According to the Executive Yuan’s Department of Consumer Protection (hereinafter referred to as the DCP), the number of complaints and mediation cases in 2025 amounted to 83,442 cases in Taiwan, increasing by 6,149 cases from 77,293 cases in 2024, up 7.96%. First-time complaints in 2025 totaled 65,991, accounting for nearly 80% of all complaints and mediation cases nationwide. The top five complaint types were " Fitness Center," "Online Games," "Food Products," " Transportation and Delivery Services," and "Clothing, Leatherwear and Shoes," totaling 19,554 cases, accounting for about 30% of the first-time complaints.
Among the top five categories, “Online Games,” “Food Products,” “Transportation and Delivery Services,” and “Clothing, Leatherwear and Shoes” entered the top-five spots for two consecutive years. Except for the “Food Products” category, which showed a 6.34% increase from the previous year, the other three categories all witnessed a decrease in the number of complaints. The most significant decrease was in the "Online Games" category, with a reduction of 15.51%. Given that this category ranked first in both 2023 and 2024, the DCP has been actively meeting with the Ministry of Digital Affairs (MODA) in recent years to discuss countermeasures and urge MODA to take various improvement measures, which will help reduce the number of disputes. In addition, the sudden closure of True Yoga Fitness in 2025 led to a surge of 3,332 complaints, bringing the “Fitness Centers” category into the top five consumer disputes.
The DCP reminds businesses and consumers to pay attention to the following:
I.To reduce consumer disputes related to fitness centers, operators are urged to strictly comply with the Mandatory and Prohibitory Provisions of Standard Contracts for Gyms (Fitness Centers), and the Mandatory and Prohibitory Provisions of Standard Contracts for Fitness Coaches, and to implement a performance guarantee mechanism. Consumers are advised to carefully review the terms and conditions before signing a contract, and to opt for monthly payment rather than lump-sum payment in advance. Furthermore, consumers are advised to also pay attention to whether the operator provides performance guarantees and prioritizes payment by credit card. If the operator closes down, consumers can request performance guarantee payment from financial institutions (such as applying for trust funds) and apply for credit card dispute settlement from the card issuing bank.
II.Amid the steady expansion of Taiwan's gaming industry, to steadily reduce online game-related consumer disputes and improve the quality of gaming services, service providers are urged to strictly comply with the Mandatory and Prohibitory Provisions of Standard Contracts for Online Game Connection Service, fully disclose information on chances of winning prizes and game management rules, optimize customer service mechanisms, improve the quality of game server connection services, and properly handle account bans and suspensions. Consumers are advised to familiarize themselves with the game management rules issued by the operators before participating in online games, and avoid using unauthorized plug-ins for games. Consumers are also recommended to give priority to online games published or distributed by domestic companies to receive appropriate assistance in the event of consumer disputes.
III.Food hygiene, safety, and quality are crucial to consumer health. Food businesses are urged to strictly comply with the relevant regulations of the Act Governing Food Safety and Sanitation, implement Regulations on Good Hygiene Practice (GHP) for Food, and purchase product liability insurance in accordance with the law. Consumers are advised to pay attention to the product's origin and whether the labeling is clear and unambiguous, whether the packaging is intact, and to keep proof of purchase.
IV.Given that the main types of consumer disputes related to Transportation and Delivery Services concer the rights and interests of delivery platform members and fee collection, operators are requested to ensure full disclosure of consumer information, provide convenient avenues for consumers to file complaints, and properly handle consumer disputes. Consumers are advised to carefully read the terms of service before using a delivery platform to understand important information such as the price of the goods, service fees, or delivery fees. When placing an order, consumers are advised to prioritize cash on delivery as the payment method. After receiving the food or goods, consumers should examine and verify them, and keep relevant evidence such as photos or videos to help assert their rights.
V.Since most consumer disputes concerning Clothing, Leatherwear and Shoes arise from online shopping, operators are reminded to strictly comply with Article 19 of the Consumer Protection Act in distance sales, and ensure the truthfulness and fulfillment of advertising content. Except for legitimate exceptions, consumers generally have the right to terminate the contract within seven days. Consumers are advised to use reputable online shopping websites and make good use of third-party payment or online shopping platform payment escrow mechanisms. Upon receiving the package, open and inspect the contents as soon as possible to promptly assert their rights.
The DCP will request all agencies-in-charge to strengthen management, inspection and guidance of goods or services provided by businesses under their jurisdiction, to ensure that businesses comply with the law and to continuously improve relevant regulations. The DCP will also pay attention to fluctuations in the number of complaints and handle major consumer disputes appropriately. Consumers who encounter consumer disputes can file an online complaint on the website of the Consumer Protection Committee, Executive Yuan (URL: https://cpc.ey.gov.tw (click "Complaining")) or at the consumer service centers of the local governments to protect their consumer rights.