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China Briefings

Reports on China issued by Samsung Economic Research Institute

Consumer Complaints in China and Corporate Response

Consumer Complaints in China and Corporate Response

Samsung Economic Research Institute Beijing Office

Sept. 4, 2009

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1. Introduction

□ Consumer disputes in China are increasingly turning into social issues, requiring companies to be more careful in their business relationships.

•  The number of consumer disputes is climbing every year in tandem with rapid growth in the economy and consumption.

•  According to the consumer rights protection law, China Consumers' Association (CCA) handles an average of 1,900 consumer complaints a day and 700,000 complaints a year.

•  The number of unreported complaints is estimated to be higher than those recorded.

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