Tourists and pedestrians are seen outside a luxury goods store at a shopping precinct in the Tsim Sha Tsui district of Hong Kong, China on May 11, 2023. (PHOTO / AFP)

Hong Kong’s consumer watchdog recorded over 34,000 complaints in 2023, an 11-percent increase on the previous year, amid a gradual recovery in local spending and inbound and outbound travel in the aftermath of the COVID-19 pandemic. 

The increase in consumer complaints can be attributed to a significant recovery in local consumption and travel-related sectors, the Hong Kong Consumer Council revealed on Thursday, saying that traders adopted aggressive sales and marketing tactics when online and offline consumption rebounded.

Complaints about “travel matters” surged 23 percent to become the third highest category, with the amount involved rising 22 percent to over HK$20 million ($2.56 million)

Food and entertainment services remained the top complaint category, with around 4,000 cases recorded in 2023, a 25-percent increase. Thirty percent of those complaints were related to eateries and 27 percent to online takeout platforms. In 2022, complaints involving takeout platforms exceeded those of eateries, indicating a preference for eating out after the pandemic ended in 2023.

READ MORE: Clement Chan: COVID has made it difficult for some industries

Clement Chan Kam-wing, chairman of the Consumer Council, said most concerts and other entertainment services have resumed since the pandemic, leading to more disputes over cancellations because of weather or other reasons. 

Complaints about telecommunication services increased 48 percent, going from fourth place in 2022 to second place in 2023. The council said it believes that the demand for telecommunications services, such as mobile data and prepaid calling cards, has increased significantly to cater for everyday usage, work or travel.

Complaints about “travel matters” surged 23 percent to become the third highest category, with the amount involved rising 22 percent to over HK$20 million ($2.56 million). Complaints involving accommodation increased 255 percent in 2023, to rank eighth.

Chan warned about a resurgence of dubious sales practices targeting tourists since the rebound of travel, noting that some Chinese pharmacies had resorted to illicit sales practices such as shortchanging customers on agreed weights of products and strong-arm sales tactics. These kind of complaints skyrocketed forty-sevenfold in 2023, accounting for the biggest increase in tourist-related complaints.

As 2024 marks the 50th anniversary of the consumer council’s establishment, numerous celebration activities have been conducted, including the opening of an Instagram account in January, the council said  

According to the council, four more Chinese pharmacies were named and shamed in 2023 for their sales malpractices, further tarnishing Hong Kong’s reputation as a shopping paradise.

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Before the news conference, the council also unveiled the results of “Top 10 Consumer News ¬— Year of the Rabbit”, the council’s annual flagship voting campaign with its aim to raise awareness of consumer rights.

The fraud allegations involving cryptocurrency platform JPEX topped the list and was also selected as the “most gratifying” news with 71 percent of the votes. Lifting of the mask mandate and the “Happy Hong Kong” entertainment campaign lunched by the Hong Kong Special Administrative Region government, came in fourth and was also the “most liked” news. News about a load-bearing wall being knocked down at Lohas Park was chosen as the “most outrageous” news, and took third place.

As 2024 marks the 50th anniversary of the consumer council’s establishment, numerous celebration activities have been conducted, including the opening of an Instagram account in January, the council said.