In 2019, China's huge consumption potential will continue to be released, and consumption will continue to maintain a steady and rapid growth trend. However, consumer rights protection has not kept pace. Recently, China Consumer Association and people's network public opinion data center released the top ten public opinion hotspots of consumer rights protection in 2019, and Benz car owners' crying for rights protection became the most influential rights protection event last year.
1、 Mercedes Benz owners cry for rights
Social influence: 80.5
In April 2019, a woman in Xi'an sat on the engine cover of a Mercedes Benz car crying for rights in the Internet. In the video, the woman said that the newly purchased car leaked oil while the dealer refused to take responsibility for the return of the car based on the three guarantees. With the continuous fermentation of public opinion, the issue of collecting financial service fees in the process of automobile sales has also aroused public doubt. In this regard, the market supervision department of Xi'an high tech Zone filed a case for investigation in accordance with the law, and the CBRC and the China Association for the elimination of consumer goods have also made a voice. In May, the market supervision department of Xi'an high tech Zone reported that Mercedes Benz had quality problems, and Lizhi Star Co., Ltd. was fined a total of 1 million yuan in accordance with the law for two illegal acts of misleading consumers by exaggerating and concealing information with significant interests with consumers due to the sale of goods that did not meet the requirements for personal and property safety.
Although it is a case that Mercedes Benz owners cry for rights protection, it reflects the current situation of the difficulty of rights protection in the field of automobile consumption, as well as the chaos of product quality defects in the automobile industry, many sales routines of manufacturers and dealers, and inadequate after-sales service, which deserves reflection from all walks of life. According to the public opinion, the relevant departments should take measures to improve the mechanism of consumer complaints, unblock the channels of complaints, and simplify the process of complaints, so as to reduce the cost of consumer rights protection.
It is worth noting that "Mercedes Benz owners cry for rights protection" has led to "fancy" imitations everywhere, and public opinion calls on consumers to safeguard rights rationally and legally. In view of the chaos in the automobile industry, the public opinion holds that the relevant departments should strengthen the supervision of the automobile market and constantly improve the relevant laws and regulations to maintain the healthy and orderly development of the automobile consumption market. China Consumer Association also said it would explore the establishment and improvement of credit publicity mechanism in the field of automobile consumption, and strengthen enterprise credit constraints. At the same time, enterprises should also strengthen self-discipline, respect the rights and interests of consumers, and operate in good faith. In December 2019, the national defective product management center said that the new version of the three guarantees policy for automobiles is being revised as soon as possible. Public opinion expects that the new three guarantees policy can further regulate the automobile market and better protect the legitimate rights and interests of consumers.
2、 "Double 11" refers to complicated rules and hidden consumption traps
Social influence: 74.2
As a shopping carnival, "double 11" has been a hot topic of consumption every year. In 2019, the more complicated rules of "double 11" make consumers feel headache. Netizens Tucao "why double 11" why more and more complex "" double 11 "rules are cumbersome and difficult," the consumer experience has been questioned. According to the "double 11" consumer rights protection data report in 2019, 35% of consumers think that this year's "double 11" rules are complex and there are many routines, accounting for the largest proportion of rights protection complaints. In addition, many consumption traps hidden in the "double 11" shopping Carnival activities also make consumers defenseless. Merchants do not refund the deposit, increase the price of the goods first, then reduce the price, or reduce the price after buying, which makes some consumers cry out to be cheated.
According to the public opinion, today's "double 11" has changed its taste, with more and more routines and less sincerity. It calls for a return to simple and direct sales promotion. "Double 11" from the initial participation of a small number of people, real gold and silver concessions, now many netizens Tucao is comparable to the rules of Olympic Games, all kinds of gameplay platforms are endless, such as building, chopping, collecting money, savings allowance, deposit, and so on, some of the calculation formula is more and more complex, and some discount efforts make participants busy. "Double 11" shopping Carnival has become a large-scale online intelligence game, which not only needs to fight the intelligence, time and endurance of consumers, but also consumes interpersonal relationships. Complex consumption rules are easy to make consumers impulsive consumption, fall into the consumption trap set by bad businesses, and bring more challenges to consumer rights protection.
3、 AI face changing software is popular but suspected of infringement
Social influence: 69.3
From August to September 2019, an AI face changing software was popular. Users can use the software to upload their own photos to generate a "face changing video" and turn themselves into the protagonist of film and television clips. However, when the software became popular, the discussion about its suspected invasion of user privacy was also highly concerned by public opinion. Some netizens pointed out that the user agreement of the software "hides a mystery". For example, to use the face changing function of the software, it is necessary to agree to grant the software and its affiliates the rights of full free, irrevocable, permanent, sublicensable and sublicensable worldwide, including but not limited to: the portrait rights of the portrait right holders contained in the portrait materials such as face photos, pictures, video materials, and the use of technology to the portrait right holders Line form change. This has aroused the concern of netizens about the safety of personal privacy.
At present, biometric information is an important personal information gradually become the consensus of public opinion. With the development of technology, "face" and other data are used in more and more occasions, fingerprint, iris, face and other biometric information are paid more and more attention by the public. Because this kind of biometric information is non renewable, many netizens think it is more important than bank card number, mobile phone number and other privacy data. On the one hand, the "face changing" new technology has brought new experience, on the other hand, the security risks of data leakage emerge in endlessly, and the public is worried that personal privacy "streaking" will cause their own rights and interests to be infringed. In the form of digital economy, it is difficult for companies whose main goal is to pursue profits to actively give up the competitive advantages brought by data, and it is difficult to guarantee the privacy of users only by the "self-discipline" of enterprises. With the rapid development of science and technology, the means and methods of supervision should keep pace with the times for the new business forms that hide the risk of endangering public privacy. In September, the national network information office put forward in the relevant response that new technology and new application bring development opportunities, but also bring risks and challenges to network security. As the management department, the National Network Information Office actively supports the development of new technology and new application, and also takes necessary measures to prevent the risks.
4、 Frequent consumption problems in "live delivery"
Social influence: 61.7
Under the background of rapid development of new economy, "live broadcast with goods" especially "online red belt goods" has become a new outlet of e-commerce. Before and after the "double 11" in 2019, the "live broadcast with goods" was regarded by many people in the industry as coming to the front desk completely. According to some data, "tmall's double 11 Taobao live broadcast" has become a major growth point of many brands, and more than 50% of businesses have achieved sales growth through live broadcast, "double 11" opened 8 hours and 55 minutes, Taobao live guided transaction has exceeded 10 billion. However, with the rapid development, the product quality and after-sales problems in "live broadcast with goods", the false publicity problems of "anchor", and the platform data fraud problems not only affect the public's consumption experience, but also damage the interests of merchants. Many "two head pits" caused by "live broadcast with goods" have frequently triggered public opinion disputes.
In view of this phenomenon, the public opinion believes that to protect the rights and interests of consumers and promote the sound development of the industry, we need to improve the regulatory system. First of all, the platform should not only improve the integrity evaluation mechanism, improve the access standards, to do a good job in self-discipline; but also guide and urge the anchor to form a stronger knowledge reserve and professionalism in related fields, and do a good job in the platform of business and anchor heteronomy. Secondly, the regulatory authorities should speed up the construction of "live broadcast with goods" legal supervision, improve the illegal cost of live broadcast with goods, and enhance the deterrent force of supervision. We should strictly investigate and deal with the acts of "carrying goods" that are counterfeiting, infringing intellectual property rights and infringing the rights and interests of consumers. We should also establish and improve the social supervision system, safeguard consumers' right to know, to choose and to supervise, and protect consumers' legitimate rights and interests. We will guide the sustained and healthy development of the "live broadcast economy" through multi-party collaborative governance. In addition, as a new type of business, "live broadcast with goods" needs to jump out of the shackles of "making fast money" and pre dispose the risk, so as to avoid going on the old road of frequent TV shopping risks.
5、 No way for trainees to return fees and fall into "routine loan"
Social influence: 60.6
In 2019, the news that well-known education and training institutions closed down due to business deterioration attracted public attention. For example, in March, a child's Family English suddenly issued a bankruptcy announcement, after which the responsible persons lost contact one after another, causing thousands of parents to safeguard their rights. Since October, branches of a large English training institution in major cities in China have been closed, affecting tens of thousands of students. It is particularly striking that a large number of trainees have been induced by training institutions to apply for training loans of tens of thousands of yuan per capita from financial institutions. As a result of the closure of a large number of stores, the students had no way to go to school, but they still had to pay back the loans. The event reflected the problems of "routine loan" and "training loan", which caused the public opinion to pay attention to the educational stages of financial institutions.
In recent years, out of school training institutions have frequently reported the news of "Thunderbolt" and "running away", and there are various reasons behind it, such as the rapid expansion of education and training institutions but the subsequent operation is difficult to continue, improper operation leading to the fracture of the capital chain, etc. Facing the "running" of training institutions, consumers often fall into difficulties in safeguarding their rights. The opinions of the general office of the State Council on regulating the development of off campus training institutions clearly requires that the charging period and the teaching arrangement should be coordinated, and no one-time charging of fees with a time span of more than three months is allowed. According to the public opinion, the capital supervision of prepaid consumption is becoming more and more prominent. The competent education department, the banking regulatory department and the financial consumption rights and interests protection department should strengthen the supervision from the perspective of process compliance, scenario compliance, risk compliance and so on. In addition, consumer associations and news media also remind consumers to use financial loans cautiously when choosing extracurricular training and counseling, keep relevant consumption vouchers, and use legal weapons to protect their legitimate rights and interests.
6、 Shanghai Disneyland's ban on bringing out food is controversial
Social influence: 56.6
In August 2019, Shanghai Disneyland was sued by a college student for banning tourists from bringing their own food into the park, which caused a heated discussion. The public's dissatisfaction with the daily operation of the park broke out. China's consumer rights and interests protection law clearly stipulates that "consumers have the right to choose goods or services on their own" and "operators shall not search consumers' bodies and articles they carry", while Disney's provisions of "forbidden food" and "turn over inspection" undoubtedly violate consumers' right of independent choice and personal privacy. People's daily asked Shanghai Disneyland why it has set up "double standards" in Europe, America and Asia. The China Consumer Association expressed its support for college students to initiate a lawsuit against Shanghai Disney, arguing that Disney has restricted consumers by taking advantage of its special status. Disney's insistence on daily operation compliance and refusal to accept mediation further exacerbated the controversy of the incident, and public opinion called on relevant agencies to "fight hard" to protect the legitimate rights and interests of consumers.
Under the pressure of public opinion, Shanghai Disney has made corresponding changes and expressed its permission