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China logs nearly 1 million consumer complaints in H1, with AI services a growing concern_我的网站

一 |     “以前楼道的灯坏了好久都没人修，现在一个电话，物业的人就马上过来修好了。”在桐庐县桐君街道康乐小区，居民沈静指着楼道里新换的感应灯，言语中满是感慨。    (ECNS) -- Consumer associations across China handled 985,928 complaints in the first half of 2026, down 1.01% from a year earlier. Of these, resolving 567,926 cases, helping consumers recover 447 million yuan ($66.2 million), the China Consumers Association said Wednesday.    Complaints involving AI customer service increased as businesses expanded its use in product inquiries, fee explanations, marketing and after-sales support. Consumers reported misleading promises, difficulty reaching human agents and inaccurate AI-generated information.    Secondhand trading platforms also remained a major source of disputes, with complaints involving counterfeit or refurbished goods, missing accessories and undisclosed defects.    Complaints about online lending and other consumer finance services remained high, particularly over automatic charges made without clear consent. Some consumers said they were repeatedly charged membership or value-added service fees they had not authorized.                        。这盏灯，照亮的不仅是回家路，更照出了一场关于老旧小区治理的深刻变革。8月21日，浙江省推进老旧小区物业服务提质增效暨片区化物业服务模式改革现场会在桐庐召开。全省各地的行业主管部门负责人、行业协会代表齐聚这里，目光聚焦在同一个问题上：老旧小区物业服务这块“硬骨头”，桐庐究竟是怎么啃下来的？说到底，靠的就是“大物业”管理一体化改革。桐庐的做法是，把整个社区当作一个“大小区”来管理。绿化修剪、管道疏通、路灯维修等市政力量，也从“围墙外”走进了“围墙内”，规模化运营不仅降低了成本，也让专业服务触手可及。更让居民感到贴心的是，水电燃气安全排查成了常态，高龄独居老人家中每月都有师傅上门检查线路，家政保洁、家电维修等增值项目也陆续推出。改革试点区域的群众满意度，攀升到了98%。服务的贴心，也让居民的信任一点点建立起来。如今，桐君街道的10名物业“大管家”还兼任了社区共治委员，他们既是服务者，也是民情“探头”。邻里纠纷、飞线充电隐患、独居老人异常情况，过去需要社区干部兜兜转转解决的事，如今在物业层面就能“哨响人到”，基层治理的触角真正延伸到了“末梢”。当天下午举行的交流会议上，桐庐县、宁波市、温州市等地先后作了工作交流，把这些鲜活的经验带回去，因地制宜地落地转化。

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Published on:14:22:11