The China Consumer Complaints Service Platform endeavors to resolve consumption disputes between consumers and enterprises. By providing complaint channels, the platform assists consumers in safeguarding their legitimate rights and interests while offering enterprises opportunities to address issues. Users may submit complaints via the complaint APP or web portal. The process requires account registration followed by completion of a complaint form, including fields such as complained party(投诉对象), complaint demands(投诉要求), complaint title(投诉标题), and detailed complaint reasons(投诉事由). When drafting complaint content, users are advised to avoid derogatory or conclusory language and instead provide detailed descriptions using civil expressions. The platform has also introduced a collective complaint feature, enabling multiple consumers involved in the same dispute to participate efficiently based on the initiator's submission. This functionality streamlines the complaint process, establishes a "mutual assistance" channel, facilitates information sharing among participants, amplifies collective impact, and promotes more efficient enterprise resolution—ultimately enhancing the protection of consumers' legitimate rights and interests.

   CnOpenData presents the Online Consumer Complaint Text Data in China, comprising the Basic Information Table of Online Consumer Complaints and the Process Progress Table of Online Consumer Complaints. Characterized by real-time availability, objectivity, and impartiality, the dataset encompasses fields including complaint ID(投诉id), initiator/handling entity(发起人/处理主体), initiation time(发起时间), complaint content(投诉内容), complained party(投诉对象), complaint status(投诉状态), and claimed amount(涉诉金额), thereby facilitating relevant academic research.

Time Period

As of August 2024 (subject to updates as required)

Field Display

Sample Data

Basic Information Table of Online Consumer Complaints in China

Process Progress Table of Online Consumer Complaints in China

Relevant Literature

• Cai Weixing, Pu Yuqi, Li Haomin, 2024: "Customer First: A Study on the Fundamental Predictive Power of Consumer Online Complaints," Management World, No. 5.

Data Update Frequency

Monthly updates