Several administrations and independent administrative authorities have started to call on the public to collect their complaints online or to "report problems".
40,000 reports of adverse health events (in 9 months) on the portal signalement-sante.gouv.fr
In March 2017, the Ministry of Health opened the portal signalement-sante.gouv.fr to allow users to report adverse effects related to the use of a drug, medical device or other health or cosmetic product to the health authorities online. An initial assessment shows that Signalement-sante.gouv.fr meets the public's expectations.
- Between March 13, 2017, the date of opening to the public, and January 31, 2018, 40,120 reports were received: 34,217 (85%) were from users and only 5,903 (15%) from healthcare professionals, both liberal and institutional.
- There were several spikes in reports over the nine months, including a particularly notable one in late August (up to more than 1,000 reports per day for several weeks), compared to the average of about 100 reports per day.
- This variation in the number of daily reports corresponds to specific cases that have been widely publicized, such as the change in the formula of Levothyrox.
- "The majority of reports from users are concentrated on products for which the patient is aware of the possibility of adverse effects, such as drugs and, to a lesser extent, medical devices.
- 81% of reports concern drugs (32,649 reports), 6% concern medical devices, 4% concern serious adverse events related to care and 3% concern addictovigilance situations. Next
34,000 malfunctions reported to ARCEP
Initiating a new approach of " regulation by data ", the French regulatory authority for electronic communications and posts (Arcep) opened in October 2017 " I alert Arcep ", a platform " to bring up from the field any problem related to mobile Internet, fixed Internet as well as postal services. Individuals and companies can thus report malfunctions encountered in their relations with mobile operators, Internet service providers or postal service actor. The platform I alert Arcep has received in one year a few months 34,000 "malfunction reports "28,000 directly on the online platform (compared to 7,000 per year, by phone and mail). All the alerts collected - on the web, by email, by mail or by phone - are consolidated in a single database. The complaints concern the quality of service of fixed or mobile Internet, billing by telecom operators, blockages to subscribe to the fiber, the neutrality of the Internet, the postal service, spam, fraud, VAS (value-added services: special numbers).
33,551 online complaints in 2017 for consumer products or abusive practices
Consumers can contact the services of the Direction générale de la Concurrence, de la Consommation (DGCCRF) to express their dissatisfaction with an unfair professional. Nearly 71,334 reports were thus received in 2017, 47% of which (33,551) by e-mail. This increase was significant in particular in the electricity supply sector (1,213 compared to 485 in 2016) and in the legal and accounting services sector (773 compared to 381). When it comes to internet purchases, across all sectors, mobile telephony continues to be one of the three sectors with the highest number of complaints.
9700 complaints filed with the CNIL in 9 months
Since the beginning of the year, the National Commission for Information Technology and Liberties (Cnil) has received 9,700 complaints, 34% more than in 2017 over the same period. Of this total, 6,000 complaints have been received since May 25, the date the RGPD came into force. The complaints mainly concern e-commerce services as well as transnational services.
