China's State Administration for Market Regulation (SAMR) has officially released three national standards focusing on e-commerce home services. These standards address common consumer pain points in daily online transactions, aiming to make the entire process of booking home services online more transparent, reliable, and secure.
The first standard, titled General Principles for E-commerce Home Services, outlines the basic operational models, service content, and requirements for service evaluation and improvement. It defines two primary operating models, platform self-operated and third-party service provider, and strengthens the platform's responsibilities in areas such as service standards, quality management, credit evaluation, and information security. The standard also details the full service process, including consultation, order placement, process monitoring, payment, order evaluation, and follow-up.
The second standard, E-commerce Home Services鈥擯latform Onboarding Verification Requirements for Home Service Personnel, focuses on the crucial step of vetting workers joining a platform. It establishes five key principles: legality, confidentiality, objectivity, timeliness, and convenience. The standard specifies the required information collection, such as identity, resume, and medical reports, and defines the verification processes for identity, credentials, background checks, credit, health, and professional history. A regular review mechanism is also required to ensure the professionalism and reliability of service personnel.
The third standard, E-commerce Home Services鈥擯latform Service Quality Evaluation Index System, builds a comprehensive evaluation framework based on two main dimensions: basic service quality and transaction process service quality. Basic service quality encompasses platform construction and management, while transaction process service quality covers pre-transaction, in-transaction, and post-transaction stages, broken down into 17 specific indicators. This provides a unified basis for scientific evaluation, continuous improvement, and government oversight of platform service quality.
These three new standards, along with the previously released E-commerce Home Services鈥擠escription of Home Service Personnel Capabilities standard, now cover the entire chain of e-commerce home service platforms, including operations, personnel access, capability description, and service quality evaluation. The implementation of these standards is expected to provide a unified technical foundation for the industry, helping to regulate platform operations, improve service provider practices, and enhance the professional skills of workers. Ultimately, this will better meet basic household needs such as daily care, elderly care, and childcare, while laying a solid foundation for protecting consumer rights and boosting confidence in service consumption.