Four marriage agencies, including Lily Jiayuan and Zhen'ai Network, proposed rectification measures for the Shanghai Marriage Association interview

Blue Whale TMT channel December 15 news, according to the official WeChat public account of the Shanghai Marriage Association, this afternoon, in response to the infringement of personal privacy and security by individual marriage institutions, fraudulent routine consumption, malicious marketing, virtual identity, vague terms of service, member information review and related complaints, seriously interviewed the heads of Lily Jiayuan, Zhen'ai Network, My Lord Liangyuan, and Yijiayuan related institutions.

Four marriage service agencies responded positively to the interview problem and rectification measures. Lily Jiayuan said that four measures are implemented for customer complaints: first, confirm customer complaints; second, 24 hours to contact customers; third, 48 hours to give solutions; fourth, according to customer feedback, communicate again, adjust the plan. Internally, the highest adjudication department for complaints is set up, and if the two parties cannot reach an agreement, the department will collect evidence to implement the settlement. In response to customer refund appeals, customers who do not arrive at the timeout pay attention, and refunds are received within one week after the overtime reminder. If it does not arrive, the person responsible will be directly punished and fined twice. For the review of member information, Lily Jiayuan strictly implements the identity audit verification mechanism, and for the joint store, it will strengthen the audit of the audit department, and if the violator is found again, the cooperative relationship will be terminated.

Zhen'ai Network pointed out that regarding the review of member information, Zhen'ai Network collects user information in strict accordance with laws and regulations, and within the scope permitted by law, conducts real-name authentication for users, including face authentication, strictly protects users' personal information, encrypts user mobile phone information protection by technical means, and does not leak any member information to third parties without user consent; regarding online member refunds, Zhen'ai Network will verify the member complaints, handle them according to the facts, and give refunds.

My main good edge said that the information certification and audit of online members, my main good edge adopts a step-by-step authentication method. At the registration stage, real-name authentication is mandatory; regarding the audit of offline members, members are required to provide the necessary relevant certification materials, and sign to confirm that all materials are reviewed by the company's legal department. Regarding the security of user information, user information protection will be carried out through technology, user accounts will be cancelled or frozen, and user data will be immediately isolated and can no longer be viewed. Regarding the refund of member fees, from negotiation to refund to account, it is controlled within seven working days, and the electronic version of the service agreement is used to improve the completion efficiency of the refund process; it is promised to optimize the service contract in accordance with the model marriage contract, improve contract compliance, and use electronic encryption to strengthen the protection of user information.

Yi Jiayuan pointed out that in response to the problem of personal information, Yijiayuan said that it strictly protects the user's personal information, wireless business, there is no online user information leakage; on improving the quality of staff, it will strengthen the professional training of practitioners; for the service contract will be optimized according to the model marriage contract; for the handling of member complaints, a special person responsible for the handling, according to customer demands, actively handled; about the member refund appeal, within a week to the customer, the refund plan to the customer, the special person is responsible, quick processing.

It is worth noting that, on September 26, the Consumer Protection Commission of Jiangsu Province issued the "Investigation Report on the Service Status of the Marriage and Dating Platform", which found that the five platforms involved, such as Century Jiayuan, Lily Network (the two have been merged into "Lily Jiayuan"), Zhen'ai Network, and our master Liangyuan, have including but not limited to unclear refund rules, non-fulfillment of publicity commitments, and ineffective review of member information, which seriously infringe on the legitimate rights and interests of consumers such as the right to know, the right to fair trade and the right to information security. On the morning of December 10, the Consumer Protection Commission of Jiangsu Province conducted an online "cloud interview", and Lily Jiayuan, my lord Liangyuan and Zhen'ai Network all sent relevant business personnel to participate, and at the interview meeting, they detailed the rectification situation and the next step of rectification measures on the problems found in the report.