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Consumer complaints in HK hit four-year high in 2013

Consumer complaints in Hong Kong soared to a four-year high in 2013 as more consumers were aware of the newly amended Trade Descriptions Ordinance (TDO) which came into enforcement in July, Hong Kong Consumer Council said on Thursday.

A total of 30,006 complaints were filed with the Consumer Council, up 10 percent from 2012.

Goods-related complaints registered the biggest increase last year as the rising range and complexity of products exacerbated consumer problems and online and tourism shopping kept growing, according to the Consumer Council. Services-related complaints maintained approximately the same as 2012 at 16,427 cases.

The top five consumer complaints are about telecommunication services, telecommunication equipment, electrical appliances, furniture and fixtures, as well as travel matters, accounting for 45 percent of all complaints.

The majority of complaints last year were about telecommunication services which registered 39 percent of the overall number of complaints against the service sector with 6,410 cases, despite a 4 percent decline over 2012.

"The bulk of the complaints were concerned about mobile phone and internet services as well as mobile data services including GPRS. More than half of the cases involved disputes over price and charges," the Consumer Council said in a statement.

2,165 complaints about mobile handsets, arising mostly over issues of repair, maintenance and over quality of goods, made the telecommunication equipment second in the complaint list.

"It seems that technological advances and product innovation do not necessarily fully meet consumer needs if achieved at the neglect of after-sales services to consumers," the Consumer Council noted.

The watchdog suggested the telecom industry to review and implement measures to strengthen its quality of services to consumers.

Electrical appliances, and furniture and fixtures, both of which routinely occupied the top spots in consumer complaints, are in the third and fourth place with 1,623 cases and 1,512 cases respectively.

Travel matters, last but not least, stood out among the top five with the highest increase over the last year – 1,463 cases rising by a significant 55 percent. 851 cases or 58 percent were related to airline tickets and services.

"Another area of consumer complaints also much in the public limelight during the year, in the wake of the enactment of the newly amended TDO enactment, concerned undesirable sales practices against consumers," the Council pointed out.

A total of 3,969 cases with an increase of 6 percent were brought to the Council for redress assistance.

The watchdog asserted that it will prioritize the scrutiny of trade practices and competition issues in the market this year.