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线上消费投诉频发,监管质量受到质疑
Sou Hu Cai Jing·2025-06-18 18:12

Core Viewpoint - The article highlights the increasing consumer complaints regarding online shopping disputes, particularly focusing on the ineffectiveness of market regulatory departments in addressing these issues, leading to dissatisfaction among consumers [1][3]. Group 1: Consumer Complaints - A significant number of complaints have been directed at market regulatory departments, indicating a lack of trust in their ability to resolve disputes effectively [3][5]. - Consumers have reported instances where they did not receive any communication from regulatory departments after filing complaints, leading to frustration and unresolved issues [5][7]. Group 2: Regulatory Challenges - Market regulatory departments often lack the resources to handle the volume of complaints, with some departments receiving over 80,000 complaints in a year, yet having only a few staff members to manage them [9][10]. - The current system requires that all complaints be directed to the platform's registered location, which can overwhelm local regulatory bodies, resulting in inadequate responses to consumer issues [9][12]. Group 3: Proposed Solutions - Some districts are experimenting with dedicated "online monitoring offices" to better manage complaints related to online platforms, although the workload remains high for the limited staff available [10][12]. - There are suggestions to change the jurisdiction principle, allowing complaints to be handled by the regulatory department in the consumer's or the merchant's location, which could lead to more effective resolutions [12].