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咸宁市市场监督管理局12315投诉举报中心2020年一季度消费者诉求情况分析报告


情 况 通 报


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咸宁市市场监督管理局                                                  202049

                                                                                                                                                                


咸宁市市场监督管理局12315投诉举报中心2020年一季  度消费者诉求情况分析报告

一、基本概况

2020年一季度,咸宁市市场监督管理局12315投诉举报指挥中心依托全国12315互联网平台共受理消费者投诉、举报、咨询共计9506件。与去年同期3273件相比,诉求量约为去年的三倍。其中: 受理消费者投诉1227件,受理群众举报400件,接受消费者咨询7877件,接受群众表扬2件。(见图一)处理夜服录音电话932个。接待消费者现场咨询投诉举报203人次。一季度咸宁市12315指挥中心通过市局微信公众号和新闻媒体发布消费警示3期。截至2020年3月31日,湖北省市场监管局大数据分析平台显示咸宁市2020年度消费维权情况办结率为96.21%,比全省平均办结率91.98%高出4.23个百分点。办结率位居全省第二位,为消费者挽回经济损失共计66.11万元。(见表一)

疫情期间,1月22日至3月31日,咸宁市12315指挥中心共受理群众诉求8065件,日均处理110余件。其中,1月23日呼入量达到峰值405件。12315消费者投诉举报热线自全市打响新型冠状病毒感染肺炎疫情防控阻击战以来,以强烈的责任感、使命感,展现战斗作风,积极作为,坚持全天候值守,保障12315投诉举报热线24小时畅通,确保疫情期间及时向群众提供咨询帮助、投诉举报、心理辅导等快乐赛车彩票,全面快乐赛车彩票消费者,维持价格稳定,保障市场供应,较好的维护社会稳定,充分发挥12315“晴雨表”和“风向标”功能 。

图一: 全市12315连续三年一季度受理消费者诉求情况



图二: 2020年一季度全市12315受理消费者诉求占比情况

表一: 湖北省2020年一季度消费维权情况一览表

er、tousuqingkuang

快乐赛车彩票quanguo12315hulianwangpingtaibenqigongjieshouxiaofeizhetousu1227jian,yushangniantongqi349jianxiangbi,tousuliangshiquniande3.5bei。qizhongshangpinleitousu949jian,zhantousuzongliangde77.3%;kuailesaichecaipiaoleitousu278jian,zhantousuzongliangde22.7%。(yijidushangpinlei、kuailesaichecaipiaoleitousuqingkuangpaimingjianbiaoer)

表二: 2020年一季度商品类、快乐赛车彩票类投诉前十位排名表

(单位: 件)

排名

商品类

投诉量

占商品

类比重

排名

快乐赛车彩票类

投诉量

占快乐赛车彩票

类比重

1

一般食品

411

43.35%

1

餐饮和住宿快乐赛车彩票

36

12.95%

2

医疗器械

157

16.56%

2

制作、保养和修理快乐赛车彩票

33

11.87%

3

交通工具

41

4.32%

3

美容、美发、洗浴快乐赛车彩票

27

9.71%

4

药品

36

3.40%

4

互联网快乐赛车彩票快乐赛车彩票

19

6.83%

5

家用电器

30

3.16%

5

电信快乐赛车彩票

18

6.47%

6

服装鞋帽

29

3.06%

6

停车快乐赛车彩票

14

5.03%

7

家居用品

24

2.53%

7

卫生保健、社会福利

13

4.68%

8

通讯产品

20

2.11%

8

文化、娱乐、体育快乐赛车彩票

13

4.68%

9

计算机产品

18

1.90%

9

租赁快乐赛车彩票

11

3.96%

10

烟、酒和饮料

16

1.69%

10

公用事业快乐赛车彩票

9

3.24%


快乐赛车彩票1yue22ri,xinxingguanzhuangbingduganranfeiyanyiqingzujizhanquanmiandaxiang,kuailesaichecaipiaoshizhubukaishizhixingfengbiguanlizhengce,chuyiyaodian、zhengzhaoqiquandeshenghuochaoshiwai,qitamendian、fandian、tandianyilvtingyeguanbi。zaiciqijian,shejikouzhao、jiujingdengfangyiwuziyijirenminqunzhongshenghuosuoxushipin、tuangoupeisongkuailesaichecaipiaodengtousuwentituchu。bushejiyiqingdekuailesaichecaipiaoleitousuzhanbijianshao。

tousuredianjinandian:

1、yibanshipinleitousuzhanbida。yiqingqijianyouyujujiagelidenggexiangcuoshi,liangyouroudancaiguodengminshengshangpinjiagexiaofushangzhang,fanyingshipinjiagedesuqiuyebijiaoqianglie。shequtuangoupingtaiyechanshengledapidingdan。yinrengongjinquewuliupeisongwufachengdandaliangdingdan,daozhipeisongdeshengxianshiwubianzhi,peisongwentichanshengdeshipinanquantousutuchu。xianningshishichangjianduguanlijugongzuorenyuanlianxulianggeduoyuechuansuozaishangchang、chaoshi,chashichang、bantousu、wenjiage,shouhuleyiqingqijianshichangzhixu。xianningshishangchao、dianshang、nongpiqiyefachugongtongchangyi,jitichengnuo: ranglihuimin,gongkeshijian,zaibaogongwenjiazhongzuochugengdagongxian: dingjiafudubugaoyuquniantongqishuiping;shengxianpinzhongjiagezhubuxiajiang;zuidachengdurangliyumin;baozhengpeisongzhiliangshuiping;tichangnongchaochanxiaozhigong,jiangdicaigouwuliuchengben,rangshiminchishangxinxianjiadishucai。3yue15rizhi3yuedi,suizhequanshifugongfuchangongzuoyouxutuijin,bushaoxiaochaoshi、bianlidianzhujiankaishiyingye,shipinleitousukaishizhixiang“shangchaochushouguoqibianzhishipin”zheiyiwenti。kuailesaichecaipiaojulijijiadashichangxuncha,tixingshipinjingyingzheyingduishipinbaozhuang、biaoshi、shengchanriqi、baozhiqiheyouguanshipinchucuntiaojiandengjinxingzichazijiu。zijuexiajiaguoqishipin,duijijiangdaobaozhiqideshipinzaijingyingchangsuoxiangxiaofeizhezuochuxingmutishi,baozhangxiaofeizhezhiqingquan。budeduilinqishipinyongzhekoukuan、tejiachanpindengcihuitihuan。yanjinjiangguoqishipinzhongxinbaozhuangzaiyinshangshengchanriqixiaoshou。tongshitixingguangdaxiaofeizheyingxuanzedaozhengzhaoqiquan、guanliguifandeshangchang、chaoshihenongmaoshichangdengchangsuo,zhuyixuangouxinxianshiwu,bugoumaiweijingjianyiderouleizhipin;tongshichakanshipinheyuanliaodeshengchanriqihebaocunriqi,zhuyishifouchaoguobaozhiqi。

2、tousukouzhaodengfangyiwuzishuliangjiaoduo。yiqingbaofahou,kouzhao、xiaoduye、wendujidengfangyiyongpindexuqiuliangmengzeng,guanyukouzhaodengfangyiyongpindezixuntousujubaoshuliangzhouzeng。zhuyaofanyingdewentiweikouzhaodengfangyiyongpinjiageshangzhang;kouzhaozhiliangcha、jiamaokouzhao、kouzhaohuoyuanduanque;goumaikouzhao、jiujingshiyaodianbuyunxushiyongyibaokahuodashouyaopindengwenti。peidaihegekouzhaoshirenminqunzhongzuohaofanghudediyidaoyeshizuijibendefangxian。yiqingfangkongqijian,kuailesaichecaipiaoshishichangjianduguanlibumenjiaqiangxuncha,mianduikouzhaogongyingjinzhang,kuailesaichecaipiaojujijixingdong,jishiqiantouzuzhishiyibao、shifagaiweizhaokaixiediaohui,yanjiujiejuewenti,duixianningshineidekouzhaoshengchanqiyejinxingzhuantidiaoyan,duikouzhaodengfangyiyongpinshixingjizhongpeisongtongyixiaoshou。quanliweihuyiqingfangkongqijianshichangzhixu。jiexialai,shichangjianguanbumenjiangjindingqunzhongtousujishehuigongzhongguanzhuderedian、jiaodianwenti,chixujiadaduiyiqingfanghuyongpindengshenghuobixupinjianguanlidu,jinyibujiaqiangshengchanliutonglingyuquanliantiaojianguan,yanlidajiweifaxingwei,qieshiweihuxiaofeizhehefaquanyi。

3、shexian“xiaofeiqizha”weifaweiguijingyingxingweijiaoduo。chunjiejiaqijieshuzhihou,laobaixingjiazhongdeguojieshiwujibenyongwan。2yuechukaishi,kuailesaichecaipiaoshishexian“xiaofeiqizha”detousujubaozengduo。zhuyaowentiyou: piaowubufu,xiaofeizheduofuqianqueshaodedaoshangpinhuomaihuileqitashangpin;jiaqianbufu,shangpinbiaoqianjiagediyushijijiesuanjiage;anzhongchushou,shangjiaguyijiangjijiangguoqideshipinjiasaishouchu;kunbangxiaoshou,jizhongfashengzaishucaidian,dianzhujiangjinqiaoshucaiyujijiangfulanshucaihundachushou;qiangxingdashou,yixieyaodianzaiqunzhonggoumaikouzhaoshibixudashouqitayiliangzhongyaopindeng。shichangshanghaicunzaishangjiabutigongxiaoshouxiaopiao、shangpinbumingmabiaojia、wangshanggouwubujituihuohuoshoubudaowupindengshexianxiaofeiqizhadeweifaweiguixingwei。

  4、qitaxiaofeitousuredian。yishiyinxinguanfeiyanyiqingyinfadekuailesaichecaipiaotuidingjiaoduo。xiaofeizheqianqidinggounianyefan、hunyan、zhusufei、lvxingtuanfeideng,yinxinguanfeiyanyiqingchuanboerquxiaoyuding,yaoqiutuikuanshiyujingyingzhechanshengxiaofeijiufen。 ershiqunzhongjianduzhuliyiqingfangkong。bufenqunzhonglaidianfanyingweianyaoqiuguanmentingyeheweianyaoqiufugongfuchanwenti。sanshishouyiqingyingxiangwufaanyuandingshijianfanhuierjiangchetingfangzaitingchechang,daozhitingchefeiguogaodejiufen。sishijiaotonggongjuleitousujugaobuxia。benqigongshouli41jianjiaotonggongjuleitousu。zhuyaowentiyou:youyuyiqingyingxiang,henduoxiaofeizhenianqianjiaodegouchedingjinxianzaixiangtuikuanwenti;jingyingzhebulvxingguojiaguidingdesanbaoyiwu,wugutuoyan、wulijujuelvxingsanbaoyiwu;jingyingzhetigongdeshangpinhuozhekuailesaichecaipiaobufuhezhiliangyaoqiude;gouxinchebujixiaofeizhetigongchelianghegezheng。

san、jubaoqingkuang

快乐赛车彩票yijiduquanshishichangjianguanxitonggongjieshouqunzhongjubao400jian,yuquniantongqi94jianxiangbizengjiale326%。qizhong: shangpinleixiaofeijubao348jian,zhanjubaoshoulizongliangde87%,kuailesaichecaipiaoleixiaofeijubao52jian,zhanjubaoshoulizongliangde13%。yiqingqijianxianningshi12315zhihuizhongxinxiangshijujichazhifazhiduitigonganjianxiansuo38tiao。

qunzhongjubaochengxianyixiatedian: yishifanyingkouzhaodengfangyiwuziquehuojiagao,bufenshangjiayouhongtaijiagezhixian,youshexianxiaoshoujiamaoweiliekouzhaodengwenti。ershijubaoshenghuobixupinjiagezhangfuguogao、shipinguoqibianzhidengwenti。sanshijubaowuzhaojingying、buanyiqingfangkongyaoqiuweiguijingyingdengxingwei。sishizhiyesuopeirendejubaoyijiuchengshangzhangtaishi。

快乐赛车彩票yiqingqijian,kuailesaichecaipiaoshichongfenfahui12315xingzhengzhifatixizonghexiaoneng,tigao“suzhuanan”zhuanhualv,hengxiangliandongzhifajianduke、jichazhifazhidui,jishiduijie,tigongtousujubaoanjianxiansuo。kuailesaichecaipiaoshishichangjianguanbumenmiqieguanzhufangyiyongpinheliangyouroudancaiguodengminshengshangpinjiagehezhiliang,jixujiaqiangheguifanyiqingfangkongqijianshichangjianguan,shenwaxiansuo,zhongquandaji、lutoujiuda,yifacongkuaicongyandajihongtaijiage、zhishoujiamaoweiliedengweifaxingwei。jizhongchabanleyipiweifagaojiaxiaoshoufangyiwuzi、shenghuobixudeliangshizhuroushucaidenganjian,yijixiaoshouweiqudeyiliaoqixiezhucezhengdeyicixingyiyongfanghukouzhao、xiaoshouwubiaoqianbiaoshidekouzhaoanjian、quanliweihuyiqingfangkongqijianshichangzhixu,qieshiweihuxiaofeizhehefaquanyi。

si、zixunqingkuang

yijiduyituoquanguo12315hulianwangpingtaigongjieshouxiaofeizhezixun7877jian,quniantongqiwei2830jian,zhangfumingxian。zixunleizhuyaoshejigerenfanghuyongpin、shucairouleidengshenghuopinjiage、kaigongfugong、jianmianfangzu、jianmianwuyefei、tingchefeideng。

12315suqiuchulijianjuzonghexinghezhuanyexing,shejifalvfaguifanweiguang、zhuanyexingqiang。shichangjianguanxitongshixingzhengzhifadahu,zhixingdefalvyou129bu、xingzhengfagui199bu,12315jiexianyuanxuyaojuyoujiaofengfudefalvfaguizhishichubeihezongheyingyongnengli,youxiehaixubiyaodezhifajingyanfangnengyouxiaoyingdui。duimeiyigezixundianhua,gongzuorenyuandounaixinqingtingxiaofeizhedesuqiu,yijuxiangguandefalvfaguirenzhenzuohaojieshishudaogongzuo。xiaofeizhezixunchengxianchuyixiatedian: yishigerenfanghuyongpin、shucairouleidengminshengshangpinjiagehezhiliangzixunyizhijugaobuxia,suizheyiqingkongzhi,3yuezhongxiaxunkaishi,cileizixunzhubuxiajiang。ershiyouguanfugongfuchanheyiqingqijiantingchefei、hesuanjiancefeijianmian、fangzujianmiandengchengweijiefenghouzuiweiguanzhudewenti。suiranyoudewentibuwanquanshishichangjianguanbumenzhize,danyinshejiminshengliyi,benzhelaidianbifudeyuanze,kuailesaichecaipiaoxiangxigaozhixiangguanzhinengbumendianhuahexiangguanzhengce,wenqingkuailesaichecaipiao,youxiaohuajiemaodun。sanshiwangluo、dianshi、dianhua、yougoudenggouwumoshidexingqi,wangluojiaoyijianguanfangmiandezixunriyizengduo。















报: 市委、市人大、市政府、市政协、市政法委有关领导  

送: 市信访局、市政务快乐赛车彩票和大数据管理局

咸宁市市场监督管理局               202049日印发

 



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