The Consumers Association recently published statistics, the telecommunications service complaints remain high. In the specific complaint categories, the number of complaints against telecom tariffs have been significantly less than on the cell phone complaints. In the dawn of 3.15, several carriers are committed to further improving the tariff scheme, is expected to complaints of telecommunications charges will continue to decline.
Statistics highlight four major problems of telecommunications charges
The consumer association recently released figures show, the 2005 national telecommunications CASE system of complaints received 34,451. Complaints focus on the problem: winning scam messages; bank card fraud messages; the houses, confiscated goods, the application message; yellow messaging. Compared with last year's statistics, and related telecommunications operator and form of contract and other service charges complaints, has given way to cell phone complaints and SP (Service Provider) complaints.
According to consumer association consumer complaints published by the situation and statistics, with the operators of telecommunications services complaints reflect the main issues: First, the transparency of individual communications company charges a low, consumers can obtain and master the correct information. Last year, the amount of complaints in this area grew by 13.1%. Billing of opaque, complex queries often difficult to determine responsibility, consumers often without the knowledge of the cost to be deducted.
Second, the telecommunications card balance problems. Refers primarily to telecommunications carriers for the card set up using the term, there is still more the amount due can not continue to use the telecommunications card.
China Consumers Association has said that "telecom card balance and no rebate" is not international practice. In the telecommunications card issue, some countries do not set the validity period, some countries allow the adoption of other consumer card balance, which does not form a so-called "international practice." Therefore, the practice of some countries presumed to be "international practice" and that as a pretext not to fulfill legal obligations, is to disregard the interests of consumers.
Third, operators form contract issues, mainly referring to operators to enter into service agreements with customers contain "the ultimate power of interpretation, does not enjoy the right to request compensation," such and such an agreement not between the consumer.
Fourth, the question whether it is reasonable monthly fee. Consumers that the monthly fee has been collected for many years, the recovery of equipment investment costs have been heading back to re-charge without any basis, particularly fixed.
Operators to resolve three major issues
Hot spot for the above complaints, several operators have made it clear that will solve three problems.
Transparency on the fees low, China Mobile, China Unicom, China Netcom, telecommunications, CRC, etc. have made it clear that the list every month to provide Huafei can query a variety of ways; 3.15 during Unicom, CRC is also committed, such as miscalculation Huafei , will double the return, Xianhangpeifu.
On the format of the contract, last November, the Beijing Municipal Industry and Commerce Bureau and other departments has forced the cancellation of the Beijing Branch of major operators Overlord contract, using the new format of the contract, service agreements have been abolished in all the "ultimate power of interpretation, not to enjoy the right to request compensation, "such and such an agreement not between the consumer.
Phone card balance on the issue, from the end of last year, China Mobile and other carriers have been successively introduced measures to solve the problem. 3.15 period, China Mobile, China Unicom, Railcom, China Netcom and so committed, the telecommunications card balance can be transferred to other cards or extended use period. Integrated Department of Beijing Netcom, said Lili Tao, Beijing Netcom will launch a special debit card with no par value, expired phone cards in the 90-day retention period, can transfer the balance to the card activated. The card can receive free CNC Chamber business.
Monthly fee controversy over the still large
Monthly fee is still highly controversial issue. Many consumers think that is unreasonable, the voice of abolition of the high monthly fee. But operators say this is not a consumer complaint, but the telecommunications regulatory policy. Lili Tao, general manager of Beijing Netcom Comprehensive said: "The international community more than 200 countries are charged a fixed monthly fee on the phone, this is international practice."
Experts for the cancellation of the monthly fee, there are many different views. In an important meeting, Wu Changqi, vice president of Peking University Guanghua School of Management, said: "fixed monthly fee or not to cancel? Ounce of common sense analysis of the economics, we know that such proposals could harm consumers interests. "Wuchang Qi said:" I should think, for urban fixed telephone or mobile phone is, a reservation or an increased monthly fee reduces per-minute phone calls to possible more in line with public interest. "
- China Mobile Q & A
Monternet start "cleaning"
鈼?custom messages difficult to understand the deductions on the issue of the situation of China Mobile has invested heavily in business support BOSS system on the upgrading of the country into a detailed tariff and inquiry system. Users can query by the Office business, online query, 1861, telephone calls, SMS query, 12,590 queries a variety of ways such as their own consumption. From the city, then, long distance calls to the SMS, Monternet, GPRS and other businesses can find a detailed list.
鈼?the issue on the message to unsubscribe users do not want to use the order of business, or find a business forced to customized, you can use a variety of ways to be canceled. Specific method is: the Internet through mobile phone log Monternet wap.monternet.com, choose to enter "My Monternet", the system will list all the services ordered by customers, any customer can cancel the service has been ordered; Login Site www.monternet.com, enter your mobile number and password and select the "My Services", according to cancel the WAP prompted to select class of business; also can call China mobile phone 1860 free customer service, customer service representative on his behalf by the 1860 cancellation.
It is reported that China Mobile is gradually built in the country unified platform to unsubscribe. In this way, the user customized SMS Monternet after China Mobile Communications will receive a text message to inform the business rates and unsubscribe method.
鈼?Mistakes on the cost of China Mobile will implement the "double return the error" system. Customers who find more income, fees charged by mistake, after confirmation can be double the return.
- China Railcom Q
Multi-pronged approach to solve the problem telecommunications card balance
鈼?Telecom Card balance on the issue of CTT will use a variety of ways to solve the problem telecommunications card balance. CRC cards have been issued for telecommunications, marketing, publicity and set the face value of such a comprehensive renovation. Telecom cards issued will not exceed the number of service capabilities. The convenience of specific measures: different functions and multi-issue face value of the telecommunications card, allows the user to choose according to their need for flexible spending card type and denomination; set different period, and according to the size of face value, the user's requirements and so the actual situation due to adjust You Xiaoqi will enable users to use the complete validity of the balance of the card; in the period, to provide compensation for the balance transfer or a fraction of the balance in two ways to solve the problem, but also to take measures to extend the conversion period, allowing users to make transfers during this period treatment.
鈼?About Hua Fei CRC error problem on the telephone bill for billing error and the error part of the implementation of double the return. In addition, in January of this year, China Railcom, have opened branches in 30 provinces, then set the city single inquiry service, covering 99.3% of the total number of users.
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