According to Executive Yuan’s Department of Consumer Protection (hereinafter referred to as the DCP), the number of complaints and mediation cases in 2024 amounted to 77,293 cases in Taiwan, decreasing by 1,389 cases from 78,682 cases in 2023. In 2024, first-time complaints amounted to a total of 61,291 cases, accounting for almost 80% of all consumer complaint and mediation cases in Taiwan. The top five categories of consumer complaints were “Online Games,” “Shipping and Logistics,” “Food Products,” “Clothing, Leatherwear and Shoes,” and “Housing,” totaling 17,485 cases and accounting for approximately 29% of all first-time complaints.

Among the top five categories, the first four, namely, “Online Games,” “Shipping and Logistics,” “Food Products,” and “Clothing, Leatherwear and Shoes,” maintained the same ranking as the previous year. Except for the “Shipping and Logistics” category, which showed a 9.36% increase from the previous year, the other three categories all witnessed a decrease in the number of complaints. The “Online Games” category recorded the most significant decline in terms of case number. Given that complaints in this category amounted to 7,051 cases in the previous year, the DCP collaborated with the Ministry of Digital Affairs in 2024 to formulate countermeasures and strengthen public awareness campaigns. As a result, complaints in 2024 dropped to 4,463 cases, representing a decrease of 36.7%. In addition, the number of complaints in the fifth-ranked “Housing” category remained largely unchanged from the previous year, showing a slight increase of 0.3%.

To prevent consumer disputes, the DCP reminds operators and consumers to pay attention to the following matters:

I. Operators are required to strictly adhere to the “Mandatory and Prohibitory Provisions to Be Included in Standard Contracts for Online Game Connection Service,” and fully disclose important contract information such as winning odds and game management regulations. They must also optimize server connection quality to prevent service interruptions during games. Consumers are advised to avoid the use of unauthorized plug-ins for games, which may lead to disputes involving restrictions on gaming rights. 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.
II. Food delivery platforms represent an emerging consumer service in recent years. Common types of consumer complaints include non-delivery of meals or goods purchased on delivery platforms, order discrepancies, and issues with the platform's systems or member rights. Operators are recommended to establish standard operating procedures for food delivery and handle customer complaints properly. Before using delivery platform services, consumers should carefully read the relevant terms and conditions regarding rights and obligations, as well as the ordering and delivery procedures. It is advised to check and confirm the meals or goods upon receipt. In case of any doubts about contract fulfillment or membership rights, relevant records and evidence should be retained to facilitate the claim of rights.
III. In light of several restaurant food safety incidents in 2024, as well as consumer complaints of feeling unwell after consuming purchased food, operators should ensure compliance with relevant food safety and hygiene regulations and purchase product liability insurance in accordance with the law to safeguard consumer food safety. When purchasing food products, consumers should pay attention to whether the packaging is intact and the labels are complete. Special attention should be given to expiration dates and storage instructions. Consumption receipts should also be retained.
IV. Following the advancement of technology, there has been a year-by-year increase in the trend of consumers purchasing a variety of daily necessities online. According to the Ministry of Economic Affairs, the amount of online retail sales in 2024 amounted to TWD653.3 billion, representing a year-on-year increase of 2.65%. According to Article 19 of the Consumer Protection Act, consumers are generally entitled to a 7-day cooling-off period for online purchases, except where otherwise provided by law. Operators should comply with this provision. When shopping online, consumers should pay attention to the terms of service. In the case of defective goods, consumers may also assert their rights under the provisions of the Civil Code regarding liability for defective goods, in addition to the cooling-off period as stipulated in the Consumer Protection Act.
V. With respect to housing transactions, the Executive Yuan has approved the Mandatory and Prohibitory Provisions of Standard Contracts for “Pre-sale Housing”, “Readily Available Housing”, and “Rental Housing”. Regulations governing acceptance and inspection, building condition confirmation, warranty liability, maximum deposits for leases, maximum electricity charges, and repairs have been established. Operators should comply with these regulations, and consumers may assert their rights in accordance with the above regulations in the event of a dispute.

The DCP will request relevant competent authorities to continuously monitor changes in complaints regarding the goods or services provided by their respective industries, properly handle major consumer disputes, as well as strengthen management, audits, and improvements to relevant regulations.

To facilitate consumer complaints regarding individual disputes, the DCP has established an online complaint system (https://cpc.ey.gov.tw/en, click on “Complaining”). Consumers encountering relevant issues may also call the national consumer service hotline “1950” for consultation.