Protecting consumer rights and solving problems for laundry businesses
Release Time:
2017-03-16 16:31
Source:
China Laundry Information Center
-- China Laundry Committee Holds 3.15 Laundry Service Quality Consultation Public Welfare Event
On March 15, the Laundry Professional Committee of the China General Chamber of Commerce cooperated with "International Consumer Rights Day" to carry out the "3.15 Laundry Service Quality Consultation Day" public welfare event. During the event, experts from the China Laundry Committee provided free identification of causes for laundry service quality issues to consumers and operators, and mediated service disputes. Editors from the "China Laundry" journal conducted on-site interviews about the event, first interviewing Feng Jinna, Deputy Secretary-General of the China Laundry Committee, who was responsible for the event.
Editor: Secretary-General Feng, how was the "3.15 Laundry Service Quality Consultation Day" public welfare event organized by the China Laundry Committee designed?
Feng Jinna: This event was hosted by the China Laundry Committee and co-organized by the Beijing Laundry Association. During the preparation period, we widely collected difficult cases encountered by laundry enterprises, carefully selected representative garments and some garments involved in disputes between operators and consumers for on-site identification and consultation. Colleagues also received consultations and complaints on site. The expert group present today was composed of Director Wang Xueren of the Laundry Industry Expert Committee and experienced experts such as Jia Runze, Jiang Xiling, Wang Shouming, and Ma Ning.
Editor: What do you think are the main reasons why it is currently difficult to resolve garment disputes?
Feng Jinna: Through our years of practice, many operators or consumers suffer unjust losses due to the lack of effective laundry service quality consultation and identification. On one hand, inaccurate consultation and identification results lead to overcompensation or insufficient compensation; on the other hand, some areas lack consultation and identification services, and inadequate publicity of identification stations causes some operators and consumers to have no channel for complaints, losing the opportunity to resolve disputes. This prompted the China Laundry Committee to establish the Laundry Quality Identification Committee in 2013, which has been working on laundry quality identification for several years. This year, we will strengthen efforts in this area, cooperating with many associations and enterprises to enhance laundry service quality consultation and identification, providing more effective identification and consultation services for consumers and operators.
Afterwards, we found Director Pan Wei of the China Laundry Committee on site.
Editor: Director Pan, what considerations did the China Laundry Committee have for this event?
Pan Wei: With the improvement of people's living standards, consumers' demands for laundry service quality continue to rise, and disputes over laundry service quality occur from time to time during consumption. We hope that through this event, we can help laundry enterprises and consumers understand the real causes of garment washing problems, so that laundry disputes can be properly resolved and the service level of the laundry industry can be improved.
Editor: Then Director Pan, what are your prospects for the future work of laundry service quality consultation and identification?
Pan Wei: Currently, laundry service quality consultation and identification work faces many difficulties, mainly due to the lack of more effective technical means and government-authorized washing quality testing institutions. We hope that through the association's quality consultation and identification work, we can help more operators and consumers accurately find the causes of problems and effectively resolve disputes. At the same time, for garments with treatment value, we will gradually carry out treatment consultation services to help laundry enterprises solve problems. Identification is only a means; providing high-quality service is our ultimate goal. We will timely release typical cases through the China Laundry Committee's publicity channels, actively issuing washing warnings and promptly reporting difficult and dispute-prone cases to operators and consumers to avoid disputes and washing accidents as much as possible. We also hope that associations and enterprises across the country will provide more cases to the China Laundry Committee in the future. 
During the event, we also interviewed Wang Xueren, Director of the China Laundry Committee Expert Committee.
Editor: Director Wang, as an expert, what are your thoughts after this event?
Wang Xueren: This event made me very happy. In recent years, washing accidents have occurred frequently, many of which are due to insufficient mutual understanding between consumers and washing enterprises. During this event, we handled more than ten dispute identifications. Through the experts' analysis, not only was the truth restored, but it also helped the industry summarize problems in accidents and greatly benefit the future improvement of washing service quality. Experts are the backbone of the laundry industry, and the industry's development depends on their contributions. Improving the service level of the laundry industry and protecting the vital interests of operators and consumers is the mission and responsibility of every expert. In the past, more experts were limited to serving their own enterprises. After establishing the expert committee, experts will be organized to do more work for the entire industry in standard formulation, standard promotion, skills training, and other aspects. Next, we hope to compile the experiences and lessons summarized by experts over the years into a book to benefit future generations in laundry.
During the garment identification interval, we chatted with Wang Shouming, Secretary-General of the Beijing Laundry Association.
Editor: Secretary-General Wang, how do you evaluate this event?
Wang Shouming: In this event, the China Laundry Committee and Beijing Laundry Association joined hands to identify each dispute with a pragmatic and objective attitude. Spring is the peak season for laundry, and the number of dispute consultation and identification cases is increasing. The association convened experts to resolve disputes based on accidents and issue washing warnings. It should be noted that due to the current lack of professional equipment, detection relies only on expert experience. We hope to further improve identification levels in the future. 
A party involved in a dispute case communicated with experts on site for a long time and accepted an interview by the "China Laundry" editor.
Editor: Hello, may I ask what you gained from this event?
Party involved: Thanks to this 3.15 public welfare event, I gained a lot. As an operator, I was very troubled by accident disputes. By coming to the site to communicate and learn from the experts, on one hand, I realized the lack of technical level; on the other hand, how to communicate well with consumers can also effectively avoid washing disputes. The quality consultation and identification public welfare event carried out by the China Laundry Committee is very close to the actual needs of the majority of operators and consumers, solving our worries and difficulties. I hope there will be more opportunities to provide help in the future, and I wish the China Laundry Committee greater success!
Post-interview note: The China Laundry Committee's 3.15 Laundry Service Quality Consultation Public Welfare Event resolved a total of 17 dispute cases, solving conflicts for many laundry enterprises and dozens of consumers. We sincerely thank the China Laundry Committee for their efforts and hope the consultation day public welfare event can help more people in need!
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