China's State Administration for Market Regulation, through its Standardization Administration, has recently released three new national standards for the e-commerce home services sector. These standards, titled "E-Commerce Home Services - General Service Principles" (GB/T 47802—2026), "E-Commerce Home Services - Platform Entry Review Requirements for Service Personnel" (GB/T 47803—2026), and "E-Commerce Home Services - Platform Service Quality Evaluation Index System" (GB/T 47948—2026), are designed to address common consumer pain points in daily online home service transactions. The goal is to standardize the entire process of online home services, making them more transparent, reliable, and reassuring for users.
The "E-Commerce Home Services - General Service Principles" standard is built on the trend of deep integration between e-commerce and home services. It systematically outlines the basic models, service content, and requirements for service evaluation and improvement. The standard defines two main operational models: platform-operated and third-party agency-operated. It places a strong emphasis on the platform's responsibility in building systems related to service specifications, quality management, credit evaluation, and information security. Furthermore, it regulates all details of the service process, including consultation, order placement, progress monitoring, payment, order evaluation, and follow-up visits, to promote the coordinated development of online and offline services.
The "E-Commerce Home Services - Platform Entry Review Requirements for Service Personnel" standard focuses on the critical stage of service personnel joining a platform. It establishes five core principles: legality, confidentiality, objectivity, timeliness, and convenience. It specifies requirements for collecting information such as identity details, resumes, and medical examination reports. The standard clarifies review processes for identity verification, credential checks, background checks, credit checks, health checks, and work history verification. It also mandates a periodic re-evaluation mechanism to ensure the professionalism and reliability of personnel on the platform, thereby reducing service safety risks.
The "E-Commerce Home Services - Platform Service Quality Evaluation Index System" standard constructs an evaluation framework for platform service quality, covering two main dimensions: basic service quality and transaction process service quality. Basic service quality includes aspects of platform construction and platform management. Transaction process service quality covers all stages of a transaction—before, during, and after—and is broken down into 17 specific third-level indicators. This provides a unified basis for scientifically evaluating platform service quality, driving continuous improvement, and supporting government oversight.
These three new standards join the previously released national standard "E-Commerce Home Services - Description of Service Personnel Competency Information" (GB/T 45440—2025) from 2025. Together, they cover the entire value chain of e-commerce home service platforms, including platform operations, personnel access, competency description, and service quality evaluation. The release and implementation of these standards will provide a unified technical framework for the online home services industry. They are expected to help regulate platform operations and service delivery, enhance the professional skills of industry practitioners, and better meet basic household needs such as daily care, elderly care, and childcare. Ultimately, this effort aims to strengthen consumer rights protection, boost confidence in service consumption, and improve the well-being of millions of families by raising the quality of e-commerce home services.