The head of the Municipal Consumers Association said that March 15 is the annual International Consumer Rights Day and a festival for consumers to protect their legitimate rights and interests. On the "3.15" International Consumer Rights Day, some industry associations organized by the Tianjin Municipal Industry and Commerce Bureau and the Municipal Consumers Association held a symposium on "Strengthening Industry Self-Discipline to Serve People's Livelihood". At the meeting, the eight major industry associations exposed themselves as ugly, exposed problems existing in the industry and "unspoken rules", and made commitments on how to improve in the future. How has it changed and the world has evaporated? Skinny? Solid wood? Washed? Dry cleaning? Why the car hasn't come and how to ask the price is completely confused the home improvement industry "Fuyou" you sign the contract first encounter Last August, Ms. Li, who was planning to move to a new home, found a decoration company in Heping District to renovate her new residence. According to the agreement between the parties, if the design plan does not meet Ms. Li's requirements, Ms. Li has the right to rescind the contract. After receiving the promise, Ms. Li signed a contract with the decoration company and paid a deposit of 2,000 yuan. However, when the design drawings came out, Ms. Li found that the other party's design plan was far away from her request, so she asked for a refund, but she was pushed away by the decoration company for various reasons. The original promise became empty talk, and Ms. Li was very helpless after her anger. Reviews Cao Liyun, Deputy Secretary General of Tianjin Environmental Decoration Industry Association The home improvement industry is an industry closely related to people's livelihood. Due to the low entry threshold of the industry, the education level and professional skills of the employees are generally low, and the lack of mandatory government management, it is difficult to complain about home improvement and solve problems. According to the statistics of home improvement complaints accepted by the Association in 2010, home improvement consumption disputes are mainly divided into economic disputes, after-sales services, and construction quality. Among them, economic disputes include the signing of contracts, budget prices, material brands, construction period guarantees, and reasonable price-performance ratios; construction quality mainly focuses on concealed works, water circuit renovation, waterproofing, etc .; after-sales service involves repair methods, whether repair time is timely, etc. . Home improvement companies are uneven, corporate advertising is not true, cut corners, false concepts, and promises are not fulfilled from time to time, making the home improvement market more confusing. committed to In 2011, the Association will further strengthen and implement the concept that standardization is an important guarantee for home development. Under the premise of strengthening industry self-discipline, it will increase the management of the installation process of member entrepreneurs, do a good job of implementing the new standards, and strive to launch decoration guide prices The system enables consumers to clearly understand consumption, further improve the revision of the home improvement contract text, strengthen the emphasis on interior decoration and environmental protection, strengthen the training of practitioners, increase the supervision of project quality, and promote enterprises to enhance brand awareness and consumer self-protection awareness , Actively change the industry's development model, promote the adjustment of the home improvement industry structure, pay more attention to quality, service and reputation, and provide better and more products and services that meet the needs of improvement and protection of people's livelihood. Beauty salon industry Membership card consumption trap encounter When Mrs. Zhang and Mr. Barber made a haircut at a hair salon called Daotian Studio on Xinxing Road in Hedong District, they applied for a membership card under the enthusiastic recommendation of the studio staff and recharged 100 yuan. Half a month later, Ms. Zhang ’s husband felt that his hair was growing, and came to this hair salon again to prepare for a haircut, but found that the hair salon had already been empty. Reviews Wu Yixun, Secretary General of Tianjin Hairdressing and Beauty Industry Association Among the complaints in the hairdressing and beauty industry in 2010, 70% of the complaints were due to the failure to fulfill the promises of consumer cards, involving more than 3 million yuan. 20% of the complaints were due to hair coloring, perming, and beauty allergies. Complaints caused accounted for 10%. For the purpose of deception, some business units set traps to lure people, so as to find people to issue "free beauty cards" at the entrances of shopping malls or elevators to attract customers, and sales staff make use of consumers' "beautiful heart for everyone" and cheap and cheap Psychology, using free trial and other means to lure consumers to experience in the store, or using the famous brand of XX Building to deceive consumers, and some business units are sub-optimized, deliberately exaggerating the effect. committed to These hairdressing and beauty complaints are mainly caused by poor internal management and poor external supervision. The association should assume the function of self-discipline coordination in the industry, find, adjust and correct problems in the industry in a timely manner, standardize internal management and marketing models, strengthen education and training, and improve the quality of employees; in addition, the association recommends that those who have Common problems hope that relevant departments can make legislation; administrative functional departments strengthen the formulation of entry thresholds and daily management. In addition, consumers should also increase their awareness of rational consumption and rights protection. Only with the joint efforts of many parties can the hair and beauty industry become more mature and regulated. Washing and dyeing industry Washing with water posing as dry cleaning encounter Mr. Chen sent a suit to a laundry shop in Wuma Road, Hebei District for dry cleaning. After retrieving the clothes, he found that some parts of the original suit were very wrinkled, and the lining was still open. Mr. Chen suspects that the clothes are washed in water, otherwise such a phenomenon will not occur. He found the laundry to evaluate, but the staff said that it was Mr. Chen's own clothes. Because there was no evidence, Mr. Chen had to consider himself unlucky. Reviews Chen Qijun, President of Tianjin Dyeing Association At present, there are more than 6,000 stores in Tianjin's dyeing and dyeing enterprises, and more than 40,000 employees. The annual revenue is about 1.5 billion yuan (an annual increase of about 20%), but many problems are also exposed. The technical level of employees is generally low, and professional and technical personnel holding national vocational qualification certificates only account for 14.28% of the total number. Some dyeing and dyeing enterprises cannot strictly follow the operating procedures to standardize washing, which will inevitably affect the quality of laundry and cause consumer disputes. In addition, the current unlicensed operation in the washing and dyeing industry is serious, and laundry disputes are frequent. Down jackets that were supposed to be washed were also cleaned up by dry cleaning. Some laundries in order to compete for business, reduce charges, in order to reduce costs and pretend to be dry-cleaned. committed to The association will strengthen the implementation and inspection of the "Tianjin Washing and Dyeing Service Contract", improve the legal awareness of operators, guide consumers to rational consumption, and resolve and reduce laundry disputes. In accordance with the National "Dyeing and Dyeing Management Measures" and Tianjin's local standard "Dyeing and Dyeing Service Quality Standards", the training of skills is strengthened, requiring dyeing and dyeing enterprises to "permit employees to undergo employment with certificates after technical training." Communications industry Tariff is a hot spot for complaints digital It is understood that the telecommunications industry in Tianjin completed a total of 42.84 billion yuan in telecommunications services in 2010, an increase of 18.2% over the same period of the previous year; achieved 13.26 billion yuan in revenue from telecommunications services, an increase of 6.7% over the previous year; and realized added value of 8.16 billion yuan, over The annual growth rate is 2.9%. 10.898 million mobile phone users, a net increase of 788,000; 1.741 million broadband access users (only referring to broadband users of basic telecom operators), a net increase of 157,000, with a telephone penetration rate of 118.6 / 100 people; mobile phone popularity The rate was 88.7 units / 100 people. In 2010, the average telecom tariff in Tianjin fell by 7.9% compared with the previous year. Reviews Secretary General of Tianjin Communication Industry Association Liu Jianguo In terms of consumer rights protection, the focus and focus of consumer complaints are telecommunication tariffs and charges. In 2010, there were 698 complaints from telecommunications users, including 213 tariff disputes, accounting for 31% of the total complaints. committed to This year, the association will start from standardizing service agreements, enriching the various business and service agreements signed by the company and customers, so as to meet the requirements of current laws and regulations, and ensure that the content of the contract format is standardized and fair, without unreasonable terms, so that consumers Understand consumption. In response to the violations of the agency channels, formulate corresponding management assessment methods and strictly manage the agents. At present, the “Measures for Management and Management of Violations of Social Channels†has been issued, which stipulates strict evaluation measures for violations and strengthens inspections and spot checks to prevent agent violations. Furniture industry Solid wood is spoken encounter Ms. Cui, who lives in Hongqiao District, bought a set of solid wood furniture of a certain brand, but after using it for a year, she discovered that the underside of the wardrobe door was actually skinned. When the sales staff checked, they always insisted that their furniture was solid wood. Reviews Gao Xiuzhi, Secretary General of Tianjin Furniture Industry Association The market survey found that distributors generally have confusing label content. The main thing is the labeling of main and auxiliary materials. In addition, many merchants only label the main material on the label, and the auxiliary materials are not mentioned, all by the salesperson. Some salesmen claimed that all the furniture in the store was produced by a large manufacturer in Guangzhou, and deceived consumers under the name of a large manufacturer. committed to The association will strengthen the supervision of furniture production enterprises, standardize furniture production and operation, and maintain the order of furniture market transactions. Last year, the association organized a self-regulatory activity of the “Furniture Quality and Safety Commitment†of the city ’s furniture industry. This year, it will successively conduct job training for shopping guides in the city ’s major furniture stores. Appliance repair industry Counterfeit special repair station phenomenon Some maintenance points carry out after-sales service in the name of special maintenance stations or even regional service centers without authorization from regular enterprises. These repair points often use 114 registrations, websites, text messages, newspapers, small street advertisements and other methods for publicity. When consumers contact to request repairs, some ask for prices, some provide fake and inferior accessories, and some even take advantage of the opportunity to steal genuine parts. . Reviews Liu Congwen, Secretary General of Tianjin Electronic and Electrical Products Maintenance Industry Association Some of these maintenance points have applied for 400 or 800 calls, which makes consumers mistakenly believe that they are authorized maintenance centers of enterprises. Some used to be authorized maintenance centers of enterprises, but they still deceive consumers under the sign of special maintenance of enterprises after they have not been authorized by the manufacturer. By. committed to The association will work with relevant government departments and household appliance companies to expose unlicensed maintenance outlets, unauthorized charges, and false service information in telecommunications and network services, and organize the filing and publicity of contracted maintenance service outlets and price information for household appliance enterprises to rectify and standardize Market order of home appliance repair service. Wedding industry Anything can be used as a wedding car phenomenon Newcomers must have a wedding car, and the proportion of wedding car rental complaints has been high among wedding complaints. Among them, the new car is replaced by an old car, the wedding car is late, and the temporary breach of contract is the main problem for the wedding car. Reviews Pan Shuhui, President of Tianjin Wedding Industry Association There are nearly 100,000 couples getting married in Tianjin each year, which is a huge consumer market. At present, there are two main problems in the wedding market. First, the nearly 20,000 wedding cars in the wedding market lack the necessary supervision. In addition to private cars, some of these wedding cars are also used as private cars. The wedding car market is confusing. , So everyone often sees many wedding car license plates blocked by red paper at the wedding scene, which is the reason. Second, wedding photo studios are also hot spots for complaints, often attracting newcomers to take photos through extremely low prices, but in order to pursue profits, increase the secondary consumption link. committed to The association will carry out the first member compensation activities in the industry, strengthen cooperation with the government and law enforcement departments, and carry out special inspections. insurance industry Blur the concept phenomenon Obviously it is an insurance product, but the employees of the insurance company deliberately avoid it when recommending it, and even deliberately confuse the difference between savings and insurance, which makes consumers mistaken for savings products. Consumers only find out that the money on the passbook has been fully paid when they cash Bought insurance. Reviews Hu Wenfang, President of Tianjin Insurance Industry Association At present, there are some problems in the insurance market that affect the interests of insurance consumers. For example, insurance claims are slow, insurance is easy to settle, and it is difficult to settle a simple claim. Insurance marketers are misleading in sales and should explain important items to the policyholders without highlighting or emphasizing. For example, not truthfully telling customers the right to hesitate, not truthfully telling the risks of insurance products, and signing insurance policies on behalf of customers. There is no uniform industry standard for the number of working hours for insurance accident car repairs. The repair companies, insurance companies, and car owners often have disputes over the cost of repairing cars. committed to The association will strengthen the industry management of motor vehicle insurance, establish a vehicle insurance information platform, realize the sharing of information on auto insurance underwriting claims, revise the auto insurance self-regulation convention, and maintain the order of the auto insurance market. The amount of unilateral vehicle losses has increased from the current 2,000 yuan to 5,000 yuan, and both parties to the accident can go to the rapid processing center to check the damage. According to the grade, qualification and integrity of the repair shop, actively promote the insurance company to establish a partnership with the repair shop and implement a strong alliance to ensure the repair quality and timeliness of damaged vehicles and protect the interests of insurance consumers. 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Consumer rights protection is inseparable from the support of various industry associations. It is hoped that through the self-discipline of industry associations, the consumer market will be purified, the legitimate rights and interests of consumers will be safeguarded, and the "unspoken rules" in various industries will be eliminated together. This year, the Municipal Consumers Association will focus on the theme of "consumption and people's livelihood" of the China Consumers Association, focus on consumer education guidance, social supervision and consumer dispute resolution, and strengthen contact with relevant departments and industry associations to do consumer rights protection work.
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