The Consumer Council has set up a special Task Group to follow up on the observations and recommendations in the Audit Commission (AC) Report released today (November 26).
The Task Group is examining and overseeing the implementation of a package of improvement measures in response to the AC Report to streamline its management organization and processes.
An overview of these measures was carried out by the Task Group at its first meeting convened on October 27.
Already, some improvement measures have been put in place in relation to corporate governance, human resource management, administrative issues, protection and promotion of consumer interests, and performance management. The remainders were either in progress or under discussion.
The Council Chairman, Prof. Anthony CHEUNG Bing-leung, who headed the Task Group, observed that being a responsive statutory body, the Consumer Council is fully committed to the principles of transparency and accountability.
"In its advocacy work in consumer protection, the Council demands nothing less but the best possible corporate governance and business practice. It is only natural and incumbent upon the Council itself to make an extra effort in all these areas," he said.
Prof. Cheung welcomed the review undertaken by the Audit Commission especially after years of rapid expansion in the scope of work of the Council.
"The timing could not have been more perfect as the Council was on the threshold of embarking on new initiatives in a fast changing marketplace," he said. "The Council needs fresh insights and to be at its best possible if it is to meet the challenge ahead with an assurance of success," he added.
Prof. Cheung said the Council would prioritize on areas critical to achieve its mission.
He added that the Council has already put in place some of the improvement measures recommended by the Audit Commission and is also studying other recommendations in detail.
Highlights of some of the improvement measures in response to the Audit Commission's recommendations:
Corporate Governance
- The Council will take measures to strengthen its governance structure and strategic management and in particular to regularly review and revise its 3-year Strategic Plan.
Human Resources Management
- The Council will implement detailed and clear guidelines and documentation particularly in matters of recruitment, staff performance appraisal and sick leave arrangements.
Administrative Issues
- The Council will review its procurement policy and establish detailed and clear guidelines and documentation to ensure strict compliance with procurement procedures.
Protection and Promotion of Consumer Interests
- The Council will streamline the consumer complaint handling process and ensure better tracking of case progress and documentation.
- The Council will undertake a review of the Consumer Legal Action Fund for enhancement of operational effectiveness.
- The Council will seek input of Research and Testing Committee at early planning stage on complex projects involving complex and sensitive issues.
Performance Management
- The Council will review existing performance targets and pledges about complaint handling and improve the dissemination of such targets and pledges.
- The Council will consider conducting user satisfaction surveys periodically to cover all key services with a view to improving its services and enhancing the satisfaction level of the consumers.