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[September 2020]

Consumer problems experienced by people over 60 in FY2019: Record high among people over 80! Further attention is needed

Among consumer problems reported to local consumer affairs centers and the like across Japan, the number of cases experienced by people over 60 was about 430,000 in FY2018, a record high in the last decade, while the number decreased to about 370,000 in FY2019. It appears that the decrease was partly caused by a decrease of billing fraud cases. The breakdown by age group shows that cases experienced by people in their 60s and 70s were on the decrease, while those experienced by over 80 were on the increase, representing a record high in the last decade.

Among cases experienced by people over 60, cases related to regular purchase of health food, etc. increased nearly twofold from FY2018 to FY2019. Cases related to "digital contents" (e.g. adult websites) and "information and communications" (e.g. Internet connection) were common in all the age groups over 60. Cases related to "Internet and communications" and "mail-order sales" were common particularly among those in their 60s and 70s. On the other hand, cases related to "construction" and "newspaper" were common among people over 80. People over 80 were more prone to troubles related to door-to-door sales and telemarketing.

Therefore, NCAC decided to analyze cases experienced by people aged 60 or older to issue a consumer alert.

Sampling of inquiries and complaints

[Case1]
I happened to make payment one after another to a self-claimed operator of a major shopping site and a self-claimed lawyer. I was tricked by billing scammers.
[Case2]
I intended to buy a product just once through an online shopping site, but the contract I made was for regular purchase. Contract terms are written in small letters and it's hard to read them.
[Case3]
My parents were strongly induced to sign up for fiber optic service. They want to cancel the contract because they don't use the Internet.
[Case4]
Being solicited by a door-to-door sales person, my mother switched power companies without knowing details.
[Case5]
I was directed to an online dating website and made payment as requested.
[Case6]
After retiring from employment, I was told to change contract signatories for a rented apartment.
[Case7]
My parents suffering from dementia signed up for roofing repairs, which had been already finished and were unnecessary.
[Case8]
My mother signed up for newspaper subscription starting from five years later.

Characteristics of troubles experienced by consumers over 60

  • While cases related to billing fraud decreased, cases related to regular purchase of health food, etc. increased.
  • There are many cases related to information and communications.
  • As consumers get older, they are more prone to troubles related to door-to-door sales and telemarketing.

Advice for consumers

  • Any consumer might encounter trouble. Be prepared instead of thinking "It will never happen to me." Look to various kinds of trouble experienced by consumers on a daily basis.
  • In order to prevent the elderly from being involved in trouble, it is important for family members and others nearby to watch over them.
  • In case of concern or trouble, consult your local consumer affairs center.

Checklist for watching over the elderly to prevent consumer problems

The following shows a useful checklist for watching over the elderly to prevent consumer problems.

Checklist for watching over the elderly to prevent consumer problems

In and around the house
☐ Has any stranger visited the house?
☐ Has the resident received a suspicious phone call?
☐ Are there an increasing number of unfamiliar or unused goods in the house?
☐ Are there any suspicious documents (e.g. estimate, contract) or name cards?
☐ Are there any sign of suspicious repair work or renovation on the roof, walls or around telephone equipment?
☐ Are there any unfamiliar things written on a calendar, such as company name?
Behavior of the resident
☐ Does the resident seem to regularly make payment to somewhere?
☐ Does the resident seem to be short of money for living expenses?
☐ How about cognitive capacity? Does the resident remember buying goods?

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