Recovering losses of 4.35 billion yuan! State Administration for Market Regulation releases 2025 consumer rights protection data

Today (the 15th), the State Administration for Market Regulation learned that in 2025, market regulation departments across the country handled a total of 43.866 million consumer complaints, reports, and inquiries through the 12315 platform, phone calls, and other channels. They recovered 4.35 billion yuan in economic losses for consumers, effectively protecting consumers’ legal rights and interests. The Administration introduced that consumer complaints and reports in 2025 showed the following characteristics: consumer complaints exceeded 20 million for the first time, with issues related to after-sales service and contracts being prominent. Online shopping demands showed new trends, with economic losses recovered exceeding 1 billion yuan. Demand for food delivery fluctuated significantly, and industry competition needs to return to rationality. The “charging anxiety” demand is rising, and service experience needs urgent improvement. Jewelry consumption upgraded, with gold and jade becoming core areas of demand. Smart consumption is rapidly emerging, but there is a disconnect between functional promotion and user perception. (CCTV News)