Resumption of public service and special arrangement of Consumer Advice Centres
Consumer Advice Centres located in Tsim Sha Tsui, North Point, Sha Tin and Tsuen Wan have resumed normal service.
To reduce the risk of the spread of COVID-19, social distancing and other precautionary measures will be implemented at our Advice Centres.
Visitors are required to:
- Make prior appointment for service by calling the hotline 2929 2222;
- Wear surgical face masks and take a body temperature check before entering the Centres;
- Wait in a designated waiting area in order to reduce social contacts with other visitors.
(Notes: Visitors may experience a longer waiting time because of the precautionary measures.)
Members of the public who wish to lodge complaints or make enquiries are strongly encouraged to contact the Consumer Council through the hotline 2929 2222 or online forms.
Other Complaint Channels
Local Organisations
Consumer can also lodge their complaints with other government agencies and professional bodies:
- Small Claims Tribunal: civil claims for an amount of below $75,000
- Customs and Excise Department: shortweight, fake merchandise and liquors, spurious products
- Food and Environmental Hygiene Department: food products of deteriorated quality, hygienic condition of food business operations
- The Law Society of Hong Kong: conduct of solicitors
- The Medical Council of Hong Kong: conduct of medical doctors
- Travel Industry Council of Hong Kong: The TIC is entrusted with the responsibility to regulate outbound and inbound travel agents. If outbound travelers dissatisfied with the services of their travel agents, or inbound visitors with the services and shopping arranged by their inbound travel agents, they can lodge complaints direct with TIC. A complaint referral mechanism has also been set up between TIC and the Council. With the consent of the complainant, the Council will refer cases related to local travel agents and registered shops to TIC for their direct handling and follow up. If the shop being complained falls outside TIC's regulation, the case will be handled by the Council.
- Insurance Claims Complaints Bureau: insurance claims settlement disputes
- Insurance Agents Registration Board: conduct of insurance agents
- Consumer Legal Action Fund: legal assistance in specific circumstances
- Customer Complaint Settlement Scheme for the Telecommunications Industry: To assist the consumers and their telecommunications service providers to resolve their billing disputes in deadlock by means of mediation.
- The Estate Agents Authority (EAA): A statutory body established under the Estate Agents Ordinance (EAO) to regulate the practice of estate agency in Hong Kong. If you have reasons to believe that any estate agent practitioner has not complied with the EAO, you may lodge a complaint with the EAA.
- Mandatory Provident Fund Schemes Authority (MPFA): on matters related to Mandatory Provident Fund (MPF) Schemes and Occupational Retirement Schemes
- Sales of First-hand Residential Properties Authority (SRPA): on matters relating to the sales of first-hand residential properties.
Non-local Organisations
Consumers may lodge complaint with non-local consumer organisations when come across unfair trade practices outside Hong Kong.
- China Consumers’ Association: Founded in December 1984, the CCA IS a national organisation which aims at monitoring goods and services as well as protecting consumer rights and interests.
- Macao SAR Government Consumer Council: To voice its opinion regarding policies defined by the Macao SAR Government’s Administration in respect of protecting consumer rights and promoting measures necessary for the protection of those rights.
- Consumers’ Foundation, Chinese Taipei (CFCT): An independent, non-profit organisation, it is not aligned with or supported by any political party or industry. It strives to promote a fair society through defending the rights of all consumers by supporting the consumer movement in general, and campaigning at the national level for policies related to consumer concerns. CFCT's Head Office is based in Taipei with Branch Offices in Taichung, Tainan, and Kaoshiung.
