Watchdog drills into issues hurting dental sector

Dental-work customers persuaded by local clinics to undergo procedures in Shenzhen were unable to get a refund after unsatisfactory results, the Consumer Council has found.

The watchdog said it received 51 complaints regarding dental services in Hong Kong in the first five months of the year, slightly down from last year's 60.

Among more than 500 complaints filed from 2021 to May this year, 23 percent were about braces and orthodontic services.

Patient Wong paid about HK$23,000 for braces and was persuaded to undergo one of the procedures in a Shenzhen clinic. He later realized the braces were ill-fitting and requested a refund, but was rejected.

The clinic eventually agreed to refund around HK$8,000 and halt the treatment.

"Consumers who receive services in the mainland should be aware that the regulatory system differs from that in Hong Kong, but dentistry in the mainland is stringently governed by the health commissions or departments at national, provincial, and regional levels," said Victor Lam, chairman of the council's publicity and community relations committee.

"In case of incidents or disputes, persons may file a complaint with health administrative bodies in the mainland."

Another case involved Fung, who suffered from toothaches and inflammation two years after undergoing implants and a root canal that cost HK$38,000 at a clinic in Hong Kong.

She made 32 additional visits to the same clinic, but problems persisted.

After seeking a second opinion, another dentist in Hong Kong told her that the implants were mispositioned and not correctly affixed to the jawbone, causing distress.

She filed a complaint with the clinic to no avail.

She then approached the Dental Council of Hong Kong and the Consumer Council for a refund.

Following the watchdog's intervention and mediation, the clinic proposed a partial refund of about HK$10,000, but Fung rejected it, citing additional expenses for treatments elsewhere.

Eventually, the clinic agreed to a HK$15,000 refund, which Fung accepted.

Hung, aged over 90, paid HK$7,000 for dentures to a dental center in Hong Kong but found the temporary maxillary set she received was too big.

Despite adjustments the dentures had to be placed with glue, causing redness, swelling, and pain in his palate.

As a wheelchair user, repeated visits were challenging, and he lost confidence in the service, prompting him to request a full refund through the Consumer Council.

The center initially resisted, attributing the issue to natural changes post-extraction and suggested waiting for permanent dentures. However, after the council's intervention, it agreed to return HK$7,000.

Council chief executive Gilly Wong Fung-han said problems with dental treatments not only cost time and money but could also mean constant pain and even permanent damage.

She suggested assessing dentists' expertise and reputation while drawing on experiences and recommendations when selecting services.

She added people should actively inquire about dental plans and associated costs to ensure clarity on whether consultations, X-rays, and medication incur separate fees together with potential extra charges.

adelyn.lau@singtaonewscorp.com