70014 pieces!Hebei latest release

A few days ago, the Hebei Provincial Market Supervision Bureau released consumer rights protection in the second quarter and the first half of the year

In the second quarter of the province's consumption rights protection situation

(1) Consumer complaint hotspot

In the second quarter of 2022, the provincial market supervision system received a total of 70014 consumer complaints. Among them, 48,802 complaints of commodity categories, accounting for 69.70%of the total complaints; 21212 service complaints, accounting for 30.30%of the total complaints.

The top three complaints of commodity categories are: 12,445 general foods, mainly involving baking goods, meat and meat products, convenient foods, etc.; 5495 household products, mainly involved daily miscellaneous supplies, furniture, luggage, etc.; 3882 transportation, mainly mainly Involved in cars and car parts, motorcycles, help cars, etc.

The top three of the service complaints are: 3876 catering and accommodation services, mainly involving catering services; 2,567 education and training services, mainly involving skill training services, etc.; 2,406 beauty, hairdressing and bathing services, mainly involving haircuts and facial care Essence

The main problem of complaints: First, 18,731 quality categories, accounting for 26.75%of the total complaints, mainly reflecting product mixing adulteration, fake confidence, and charging; does not meet national compulsory standards; There is no product name, production factory name, and site address marked on the sign. The second is 10905 after -sales service, accounting for 15.58%of the total complaints, which mainly reflects the three packages of three packages stipulated in the country's provisions of the three packages stipulated by the state; delay and unreasonable refusal to perform the three packages of the three packages. The third is 10543 contracts, accounting for 15.06%of the total complaints, which mainly reflect the use of prepaid (card) form to infringe consumer rights and interests; operators refuse to fulfill the contract agreement; deposit infringement behavior.

(2) Mediation of consumer disputes

In the second quarter, the Consumer Rights Protection Committee at all levels accepted 5,890 consumer complaints, resolved 5029, and the complaint resolution rate was 85.38%, and consumers recovered 4.88 million yuan in economic losses.

A total of 3383 complaints of commodity categories. Among the complaints of commodity, there were 797 complaints of food categories, accounting for 23.56%of the total complaints of the commodity category, ranking first. The complaints of the four types of products such as clothing, shoes and hats, daily commodities, household electronic appliances, and transportation tools are second to fifth in complaints of commodity categories, respectively.

There are 900 service complaints. In service complaints, there are 544 complaints for life and social service, accounting for 60.44%of the total service complaints, and the first place in service complaints. Cultural and entertainment sports services, sales services, house decoration property services and education and training services, respectively second to fifth place in service complaints.

In all consumer complaints, according to the nature of complaints, 26.08%of quality issues involving quality issues, 8.10%of after -sales service issues, the top two complaint issues, quality and after -sales service issues are still the main reasons for complaints.

Typical cases of consumer dispute mediation:

Case 1: The delivery of the product does not meet the agreement to resolve consumer disputes through advance compensation

Earlier this year, Cangzhou Consumer Wang complained that he ordered a furniture and delivered a payment of 10,200 yuan in a home owner of the Home Market Management Co., Ltd. However, the actual delivery of the merchant does not meet the quality requirements of the agreed quality, and consumers require compensation. Later, the merchant withdrew the cabinet, and Wang's problem was never solved.

After receiving the complaint, Cangzhou Consumer Consumer Consumer Consumer Consumer Consumption Center communicated and negotiated with the merchants in the house and the cabinet, but the merchant refused to fulfill the obligations of compensation. In order to effectively safeguard the legitimate rights and interests of consumers, in accordance with the relevant provisions of the "Regulations on the Protection of Consumers' Rights and Interests of consumer and Interests of Hebei Province", merchants shall compensate consumers, and Cangzhou Consumer Consumer Consumer Center issues opinions on consumer disputes. Value 50%. In view of the attitude of refusing to cooperate with the cabinet merchants, the final households paid by the original merchant in the end, the amount of suggestions on the suggestion of the responsibility compensate consumers as compensation for consumer losses.

Case 2: A problem with the problem of new mobile phones to safeguard the rights and interests in accordance with the law in accordance with the law

At the beginning of April this year, Mr. Lin, a consumer of Shijiazhuang City, spent 6,000 yuan to buy a mobile phone in a mobile phone store in Taihe Electronics City. On the fifth day after the purchase, the crash suddenly appeared and could not be turned on normally. On the same day, consumers found the merchant and went to the after -sales unit of the mobile phone in accordance with the requirements of the merchant. The test results were "machine failures caused by non -artificial causes", which was the failure of its own quality reasons. However, merchants only agree to repair and cannot be returned or exchanged.

The Consumer Protection Commission of Xinhua District, Shijiazhuang City, patiently mediates to publicize the law and regulations such as the Protection Law of Consumer Rights and Interests, and specifically explains Article 24 of the Consumer Rights Protection Law. Those who meet the quality requirements, consumers can return the goods in accordance with national regulations, parties agreed, or require operators to fulfill their obligations such as replacement and repair. If there is no state regulations and parties, consumers can return the goods within seven days from the date of receipt of the product; seven seven; In the future, if consumers can return the goods in a timely manner, if the consumer can be returned in a timely manner, and does not meet the legal termination of the contract conditions, the operator may require the operator to fulfill the contents of the replacement and repairs. " The merchant recognizes the obligation that the operator should bear and eventually return the goods for consumers.

In the first half of consumer rights protection activities

The province's market supervision departments adhere to the people -centered development thinking, focus on the construction of the province's consumer environment, create a safe and assured consumer environment, continuously strengthen the protection of consumer rights and interests, and achieve solid results in consumer rights protection. (1) Organize the "3.5" series of activities in a timely manner. The main leaders of the Provincial Party Committee and the Provincial Government made instructions on the series of activities of the "March 15" International Consumer Rights Day this year in our province. In the province, through a press conference, the "3rd · 15" party, the "Sunshine Hotline", the online "3.5" publicity week, and visiting popular science bases, and other methods to carry out publicity. During the "3.15" period, under the strict implementation of the provisions of the epidemic prevention and control, the entire system organized a total of 378 on -site publicity activities, held 178 press conferences, released 309 typical cases of consumer rights protection, and issued 16,527 consumer warning prompts. Public welfare advertisements were promoted 4311 times, and 1,54936 volumes (sections) were distributed for various types of publicity materials, 2549 times were published in various newspapers and periodical media, and 23,3169 people were consumed by consumers.

(2) In -depth promotion of the activities of reassuring consumption creation demonstration units. In the first half of the year, actively promoted the "four full coverage" of urban and rural, commodity services, online and offline, and production circulation. Up to now, the province's assured consumer consumer creation demonstration units have reached 1,4057.

(3) Strongly promote the non -reasonable return work offline. Encourage market entities such as large shopping malls, large supermarkets, marketing markets, tourism scenic spots, and furniture hostels to establish a compensation first -payment system, so that no reason to return the goods will really be implemented, and consumer disputes settle in enterprises and solve the source. At present, the province's participation in offline physical stores has no reason to return 3211, and the number of returns is 3.7453 million offline without reason and the return amount is 568 million yuan.

(4) Further strengthen the construction of consumer rights protection service stations. Organized the "three -in -entry" activities of consumer power rights, that is, consumer rights protection enters rural activities, consumer rights protection entering malls, and no reason to return the licenses, consumer rights protection community and consumer rights protection promotion week activities. At present, the province has regulated 4057 consumer rights protection service stations, and 81%of the annual target tasks have been completed.

(5) The role of the Consumer Association is further demonstrated. A comparison test of down feathers, direct drinking water, epidemic prevention masks, down jackets, ice cream and other comparative tests were carried out, soliciting the clauses of unfair contract formats in the consumer field, conducting consumer consumption surveys in rural areas and commercial parking lots, and further expanding consumer rights protection methods. Establish a consumer complaint liaison station at 13 provincial industry associations, establish consumer rights protection service stations at 16 key enterprises, and establish 62 consumer rights protection volunteer service stations at the community. Ten industry associations such as washing have established consumer rights protection expert committees to further extend consumer rights protection tentacles.

Consumer reminder warning

(1) Prevent pension fraud. In order to effectively enhance the awareness of preventing the elderly, improve the ability to prevent fraud and prevent fraud, and safeguard the legitimate rights and interests of elderly consumers. It is a scammer who pays the money first; it is a scammer who promotes investment and wealth management stable; all those who promote food and health products to treat diseases are scammers. Remind the majority of elderly consumers to beware of various consumer traps.

(2) Summer food safety is not relaxed. In response to the characteristics of summer food safety, in order to ensure the safety of the people's diet, prevent food -based diseases and food poisoning accidents, remind consumers: First, be careful of food procurement. When buying food raw materials, you must go to regular shopping malls, supermarkets and markets with corresponding qualifications, good food storage conditions, and good health requirements. When buying food, pay attention to check the pre -packaging label logo, observe whether the food is fresh, whether the packaging is complete, whether there are drum packs, whether there is color changes, or no odor. Carefully buy self -made cooked food and cold dishes sold by street vendors. The second is to pay attention to food storage. To purchase fresh foods that need to be refrigerated or frozen, and the foods that are made in the refrigerator should be stored as soon as possible, and it should be avoided at room temperature for a long time and causes food to rot and deteriorate. Avoid cross -contamination during food storage. Here, advocate consumers to practice green and healthy consumption methods, promote CD -ROM operations, encourage packaging after meals, and eliminate waste of catering.

(3) Be careful with myopia with mirrors. Summer vacation is a concentrated period of primary and secondary school students with near -vision mirrors. Here I would like to remind the majority of primary and secondary school students: myopia with mirrors cannot be faithful to publicize the publicity. For the selection of myopia glasses, you should pay attention: First, do not believe in "efficacy" advertisements. Be wary of the so -called "multi -functional glasses" that claim to "heal myopia", "reduce degree" and "restore vision" agencies. The second is to choose a regular institution. If you need to wear myopia glasses, it is recommended to go to a regular ophthalmological institution or a regular glasses shop optometry to select glasses to prevent the mirror from being inaccurate and exacerbate myopia. After the glasses, be sure to obtain and retain the consumer voucher such as the mirror invoice and the mirror prescription single.

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