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On July 23, the Shenzhen Consumer Council released the "2024 Shenzhen First Half Complaint Data Analysis Report" (hereinafter referred to as the "Report"). The report shows that in the first half of 2024, Shenzhen and district consumer councils received a total of 246,137 consumer complaints, including 134,789 consumer complaints from 315 consumer channels and 111,348 complaints from other sources.

From the perspective of complaint industries, the top five complaint industries are: Internet and communication services with 74,488 cases, accounting for 36.99%; communications, computers and digital products with 36,607 cases, accounting for 18.18%; education and training with 8,783 cases, accounting for 4.36%; cultural, sports and tourism services with 7,887 cases, accounting for 3.92%; and catering/accommodation services with 7,024 cases, accounting for 3.49%.

From the perspective of changes in complaints, the top five industries with year-on-year increases in complaints are: communications, computers and digital products, daily commodities, public facilities services, clothing, shoes and hats, jewelry and stationery. From the perspective of the nature of complaints, the top five are: contracts 108,615 cases, accounting for 53.94%; after-sales service 42,875 cases, accounting for 21.29%; quality 19,756 cases, accounting for 9.81%; false advertising 14,028 cases, accounting for 6.97%; counterfeiting 5,690 cases, accounting for 2.83%.

Among them, contract complaints still account for the largest proportion of complaints compared with the first half of last year. Contract complaints are mainly concentrated in the fields of Internet and communication services, education and training, cultural and sports tourism services, etc. The main problems include difficulty in refunding, business closure/running away, contract performance issues, etc. After-sales service complaints are distributed in the fields of Internet and communication services, cultural and sports tourism services, communications, computers and digital, education and training, etc., mainly manifested in poor after-sales service and poor after-sales service attitude. False advertising complaints are distributed in the fields of education and training, Internet and communication services, etc. The main problems include false advertising of service or product effects/functions, making false promises, inducing consumption, etc.

In the first half of the year, the number of complaints about postal express services increased significantly. Consumers mainly reported claims for damaged/lost/delayed express parcels, untimely delivery, irregular receipt process, wrong address, failure to intercept or forward, refusal to deliver to the door and other service quality issues, and unreasonable pricing/charges and other freight issues. For example, consumers reported that they sent fresh food from Shenzhen to Wuhan through a courier company. The courier company did not send it through the fresh cold chain as requested by the consumer, but sent it through the standard non-fresh cold chain. After the recipient signed for the parcel, it was found that some of the food was spoiled and damaged. The consumer asked the courier company for reasonable compensation, but did not get the result.

The Shenzhen Consumer Council said that the items sent by the sender were fresh food, and the courier company did not send them in a special way as requested by the consumer, which resulted in the food being spoiled when delivered. The courier company should bear the corresponding responsibility. The Consumer Council recommends that consumers communicate with the courier company to agree on the preservation method and logistics time limit before mailing fresh items to avoid spoilage. If problems or violations are found in the courier service, complaints can be made to the relevant departments in a timely manner to actively safeguard their own legitimate rights and interests.

In addition, the Shenzhen Consumer Council has received a surge in complaints about automatic membership renewals, increasingly prominent pocket WiFi scams, and an endless stream of poor quality and after-sales issues with smart homes. The Shenzhen Consumer Council reminds companies to implement relevant industry laws and regulations, improve the quality and efficiency of consumer services, and effectively protect the rights and interests of consumers.

Written by: Southern Metropolis Daily reporter Cai Yuqing