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□ 李霞记者傅江平
近日,深圳市消费者委员会发布了2016至2017年上半年非学历类教育培训消费投诉情况。数据显示,在过去一年半的时间中,深圳市、区消委会共受理非学历教育培训类消费投诉共4358宗,2016年2773宗,2017年上半年1585宗。可以看出,2017年的投诉量增长较快。
其中,2016年投诉数量最多的前三种培训分别是驾驶培训753宗,技能类培训470宗,语言培训424宗;2017年上半年投诉数量最多的前三种培训分别是驾驶培训350宗,语言培训260宗,技能类培训259宗。
此次,消费者投诉的问题主要集中于退费退款困难、培训服务质量差、虚假宣传、机构无资质四大方面。消费者投诉的最多是退费退款困难问题,相关投诉超过了60%。驾驶培训因为安排培训学时不够、教练服务态度不好、加收培训费用、退费难等,成为投诉宗数最多的培训类别。另外,消费者普遍反映,语言学习、成人高等教育类、技能类培训、艺术类培训等培训则存在教学质量与宣传不符、乱收费、退费难等问题。
产生问题的原因,一与法律制度不完善有关。就深圳而言,关于非学历教育培训的法律法规有待健全。目前对非学历类教育培训机构的管理,主要依据《深圳市教育培训机构管理若干规定》。该规定的内容以规定教育培训机构的办学性质、机构构成、设备设施、办学条件等为主,适用于经市、区教育行政部门审批的非营利性教育培训机构。缺乏专门针对非学历教育培训机构的管理细则,对广告和收费管理、安全与机构管理、部门监督等作出详细规定。二与监管相对空白有关。非学历教育培训机构,经教育局行政许可设立,主要由市场监管部门监管。但是,由于法律的不健全,市场监管部门的监管范围、标准、职责等仍是相对模糊的,导致市场监管部门开展监督工作比较困难。三与消费者维权意识不强烈有关。有调查显示,有七成以上消费者是没有跟培训机构签订合同的,即便签了合同,也没有仔细阅读合同中的关键条款。如此,当消费者权益受损,维权物证不足,致使消费者维权困难。
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