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2019年上半年全省消费投诉举报咨询情况数据分析

www.chefhunger.com2019-07-16
88必发客户端

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I.概述

(1)总体情况

2019年上半年,全省各级12315机构共收到投诉和投诉47,413件,同比下降7.10%。其中,咨询28,605人次,同比增长14.65%,占总接纳人数的60.33%;投诉15775件,同比下降21.57%,占总验收额的33.27%;报告3,033件,同比增长12.79%,占接受总量的6.40%。投诉案件中,消费者经济损失为1283万元,争议金额为2419.02万元。见下图:

从今年上半年开始,全省12315家机构每个月都接到消费者呼吁。每月平均接受量超过7,000。 2月,上诉人数最低,为4,626人。 6月1日之后,“五条热线”得以整合。索赔数量达到最高,共计10006。

(二)接受2019年上半年

(3)2019年上半年,省市场监督局和市局收到消费者投诉举报投诉

从全省上半年收到的投诉和投诉来看,运城的投诉和举报数量较多,占全省投诉总数的16.68%。每个城市的投诉和举报排名分别在运城,晋中,大同,长治,吕梁,晋城,阳泉,太原,郴州,临沂和漳州。

二,投诉分析

2019年上半年,全省各级12315机构共收到投诉15,775件,其中商品投诉9153件,同比下降22.95%,占投诉总量的58.02%;和6622服务投诉,同比下降19.55%。投诉总数为41.98%。由于许多案件仍在60天的处理期内,截至6月30日,该省的消费者投诉处理率为77.69%。

(1)商品投诉

在2019年上半年,在全省9 153个投诉中,前三大热点是食品,服装,鞋帽和运输。

2019年上半年,全省12315家机构接受食品投诉1489件,商品投诉量排名第一,同比增长13.23%。食品投诉主要集中在广告上,广告投诉631起,占食品投诉的42.38%,主要涉及虚假宣传,夸大宣传,使用广告禁用词等问题。

(2)服务投诉

2019年上半年,全省各级12315院校收到服务投诉6,622件。前三名是餐饮和住宿服务,美容院服务以及文化和娱乐体育服务。

餐饮和住宿投诉在服务投诉中排名第一,同比增长30.27%;物业服务投诉239起,比上年同期大幅增加,达到469.05%,其中101起投诉不合理收费,占物业服务投诉的42.26%。

三,报告情况分析

(1)报告情况

2019年上半年,全省各级12315机构共收到3,033份报告。主要的非法活动集中在违反广告,侵犯消费者权益和无牌经营活动上。有关详细信息,请参阅下表:

In the first place, there were 825 cases of illegal advertisements, accounting for 27.20% of the total number of reports; 578 cases of violations of consumer rights, accounting for 19.06% of the total number of reports; 285 cases of unlicensed business reports, accounting for the total number of reports 9.40%.

(II) Reporting and handling situation

Among the 3,033 reported cases, as many cases were still in the processing period, as of June 30, 2,330 cases were closed, with a completion rate of 76.82%.

Fourth, the analysis of the consultation situation

(1) Consultation situation

In the first half of 2019, the 12315 institutions at all levels in the province received a total of 28,605 consultations, of which 16,208 were consulted by the industrial and commercial system, accounting for 56.66% of the consultation volume; the business system consultation mainly involved complaints and reports, consumption and service rights protection; There were 12,397 non-business system consultations, accounting for 43.34% of the consultation volume. Among them, the problems in the business scope of food and drug supervision, price, urban construction, public security, quality supervision, taxation and other functional departments accounted for a large proportion (Note: due to our province) The first phase of the integration of 12315 “five hotlines” and “five platforms” was completed on May 31, and the statistics of consumer complaints and reports in the first half of this year relied on the old system of the original 12315 information platform, so the statistics will be The words "business system" appear.

(2) Consultation reply

The consultation received 28,605 pieces, all of which responded promptly, with a response rate of 100%.

V. Analysis of receiving methods

xx在2019年上半年,12315电话共收到34,769份投诉和报告,占所有验收方法的73.65%;收到投诉和投诉2,983件,占6.32%;互联网收到5,854起投诉和举报,占5,854 12.40%。互联网投诉包括国家12315互联网平台,陕西省市场监督管理局官方网站12315投诉举报平台和山西消费者权益移动投诉平台。

山西省市场监督管理局

12315消费者投诉举报指挥中心

2019年7月10日

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