Sou Hu Cai Jing·2025-08-05 02:37Core Viewpoint - The three major telecom operators in China (China Mobile, China Unicom, China Telecom) have made commitments to improve transparency and simplify their service packages in response to consumer complaints and regulatory scrutiny [1][3][27] Group 1: Operator Commitments - China Mobile announced ten service commitments, including requiring explicit customer consent for service orders and sending notification messages after service completion [1] - China Telecom introduced nine measures to ensure user consent before activating telecom services and to standardize the service cancellation process [1] - China Unicom plans to significantly reduce the variety and number of service packages, ensuring clear and categorized pricing information [1] Group 2: Consumer Complaints - Consumer complaints against the three operators have been rising sharply, with complaints increasing from 3,125 in 2022 to over 13,000 in 2023, marking a 316.99% increase [3][5] - By July 2025, complaints had reached 21,148, nearing the total for the previous year, with involved amounts exceeding 23.96 million yuan [5] - China Mobile led in complaints with 15,233 cases in the first half of 2025, but also had the highest resolution rate at 93.36% [7] Group 3: Key Complaint Issues - The main issues leading to complaints include unclear pricing (21.34%), package disputes (15.11%), and poor service attitude (13.80%) [9] - Specific complaints against China Mobile highlighted issues with unclear pricing and package disputes, while China Unicom faced complaints regarding recharge disputes and service attitude [9] Group 4: Consumer Experiences - Individual cases illustrate ongoing issues, such as a consumer being misled about broadband fees and another facing unexpected charges after a supposed "free upgrade" [11][17] - Consumers have reported that marketing tactics often obscure critical information about minimum charges and contract terms, leading to confusion and dissatisfaction [20] Group 5: Complaint Statistics - Complaints involving amounts over 100 yuan account for over half of all complaints, indicating significant financial impact on consumers [23] - The cities with the highest complaint rates are Guangzhou, Dongguan, and Beijing, reflecting regional disparities in consumer experiences [25] Group 6: Industry Outlook - The operators' recent commitments to transparency and simplification are seen as positive steps, but the effectiveness of these measures in addressing long-standing issues remains to be seen [27]