The Consumer Council on Tuesday released the summary of consumer complaints filed in the first half of the year, which reached a total of 13,691 cases with 6,323 concerning consumer goods, an increase of 20 percent year-on-year. The sharp rise of goods-related complaints was mainly the result of a whopping 111 percent increase in complaints over goods bought online. Online shopping has become a major channel for local residents to buy things but Hong Kong still lacks a set of specific laws and certification system to regulate the fast-growing segment of retail business, leaving consumers almost defenseless against malpractices.

Relevant authorities should establish an online-shopping service registration and certification system as soon as possible to better protect consumers from ill-motivated sellers. Measures necessary for the purpose include extending the coverage of the Trade Descriptions Ordinance to online sellers and regular update of its provisions and enforcement mechanism to ensure that consumer rights protection is up to speed with Web-based mail order service development.

Online shopping has been growing by leaps and bounds in recent years, offering consumers around the world an easy way to buy a wide range of goods without leaving their homes. However, many online sellers are outside Hong Kong and there are no effective laws or regulations to protect local consumers from malpractices ranging from substandard goods to misinformation and complete fraud. In fact, consumer complaints against goods bought online have become a major part of increasing grievances the Consumer Council has received since 2005. If the statutory and enforcement vacuum remains unfilled the Consumer Council could be inundated by such complaints in the near future.

This is an excerpted translation of a Wen Wei Po editorial published on July 31.

(HK Edition 08/01/2013 page9)