Just! China Mobile, China Unicom, China Telecom, emergency response!

Chen Ming

The three major operators collectively responded to the media's reports on communication and telemarketing!

A few days ago, Xinhua News Agency's "Xinhua Viewpoint" reporter found that the telemarketing of the communications industry is full of tricks, and phenomena such as inducing upgrades and hidden deductions still exist.

In this regard, on the afternoon of March 16, China Mobile, China Unicom, and China Telecom issued a response saying that they attached great importance to Xinhua News Agency's report on telemarketing and had carried out a comprehensive self-examination.

The three major operators carried out self-inspection

On March 16, China Mobile, China Unicom, and China Telecom collectively issued a response to reports related to communication and telemarketing.

China Mobile said that the company attaches great importance to Xinhua News Agency's report on communication and telemarketing, and has carried out targeted self-inspection as soon as possible according to the deployment requirements of the Ministry of Industry and Information Technology's 2025 information and communication industry work style construction and rectification work conference.

China Mobile said that once the self-inspection finds that there are relevant problems, it will resolutely implement the concept of "customer-oriented, service-oriented", unswervingly safeguard the interests of customers, check one by one, draw inferences from one another, and earnestly improve and upgrade.

First, it is necessary to further strengthen the marketing management of agents. Strictly control and govern the expansion of business through telemarketing, and severely punish illegal channels until the cooperation is terminated.

Second, it is necessary to carry out special governance actions for services. Focus on customer complaints and self-inspection of marketing irregularities, carry out source governance, to ensure that the governance of related problems has a significant improvement and substantive breakthroughs.

"We would like to express our sincere gratitude to the news media, our customers and all sectors of society for their supervision. We will take this opportunity to further strengthen supervision and inspection, promote the work to achieve practical results, and provide customers with high-quality and satisfactory services. China Mobile said.

China Unicom also issued a document saying that the Xinhua News Agency reported on communication telemarketing, the company attaches great importance to it, according to the Ministry of Industry and Information Technology's 2025 information and communication industry style construction and rectification work conference deployment requirements, has carried out a comprehensive self-examination, for the problems found, will be seriously dealt with, draw inferences from one another, and make changes, while comprehensively standardizing telemarketing behavior, adhere to the people-centered, strictly implement the key measures such as comprehensive and accurate tariff publicity, and strict implementation of secondary confirmation, to ensure that users consume clearly, Provide users with higher quality services and resolutely safeguard the legitimate rights and interests of users.

China Telecom said that the company attaches great importance to Xinhua News Agency's report on telemarketing, and has carried out a comprehensive self-inspection according to the deployment requirements of the Ministry of Industry and Information Technology's 2025 information and communication industry work style construction and rectification work conference, and will resolutely and quickly rectify the problems found. And continue to strengthen the standardization of marketing services, strengthen the training of front-line personnel and the management and supervision of agents, severely punish non-standard behaviors, and effectively safeguard the legitimate rights and interests of users.

Previously, on March 14, the Ministry of Industry and Information Technology held a national television and telephone conference to summarize the construction and rectification of work style in the information and communication industry in 2024, analyze the situation and tasks faced, and deploy key tasks in 2025.

In the face of the severe and complex external environment and the arduous and arduous task of reform and development, the whole industry should take a clear stand to carry forward the new trend of the industry, adhere to the original intention of serving the people, break through the technical bottleneck, build a solid safety bottom line, gather ecological synergy, and forge ahead towards the high-quality development goal of high technical level, excellent service quality, strong safety guarantee and good ecological environment. In response to prominent problems such as false propaganda, inducement of marketing, and unreasonable setting of thresholds for business changes, all enterprises must stand firmly on the people's position, be honest and trustworthy, abide by the law and compliance, implement targeted policies, resolutely rectify problems, and effectively win the trust and support of the masses with high-quality services, so that the results of information and communication development can be more and better benefit all people.

The meeting demanded that in 2025, we should do a good job in the construction of work style and rectify work style, strengthen ideological education with greater efforts, organize and carry out the activity of "the people have a call, I must respond", and strive to enhance the awareness of serving the people. It is necessary to make greater efforts to promote innovation and leadership, improve the level of service supply, explore new service models, and promote the quality and expansion of digital consumption. It is necessary to consolidate the management foundation with greater efforts, adhere to the problem orientation, improve the internal assessment system, operation management system and safety responsibility system of the enterprise with the spirit of reform and strict standards, and solve key and difficult problems in the real battle. It is necessary to pay more attention to strict supervision, adhere to the combination of government supervision, social supervision, and mass supervision, and promptly discover and correct all kinds of problems that violate the requirements of high-quality development. It is necessary to make greater efforts to create a healthy ecology, deepen joint construction and sharing, strengthen service coordination, strengthen industry self-discipline, and jointly maintain a good market order.

Xinhua News Agency exposed the chaos of telemarketing

On the evening of March 14, Xinhua News Agency issued an article exposing the chaos of telemarketing in the communications industry. The article points out that telemarketing in the communications industry is full of tricks, and the phenomena of induced upgrades and hidden deductions still exist.

In recent years, many people have reported that they will receive calls from time to time claiming to be from operators who claim to be operators, or that they can upgrade their services for free, or that they can reduce their tariffs...... There may be a lot of tricks behind the variety of marketing campaigns.

Xinhua News Agency's "Xinhua Viewpoint" reporter's investigation found that communication marketers often use vague words such as "free upgrades" and "limited-time discounts" or exaggerate the discount of packages on the phone, but they are evasive about restrictive terms, and consumers are easily misled. After the consumer handles it, it is only after the application that the actual experience does not match the advertisement, but it cannot be easily canceled at this time.

On the "Black Cat Complaints" platform, we saw that there were more than 800 marketing-related complaints from operators, and consumers complained more about "telephone inducement of consumption and overlord clauses". In addition, the "Report on Consumer Rights Protection in the Field of Communication Services in the First Half of 2024" released by the Guangdong Provincial Consumer Council shows that frequent telemarketing and non-standard marketing methods have become one of the most annoying problems for consumers.

The survey found that compared with offline business halls, telemarketing is easier to "bury the pit", and it is difficult to collect evidence from oral contracts, and the identification of evidence is complicated, and consumers can often only suffer "dumb losses". According to the "Analysis of Complaints Accepted by the National Consumers Association in the First Half of 2024" released by the China Consumers Association, operators deliberately hide or obscure key information such as minimum consumption, contract period, automatic renewal, and liquidated damages in their sales calls under the guise of free trials, free upgrades, and free gifts, and induce consumers to open paid services.

Ma Yong, an associate professor at the School of Economic Law of Southwest University of Political Science and Law, believes that the chaos of communication and marketing calls should be paid attention to, laws and regulations should be further improved, and the loopholes in marketing regulations should be filled in a timely manner.

"To deal with this 'stubborn disease' of the industry that has been repeatedly banned, we should directly address the cause." Ou Wei'an, a professor at Guangzhou University Law School, said that in addition to strengthening the management of communication operators, it is also necessary to promote enterprises to adopt more legal and compliant marketing methods from the source. "In addition to strengthening supervision, operators should also improve service quality from the source and increase the supply of high-quality products." According to Guardian, operators should fully consider the actual needs of users and take the initiative to "win" the market with higher-quality products.

Editor-in-charge: Lin Gen

Typesetting: Liu Yiwen

Proofreader: Li Lingfeng