Hong Kong companies offering household cleaning services should be more flexible amid coronavirus pandemic, consumer watchdog says
- Despite the increased likelihood of Covid-related disruptions, the Consumer Council says many firms will not reschedule visits or allow free cancellations
- Hongkongers have increasingly turned to local firms offering such services amid a shortage of live-in foreign domestic helpers
Companies offering household cleaning services should devise clearer and more flexible contractual agreements with clients given the increased likelihood of unforeseeable pandemic-related disruptions, Hong Kong’s consumer watchdog has said.
Citing as an example a compulsory testing order resulting in an appointment being scrapped, the Consumer Council noted that less than half of 12 local cleaning companies surveyed allowed rescheduling or free cancellations.
In cases in which it was the cleaner who had to undergo compulsory testing, only half of the companies would send another or reschedule the appointment, the council found.
“As the pandemic situation remains volatile, both domestic helpers and consumers might have to undergo compulsory testing, which could affect service,” said Lui Wing-cheong, vice-chairman of the council’s research and testing committee.
“The council urges the service providers, under the pandemic, to have service terms that clearly explain arrangements related to preventive and anti-epidemic measures, and to adopt a flexible and customer-centric approach in handling emergencies faced by the clients in order to fight the virus together.”
Cleaning Buddies Service and Good Choice Cleaning Limited were among the companies that did not explicitly mention these conditions.
Lazy (Hong Kong) Technology Limited said customers could make alternative arrangements if a designated helper had to undergo testing, but stopped short of clarifying what would happen if a customer had to be tested.
The Post has reached out to these companies for comment.