Hong Kong's Consumer Council considers dispute resolution system for shoppers
The consumer watchdog may adopt a dispute resolution system for shoppers and companies that eliminates the need to go to court
When people have unhappy experiences with shops or companies, they usually complain to the Consumer Council and if that doesn't work they go to court.
But the council is now evaluating a possibly simpler and cheaper way of resolving disputes: arbitration.
The watchdog announced yesterday that it was planning a feasibility study on establishing a consumer dispute arbitration system.
"The Consumer Council can provide conciliation [services] between consumers and companies, but we do not have the legal power to make any rulings," its chairman, Professor Wong Yuk-shan, said.
"Eighty per cent of the complaints we receive are resolved, but the remaining 20 per cent are not."
Those who failed to settle their disputes with the council's help might have to take their claims to court, a costly, time-consuming and stressful process, Wong said. "According to experiences overseas, arbitration is quicker and cheaper."
Arbitration is more powerful than conciliation or mediation - an arbitrator has the power to make legally binding rulings which neither party can ignore.