The Council pledges to fulfill its
statutory functions as stipulated in the Consumer Council
Ordinance.Within these ambits, we will strive our best
to:
- answer consumer enquiries and handle
complaints in a timely manner
- mediate dispute 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 interests 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
Performance Targets
We pledge to provide an efficient,
courteous and professional service to the public in respect of the
following areas:
(i) Enquiries and Complaints for
disputes between consumers and business
A. Enquiries
| | Target Response Time |
|---|
| By
telephone |
Mostly in 3 minutes |
| In
person |
10 minutes |
| In writing
(from the date of receipt) |
15 working days |
B. Complaints
| | Target Response Time |
|---|
| Issue
initial reply after receipt of complaint |
7 working days |
| Notify
progress / result (from the date of issuing initial reply) |
16 working days |
** Factor affecting
performance
The progress of our mediation depends very
much on the co-operation of traders and complainants in resolving
the disputes. Processing time is also affected by the complexity of
cases and the volume of complaints received at the time.
Normally, the processing time commences
from the date when the complainant has given all relevant
information and documents for lodging the complaint to the
Council.
(ii) Research on consumer goods
and services
We shall produce research reports in a
timely and accurate manner, on products or services every month,
including comparative product test reports, survey reports or
in-depth study reports.
(iii) Subscription / Sale of
CHOICE
| | Handling Time |
|---|
| Request for
subscription of CHOICE |
As stipulated in the subscription
form
*
|
| Request for
sale of CHOICE |
Within 10 minutes (if in
person) |
| |
Within 2 working days (by mail
order)
**
|
* CHOICE is published on or around the 15th of each
month. If the subscription form together with appropriate payment
is received on or before the 9th of the month, the subscriber will
receive his/her first issue of CHOICE of that month. Subscription
requests received on the 10th or after will receive the first issue
of CHOICE of the following month.
** upon receipt of mail
order and after confirmation of receipt of payment (cheque / PPS /
credit card)
(iv) Request for visits / talks /
consumer education activities
| | Target Response Time |
|---|
| Request for
group visits |
Within 10 working days |
| Request for
talks |
Within 10 working days |
| Request for
organizing consumer education activities from community group |
Within 10 working days |
(v) Assistance by Consumer Legal
Action Fund (CLAF)
We shall acknowledge receipt of an application within 7 working
days after the receipt of the application by the Fund and process
the application as soon as practicable.
We shall report on the major progress and the outcome of their
cases to the assisted consumers as soon as practicable.
* Factor affecting performance
Given the limited manpower, the progress of acknowledgement of
receipt of an application may be affected by total number of
applications received alongside.
