The beauty industry has undertaken to initiate a Code of Practice in a concerted effort to enhance self-regulation and strengthen consumer confidence.
The industry initiative was announced today (August 4) at a joint press conference of the Consumer Council and the trade represented by the Cosmetic and Perfumery Association of Hong Kong and the Federation of Beauty Industry (Hong Kong).
The announcement followed a seminar earlier in which over 50 representatives covering a wide spectrum of the operators in or associated in the trade attended and gave their endorsement and support in the move.
A special task force has been set up to study and formulate the Code of Practice, initially with the Consumer Council as the convenor and 11 members drawn from the two trade bodies and related sectors - beauty care training centres and institutes, small/medium and chain operators, cosmetics and apparatus suppliers.
The task force will commence work shortly and is expected to take one year to produce the Code.
The Chief Executive of the Consumer Council, Mrs. Pamela CHAN, said that the Council will actively encourage and assist any trade or industry in drawing up Code of Practice conducive to healthy development and consumer interests.
A Code of Practice should serve to ensure, amongst others, transparency in information disclosure, and communication with the customers, as well as the means of redress mechanism, and further, to empower the industry and to curb unfair trade practices, she stressed.
This would in time help develop this fast-growing industry to the forefront in beauty service and products in Asia. The industry employed a total of 32,937 workers, according to a recent survey.
Mr. Nelson IP, Convenor of the Federation of Beauty Industry (Hong Kong) is positive on the benefits of a Code of Practice that will bring to the public standing of the profession. Such a Code will also open up business opportunities and forestall any regulatory measure from the Government, he added.
Mr. Jacky CHOI, Honorary Life President of the Cosmetic and Perfumery Association of Hong Kong, noted that the association is fully committed to promoting "sustainable and healthy development" and upgrading of the beauty service industry.
Mr. LEUNG Sik-wah, Chairman of Hong Kong Jewellers' and Goldsmiths' Association, was at the seminar to share the experience of his trade in self-discipline, which has helped Hong Kong to become a popular destination for visitors from the Mainland and abroad to buy gold ornaments.
The growth in the beauty industry in recent years was brought on, to a large extent, by the trend towards personal grooming and a slimmer body, and the free travellers from the Mainland.
Consumer complaints in relation to the beauty industry also appeared to rise against a large base of customers - 331 in 2001, 542 in 2002, 501 in 2003 and 226 in the first six months of this year. This is an issue of concern. To boost consumer confidence, operators are urged to pay special attention to these areas of most frequent consumer dissatisfaction:
- Sales Tactics
A common tactic of some beauty centres is to subject the customers, in the course of therapy, to relentless "persusion" to buy more new treatments or products.
And also to buy more prepaid coupons even though the customers may still have many unused coupons. Often customers had to pay by credit card because the amount involved a substantial sum. - Provision of Service
The problem is in a way related to the sale of large numbers of prepaid coupons which have to be redeemed by customers seeking appointment for service. Some operators are unable to cater to this increased demand despite repeated attempts by consumers.
Operators should work out a ratio of staff to customers and a reasonable time frame for meeting customers' booking for service.
Further, the Council is also concerned over some advertising claims on beauty services which are grossly exaggerated or misleading to consumers. - Prepayment Mode of Operation
This is very common especially in the beauty service industry. While the Consumer Council is not completely objectionable to this mode of operation, the industry should give it the most careful consideration to minimising the potential risk to consumers in the event of sudden closure of beauty centres.
It is only prudent that operators in the trade should not rely entirely on the prepayment from consumers as the business capital. The prepayment should form only an appropriate portion of the operating capital giving due consideration to their capacity in providing the service on the terms offered to consumers. - Standard of Service
Beauty products and services of a high standard is attractive not only to local consumers but visitors from the Mainland and overseas which is vital to the long-term development of the beauty industry. Increasingly consumers are concerned over the safety of cosmetic products and beauty treatment.
The training and qualification of beauticians must therefore be properly certified and recognised. The Vocational Training Council has been engaged in this area for many years.