IT House April 28 news, today, the Ministry of Industry and Information Technology issued a notice on the quality of telecommunications services in the first quarter of 2022.
In terms of rectifying key issues, the Ministry of Industry and Information Technology immediately took measures such as removing the problem App, shutting down the voice line, and carrying out relevant investigations in response to the problems exposed at the "3 15" party to trick users into downloading malicious apps, forced bundling downloads by application software platforms, harassing phone calls, and safety protection of children's watches, etc., to guide the relevant communications administrations to increase law enforcement and seriously investigate and deal with violations in accordance with laws and regulations. In view of the problems such as mobile phone users browsing the web page being deliberately folded, "not downloading and not showing", an administrative guidance meeting was held to require relevant enterprises to seriously rectify, and a third-party testing agency was organized to carry out 3 rounds of inspections to urge the main browsers, news, and online community Apps to improve related services.
In terms of strengthening supervision and law enforcement, the Ministry of Industry and Information Technology organized the detection of 610,000 apps, ordered the rectification of 422 paragraphs, and publicly notified 134 paragraphs. Organize local communications administration bureaus to strengthen supervision and law enforcement, and investigate and punish a total of 219 telecommunications enterprises that violate the law. Among them, for enterprises with problems with number portability services, 12 interviews were reminded, 9 times of criticism were notified, and 9 times of administrative punishment were imposed; for enterprises with spam problems, 41 times of interviews and reminders were ordered to rectify, 84 times of criticism were notified, and 6 times of administrative punishment were punished. 27 enterprises were included in the list of poor telecommunications business operations.
IT Home learned that the Ministry of Industry and Information Technology also disclosed the complaints and complaints of telecom users, as follows:
Complaints about telecommunications services
In the first quarter of 2022, the million complaint rate of telecom users nationwide was 30.6. Among them, the complaint rate of millions of users involved in service disputes was 16.1 person-times, accounting for 52.6%; the complaint rate of millions of users involving marketing, charging and tariff disputes was 10.5 person-times, accounting for 34.3%; and the million-user complaint rate involving network quality and information security was 4 person-times, accounting for 13.1%. Telecommunications user complaint acceptance institutions at all levels have handled and mediated user complaints in accordance with the relevant provisions of the Measures for the Handling of Telecommunications User Complaints, effectively safeguarding the legitimate rights and interests of telecommunications users.
▲ Telecommunications services million complaint rate
Complaints about Internet information services
In the first quarter of 2022, the Internet Information Service Complaint Platform received a total of 164276 complaints from Internet users, an increase of 24.7% from the previous quarter. Among them, there were 71,472 complaints about service functions, accounting for 43.5%,5% of the total; 54,764 complaints about channel feedback, accounting for 33.3%; 20,835 complaints about personal information protection, accounting for 12.7%; and 17,205 complaints of other types, accounting for 10.5%. Among the 137 Internet companies accessing the platform, 10 enterprises such as Beijing Jianwang Life Circle and Beijing Cheetah Mobile have not reached the 95% timely complaint handling rate (see Annex 3 for details), and the Ministry of Industry and Information Technology has urged relevant enterprises to improve and upgrade.
▲ Complaints about Internet information services
Bad mobile apps and spam complaints
In the first quarter of 2022, the 12321 Network Bad and Spam Report Acceptance Center (hereinafter referred to as the 12321 Acceptance Center) received a total of 42,394 valid complaints about bad mobile phone applications, up 0.65% from the previous quarter and 3.10% year-on-year. Among them, 19,704 complaints involving information security issues, accounting for 46.5%; 19,358 complaints involving personal information and permissions, accounting for 45.6%; 3,332 complaints involving network security issues, accounting for 7.9%; through industry self-discipline, the Internet Society of China, together with application stores and security testing manufacturers, removed 104 bad mobile phone applications with problems.
▲ Complaints about bad mobile apps
In the first quarter of 2022, the 12321 Reception Center received 49,833 complaints about harassing calls, down 18.6% sequentially and 19.7% year-on-year. 27,758 complaints about spam messages were received, down 33.5% month-on-month and 4.5% year-on-year. The Ministry of Industry and Information Technology has urged relevant telecommunications enterprises to verify and deal with the above complaints.