Consumer Complaints Research Articles

Институт финансового уполномоченного как механизм разрешения споров на финансовом рынке

The article is devoted to the specifics of the activities of the Institute of financial commissioner in the aspect of dispute resolution in the financial market. The author analyzes statistical data reflecting quantitative indicators of consideration by the financial commissioner of consumer complaints against financial organizations in the context of individual segments of the financial market (insurance, consumer lending, microfinance, pawnshops and non-governmental pension funds). Indicators characterizing the institution of the financial commissioner as an effective mechanism for resolving disputes between consumers and financial organizations, capable of improving the efficiency of functioning of various segments of the financial market, are given. Particular atten-tion is paid to the issues of further development of the institution of the financial commissioner by expanding its competence in the consumer credit and securities markets. In this direction the possibility of empowering the financial commissioner with powers in the field of mediation, to consider the claims of credit institutions to citi-zens, guarantors of borrowers to credit institutions, retail investors to brokers is analyzed.

Analysis of Malaysian Competition Law and Policies in the E-Commerce Platforms Market

The current competition law framework in Malaysia is found in the Competition Act 2010 and Competition Commission Act 2010, supplemented by various Malaysia Competition Commission Guidelines. An analysis of the e-commerce platforms market would demonstrate the creation of complex conglomerate ecosystems surrounding a few incumbent platforms that are resistant to conventional monocentric competition laws and policies focusing on price. Consumer complaints suggest the presence of unfair, exclusionary, and exploitative practices that affect various parties in the multi-sided e-commerce platforms that depend on the platform's infrastructure. This research seeks to identify the e-commerce platforms market ecosystem in Malaysia and analyse the regulatory framework governing market competition and safeguarding consumer protection in the e-commerce platforms market in Malaysia with references to notable competition cases and trending consumer complaints. Crucially, it aims to compare the Malaysian competition laws and policies against the Digital Markets Act and the Digital Services Act of the European Union in the context of the digital market, and employs doctrinal research, wherein the primary data is obtained through systematic content analysis of relevant reports and articles. Malaysian competition laws and policies have potential weaknesses that can be strengthened to safeguard consumer protection in the e-commerce platforms market. Article Details How to Cite

Consumer Complaints in Nursing Homes: Analyzing Substantiated Single-Allegation Complaints to Deficiency Citations

ABSTRACT Complaints provide important information to consumers about nursing homes (NHs), but how substantiated complaints map onto deficiency citations is unknown. The purpose of this study is to understand the relationship between substantiated complaints and deficiency citations. Federally collected NH complaint and inspection records were obtained to identify all single allegation, substantiated complaints for NHs across the U.S. in 2017. Overall, the 369 complaint allegations in our sample resulted in a total of 585 deficiencies at the inspection stage; however, 35.2% of the allegations led to no deficiencies. Nearly two-thirds of the 369 substantiated single allegation complaints were categorized at the intake stage as quality of care (31.7%), resident abuse (17.3%), or resident neglect (14.1%). Further, 18% of the inspection deficiencies originated with complaint allegations that were prioritized as immediate jeopardy at intake, but of these, 71.4% were determined upon inspection to constitute “no actual harm with potential for more than minimal harm.” These results provide evidence that complaints have the potential to provide unique valuable information on NH quality of care and draw regulatory attention to consumers’ concerns. Future studies should include qualitative research concerning complaint processes by conducting interviews/surveys of complainants, NH staff/administrators, long-term care ombudsmen, and state officials.

Chemical and microbiological safety of drinking water in distribution networks made of plastic pipes

AbstractIn recent years, metal alloys used for drinking water distribution are gradually being replaced by PVC and HDPE pipes. In areas of distribution networks made of plastic, consumer complaints related to a significant deterioration of organoleptic parameters of water are frequently recorded. The decline in water quality is most likely the result of chemical and biological processes occurring on the inner walls of the transmission pipes coexisting with the disappearance of disinfectant residues. Plastic pipes are also characterized by high failure rates associated with aging of polymeric materials under operating conditions. Published reports indicate disturbing phenomena occurring in plastic pipes: oxidative aging of polymers, degradation of antioxidant coatings, release of organic compounds to water as well as surface damage and scaling, generating microplastic particles. PE and PVC networks are also susceptible to biofilm formation, characterized by a high phylogenetic diversity of microorganisms. Studies presented in the literature, indicating the risks resulting from the exploitation of PE and PVC pipes, are mainly based on model tests. There is a lack of works, which would complementarily explain all the phenomena occurring in working water pipes made of plastics. The aim of this review is to present the current state of knowledge regarding the phenomena and processes that can occur in PE and PVC pipes in service and their relevance to the safety and quality of drinking water in distribution networks, as well as to identify areas that require further analysis to enable water producers to deliver an appropriately high‐quality product to consumers.This article is categorized under: Engineering Water > Water, Health, and Sanitation Science of Water > Water Quality Water and Life > Conservation, Management, and Awareness

Imposition of Criminal Sanctions in Online Loan Collection Activities Related to Theft of Personal Data

Globalization is growing rapidly affecting existing technology making many conveniences for society. bring positive and negative impacts in society. Slowly all forms of activity that were previously carried out manually are changing technology. This is also used by startup companies engaged in the fintech peer 2 peer lending or Pinjol business. consumer and public complaints about the theft of personal data on consumer loans, illegal access to consumer phone contact numbers, and also billing with threats and sexual harassment through social media belonging to consumers and relatives and families of consumer loans. Moreover, there are many illegal loan companies that trap their victims with high-interest loans that borrowers are unable to repay. This research uses a prescriptive legal method and examines law as a norm with misconceptions about legal protection. Secondary data becomes the main data. The specifications used are descriptive specifications. Theft of personal data with the aim of making threats and damaging a person's dignity is a crime that needs to be anticipated by Indonesian law.

PERAN MARKETPLACE DALAM MEMBERIKAN PERLINDUNGAN TERHADAP KONSUMEN MENURUT UNDANG-UNDANG PERLINDUNGAN KONSUMEN

The Consumer Protection Law mandates that consumers must be protected both before using the product and after using the product. In protecting themselves, consumers have limits, therefore the role of the marketplace as a business actor is needed in online buying and selling because the marketplace is a service provider or platform that facilitates sellers and consumers in transactions. What is the role of the marketplace in providing protection to consumers according to the Consumer Protection Law in Indonesia? Using normative research methods, it was found that in Law Number 8 of 1999 concerning Consumer Protection, Articles 6 to Article 27 explain the responsibilities of business actors towards consumers, as business actors are marketplaces (platform service providers) can make policies towards sellers without offering merchandise prohibited by UUPK on its platform. Marketplaces can provide consumer complaint facilities on their platforms so that consumers can choose trustworthy sellers and avoid rogue sellers.

How can regulators affect corporate social responsibility? Evidence from regulatory disclosures of consumer complaints in the U.S.

Regulators are increasingly seeking ways to incentivize firms to improve corporate social responsibility (CSR) while minimizing criticism of direct interventions in firm behavior. This study takes advantage of two exogenous regulatory shocks initiated by the Consumer Financial Protection Bureau (CFPB) in the US. In 2011, the CFPB enabled the private filing of consumer complaints against financial firms, and in 2013, these complaints were publicly disclosed. Our findings reveal a positive association between consumer complaints and subsequent CSR performance of the targeted financial firms (referred to as focal firms). Notably, this association becomes significant only after the public disclosure of complaints. Furthermore, we observe a spillover effect on the CSR performance of non-focal firms operating in the same area as the focal firms. Collectively, these findings suggest that mandatory disclosure of consumer complaints is one effective regulatory strategy to motivate both focal and non-focal firms to enhance their CSR performance.

Foodborne Illness Complaint Systems Detect, and Restaurant Inspection Programs Prevent Restaurant-Associated Foodborne Illness Outbreaks.

Restaurants are important settings for foodborne illness transmission. Environmental health agencies routinely inspect restaurants to assess compliance with food safety regulations. They also evaluate foodborne illness complaints from consumers to detect potential outbreaks of foodborne illness. Local environmental health agencies were surveyed to identify methods used to conduct surveillance for consumer complaints of foodborne illness, link them to inspection grading and disclosure practices, and evaluate the association between these practices and the number of foodborne illness outbreaks in restaurant settings reported to the Centers for Disease Control and Prevention. We developed a novel framework for assessing the effectiveness of restaurant inspection grading and disclosure of inspection results while accounting for any biases introduced by surveillance factors that affect outbreak detection. Our findings showed the importance of routine restaurant inspection grading and disclosure practices as prevention measures and having a centralized database to manage consumer complaints as a useful surveillance tool for detecting outbreaks. Improving consumer complaint system structure and management can bolster outbreak detection and maximize limited public health resources while increasing the efficiency of complaint-based surveillance.

PERAN OJK DALAM PERLINDUNGAN KONSUMEN PERBANKAN SYARIAH PERSPEKTIF EKONOMI ISLAM

The Financial Services Authority is an independent institution and free from interference from other parties that have functions, duties, authorities as regulation, supervision, and protection. The consumer protection function of the Financial Services Authority is contained in the Financial Services Authority Regulation Number 1 / POJK.07 / 2013 concerning Consumer Protection in the Financial Services Sector, Financial Services Authority Regulation Number 1 / POJK.07 / 2014 concerning Alternative Dispute Resolution Institutions, as well as Consumer Service and Complaint Resolution to Financial Service Institutions contained in the Financial Services Authority Circular Letter Number 2 / SEOJK.07 / 2014. The purpose of this study is to describe the form of implementation of consumer protection based on an Islamic economic perspective carried out by the Financial Services Authority of the Special Region of Yogyakarta (DIY) in handling consumer complaints in the Islamic banking sector. Research methods are qualitative methods through interviews, observation, and documentation. From the research, it is known that the Implementation of the Financial Services Authority in Consumer Protection in the Sharia Banking Sector has been well implemented in accordance with applicable laws and regulations and the application of principles in accordance with consumer protection in an Islamic economic perspective according to Alimin's theory.

A protective buffer or a double-edged sword? Investigating the effect of “parasocial guanxi” on consumers’ complaint intention in live streaming commerce

The buyer-seller relationship in live streaming commerce is crucial especially in service failure situations, yet it has been underexplored. In this paper, we reconceptualized the relationship between consumers and sellers in live streaming commerce as “parasocial guanxi”, which consists of ganqing (emotional attachment), xinren (trust) and reciprocal value. The effects of parasocial guanxi on consumer dissatisfaction and complaint intention in service failure situations were further investigated based on the expectation confirmation theory. Our study involved 425 valid questionnaires and employed the partial least squares structural equation method (PLS-SEM). The findings are mixed: on one side, parasocial guanxi acts as a buffer, mitigating dissatisfaction and complaint intention in the face of product or service problems and reducing the impact of disconfirmation on consumer dissatisfaction. On the other side, it may also increase the likelihood of dissatisfied consumers complaining. Furthermore, the buffering effect weakens as consumers make more frequent purchases. The findings have important theoretical and practical implications for understanding the buyer-seller relationship in live streaming commerce.

Consumer protection institutions strengthening in the digitalization era

Consumer protection laws have been in effect in Indonesia for 23 years, but consumer complaints seem to never end and even tend to increase. According to National Consumer Protection Agency (BPKN) complaint data, the three sectors with the most consumer complaints in the last five years have been financial services, e-commerce, and housing, as well as health services, transportation, telecommunications, food and beverage, cosmetics, and household gas electricity. Business transactions and dispute resolution are affected by information and technology improvements. Since the disruptive transaction system has transitioned from manual transaction patterns in traditional markets to digital transactions in online marketplaces, institutional strengthening of consumer protection is urgently needed. Strengthening consumer protection institutions is a genuine problem in the context of future consumer protection laws. Economic policy is measured not only by increasing output but also by increasing public consumption as a result of consumer confidence in the goods and/or services available on the market, which ultimately drives the rate of productivity growth to realize the welfare of Indonesian consumers. The importance of strengthening consumer protection institutions as a form of development and certainty of legal protection for consumers to realize consumer empowerment both individually and communally, as well as business actor compliance as an internal form of good corporate governance in consumer-centric change management governance.

LEGAL PROTECTION FOR CONSUMERS DUE TO EXPIRED FOOD PRODUCTS BASED ON LAW NO. 8 OF 1999 CONCERNING CONSUMER PROTECTION

This research is aimed at answering questions about the government's role in protecting consumers. to food products, and the responsibility of producers to consumers in handling consumer complaints related to food products that are not suitable. This is a qualitative research with a normative legal research approach, namely library law research. The procedure in this study was carried out by selecting themes, exploring information, determining research directions, collecting data sources, presenting data, and compiling research reports. Meanwhile, this study used qualitative data analysis techniques based on literature data about research variables. The results of this study indicate that the government's role in protecting consumers against food and beverage products that have expired is to develop consumer protection in Indonesia and to implement law enforcement on applicable laws and regulations.A form of consumer protection provided by the government as a protector of the consumer community and also as a coach for business actors. While the handling of consumer complaints related to the circulation of expired food products is carried out by the Food and Drug Monitoring Agency (BPOM) by opening a service unit that accommodates all consumer complaints.

Pragmatic Functions of Move Structures in Online Chinese Hotel Complaint Responses

The paper employs genre analysis to investigate the pragmatic functions of complaint responses of five-star hotels in China. The study first summarizes the move structures of complaint responses at the macro level and then explores the realization process of the main moves on the communicative purpose. Based on previous studies and data analysis, there are four moves and fourteen sub-moves in complaint responses. Grounding the theoretical framework of rapport management, the study identifies the relation-oriented, task-oriented, and promotion-oriented functions of moves in Chinese hotel complaint responses. Besides, this paper compares the differences between various functions to summarize the response strategies suitable for Chinese hotels. Overall, the present study sets up a more comprehensive move framework of online business complaint responses, which can help to strengthen the interpretation of consumer complaints and provide references for enhancing customer satisfaction and maintaining a harmonious relationship with customers.

Biomarkers of postharvest resilience: unveiling the role of abscisic acid in table grapes during cold storage.

Table grapes are considered non-climacteric fruit, not showing a rapid increase in respiration rate and ethylene production during ripening. Previous research has suggested that abscisic acid (ABA) may have a more crucial role in grape postharvest behaviour. This study aimed to identify biomarkers of postharvest resilience and flavour life of imported table grapes. An experiment was designed to determine i) the role of ABA and catabolites on grape berry senescence; ii) the spatial distribution of these hormones within the grape berry, and iii) the effect of 1-MCP and storage temperature on its postharvest quality. Hence, the use of an ethylene inhibitor, 1-methylcyclopropane (1-MCP), during table grape storage was investigated. Table grapes (Vitis vinifera L.) cv. 'Krissy' were subjected to i) control (untreated); and ii) 1-MCP (1 µL L-1; 12 hours; 15°C) and stored under two scenarios: i) 15 days at 0.5°C, followed by five days at 5.5°C to simulate shelf-life; and ii) 20 days at 5.5°C to simulate a higher storage temperature followed by shelf-life. Physiological (i.e. mould incidence, skin colour, firmness, respiration rate) and biochemical analysis (i.e. individual sugars, organic acids, abscisic acid and catabolites) were performed. Grapes subjected to 5.5°C showed significantly higher mould incidence at the end of the shelf-life compared to 0.5°C storage temperature (12.6% vs. 3.1%). Also, and for the first time, the spatial distribution of ABA during the senescence of table grapes was profiled; the distal section had three times more ABA and metabolites than the proximal. We demonstrated that senescence processes were initiated after a significant increase in respiration rate (from 1 to 2.8 mL CO2 kg-1 h-1), and that ABA could be considered a biomarker for table grapes senescence, since an ABA peak preceded the increase in respiration rate, mould incidence, organic acids, and sucrose hydrolysis during postharvest storage; and coincided with a decrease in berry firmness. These findings are of significant importance for the industry as understanding how ABA regulates both senescence processes and quality changes during postharvest cold storage of tables grapes can improve the consistency and reduce waste and consumer complaints.

Gluten-Free Product Recalls and Their Impact on Consumer Trust.

The range of gluten-free food products available to consumers is steadily expanding. In recent years, recalls of food products have highlighted the importance of accurate labeling of food products for the presence of wheat, other gluten-containing cereals, or gluten itself as refined ingredient. The purpose of this study was to gain more insights into recent food recalls related to undeclared gluten/wheat contamination and consumer experiences with these recalls. Recalls of products triggered by gluten contamination are relatively scarce and are not often triggered by a consumer complaint. The impact of these recalls on consumer trust was evaluated through an online survey that was distributed among supporters of Celiac Canada (CCA) and covered (i) strategies to adhere to a gluten-free diet, (ii) experiences with gluten-free recalls and their impact on consumer trust, and (iii) demographic information. Consumer concern regarding gluten-free product recalls is significant, but the concern regarding recalls is not heightened after experiencing a recall. Companies pursuing transparency in the process, identification of the source of contamination, and mitigation strategies going forward are likely to retain consumer trust in their product and brand. Based on the survey results, further efforts focusing on consumer education regarding interpreting nutrient labels, identifying sources of information on product recalls, and understanding procedures to follow upon suspected gluten contamination of a gluten-free product are recommended.

CRM in handling Complaint: the Use of Consumer feedback Column in Raising Consumer Trust and Intention To Buy

The result states Citrus Hill Farm. perform a Customer Relationship Management (CRM) strategy in handling complaints through a customer data collection process, customer data analysis, data collection on complaints that can be detrimental. From the consumer's point of view, in-depth interviews were conducted with (1) product evaluation, (2) the price of submitting a complaint,(3) speed of handling complaints, (4) level of consumer satisfaction after filing a complaint. complaint. The results show that Citrus Hill maintains and increases consumer trust by using a Customer Relationship Management (CRM) strategy and handling any complaints quickly. Citrus Hill has product advantages in the form of plant seeds and other agricultural products as well as the ease of purchasing goods online. In terms of handling consumer complaints, Citrus Hill handles them quickly and satisfactorily so as to increase trust and purchase of Citrus Hill products

Whose financial grievances go unobserved?

Financial inclusion around the world is developing rapidly and reaching 76% of the world’s population. However, the gap between access to formal financial products and the long-term use of them remains. We present the results of a first representative telephone survey in India, which explores a major friction that creates this gap: Redressing consumer complaints. Consumer complaints behaviour is product-invariant. Conditional on a grievance, vulnerable consumer groups such as the poor and low-educated are significantly less likely to complain owing to lack of procedural knowledge and belief that resolution is unlikely. They go unobserved in the official data. At the minimum, policy steps to address this friction will require a large-scale overhaul of the current grievance redress framework to be consumer-focused and stop assuming consumers have the education, means and faith to resolve their complaints.

Consumer Complaint Satisfaction and Customer Retention: A Study of Complaint Satisfaction in Electronic Industry

The aim of this article is to understand consumer complaint satisfaction in the electronics industry. The focus has been placed on consumers of household electronic items who have complained to the company due to one of several reasons (e.g., technical glitch, malfunction, and defect). The various factors responsible for complaint satisfaction have been determined through literature reviews and primary surveys (questionnaires). The three kinds of justice dimensions of organizational behavior (Procedural, Interactional and Distributive) have been incorporated into the model to measure a company’s response to any complaint. The data of 595 consumers of Delhi-National Capital Region (NCR) (India) have been collected and analysed using smartPLS 2.0. software. The findings of the study reveal that the process of handling customer complaints affects customer satisfaction and retention rate. Customer who have good experiences during the complaint-handling process, exert positive word of mouth (WOM) and those who have bad experiences during the complaint-handling process exert negative WOM. To study the relationship between complaint satisfaction level, consumers repurchase intention and WOM intention a complaint satisfaction model has been constructed.

Alternative Dispute System in India: An overview

Alternative Dispute Resolution is a kind of technique which acts as a means to resolve the issues between two parties outside the ordinary law courts. The current Judicial System is extremely expensive and delaying. The parties to a dispute have to wait for Justice for years. This lengthy and expensive process of litigation has reduced the faith of common people in the Judicial System being followed by the Courts. Alternative remedies provide cheap and speedy Justice and that is the reason that ADR mechanism is being preferred by the disputing parties for the resolution of their disputes. The approach of judges, lawyers and parties all over the world is changing in favour of adoption of ADR instead of Court litigation. Arbitral institutions provide ADR services for quicker, less costly and consensual resolution of civil disputes outside the crowded court system. ADR promotes communication between the parties and enables them to solve their actual concerns behind the disputes. Many disputes like consumer complaints, family disputes, construction disputes, business disputes can be effectively resolved through ADR. It can be used in almost every kind of dispute which can be filed in a court as a civil dispute. When a civil suit is filed in a court of law, a formal process takes place, which is operated by advocates and managed by the court and the parties are then left to wait for the orders of the Court. The outcome of the case is uncertain. After the decision of the case there can be an appeal or other proceedings which may delay the implementation of the decision of the case.

Telecom industry grievance redressal system: a study of ombudsman approach in selected countries

PurposeThis study aims to explore the telecom regulations and telecom reforms of different countries in the context of consumer complaints and grievance handling. The telecom dispute resolution mechanisms of countries such as Australia, the USA, the UK and India are studied. This qualitative research is carried out for the three major telecom markets: Australia, the USA and India.Design/methodology/approachHere, research is conducted in two stages. In the first stage, the telecom policies of the major telecom markets, their ombudsman policies and consumer grievance redressal mechanisms are studied. In the second stage, the qualitative analysis of the three telecom markets, Australia, the USA and India, is conducted through in-depth interviews, the questionnaire method for telecom customers and secondary research.FindingsTelecom customer satisfaction is significantly higher in countries with the telecom ombudsman as a system of telecom governance redressal. This study dedicates significant importance to the distinctiveness of the grievance resolution systems in different countries and suggests recommendations for improving the mechanisms. The recommendations given in the research study emerge as the output of interviewing telecom experts, academicians and researchers and court judges.Research limitations/implicationsThis study has partial limitations as primary research was carried out only in selected countries with limited participants.Practical implicationsThis study is useful for policymakers, regulators and think tanks in the telecommunications sector.Social implicationsThe resolution of individual customer grievances is significant to the telecom industry and all participants. A well-oiled grievance redressal system enhances the trust among the service users and aids in the industry’s growth. Further practical assessment of redressal offered by different telecom operators can be used for benchmarking, and it can create an onus on telecom operators for timely and adequate redressal of consumer complaints. In certain countries with a well-developed alternate dispute resolution (ADR) mechanism, the service offerings of telecom operators and the quality of services are deemed to be better than those without such an ADR. The research aims to bring in the positives of ADR systems from specific telecom markets and suggest the effectiveness of such ADR for countries such as India, which has over 1.17billion active subscribers. This research aims to aid responsive communication with telecom consumers in the overall telecom industry, which can bolster telecom consumers’ confidence and help the industry grow sustainably. Discussing perspectives on telecom dispute resolution in various conferences and discussing use-cases of innovative dispute settlements can act as stimuli in this space. As ADR procedures are conducted in the shadow of the law, a dispute resolution framework must have a buy-in from the government, telecom experts, the judiciary and private telecom stakeholders. This can only help achieve a framework that can reap the benefits of various ADR/ODR processes facilitating better access to justice, including cost-effectiveness, swiftness, a broader reach for dispute resolution and improved efficiency of dispute resolution.Originality/valuePrevious studies have focused on the study of telecom reforms and mechanisms in a particular country and there was a limited comparison with other countries’ mechanisms. Also, there has been minimal research in this area in recent years. This paper contributes to analyzing the effectiveness of the telecom ombudsman framework in Australia, the USA, the UK and India. It also studies the reforms and consumer grievance-handling mechanisms in a few other countries. It also gives well-researched recommendations for improving the consumer grievance resolution system.