China announced the quality of telecommunication services in Q3 2022

According to the relevant provisions of the Regulations on Telecommunications of the People's Republic of China, the Ministry of Industry and Information Technology has now notified the relevant situation of telecommunications services in the third quarter of 2022.

The Ministry of Industry and Information Technology organized inspections on key app stores and distribution platforms and promoted an overall increase of 14.4% in the passing rate of random testing of apps on the shelf. Among them, Vivo and Huawei App Store have the highest pass rates. Accelerate the construction of an App certification signature system, guide 6 key distribution platforms to establish an App signature certification mechanism, and provide services for 684 companies with a total of more than 60,000 Apps.

The Ministry of Industry and Information Technology organized the testing of 665,000 Apps, ordered the rectification of 222 Apps, and publicly notified 47 Apps. Local communications administrations have strengthened supervision and law enforcement. Among them, 36 companies were reminded by interviews, 32 companies were ordered to rectify, 4 companies were criticized by circulars, and 7 companies were punished administratively for companies that had problems with number portability services. 53 companies were ordered to rectify, 87 companies were notified of criticism, and 12 companies were punished administratively. 30 enterprises were included in the list of poor telecom business operations due to administrative penalties.

The specific content is as follows:

Key tasks of telecommunications services

• Efforts should be made to improve the level of information and communication services. Organize nationwide special inspections on standardizing telecommunications services, urge all basic telecommunications companies to standardize business marketing behaviors, and improve the number of portability services. Deploy and carry out the clean-up and standardization of telecommunications business network marketing, focus on rectifying unqualified marketing, false propaganda, and other issues, and purify the network marketing environment. Guide basic telecommunications companies to strengthen "window" services, and have trained 4 million front-line service personnel since this year. Vigorously promoting online business operations, 3.7 billion times of online business transactions have been handled for users so that the masses can travel less. Promoted nearly 100 key Internet companies to establish manual customer service hotlines, and 153 companies connected to the Internet information service complaint platform to respond to user demands in a timely manner.
• Fully carry out emergency communication guarantee work. Successfully completed the emergency communication support tasks for emergencies such as the earthquake in Luding County, Sichuan, and the flash floods in Datong County, Qinghai. The emergency communication needs of the people in the disaster area. The industry has dispatched 101,000 emergency personnel, 33,000 emergency vehicles, 38,000 generators, and other emergency equipment, repaired and restored more than 7,200 base stations, and sent 846 million emergency warning short messages.
• Deeply promote the protection of App users' rights and interests. Organized inspections on key app stores and distribution platforms, and promoted an overall quarter-on-quarter increase of 14.4% in the passing rate of random testing of apps on the shelf. Among them, Vivo and Huawei App Store have the highest pass rates. Accelerate the construction of an App certification signature system, guide 6 key distribution platforms to establish an App signature certification mechanism, and provide services for 684 companies with a total of more than 60,000 Apps. Upgrade and create a testing and certification public service platform for mobile Internet applications, build an SDK (third-party software development kit) information service platform, and improve public service capabilities such as information sharing, product testing, and standard verification in the mobile Internet industry. Strengthen policy publicity and talent training, organize and carry out 6 special public welfare training on personal information protection, develop and launch personal information protection talent training courses, and start the construction of talent training bases.
• Seriously investigate and deal with violations. Organized testing of 665,000 apps, ordered rectification of 222 apps, and publicly notified 47 apps. Local communications administrations have strengthened supervision and law enforcement. Among them, 36 companies were interviewed and reminded about the problem of number portability services, 32 companies were ordered to rectify, 4 companies were criticized, and 7 companies were punished administratively; for companies with spam problems, interviews were reminded and 53 companies were ordered to rectify, 87 companies were notified of criticism, and 12 companies were punished administratively. 30 enterprises were included in the list of poor telecom business operations due to administrative penalties.

Complaints and Appeals from Telecom Users

Complaints from telecom users

In the third quarter of 2022, the national telecom user complaint rate was 14.8 per million users, a year-on-year decrease of 51.7% and a quarter-on-quarter decrease of 42.6%. Among them, the complaint rate of telecom users involved in service disputes was 6.2 person-times/million users, accounting for 42.1%; the complaint rate of telecom users involving marketing, charging, and tariff disputes were 5.9 person-times/million users, accounting for 39.8%; The complaint rate of telecom users on quality and information security was 2.7 person-times/million users, accounting for 18.1%. In accordance with the relevant provisions of the "Measures for the Handling of Telecom User Complaints", the complaint handling agencies of telecom users at all levels have handled and mediated user complaints, effectively safeguarding the legitimate rights and interests of telecom users.

Figure 1 Complaints of telecom users

Complaints about Internet information services

In the third quarter of 2022, the Internet information service complaint platform received a total of 393,600 complaints from Internet users. Among them, there were 170,100 complaints about customer service channels, accounting for 43.2%; 155,000 complaints about service functions, accounting for 39.4%; 39,200 complaints about personal information protection, accounting for 10.0%; 29,300 complaints about other types, accounting for 39.4%. than 7.4%. Among the 150 Internet companies connected to the platform, 5 companies, including Founder Broadband, Offcn Education, and Hupu, failed to meet the 95% target for timely complaint handling (see Appendix 2 for details), while Xiaohongshu, Tongcheng-Elong, and Beike found The number of complaints from Fangfang.com and Qunar.com has grown rapidly. The Ministry of Industry and Information Technology has urged relevant companies to improve their services and solve the problems reported by users.

Figure 2 Complaints about Internet information services

Complaints about bad mobile apps and spam

In the third quarter of 2022, the 12321 Internet Bad and Spam Report Acceptance Center (hereinafter referred to as the 12321 Acceptance Center) received a total of 36,500 effective complaints about bad mobile phone applications, a quarter-on-quarter increase of 16.0% and a year-on-year increase of 1.8%. Among them, 18,300 complaints related to information security issues, accounting for 50.1%; 14,600 complaints related to personal information and authority issues, accounting for 40.0%; 3,600 complaints related to network security issues, accounting for 9.9%. Through industry self-discipline, the Internet Society of China, together with app stores and security testing vendors, removed 33 bad mobile apps that had problems.

Figure 3 Complaints about bad mobile apps

In the third quarter of 2022, the 12321 reception center received a total of 72,600 complaints from users about harassing calls, a decrease of 4.8% from the previous quarter and a decrease of 12.3% from the same period last year. A total of 37,100 complaints about spam text messages were accepted, a decrease of 9.7% from the previous month and an increase of 20.5% from the previous year. The Ministry of Industry and Information Technology has urged relevant telecommunications companies to check and deal with the above-mentioned complaints.

Operation and consumption tips

• All basic telecommunications companies should further standardize their business operations, and clearly state key matters such as tariff standards, service content, and scope of application, so that users can clearly consume. All Internet companies should continue to improve the manual answering rate of service hotlines and the timely rate of handling user complaints, actively respond to user demands, and optimize service experience.
• The Ministry of Industry and Information Technology reminds users that when purchasing phone cards, recharging data, or handling other telecommunications services through e-commerce or webcasting and other Internet channels, they must choose self-operated or authorized basic telecommunications companies (with unified electronic identification of network channels) brand publicity), do not believe in marketing traps such as "0 yuan" and "free delivery", and beware of damage to your own rights and interests.