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While consumer complaint cases decreased in 2012, dissatisfaction over online group purchase was on a significant rise in Hong Kong, according to data released by a local consumer watchdog.
The Chairman and Chief Executive of Consumer Council, Wong Yuk-shan (L) and Gilly Wong (R) attend the annual press release in Hong Kong on Jan. 24, 2012. (APD/Lin Yue)
In 2012, the Consumer Council received 27,327 complaint cases, as compared with 27,541 cases in 2011 and an encouraging downward trend from 29,048 in 2010. Continuing to top the list, complaints on telecommunications services decreased 8%. Complaints on food and entertainment noticeably rose 163%, which is believed being mainly caused by invalid redemption of dining coupons sold online.
In the 2,667 complaints under the category of online group purchase, which four times the number of 2011, more than 60% involved food and entertainment services.
Online group purchase is growing popular due to attractive discounts and convenience. On the other hand, delay in delivery, differences between purchased goods and its description or forcing sales tactics often result in consumer complaints.
Chairman of the Consumer CouncilWong Yuk-shanreminded consumers to assess their needs carefully and rationally before making purchase online and avoid over-consumption due to impulse purchase. He also urged purchase portals to scrutinize traders carefully before marketing their products or services to the consumers.
The recent shortage of baby formula milk powder in Hong Kong market was highlighted. There were 7 complaint cases on the supply shortage within the first month of 2013, which nearly half the number of 2012. Gilly Wong, Chief Executive of the Council said that she would meet with the government officials and major suppliers to find out the cause of the shortage. The Council would also cooperate with its counterpart of the Chinese mainland, working together to clarify the demand, she said.
The limited purchasing policy notices on the supermarket shelves of Hong Kong. File Photo.
“We will supervise the dynamic market information of baby formula regularly and post the details on our website, the chairman of the Council Wong said. “Consumers should stay calm. Scare buying can worsen the imbalance between supply and demand, and push up price at the same time.
As to the appeal of ensuring Hong Kong citizens’ priority of purchasing, Wong said that measures such as checking ID card before buying baby formula lack feasibility and go against the fundamentals of Hong Kong as a free port.
Besides, there was an increase of 17% involving beauty services compared with the previous year, the Council said in response to the public concern over case involving medical beauty treatments. The Council said that it has urged the government to put in place an effective regulatory framework for medical beauty treatment as soon as possible.
In view of the complaint cases from mainland visitors, the Council saw a drop of 6%. But there was a notable increase in the category of medical equipment and health food, up 29% to 160 cases.
