The China Consumer Complaint Service Platform is dedicated to resolving consumer disputes between consumers and businesses. By providing complaint channels, the platform helps consumers safeguard their legitimate rights and interests while offering businesses opportunities to address issues. Users can file complaints through the complaint APP or web portal. The process involves account registration followed by completing a complaint form, including the complained party, complaint demands, complaint title, and detailed description of the complaint incident. When drafting complaints, users should avoid using insulting or definitive language and instead provide detailed descriptions using civil expressions. The platform has also launched a collective complaint feature: when multiple consumers encounter disputes in the same incident, one initiator can create a collective complaint, allowing others to quickly join based on the initiator's content. This feature simplifies the complaint process, provides a "mutual assistance" channel and platform, enables information sharing among participants, forms collective efforts to amplify complaint impact, and urges businesses to resolve complaints more efficiently, thereby better protecting consumers' legitimate rights and interests.

   CnOpenData has launched 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 data covers fields such as Complaint ID(投诉id), Initiator/Processing 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 Dispute Amount(涉诉金额), aiming to support relevant research.

Time Range

Up to August 2024

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 5.

Data Update Frequency

Monthly updates