Mission and Functions

• In 2014/15, the Council received a total of 29,457 complaints with a successful conciliation rate of 73.26%.
• Should traders refuse to co-operate in resolving justifiable complaint cases, consumers may seek redress at the Small Claims Tribunal and the Council will, where appropriate, tender advice to assist consumers.

For dishonest traders who do not take the Council's advice and continually indulge in malpractices despite warnings, the Council may consider publicity sanction by naming them through press conference to the mass media.

The Council collaborates closely with the Hong Kong Police and the Customs & Excise Department in launching campaigns against trade malpractices to detrimental to the consumer interests.

• Research and Test Reports: During the year (2014/15), 60 product research and test reports were published in CHOICE magazine. When products were found to fall short of full compliance with mandatory or international standards, the Council notified the relevant government regulatory bodies for immediate follow-up action, while also making recommendations to the manufacturers and their agents for related product improvement.
• Product Study Reports: They are reports of in-depth studies on a wide range of consumer products to provide consumer information and, in some cases, to verify product claims (e.g. olive oil labels, hair treatment products, electronic mosquito repellents, etc.)

There are three different types of product testing:

Encouraging Responsible Trade Practices: The Council worked closely with various industries in promoting Codes of Practice to enhance service quality, for instance, collaboration with Laundry Association to establish the research group in July 2013 to study and formulate an industry code of practice. After more than a year, the group drew up the Code of Practice of Laundry Association. After consultation with stakeholders, an inauguration ceremony was held in July 2015 to launch the Code.

Responding to Consultations: The Council responds to consultation conducted by government or other public bodies on consumer-related issues, for examples, Marketing of Breastmilk Substitutes, Residential Properties (First-hand Sales) and Trade Descriptions (Unfair Trade Practices).

• CHOICE: The magazine provides a regular outlet of information, advice and viewpoints on all matters affecting consumer interests. A press conference is held to launch the publication of each and every issue of CHOICE, drawing wide coverage and publicity in all sectors of the media.
• CHOICE Online: Readers can access and view our full PDF version of CHOICE anywhere, anytime. Simplified Chinese version is provided also to readers in need.
• Council's website: Information posted on the website includes information on our structure and services, the latest consumption graphics, videos and articles, research reports, submissions to the Government and the Legislative Council, press releases, media centre, CHOICE index ,subscription forms and consumer complaints forms, etc.
• Shopsmart Website: the website offers an unique one-stop consumer service covering a broad range of products and topics of interest and concern to Mainland tourists. It can be readily accessed via a network of hyperlinks with the websites of sister consumer organizations in the Mainland, through the cooperation and assistance of the China Consumers Association.
• Publicity programmes: Events held annually include the Consumer Rights Reporting Awards, Top Ten Consumer News and the 315 World Consumer Rights Day commemorative activities to encourage public participation and media attention to consumer rights.
• Media liaison: The Council works in close liaison with the media covering a multitude of different consumer issues through regular press conferences, news releases, interviews, etc.

• Consumer Council Resource Centre:
  Located in Tsim Sha Tsui, the Centre's facilities include a Consumer Advice Centre, an exhibition-cum-lecture hall, and a resource library. Teaching resources development includes curriculum resource package on reflections on the learning and teaching strategies of project learning, education resources kit on project-based learning for PSHE at secondary level, DVD-ROM of winning reports of the Consumer Culture Study Award, teaching kits on labeling and advertising and consumer education resource kit for new immigrants.
• Enhancing Youth Awareness in Consumer Rights:
  Consumer Culture Study Award is an annual event jointly organized with the Education Bureau for local secondary schools. Participants are to study a particular aspect of our local consumer culture, exploring consumer behaviors, attitudes and values in Hong Kong. In 2014/15, a total of 104 schools with more than 1,121 teams participated in the event.
• Education Programmes for the Vulnerable Groups:
  Regular talks are held for the new immigrants from the Mainland to familarise themselves with local consumer protection measures.
• Training the Trainers:
  Through community involvement service scheme for women and third aged volunteers, training programmes for teachers on consumer education, training seminar for Technology and Living teachers, and staff training for school teachers.

• Locally:
  We maintain close liaison with the Government through the Commerce and Economic Development Bureau, which oversees consumer protection and competition policy. Council's representatives serve on about 65 public advisory committees and boards of regulatory or statutory bodies.
• Liaison with Mainland counterparts:
  Close liaison with consumers associations and related bodies from the Mainland is maintained through exchange of information, referral of complaints, receiving their delegations or providing training to their staff.
• Regional and international collaboration:
  The Council is elected executive and council member of the Consumer International (CI), a federation of consumer organisations comprising over 220 members from 115 countries. The Council has been actively involved in major international and regional conferences/seminars.

From 11/1994 to 3/2014:

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,
• research on consumer policy and launch consumer education campaign or related activities

Remarks:The progress of the conciliation depends on the willingness of merchants and complainants in resolving the disputes.Processing time is also affected by the complexity of cases and the amount of complaints received at that time. Normally, the processing time commences from the date when the complainant gives all relevant information and documents to the Council.

* 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)