Consumer Council complaints fall 6pc in 2025; Online shopping accounts for nearly half

The total number of complaints received by Hong Kong’s Consumer Council last year fell by 6 percent year-on-year to 38,187 cases, bringing an end to three consecutive years of growth.

The Council said the decline marked a reversal from 2024, when complaints exceeded 40,000. However, online shopping continued to account for a significant share of disputes, with nearly 19,000 cases — close to half of the total — related to e-commerce. The amount involved in online shopping complaints surged by 45 percent to HK$93 million.

Complaints related to public performances more than doubled to 1,889 cases during the year. Among them, the Hot Air Balloon Festival drew 350 complaints after flight experiences were canceled, with most grievances related to sales practices. Meanwhile, a concert by an internationally renowned band triggered 391 complaints over obstructed views and ticket printing errors.

The Consumer Council said it will strengthen communication with ticketing platforms this year to discuss ways to improve ticketing arrangements, aiming to ensure that both local residents and overseas visitors attending major events in Hong Kong can enjoy a smoother experience.

Cross-border consumption also recorded notable increases in disputes. Complaints lodged by mainland consumers against Hong Kong merchants in online transactions, as well as complaints by Hong Kong consumers against mainland merchants, both rose by more than 40 percent last year.

The Council said it has signed cooperation agreements with 36 countries or regions to establish complaint referral mechanisms, including 30 provinces and municipalities in mainland China, Macau, and countries such as Japan, South Korea and Thailand, in a bid to handle cross-border consumer disputes more effectively.