Travel Industry Council (TIC) of Hong Kong says that the increasing number of complaints about local shops and tour guides might not be entirely attributed to their misconduct, but to the mainland tourists' higher awareness about their rights as consumers.

File photo of mainland tourists who buy jewelry in Hong Kong. (Photo: bjreview.com.cn)

The council received 439 complaints against local shops in the last three quarters, marking a significant increase from 269 in the corresponding period last year. The number of complaints against tour guides also rose to 95, as compared to 81 in the first nine months in 2005, the TIC said.

However, only two complaints have been lodged so far during the "Golden Week" by October 9, in comparison to 20 last October. The council also received four other enquiries, which TIC said have been properly handled.

Joseph Tung, Executive Director of TIC, said the increase in complaints might be due to successful publicity by TIC, as most mainland tourists have a good idea about the acceptable codes for practice by local businesses.

"They're also aware of the channels for complaints," Tung said. "As long as they file a written complaint within 14 days of purchase, we will probe into each case and ensure the consumers get their refund," he said.

Improved communication with the National Tourism Administration (NTA), Tung added, also helped enhance the awareness of mainland tourists, as TIC offers an updated list of blacklisted shops and travel agencies in Hong Kong.

There have been, however, repeated media reports of serious misconduct by local tour guides, such as an organized visit to the Wo Hop Shek Cemetery after the tour group refused to go on a shopping trip.

"We have not received any complaint about this case, but we've written to the newspaper covering the story and asked them to provide us with information," said Ronnie Ho, chairman of TIC.

Ho added that current regulations on local shops and tour guides should be sufficient, as there are set codes for practice and the 14-day refund guarantee for any unused product.

"It's true the sector has voiced opposition, but TIC has no intention of dropping it in the near future," Ho said. "It gives Hong Kong a competitive edge over other cities and confidence to tourists."

While it is uncertain whether the refund policy has contributed to the increase in complaints, some local shops reportedly have altercations with customers who threaten to file their cases.

"There've been some mainland tourists who demanded accessories for the cameras they had bought earlier, because they knew they could complain to TIC," said the owner of an audio and visual equipment shop in Mong Kok.

A jeweller in Tsim Sha Tsui had similar experience, though he said most of those customers would settle extra discounts for their next purchase.

"That's often why they come back and create a scene," said the owner of a jewellery shop in Mong Kok. "They're quite well-informed and organized," he said.

(China Daily October 11, 2006)