1. Besides going directly to courts, where else can consumers seek assistance or make complaints?

1. Besides going directly to courts, where else can consumers seek assistance or make complaints?

Other than contacting the traders directly, you may approach the following organizations:

Consumer Council

You can contact the Consumer Council to seek advice or to make a complaint ( telephone hotline: 29292222 ).

The Consumer Council is a body corporate subsidized by Government funding. Details of its power, roles and function can be found under the Consumer Council Ordinance (Cap. 216 of the Laws of Hong Kong).

The functions of the Council are stipulated by law and include providing consumers with information on goods and services, acting as mediator in resolving consumer complaints, tendering advice on policies touching on consumer rights and interest, and encouraging businesses and professional associations to establish codes of practice.

Since the Council is not a law-enforcement body , it has no authority to sue traders. The relevant complaints are dealt with by way of mediation. However, the Council can censure trade mal-practices by naming/publicizing the traders concerned . For cases that involve significant consumer interest but cannot be resolved by mediation or other means, applications for assistance can be made to the Consumer Legal Action Fund.

Customs and Excise Department

For problems concerning "trade descriptions" or "safety of goods", you can also complain to the Customs and Excise Department directly (general enquiry hotline- 28157711; complaint hotline - 81003553). The Department will entertain complaints concerning:

• short weights and measures;
• overstating the fineness of gold and platinum;
• unsafe toys and children's products;
• unsafe consumer goods;
• discrepancies involving the rough diamonds certification scheme.

For more details concerning the above, please visit the Customs and Excise Department's webpage.

Communications Authority

For problems concerning trade practices in relation to telecommunications and broadcasting, you can complain to Communications Authority directly.

Travel Industry Authority (complaints against travel agents)

The Travel Industry Authority ("TIA") is entrusted with the responsibility to regulate travel agents, tourist guides and tour escorts under the Travel Industry Ordinance (Cap. 634 of the Laws of Hong Kong). Its mission is to promote the integrity, competence and professionalism of the travel industry practitioners.

The TIA provides the following services to the public:

• handle consumer complaints; and
• handle applications for ex-gratia payment from the Travel Industry Compensation Fund.

Contact details:

• address: 8/F, South Island Place, 8 Wong Chuk Hang Road, Wong Chuk Hang, Hong Kong;
• hotline: 3698 5900;
• fax: 3905 6020;
• e-mail: enquiry@tia.org.hk (enquiries); complaints@tia.org.hk (complaints).

Food and Environmental Hygiene Department

The mission of Food and Environmental Hygiene Department ("FEHD") is to work hand in hand with the community in building Hong Kong into a world-class metropolis renowned for its food safety and public hygiene.

Contact details:

• address: 44/F Queensway Government Offices, 66 Queensway, Hong Kong;
• fax: 2869 0169;
• 24-hour enquiry and complaint hotline: 2868 0000;
• e-mail: enquiries@fehd.gov.hk

The Insurance Complaints Bureau

The Insurance Complaints Bureau ("ICB") is a self-regulatory initiative implemented by the insurance industry to protect consumer interest. One of the main objectives of ICB is to receive referrals for complaints relating to claims arising out of personal insurance policies and to facilitate the settlement or withdrawal of such complaints, disputes or claims whether by the making of awards (decisions/verdicts), or by such means as shall seem expedient.

For more information, please refer to the relevant question and answer in the insurance topic.