The Consumer Council has recorded a drop of 7% in complaint figures, from a total of 14,211 cases in the first half of 2010 to 13,279 cases in the corresponding period of 2011.
Telecommunication services and broadcasting services are still in the top ten services/ products under complaint, however these two areas of services showed a significant drop in complaints, 23% and 33% respectively.
Also, there is a notable decrease of 27% in complaints concerning health & Yoga clubs (444 cases), compared to that in 2010 (609 cases). Apparently, the awareness of the consumers on the prepayment issues and the dwindling of closure of yoga centres in the first half of this year have attributed to the decrease in number of those complaint cases.
On the contrary, there is a sharp increase in complaints related to supply of infant formulas, a jump from 33 cases in the first half of 2010 to 157 cases for the corresponding time this year (376%). There were speculations of buying spree from mainlanders and allegedly hoarding by traders. Complainants were upset by the shortage of supply and the price surge. The number of complaints rose to 72 in March this year and dropped to around 10 in the past 3 months following the Council's advice to the suppliers for securing supplies to local residents.
Overall tourist complaints which accounted for nearly 9% of total complaints, record an increase of 25% to 1,176 cases. Complaints from Mainland tourists have edged up by 30% to 847 cases. Disputes often involved purchase of photographic and electronic equipment, jewellery and watches.
The Council is well aware of the increase in Mainland tourist consumer complaints. To combat this 30% increase in complaints, particularly on the sales practices of photographic and electronic equipment, the Council has, in the past months, held meetings with the owners of those audio and video shops in tourist spots and reminded them the importance of fair and honest trade practice.
Top 5 consumer complaints categories
The top 5 services / products categories under complaint accounted for a total of 6,232 cases or nearly 50% of all complaints in the first half of 2011.
Though on a downward trend, complaints about telecommunication services (3,471 cases) remained the top category while complaints concerning telecommunication equipment (774 cases) recorded a slight increase of 13% over the corresponding period in 2010. Cases on broadcasting services (617 cases) have dropped by 33%.
Complaints concerning electrical appliances (697 cases) significantly dropped by 19%, while those about furniture and fixtures (673cases) remain the same as last year.
Growing concern about on-line Group Purchase
Complaint cases related to online group purchases are on the upward trend. Products and services in complaint range from dining and beauty treatments to movie tickets and bus tours.
In the first half of 2011, the Council received 49 complaints, compared to nil case received in the first half of 2010. The increase is alarming. Most of these complaints related to non-delivery, quality of goods/services, misrepresentation, etc.
As such on-line purchase involves risks, CHOICE magazine published an article in April to alert consumers to be careful and consumers should think twice before purchase.
Naming of unscrupulous traders
This year, the Council has named 24 shops which had involved in selling counterfeit drugs. The naming mechanism aims to alert consumers of the unscrupulous traders and the drugs involved. It also serves as a reminder to other drug stores that their shop names are at stake if they sell fake drugs.
Advocating the introduction of competition law
Over the years, the Council has urged for a comprehensive competition policy and statutory regime to safeguard free competition in the market to facilitate economic efficiency and benefit consumers.
A working group was set up last year to study the Competition Bill, which is now being examined in the Legislative Council (LegCo). In addition to that, the Council has recently launched a website on the Competition Bill ( www.competition.hk ), which serves as an online forum to address the concerns raised on the Bill and to facilitate public discussion on the issue.
Earlier on, the Council organised a forum for small and medium enterprises aiming at enhancing their understanding on the Bill. More than 100 people from over 50 organisations and enterprises attended the event.
Co-hosting the World Congress of Consumers International
The Council was honoured to co-host the Consumers International (CI) 19 th World Congress in Hong Kong from May 3 to 6. With the Congress theme of "Empowering Tomorrow's Consumers", the event was well attended by 766 delegates, a new record high in number of participants, from over 84 countries and jurisdictions, including the ever-largest delegation from the Mainland China.
The Congress had the presence of an array of distinguished speakers and experts, including the keynote speakers European Union Commissioner for Climate Change, Ms Connie Hedegaard and US Consumers Union President, Mr James Guest. They spoke on the topics of climate change and fair financial service campaign respectively, both issues being often at the root of problems consumers are facing today.