Circular of the Ministry of Industry and Information Technology on the Quality of Telecommunication Services (No.3, 2021)

Circular of the Ministry of Industry and Information Technology on the Quality of Telecommunication Services (No.3, 2021)

Ministry of Industry and Information Technology Letter No.235 [2021].

According to the relevant provisions of People’s Republic of China (PRC) Telecom Regulations, the relevant information about telecom services in the second quarter of 2021 is hereby notified as follows:

I. Implementing the decision-making arrangements of the CPC Central Committee and the State Council.

(1) Continue to promote the innovative development of "5G+ industry and Internet". Release Ten Typical Application Scenarios and Five Key Industry Practices of "5G+ Industrial Internet", systematically summarize the implementation effect of "512 Project Promotion Plan of" 5G+ Industrial Internet ",and provide reference models and experiences for more industries and enterprises to apply" 5G+ Industry and Internet ".

(2) Do a good job in emergency communication support. We will do a good job in emergency communication for emergencies such as Yunnan earthquake with a magnitude of 6.4, Qinghai earthquake with a magnitude of 7.4, forest fire in Sichuan, heavy rainfall in Fujian and other places, strong convection in Jiangsu and other places, gas explosion in Shiyan, Hubei, and house collapse in Rucheng, Hunan, so as to ensure the smooth communication between the rescue and relief command and the people. A total of 61,000 emergency communication support personnel, 28,000 emergency vehicles, 37,000 generators and other equipment were invested, 38,000 communication base stations and 1,200 kilometers of communication optical cables were repaired and repaired, and more than 100 million emergency short messages were sent.

(3) Accelerate the special action of aging and barrier-free transformation of Internet applications. The Notice on Further Improving the Implementation of the Special Action for Aging and Barrier-free Transformation of Internet Applications was issued to help key beneficiary groups such as the elderly and the disabled to obtain and use Internet application information equally and conveniently.

Second, the situation of telecom users’ complaints

(1) Complaints about telecommunications services.

The complaint acceptance agencies of telecom users at all levels accepted 26,338 complaints from telecom users, down 8.5% from the previous month and 29.8% from the same period last year (see Annexes 1 and 2 for details). Among them, complaints about user services accounted for 56.0%, complaints about fee disputes accounted for 26.9%, and complaints about network quality accounted for 17.1%. In accordance with the relevant provisions of the Measures for Handling Complaints of Telecommunication Users, the complaint handling agencies at all levels have handled and mediated the complaints of telecommunication users, effectively safeguarding the legitimate rights and interests of telecommunication users.

Figure 1. Complaints about telecommunication services

(2) Complaints about Internet information services.

The Internet information service complaint platform received a total of 31,906 complaints from Internet users, up 51.6% from the previous month. Among them, there were 5,818 complaints about personal information protection, accounting for 18.2%; 13,083 complaints about service functions, accounting for 41.0%; There were 7087 complaints about enterprise complaint mechanism, accounting for 22.2%; There were 5,918 other complaints, accounting for 18.6%. In the first half of 2021, 10 enterprises, such as Fun Headline and Singing Bar, had a low timely rate of handling complaints on the Internet information service complaint platform. The Ministry of Industry and Information Technology has urged relevant Internet enterprises to speed up the timely rate of handling complaints (see Annex 3 for details).

Figure 2 Internet information service complaints

12321 Network Bad and Spam Reporting Acceptance Center (hereinafter referred to as 12321 Acceptance Center) received 43,334 valid complaints about bad mobile phone applications, up 2.88% from the previous month and down 2.48% from the same period last year. The 12321 Acceptance Center, together with the application store and security testing vendors, removed 21 bad mobile phone applications with problems.

Figure 3 Complaints about Bad Mobile Phone Applications

(3) Spam complaints.

The 12321 Reception Center received 84,826 complaints from users about harassing calls, up 36.7% from the previous month and down 49.0% from the same period last year. 30,609 complaints about spam messages were received, up 5.3% month-on-month and down 10.0% year-on-year. The Ministry of Industry and Information Technology has urged relevant telecommunications companies to check and dispose of the above-mentioned complained numbers.

Figure 4 Disturbing telephone complaints

Figure 5 Spam SMS Complaints

The 12321 Acceptance Center accepted 20,074 complaints about malicious bombing messages from users, up 7.3% from the previous month. Due to the lack of awareness and level of network security protection, the top 10 websites (apps) for malicious attacks by criminals using "SMS bombing platform" are Aauto Quicker Science and Technology, Gaotu Classroom, Baidu, Healthy Dongguan, Pinduoduo, Zhongan Insurance, New Oriental, Japanese Duty Free Bank, China Post and Good Future.

Figure 6 Complaints about malicious bombing SMS.

III. Supervision of Telecommunication Services

(1) Deepen the special rectification action of APP infringing on users’ rights and interests. Organized a technical inspection of 360,000 APPlications in domestic mainstream mobile app stores, and found that 569 apps had problems such as illegal collection and use of personal information and forced, frequent and excessive claims, publicly notified 291 apps that failed to complete rectification within the time limit, and removed 48 apps that refused to rectify.

(2) Carry out the rectification of the problem of harassment of users by APP pop-up information. Focus on the violations such as "the pop-up information logo is almost invisible, the close button is as small as an ant, the page camouflage is over the sea, and the click is induced to be dark". In the second quarter of 2021, the number of complaints and reports from users with pop-up information decreased by 50% month-on-month, and the problem of misleading users to click and jump to third-party pages decreased by 80% year-on-year.

(3) Strengthen supervision and law enforcement and credit supervision. Organize the communication administrations of all provinces (autonomous regions and municipalities) to strengthen supervision and law enforcement, and investigate and deal with 162 illegal telecommunications enterprises. Among them, for enterprises with port number transfer services, 16 rectification notices were issued and 30 interviews were reminded; For enterprises with spam problems, 6 rectification notices were issued and 24 interviews were reminded. Twenty-four enterprises were included in the list of bad telecommunication business management because of administrative punishment.

Fourth, management and consumption tips

(1) Relevant enterprises should further promote the "card-breaking action" in strict accordance with the relevant requirements of the Notice on Cleaning up and Rectifying Fraudulent Telephone Cards, Internet of Things Cards and Related Internet Accounts according to Law. Constantly optimize the early warning model, promote the refined management of the second certification and verification process of the number card, and earnestly safeguard the legitimate rights and interests of the broad masses of the people.

(II) Internet information service enterprises should constantly improve the complaint handling mechanism, unblock complaint channels, improve complaint handling efficiency, solve users’ reasonable demands and effectively improve the satisfaction of Internet users in accordance with the relevant requirements of Several Provisions on Regulating the Market Order of Internet Information Services (Order No.20 of the Ministry of Industry and Information Technology).

(3) In order to protect people’s property safety and legitimate rights and interests, the Ministry of Industry and Information Technology and the Ministry of Public Security jointly launched the 12381 fraud-related early warning and dissuasion SMS system. When users receive the 12381 fraud-related early warning and dissuasion SMS, it shows that users may face online fraud violations such as "loan", "rebate by swiping a bill", "impersonating the public security inspection law" and "killing pig dishes". Users should be vigilant, stop contacting fraudsters in time or stop paying funds.

Attachment:

1.2021 in the second quarter of the basic telecommunications enterprise user complaint classification statistics. doc 　 　

2. List of value-added telecom enterprises and mobile resale enterprises mainly involved in user complaints in the second quarter of 2021. doc 　　　

3. List of enterprises with low timely complaint handling rate of Internet information services in the first half of the year. wps

Ministry of Industry and Information Technology

September 6, 2021

attachmentone

Statistics on the classification of user complaints of basic telecommunications enterprises in the second quarter of 2021

Note: The number of complaints of basic telecom enterprises includes the complaints of users to the value-added telecom enterprises they cooperate with.

attachment2

attachmentthree　　

Timely rate of handling complaints about Internet information services in the first half of the yearLow list of enterprises