2013 Shenzhen Electricity Supplier Complaints Exceed 16000 Cases

Yesterday, the Shenzhen Municipal Council made a complaint about complaints about complaints about consumption of Internet (e-commerce) in our city. In 2013, Internet consumption (e-commerce) complaints and complaints rose sharply, reaching 16098 cases. The number of complaints in this category has hit the extreme value since the founding of our city's Consumer Council.

　　 Nearly 30% of the city's consumer complaints against the electricity supplier

2013 Shenzhen Internet consumption (e-commerce) complaints and complaints amounted to 16098, accounting for 29.18% of all complaints, representing an increase of 84.93% over 2012. Among them, there were 10281 complaints about online shopping and 5817 complaints on online games.

There were 6737 successful mediation interventions in the City Council, the success rate of mediation was 82.51%, the mediation was unsuccessful and there were no 1152 addresses. According to the municipal Consumer Council, the reason for the unsuccessful mediation of online shopping complaints is that the evidence provided by consumers is insufficient or the clue is not true. Data show that in 2013, online shopping complaints, consumers only provided 29.32% of shopping vouchers, while the complete website address, platform name, shop name and purchase voucher only 5.10%.

According to the municipal Consumer Council, after analyzing complaints about 10281 online shopping complaints, the accused subjects can be classified into two categories: regular electricity providers, suspected fraudulent or fraudulent websites. Involving regular electricity providers Online shopping There were 5387 complaints, accounting for 52.40% of complaints from online shopping complaints. There were 4894 complaints about fraud or fraud websites, accounting for 47.60% of complaints from online shopping complaints.

As a diversified network platform for e-commerce, Tencent ranks first in the number of complaints, accounting for 6570, accounting for 40.81% of the total complaints of e-commerce complaints in the whole city.

　 Taobao network mediation success rate is relatively minimum.

In the regular electricity supplier, Alibaba The complaints of Taobao and Tmall are second and fifth respectively. Taobao has 1926 cases, accounting for 11.96% of the total complaints of e-commerce complaints throughout the year. There are 172 Tmall mall, accounting for 1.07% of the total annual total.

Taobao's complaints account for 91.80% of Alibaba's complaints, of which 1805 of Taobao's regular online shops account for 86.01%, accounting for 86.01% of Alibaba complaints, 121 of Taobao online fraud shops, accounting for 5.79% of the total complaints from Alibaba, and Tmall's complaints account for 8.20% of the total complaints from Tmall.

According to the analysis of the consumption Association, the difference between Taobao and Tmall mall is mainly due to the stricter access standard of Tmall sellers than the Taobao network, the more reliable product quality, the more standardized after-sales service, and the better protection of consumers' rights and interests. In addition, some of the larger Shenzhen Tmall sellers, such as Osa (Shenzhen Esso Home Fashion Co., Ltd.), cotton era (Shenzhen cotton Agel Ecommerce Ltd), and so on, had zero complaints in the Shenzhen market supervisory authority's complaint reporting platform in 2013.

In the formal electricity supplier with the top ten complaints, Taobao's mediation success rate is the lowest, only 24.64%. The city council said the main reason is that there are many fraudulent online stores that do not reach or refuse to be conciliation in Taobao.

　　 The Internet swindlers love to wear "Huaqiang North" vest.

Reporters also found that in the database, the registration address was "Huaqiang North", a total of 2086, of which 1052 were suspected of fraud or fraud, accounting for 50.43% of the complaints in Huaqiang North area. According to the network police brigade of Futian Public Security Bureau, some illegal businesses sell fake and shoddy products in the name of Huaqiang North. Some of the suspects suspected of buying online swindling are in the field and are in the field of fraud. They only cheat on the Internet under the banner of "Huaqiang North" in Shenzhen.

The relevant person in charge of the city council said that such complaints can only be reached by telephone, and most of the businesses are in a state of unconnected telephone, which makes the mediation and investigation of online shopping complaints fall into the predicament that the prosecution is hard to find. Even if the respondent receives the call from the consumer or the Consumer Council, it will perfunct or hang up the phone with all kinds of reasons and refuse to mediate. The attitude is so bad that the mediation work is difficult to carry out. This situation is very similar to that of Chung Ying Street.

According to statistics, in the 3294 cases of suspected sales of counterfeit and shoddy mobile phones, the largest number of counterfeit Apple phones were 1266, accounting for 38.43%; counterfeit Samsung mobile phones accounted for 837, accounting for 25.41%; counterfeit millet mobile phones accounted for 397, accounting for 12.05%.

　 "315 consumer network" is about to go online.

The City Council launched a public service product based on mobile phone terminals last year - "consumer complaints through APP". It is understood that in this mobile phone APP application software, consumers can use maps, regions, industries and business circles and other four kinds of search methods, through mobile phones to find convenient businesses around the "consumer credit system", to achieve "looking for business" function. At the same time, consumers can take photos on the spot through mobile phones, and complain about complaints by mobile phones, so as to achieve the function of "complaints merchant" through consumer complaints. Because the complaint information can be displayed in the three links of the municipal Consumer Council, shopping malls and shops, consumers can get them through the mobile phone in the process of handling complaints by consumers and mobile phones. Consumers can apply for arbitration through consumer arbitration, which not only greatly improves the consumers' experience, but also breaks the time and space restrictions on consumer rights protection. As of January this year, consumer complaints have been upgraded 6 times. The Android version can be downloaded in 14 software markets with more than 6000 downloads. At present, there are nearly 400 businesses such as Sai electronics market, Shenzhen Tianhong mall and Shenzhen year old department store.

It is reported that the municipal Consumer Council will launch the second version of consumer complaints through the 315 period, and the online version of the 315 consumer network will also be launched to achieve Internet wide consumer complaints and improve the efficiency of consumer dispute resolution.

At the same time, Feng Nianwen, director of the Municipal Council, introduced the blacklist system of Internet (e-commerce) this year. "We will blacklist businesses and businesses that have not received complaints handling within a certain period of time," he said.