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Press Release

:::
2023 Top Five Consumer Complaint Categories

Date:2024-05-17
Source:Department of Consumer Protection

In 2023, private final consumption expenditure grew by approximately 8.41%, which is the largest jump for almost 30 years, amounting to TWD 11 trillion for the whole year, which is a historic high. With the growth in consumption, the number of complaints and mediation in 2023 amounted to 78,682 cases, increasing by 8,056 cases from 70,626 cases in 2022.
According to Executive Yuan’s Department of Consumer Protection (DCP), in 2023, first-time complaints amounted to 62,848 cases, accounting for almost 80% of all consumer complaint cases in Taiwan. The top five categories of consumer complaints were “Online Games,” “Shipping and Logistics” “Food Products,” “Clothing, Leatherwear and Shoes,” and “Cram Schools,” totaling 20,111 cases and accounting for 32% of all first-time complaints. Of which, online games topped the list for three consecutive years. Due to businesses selling expired food products and violating food safety regulations, food products ascended to the third place from the fourth last year. For cram schools, there were businesses going bankrupt unexpectedly, and therefore, the category jumped to the fifth place for the first time since 2018.
The DCP would like to remind consumers to pay attention to the following:
I. When playing an online game, consumers should get to know the management regulations of the game and the odds of winning in promotional events announced by the game developer. Apart from avoiding using illegal plugins, consumers are advised to choose games developed or distributed by domestically-registered companies to protect their own rights and interests.
II. When purchasing air tickets, apart from ensuring the passenger name in Chinese and English corresponds to the passport, consumers should also find out about the regulations on ticket cancellation, ticket change, baggage allowance, etc. stipulated by different airlines. If valuables are involved, consumers are advised to keep them safe in a carry-on luggage so as to protect their own rights and interests.
III. When using services offered by a food delivery platform, consumers should find out the food ordering process, payment method and delivery process. Following food ordering, the payment page should be screenshot and saved so that when a dispute arises, contact information of both parties are kept for the integrity of evidence. After the food ordered is received, consumers should check the order immediately. If the food received differs from the order, the consumers should inform the seller promptly to protect their own rights and interests.
IV. When purchasing food products, consumers are advised to choose products with unbroken packaging. The package label should clearly indicate the best before date and other information as prescribed by the central competent authority. Meanwhile, consumers should also retain the receipt of the purchase. In the event that the food emits strange odor or contains foreign objects, the remnant of the food product should also be retained for examination and evidence preservation purposes.
V. A landing page is common among social media or web portals, where it highlights terms of cash on delivery, prices lower than the market, seven-day cool-off period, limited time offer, and whether it provides contact number and address of the company. If a consumer has retrieved the package and made the payment, he or she should open and check the package as soon as possible. If the product does not meet expectation or contains a defect, but the consumer is unable to contact the seller or sender, he or she may make use of goods return and refund services or assistance provided by the courier or convenience store to avoid having his or her rights and interests violated.
VI. When shopping online, consumers are advised to find out about the reputation of the seller or platform, examine the related goods return information, and make use of third-party payment or escrow services to protect their own rights and interests, as well as avoiding disputes.
VII. When registering for cram schools, consumers are advised to select those that are legally approved. For example, if a cram school collects tuition fee for more than one month, it is required by law to provide a performance guarantee mechanism so as to protect consumer rights and interests.