Details revealed for independent arbitration centre to handle Hong Kong shoppers’ complaints
Proposed Consumer Dispute Resolution Centre will be designed to settle consumer complaints without the need to go to court, and would provide free legal advice to customers
Hong Kong’s Consumer Council has revealed long-awaited details of a plan for an arbitration centre for disgruntled shoppers and customers to seek legal advice or settle claims without the need for long and expensive court procedures.
In a report released on Wednesday, the consumer watchdog recommended the government set up an independent centre to resolve disputes between customers and businesses through mediation and arbitration. The amount of compensation would be capped at HK$200,000.
Modelled on a similar system of “mediation first, arbitration next” 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.
“Hong Kong is more than ready to put in place such a consumer dispute resolution centre,” said Samuel Chan Ka-yan, who chairs the council’s legal protection committee. He cited the city’s “adequate and competent professionals, and sound legal framework”.
“The resources of the courts could be better used to deal with needier cases,” he said.
Customers would not have to give up their rights because of high legal fees and lengthy processes, he added.