On March 14th, the Guangdong Administration for Market Regulation and the Guangdong Consumer Council held a press conference for World Consumer Rights Day, during which they released the "2023 Annual Analysis Report of Consumer Reporting Complaints" (hereinafter referred to as the "Report") along with ten typical cases of consumer rights protection.

According to the data presented, in 2023, Guangdong's market supervision system managed over 3.4 million complaints and reports, including 2.4 million complaints and nearly 1 million reports. Notably, both on-time completion rates for complaint handling and report verification attained an exceptional 99.9%, recovering approximately 554 million yuan of economic losses for consumers.

In terms of food safety supervision, Guangdong investigated and addressed 48,000 risksatdifferent stages of the food supply chain, achieving a 99.6% qualified rate in food safety evaluation sampling.

Additionally,Guangdongimplemented 12 regulatory measures targeting the quality issues of electric bicycles and batteries. They applied traceability management by assigning codes to over 40 million electric bicycle products, and pioneered a quick inspection screening method, uncovering an additional 13,000 clues of problematic products. These efforts effectively protected consumers' legitimate rights and interests as well as their safety.

It has been revealed that in 2024, Guangdong plans to add over 12,000 units of assured consumer commitment and over 4,000 offline stores offering unconditional returns.

According to the "Report," in 2023, consumer councils at all levels in Guangdong received approximately 192,300 visits and consultations from consumers and handled 531,719 consumer complaints, an increase of 32.85% compared to the previous year, surpassing 500,000 for the first time. They successfully recovered approximately 398 million yuan in economic losses for consumers, a 49.42% year-on-year increase.

Among these complaints, in terms of complaint nature, contract-related issues topped the chartsfor three consecutive years, accounting for 178,815 cases or 33.63% of the total. These complaints were primarily concentrated in the consumer sectors of internet services, social services, and household electronic appliances. Apart from these, the top three categories also included after-sales service and product quality, with quality complaints showing the largest increase. Complaints related to counterfeitissues saw a growth rate of approximately 1.4 times, the fastest increase.

It is noteworthy that complaints related to household appliances, catering services, telecommunications services, online jewelry purchases, and the automotive industry emerged as key areas of concern. Additionally, the number of complaints related to online gaming reached a staggering 64,812, representing a year-on-year increase of 108.86% and accounting for 55.94% of all internet service complaints. Among these, issues related to minors' online gaming charges remain prominent, such as loopholes in the charging process that allow minors to easily bypass anti-addiction measures and make large purchases, posing difficulties for parents to provide evidence and obtain refunds during rights protection efforts.

Source: Yangcheng Evening News

聚焦国际消费者权益日｜广东去年消费维权“成绩单”出炉

3月14日，广东省市场监督管理局、广东省消费者委员会召开“3·15”国际消费者权益日新闻发布会，会上发布了《2023年度消费投诉分析报告》（以下简称《报告》）以及“十大消费维权典型案例”。

数据显示，2023年，广东全省市场监管系统共处理投诉举报340.45万件，其中投诉240.98万件、举报99.47万件，投诉按时办结率和举报按时核查率均达到99.9%，为消费者挽回经济损失约5.54亿元。

在加强食品安全监管方面，广东排查处置各环节风险问题4.8万个，食品安全评价性抽检合格率达到99.6%。

广东还针对电动自行车及电池质量问题出台了12条监管措施，对4000多万件电动自行车产品实施赋码追溯管理，并首创快检筛查方式，新增发现问题产品线索1.3万条，有力地保障了消费者的合法权益和消费安全。

据透露，今年全省计划新增放心消费承诺单位超12000家、线下无理由退货承诺店超4000家。

根据《报告》，去年广东全省各级消委会共接待消费者来访和咨询约19.23万人次，处理消费者投诉531719件，同比增长32.85%，总量首次突破50万件；为消费者挽回经济损失约3.98亿元，同比增长49.42%。

其中，合同类投诉连续3年居投诉性质类别首位，达到了178815件，占投诉总量的33.63%，集中分布在互联网服务、生活社会服务和家用电子电器等消费领域。从性质来看，投诉数量排前三的还有售后服务和质量，其中质量投诉是增量最大的类别；假冒问题投诉同比增长约1.4倍，增速最快。

据悉，家用电器、餐饮服务、电信服务、网购珠宝、汽车及零部件消费成为投诉的热点难点。值得关注的是，网络游戏投诉量高达64812件，同比增长108.86%，占互联网服务投诉的55.94%。其中，未成年人网络游戏充值问题仍然突出，例如，充值流程存在漏洞，未成年人能轻易绕过防沉迷措施进行大额充值，家长维权举证退费退款困难。

文｜记者 黄颖琳 马灿 通讯员 粤市监 粤消宣
翻译｜史洋溢