I.
Our Role
The Council
pledges to fulfil its statutory functions as prescribed in the
Consumer Council Ordinance. These functions are : to protect and
promote the interests of consumers of goods and services and
purchasers, mortgagors or lessees of immovable property.
II. Your Expectations
Within these
ambits, you are entitled to expect us to :
-
answer consumer enquiries and handle complaints
promptly ;
-
mediate disputes between consumers and service
suppliers ;
-
conduct researches, surveys and product testing
to produce and publish useful information and results ;
-
provide a regular outlet of information, advice
and view points on all matters affecting the interest of consumers
;
-
monitor trade practices and liaise with industry
body to safeguard consumer interests ; and
-
research on consumer policy and launch consumer
education campaign or related activities.
III. Performance Targets
The key
performance measures in respect of protection and promotion of
consumer interests are:
|
Service
|
Target
|
|
A. Handling
Consumer Enquiries
|
|
telephone calls
|
mostly in 3 minutes
|
|
in
person
|
10 minutes
|
|
in
writing
|
15 working days
|
|
B. Handling
Consumer Complaints
|
|
telephone calls
|
mostly in 3 minutes
|
|
in
writing
|
|
issued acknowledgement
|
2 working days
|
|
issued preliminary reply
|
7 working days
|
|
notified complaints of results/progress
|
16 working days
|
|
C. Publication of
"CHOICE" and release of product testing, research and survey
results
|
monthly
|
IV. Our HOTLINE and Advice Centres
Our hotline for
enquiries and complaints is(852) 2929 2222. You may choose to approach any
of our 8Consumer Advice
Centresfor
assistance.
There may be
occasions when we are unable to provide the services within the
times specified. In such instances, you are entitled to a full
explanation and we pledge to handle your case to our best
endeavours.
V. Service Environment
The Council is
committed to provide a courteous, efficient and helpful service in
a comfortable environment.
VI. The Public's Role
The Council
welcomes any comments or suggestions you may have on the way in
which our services are handled. In the event, you have a complaint
to make about our services, you may write to the following
address:
Head / Administration & External Affairs
Section
Consumer Council
22/F, K. Wah Centre
191, Java Road
North Point
Hong Kong
Tel : (852) 2856 3113
Fax : (852) 2856 3611
VII. Right of Appeal
If you feel that
your complaint has not been dealt with fairly, you should write
direct to the Chairman of the Consumer Council as follows
:-
The Chairman
Consumer Council
22/F, K. Wah Centre
191, Java Road
North Point
HONG KONG
