Hong Kong’s beauty parlours and electronic gadget retailers could be prime targets at proposed dispute resolution centre, Consumer Council says

Beauty parlours, electronic gadget retailers and renovators could be among the primary users of a dispute resolution centre proposed by the government, according to the city’s consumer watchdog.

Customers who feel they have experienced unsatisfactory beauty treatments, unjustified delays to a renovation process or who have found flaws in a purchased product would be able to seek compensation through the centre without paying out a cent.

The Consumer Council on Wednesday announced detailed plans for an arbitration centre which will offer legal advice or settle claims without the need for long and expensive court procedures. Modelled on similar systems in Macau and Portugal, the proposed Consumer Dispute Resolution Centre should be funded and operated by the government to maintain its neutrality, the council said.

Andrew Chiu Ka-yin, chairman of the Hong Kong Society of Accredited Mediators, welcomed the idea but said the city had a long way to go in becoming a mature hub for civil mediation and arbitration services. He said a lack of public education on the issue or a unified certification system for professionals in the sector were holding Hong Kong back.

“Whether it could benefit small customers depends on the details,” Chiu said.

He said regular customers buying products in small amounts were at a disadvantage in disputes as they tended to have limited knowledge of the mediation or arbitration processes. The centre would target such customers, with the amount of compensation able to be claimed capped at HK$200,000.