好评，表明当前消费者对消费环境整体是满意的，不满意的原因中，有超过三成的消费者认为假冒伪劣多。还有超过五成的消费者认为索赔难。调查显示，过去一年中，有26.2%的消费者遇到过消费纠纷，问题包括质量、售后服务以及虚假宣传等。但仍有16.9%的消费者选择自认倒霉，维权意识有待提高。

　　调查显示，有近六成的消费者在购买家用电器时倾向于选择国产产品；超过五成的消费者购买智能手机时倾向于国产产品；而奶制品选择国产和进口的比例大致相当；在购买化妆品和家用轿车方面，更多消费者选择购买进口产品。超过五成的消费者，认为国产产品应提高质量，而奶制品方面，超过六成的消费者认为国货应提高质量。

　　中消协表示，调查结果显示近六成消费者对国内消费环境是满意的。中消协呼吁应提升产品品质，加强旅游、理财、培训等领域的监管执法，加强个人信息保护，强化网购监管。

　　发布典型案例

　　“问题汽油”引发群诉列入典型案例

　　中消协昨天还发布了10大典型消费维权案例，涉及汽油、旅行、汽车、购房等。比如“问题汽油”引发群诉、美容不成被“毁容”以及空调半夜起火伤人等。

　　中消协表示，这些案例全部来源于市县级以下消协组织，虽然标的额并不高，确定这些案例作为典型，是希望全国消协重视每一件消费投诉。

　　在这10起典型案例中，涉及的商品和服务包括汽油、旅游、汽车、房地产、红木家具、燃气收费、空调、美容等，都属于消费者日常接触较多的方面，同样也是存在问题比较多的方面，而且还涉及群体投诉。

　　经过消协的调解，10起案例最终都得到了圆满解决，有的消费者拿到了赔偿，有的消费者退换了问题商品。

　　案例一

　　2015年3月1日，贵州省黔东南州岑巩县工业园一投资商到岑巩县消费者协会投诉，反映其驾驶的汽车在岑巩县城区某加油站加93号汽油后，出现积炭过多、怠速抖动、加油熄火等状况，造成车辆配件不同程度损坏。3月2日开始，陆续有来自上海、四川、湖南、贵州的191名消费者到岑巩县消协反映相同问题，并要求赔偿损失。经查，上述车主所加油品含有杂质，加油站经营者向191名消费者赔偿车辆修理费共计50.34万元。

　　案例二

　　2015年7月，消费者赵女士到湖北省宜昌市消费者协会投诉，反映其2008年经熟人介绍到一家美容院绣眉，2012年夏天按约再次前往美容院补色，其间虽出现轻微不适但未注意。2014年9月，赵女士两侧眉毛出现红肿和痛痒，后出现溃烂，经医院诊断为“肉芽肿样病变”，经多家正规医院治疗均无法恢复原貌。经调解，美容院向赵女士赔偿5.6万元，赵女士撤回投诉。

　　案例三

　　2015年8月10日，消费者吴女士到福建省南平市延平区消委会投诉，反映其2014年夏天在南平某电器公司购买的某品牌空调，在2015年8月9日凌晨1点多突然着火，导致窗帘被烧，吴女士外婆在扑火时烧伤右手。由于空调尚在“三包”期内，商家同意将空调维修好，但在烧伤赔偿方面双方未能达成一致。经调解，被诉方同意赔偿消费者护理费1000元，营养费1000元，医疗费1000元，消费者表示同意。

　　（新华社）

　　工商执法

　　全国查处涉嫌垄断案件12起

　　据国家工商总局介绍，去年全国工商部门对家用电器、儿童服装、电动自行车等重点商品开展抽检，并对一些涉嫌垄断的重点案件进行查处。

　　据介绍，针对公众关心的儿童用品，全国工商部门开展了为期3个月的专项整治，共查处违法案件1524件，案值达544.34万余元。

　　对于企业存在的霸王条款，工商部门开展约谈，下达行政建议书超过1.2万份，下达责令整改书7176份，纠正霸王条款1.4万余条，立案查处3834件。

　　全国工商部门去年共立案查处涉嫌垄断案件12起，涉及电信、供水、医药、燃气、供电、保险、盐业、广播电视等热点行业和公用领域。其中，涉嫌垄断协议的案件4件，涉嫌滥用市场支配地位案件8件。经工商总局授权，内蒙古工商局对内蒙古移动和内蒙古联通存在的搭售、手机上网套餐流量月末清零等进行调查处理。后来，两家公司进行了整改，取消了流量套餐月末清零等。此外，工商部门还查处了2.5万件不正当竞争行为，包括银行转嫁费用侵犯消费者权益，教育和医疗领域收受商业贿赂破坏竞争秩序和增加患者负担等。

　　另据介绍，针对违法广告，工商总局将跨多省市、长时间发布的20个违法药品、食品、化妆品、收藏品广告确定为重点督办案件，统一进行查处。各地工商部门共立案137件，罚款超过千万元。去年，全国工商部门共查处虚假广告2.4万件。

　　针对网店售假的情况，全国工商共检查网站、网店191.1万个次，删除违法商品信息7.5万条，责令整改网站1.2万余个，提前关闭网站2170个次，责令停止平台服务的网站达1134个次。

　　信用公示方面，去年305万户市场主体被列入经营异常名录，包括存在隐瞒真实情况、弄虚作假公示及通过住所（经营场所）无法联系等问题。

　　京华时报记者袁国礼

(责任编辑：郝龙 UN654)
2016-03-16 03:45:59
京华时报