In 2021, complaints about out of school education and training increased by 43.4% year on year From China Consumer Association
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Yesterday, the China Consumer Association released the 2021 report on the protection of consumers’ rights and interests in the field of after-school education and training (hereinafter referred to as the report). The report points out that with the deepening of the standardized governance of the after-school education and training industry and the transformation and development of the after-school education and training industry, the protection of consumers’ rights and interests in the field of after-school education and training will face new problems, which need to be paid high attention.
The report says that the education reform in China has entered the deep water period. The intensive policy will lead the re education of the off campus education and training industry. In the process of industry reshuffling, the training institutions of the discipline category will be closed or transformed, but the postprocessing is not effective or even “run away”. On the other hand, some will be influenced by COVID-19. It is difficult for some non consumers to take advantage of the “false fees” and “false fees” to take advantage of the “false fees” and other factors, which lead to the problems of “getting rid of the legitimate rights and interests of consumers”.
At the same time, since the COVID-19, the off campus education and training industry has accelerated the online layout. The protection of consumers’ rights and interests involves new problems such as the qualification certification of online training institutions, the reasonable evaluation of training quality, the openness of training courses, and the protection of consumer information. It is also noteworthy that the integrated development of online after-school education and training and other industries has brought new problems, such as bundling sales, education loan supervision, online courses, hidden online games and so on.
According to the report, in 2021, under the impact of the policies of COVID-19 and the education and training industry outside the school, consumer rights protection in the field of education and training outside our country [black cat complaint] public opinion and consumer complaints showed an upward trend. In 2021, the National Consumer Association organized and accepted 80528 complaints about out of school education and training, with a year-on-year increase of 43.4%; Education and training institutions frequently run away and refund disputes have become one of the top ten public opinion hotspots of consumer rights protection in 2021. Complaint cases mainly focus on many contract disputes, difficult to solve after-sales problems, many means of false publicity and high risk of prepaid consumption. Among them, contracts are the main category of consumer complaints. In 2021, there were 35813 complaints about out of school education and training related to contracts, accounting for 44.47%, ranking first.
The China Consumer Association suggested that by combing the complaints, it was found that after-school education and training institutions often use format contracts to defend when facing consumers’ demands for refund, and there are many unfair contents to consumers in the terms, For example, unfair standard clauses such as “the company reserves the right of final interpretation”, “no refund once the agreement is signed”, “no responsibility for any safety accident during the training period” are hidden, or the contract contains other restrictions on refund, and consumers are not prompted in bold, black and other reasonable ways. Some out of school education and training institutions use consumers’ weak awareness of contracts, and even do not sign formal contracts with consumers, or salespeople sign contracts on behalf of consumers, or use the network to acquiesce in the content of consumers’ agreement.
The report believes that as an important supplement to the education and training system, there is still a strong consumer demand for out of school training. With the gradual implementation of relevant policies, the consumption risks associated with industry adjustment will be released one after another. Great attention should be paid to strengthening the protection of consumers’ rights and interests in out of school education and training.
The China Consumer Association suggests that, first, for out of school education and training, we should improve relevant legislation, define the nature of training institutions, establish and approve, education and teaching, use of teaching materials, charge supervision, service contracts, employees and legal responsibilities in the existing policies, and explore ways to improve and solidify the “Social Education Promotion Law” and promote its development standardization and legalization; Strengthen collaborative governance to ensure that various policies and measures for the implementation of the “double reduction” opinions are complete and effectively implemented; Further clarify the main body of supervision and its responsibilities, strengthen internal and external communication and coordination of the supervision system, enrich grass-roots law enforcement forces, and improve the legal literacy of law enforcement personnel; Establish a daily supervision and law enforcement mechanism, strengthen the research on the development law of the industry in addition to the periodic special rectification actions, and establish a long-term mechanism for risk monitoring, judgment, early warning and disposal; Strengthen the investigation and punishment of illegal acts of training institutions to ensure the safety of consumers’ prepaid funds; Give full play to the role of industry self-discipline, guide training institutions to reasonably price and standardize services, give full play to the role of consumer associations in legislation, social supervision, dispute mediation, public interest litigation, warning education and other responsibilities, give full play to the supervisory role of the news media, and jointly create a good consumption environment.
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