Consumer complaints surge 20pc amid economic downturn and service failures

The Consumer Council has reported over 40,000 complaints last year, reflecting a 20 percent year-on-year increase amidst business closures due to the economic downturn and shifting consumption patterns. 

This marks the third consecutive year of rising complaints, with a total of 37,590 recorded, excluding those from mainland consumers against Hong Kong businesses operating on mainland platforms. 

The monetary value involved surged by 33 percent to HK$1 billion.

In a statement issued on Monday, the city’s watchdog attributed the rise to two major disputes last year: Messi’s no-show at an exhibition match in February, which involved over HK$10 million, and the closure of the Physical Fitness chain, with nearly HK$200 million at stake.

Notably, 14 percent of the 37,590 complaints -- 5,431 cases -- were related to service quality, representing a 34 percent increase from 2023. Complaints regarding product quality also rose by 17 percent, reaching 3,225 cases. 

The council said that these two complaint categories accounted for 23 percent of overall complaints, jeopardizing Hong Kong’s long standing reputation as a “shopper’s paradise” and a “hospitable city.”

Among complaints lodged by tourists, there were 137 cases related to jewelry and watches, marking a 56 percent year-on-year rise, and 292 cases concerning unfair sales practices in the medicine sector. 

To uphold Hong Kong’s reputation among citizens and tourists, the council urged for prompt improvements across sectors, recommending that merchants leverage technology to address manpower shortages and enhance training for frontline workers.

Also, food and entertainment emerged as the top complaint categories last year, with cases soaring by 48 percent compared to 2023, totaling 5,810 cases and involving over HK$15.2 million. 

Conversely, complaints about unscrupulous sales in the fitness and beauty industries declined. 

Complaints regarding unfair trade practices in fitness, excluding incidents related to Physical Fitness, dropped by 20 percent to 99 cases, while the beauty sector saw a 19 percent decline in complaints related to sales practices.

The council also noted a decrease in complaints related to public performances, with 626 cases reported -- a 28 percent drop compared to 2023 -- as the government continued to promote the mega event economy.

(Ayra Wang)