"Life Taking" Goods Lala: Disordered Freight Platform And "Severe" Need Strong Medicine

The security problem of the third-party platform of the Internet has been pushed to the forefront again.

On February 24, the official microblog of huolala released an apology and handling notice about the user jumping off the car. "There are obvious problems in the platform at three levels: the lack of safety warning, which was only learned from the police on February 8, and the abnormal event was not immediately detected; the product safety function was not perfect, and there were key deficiencies in the recording of follow-up orders; the slow follow-up speed caused further distress to the grieving family members."

It's an apology and introspection 18 days late. At the same time, Huo Lala said that she had obtained the understanding of her family members on the afternoon of February 23 and would properly handle the aftermath with her family members. Before that, there were several users who exposed the security problems of the goods on the Internet.

On the "black cat complaints" platform, the 21st century economic reporter found that there were 3270 complaints against the goods, most of which focused on price increase, deposit refund, poor attitude of drivers, loss or damage of goods, etc. From this point of view, the regulatory loopholes of huolala platform have existed for a long time, and the solution is not optimistic.

"Even if there is no labor relationship or labor relationship between the driver and the platform, but the platform provides information intermediary services, we should take strict regulatory measures and bear the responsibility. In the past, the freight platform failed to conduct supervision like the online car Hailing platform, which would cause loopholes. " Zhao Zhanzhan, a lawyer from Beijing Yunjia law firm and a special researcher at the intellectual property research center of China University of political science and law, told the reporter of the 21st century economic report that it is imperative for the third-party platform to strengthen its own responsibility, carry out positive rectification, optimization and supervision.

In addition to cargo Lala, other similar platforms should also take this as a warning to avoid the recurrence of tragedy. Visual China

There are thousands of complaints from users

On February 21, the microblog user @ sent a noisy article outside the style of tonight, saying that at 9:00 p.m. on February 6, his sister, a 23-year-old Che, made an appointment for a moving service through the freight Lala platform, and then "jumped out of the window" from the co pilot on the way. After the rescue failed, he died.

According to the Public Security Bureau of Changsha high tech Zone, on February 23, a driver involved in the accident of a 23-year-old girl jumping out of a car on the way to move with a goods Labrador in Changsha, Hunan Province, on February 23, was detained by the public security organs according to law for his suspected crime of causing death through negligence.

On February 24, cargo Lala issued an apology and handling notice. At this time, it has been 18 days since the incident. The 21st century economic reporter found that this tragic event was not accidental when sorting out the relevant information of huolala. On the consumer complaint service platform "black cat complaints", the reporter entered the keyword "goods Lala" to search and found that there were 3270 complaints and 2980 complaints had been completed. Almost every day, there are users who complain, both ordinary users and drivers.

The complaints of ordinary users mainly focus on the problems such as random price increase, poor service attitude of drivers, loss or damage of goods, while the complaints of drivers mainly focus on problems such as non refund of deposit, cash withdrawal restriction and arbitrary deduction of driver's behavior score. In addition, on social media platforms such as Zhihu and Weibo, there are also many users who reflect on the issue of huolala.

It is worth noting that many complaints mentioned that there is a problem of shifting responsibility between the driver and the platform. In particular, after the loss of goods, many users reported that the platform and the driver were unwilling to take corresponding responsibilities, and the processing process was long.

In response to the girl's "window jumping death" incident, huolala said in the apology announcement that "as a freight platform, the product process only for the safety of goods is far from enough. Some car following orders involve personal safety issues, and we must attach great importance to them."

Therefore, cargo Lala has been led by founder and CEO Zhou Shengfu to set up a safety rectification team. The announcement lists 7 rectification measures, which are implemented to the completion time and specific responsible person. It will be put into trial operation on March 10 to expand the deployment of safety on-board equipment, conduct the whole process monitoring and control of the inside and outside cargo compartments of the trial run, give safety reminders to drivers' driving behaviors, and expand the coverage scope according to the operation conditions. At the same time, in the updated version of March 14, the mandatory full recording function was launched, and the existing security function was strengthened.

Platform supervision has a long way to go

After the girl's death from jumping out of the window, who should be responsible has become the focus of public opinion. This makes many people associate with Didi, who was condemned by public opinion before. After a number of vicious cases, Didi paid a great price for positive rectification. As a lesson learned from the past, huolala obviously did not learn the lesson, or did not realize that security is closely related to third-party platforms.

From the existing public information, there is no doubt that there are security loopholes in freight Lala. As an online car Hailing platform, not only did not take any particularly effective on-site supervision measures to ensure the safety of passengers, but also minimized the potential risk liability of the platform side in terms of service agreements signed with drivers.

In addition to goods, the third-party service platforms, including 58 in the same city and fast dog taxi service, have become the "disaster area" of consumer complaints. According to the statistics of complaints received by the National Consumer Association, there are 95915 Internet service complaints in China, ranking the second in service complaints. The number one complaint was related to life and social services, with 138670 complaints and 621 moving service complaints.

In addition, according to the information from the Internet information service complaint platform, only in December 2020, 11725 complaints were received against Internet enterprises, 1242 complaints about personal information protection, accounting for 10.6%; 5668 complaints about service functions, accounting for 48.3%; 2320 complaints about mechanism of enterprises, accounting for 19.8%; 2495 complaints of other types, accounting for 21.3%.

Among these complaints, user security, including privacy security and personal safety, service attitude and enterprise complaint mechanism, is a common problem of Internet service platform. Didi, as a representative of the online car Hailing platform, has achieved remarkable results after the "broken wrist" rectification.

In addition, the national government departments have issued policies and regulations, which have played an important role in regulating the online car Hailing market. According to the "Interim Measures for the management of network booking taxi business service", the online car Hailing platform company shall bear the responsibility of the carrier, and shall ensure the operation safety and protect the legitimate rights and interests of passengers.

There is no doubt that as a freight platform, cargo should also bear relevant responsibilities. Yang Jianhua, a researcher at Zhejiang Academy of Social Sciences, believes that the platform should consider the long-term development, reduce the management costs of the platform and formulate pricing rules that match the market conditions; at the same time, it should operate in good faith and should not infringe on the rights and interests of consumers by means of low price inducement. Relevant competent departments should also strengthen supervision and blacklist dishonest enterprises or individuals.

Li Hanqing, an associate researcher at the market economy Research Institute of the development research center of the State Council, believes that the key issue facing the platform is to realize price standardization and make information transparent at both ends of supply and demand. "The platform side can not simply act as an intermediary between the supplier and the demander, but should fulfill the relevant responsibilities of the actual transportation."

As of the press release, the details of the huolala incident still need to be further investigated by the police, and the public opinion topics triggered by the incident are also in continuous fermentation. In addition to cargo Lala, other similar platforms should also take this as a warning to avoid the recurrence of tragedy.