HK, Thailand set up mechanism to settle consumer disputes

Sophie Hui

Hongkongers facing consumer disputes with merchants in Thailand while traveling can now file complaints with the SAR's Consumer Council.

This follows the establishment of a referral mechanism between the council and its Thai counterparts, formalized in a memorandum of understanding signed yesterday.

The agreement enhances cooperation in resolving consumer disputes through information exchange and complaint referrals.

Under this arrangement, Hong Kong residents who experience consumer issues in Thailand can submit their complaints to the Consumer Council upon returning home.

Similarly, Thai visitors can reach out to the Thailand Consumer Council for assistance with disputes encountered in Hong Kong.

With the complainant's consent, both councils can exchange relevant case details and documents to facilitate resolution.

They will also communicate any responses from the merchant and inform the complainant of the outcome.

According to the Tourism Authority of Thailand, over 800,000 tourists from Hong Kong visited Thailand last year, marking a fourfold increase from 2022 and recovering to about 80 percent of prepandemic levels.

In the first nine months of this year, more than 660,000 Hongkongers traveled to Thailand.

Conversely, Hong Kong welcomed over 450,000 Thai tourists last year, as reported by the Hong Kong Tourism Board.

From 2020 to September 2024, the Hong Kong Consumer Council received 33 complaints related to property purchases in Thailand, totaling over HK$6 million. Additionally, between 2022 and September 2024, six complaints were received from Thai visitors concerning contract variations or terminations and sales practices.

Notably, the Thailand Consumer Council has not recorded any complaints from Hong Kong visitors in the past three years.

Clement Chan Kam-wing, chairman of the Hong Kong Consumer Council, said: "In cases involving significant sums - such as overseas property - pursuing claims can be quite challenging due to geographical distances, language barriers, cultural differences and variations in legislation and business practices."

Saree Aongsomwang, Secretary-General of the Thailand Consumer Council, said: "Our collaboration will greatly benefit consumers by ensuring their rights are protected and that they receive fair compensation for any damages incurred."

The SAR's consumer watchdog has previously signed similar agreements with other Asian nations, including the Korea Consumer Agency in 2017, the National Consumer Affairs Center of Japan in 2018, and the Consumers Association of Singapore in 2019.