Guangdong in the first quarter of this year, the total number of consumer complaints decreased compared with the same period last year

Southern network news (reporter/Yang Zhiming) Reporter learned from the Guangdong Provincial Consumer Council that in the first quarter of 2021, Guangdong consumer committees at all levels received a total of about 25,000 consumer visits and consultations, handled 80,125 consumer complaints, and saved 62,288,900 yuan of economic losses for consumers. Among them, there were 73 complaints of double compensation due to the operator's fraudulent behavior, and the double compensation amount was about 278,200 yuan. Elderly care consumption, home decoration, beauty services, etc., are hot and difficult complaints; Among them, in the first quarter of this year, the number of complaints about the consumption of housing and home services increased compared with previous years.

The total number of complaints fell by nearly 20% year-on-year

In the first quarter of 2021, consumer committees at all levels in Guangdong Province handled 80,125 consumer complaints, down 17.70% year-on-year. Due to the control of the epidemic, the complaints of medicine and medical supplies, sales and services, and tourism services, which grew rapidly in the first quarter of last year, fell by 83.80%, 74.22%, and 72.01%, respectively, driving the total number of complaints down by nearly 20%. However, from the perspective of the past three consecutive years, the first quarter of this year increased by nearly 15% over the same period in 2019, returning to the normal growth rate, reflecting the overall balanced growth trend of consumer complaints in Guangdong.

Comparison of complaints in the past three years (Guangdong Consumer Council)

Comparison of the top four decreasing complaints in the first quarter of 2020 and 2021 (provided by Guangdong Consumer Council)

Regional distribution imbalance is still prominent

In the first quarter of 2021, the regional distribution of consumer complaints in Guangdong province was unbalanced, and the two cities of Shenzhen and Guangzhou handled 73,146 consumer complaints, accounting for 91.28% of the total complaints in the province, of which Guangzhou accounted for 45.65% and Shenzhen accounted for 45.63%. From the reason analysis, the amount of consumer complaints has always been closely related to the economic and social development and the degree of consumption activity. Taking Internet service complaints as an example, a total of 21,943 cases were accepted in Guangzhou and Shenzhen in the first quarter, accounting for 99.15% of similar complaints in the province; Another example is life, social services, Guangzhou and Shenzhen a total of 8647, accounting for more than 90% of the province's such complaints, are related to the large consumption of Guangzhou and Shenzhen, rich consumption types, which is also reflected in Guangdong for many years on the characteristics of consumer complaints.

Distribution map of Complaints accepted by municipal Consumer Councils in Guangdong Province in the first quarter of 2021 (provided by Guangdong Consumer Council)

For the first time in recent years, the gap in the proportion of goods and services complaints has narrowed

In the first quarter of 2021, the Consumer council system in Guangdong Province accepted a total of 47,636 service complaints, a year-on-year decrease of 8.02%, accounting for 59.45% of the total complaints; Accepted 30,269 complaints about goods, an increase of 15.22%, accounting for 37.78% of the total complaints; The number of service complaints is 1.57 times that of commodity complaints. In recent years, the proportion of service complaints has been growing, and the gap between commodity complaints has continued to widen, although the proportion gap in the first quarter of this year is still 1.57 times, but the gap has narrowed for the first time.