1. Communications and Peripheral Products (such as mobile phones and peripheral devices)
In 2015, there were a total of 2,726 cases under this category of consumer complaints (with 2,330 in 2014), the main reasons for the complaints being: cell phone malfunctions, maintenance problems, and APP products that gave rise to consumer disputes. The Department of Consumer Protection (DCP)　under the Executive Yuan has already convened a meeting to study and discuss how to handle consumer disputes and the standard contract terms and conditions concerning the communication software LINE. The Ministry of Economic Affairs (MOEA) was asked to deliberate on and amend the relevant mandatory and prohibitory provisions of standard contracts, and the DCP also recommended that the company upgrade its service quality management as well as dispute resolution mechanisms.
2. Telecommunication Services
In 2015, there were a total of 2,632 cases under this category of consumer complaints (with 3,254 in 2014), the main reasons for the complaints being: poor cell phone reception quality, contract refund difficulties, and inappropriate marketing practices. The DCP has already invited the National Communications Commission (NCC) and related business operators to discuss how reducing the number of cases concerning such disputes. The aim here is to strengthen the dispute resolution system and decrease circumstances that lead to inappropriate marketing practices in regard to oft-seen patterns of telecommunications consumer disputes.
3. Cram Schools
In 2015, there were a total of 1,804 cases under this category of consumer complaints (with 2,032 in 2014), the main reasons for the complaints being problems with tuition refunds. The DCP has already held a meeting during which the Ministry of Education was asked to strengthen their supervision in this regard as well as their investigations of operators’ disclosure of consumer information, in accordance with the regulations governing the “Mandatory and Prohibitory Provisions of Standard Contracts Used in Short-term Tutorial Education Services.”
In the face of the top five cases of consumer complaints during the past two consecutive years in the categories of communications and peripheral products, telecommunications, and cram schools, in order to effectively protect the rights and interests of consumers, the 45th Meeting of the Consumer Protection Committee (CPC) under the Executive Yuan, resolved to request the various competent authorities to supervise the reliability of law enforcement by local government, and to follow up on whether improvements over those relative more consumer complaint cases concerning goods and services by business operators are actually bearing fruit.
In conclusion, the DCP reminds consumers to first inspect what it is that they are about to buy as well as to gain an understanding of the relevant contract and other information concerning the goods and services on sale. In the event a consumer dispute occurs, consumers can dial the 1950 consumer service hotline, or they can file a complaint at any local government consumer services center, or consumers can go to the online site for the Consumer Protection Committee (CPC) under the Executive Yuan（http://cpc.ey.gov.tw）to file a complaint in an effort to safeguard their interests.