China increases efficiency of consumer rights protection

Market regulators helped consumers recover more than 4.4 billion yuan ($676.70 million) in economic losses last year, People's Daily reported on Tuesday.

In 2020, China's market supervision departments dealt with 21.30 million complaints, reports and consultations from consumers via diversified channels, including 12315 platforms, telephone, fax and windows.

Statistics showed the efficiency of the country's market supervision department in handling consumers' complaints and reports increased last year.

With the integration of reporting hotlines and 12315 platforms, the handling time of complaints and reports was shortened by 5.35 days on 12315 platforms.

The integrated 12315 platforms provide more convenience for consumers to safeguard their legitimate rights and interests, so consumers can spend more confidently and boldly, which will help expand domestic demand.

With the steady recovery of the Chinese economy, online retail increased relatively fast in 2020, which drove an increase in online shopping complaints.

Market regulators received 2.03 million complaints related to online shopping via the national 12315 platforms, accounting for 28.04 percent of the total number of complaints and reports on the platform, recovering 304 million yuan in economic losses for consumers.

Last year, complaints on livestreaming shopping increased 357.74 percent year-on-year and market regulators helped to recover 8.36 million yuan in economic losses via 12315 platforms.

Livestreaming shopping should be regulated and the social responsibility of livestreaming platforms and hosts should be increased, said Liu Junhai, a business law professor at Renmin University of China.

Liu also reminded consumers to hold their purses tight and reconsider before spending their money in order to protect their legitimate rights.