Consumer complaints at highest level since 2010

Macau’s Consumer Council received a total of 2,290 complaints in 2018, one-third more than the previous year, and the highest number of complaints in a single year since 2010.

The top five categories in terms of number of complaints last year were jewelry (201 cases), public transportation (166 cases), food and beverage (163 cases), personal care products and services (148 cases), and food services (144 cases). These five categories accounted for 35 percent of total complaints in 2018.

According the Consumer Council, complaints regarding jewelry mainly involved disputes related to tourist groups visiting designated jewelry shops as well as prices and quality of gold and diamond ornaments. The Council has started sending out guidelines to customers through the China Consumers Association and consumer organizations in different provinces and cities in China, advising tourists on buying gold and other ornaments in Macau.

The Council also works together with other government departments and requires the gold industry to label prices and other information about gold ornaments in detail. The Council will also be focusing on complaints in this category and will provide assistance to customers to protect consumer rights.

About 75 percent of the complaints regarding public transportation related to overcharging and the service attitude of taxi drivers. The number of cases in this category has increased by 40 percent compared to 2017.

Meanwhile, there was a 60 percent increase in complaints recorded in food and beverage, mainly concerning item quality and prices. Complaints in the food services category surged by 70 percent.

An increase of 57 percent was recorded in the number of complaints about personal care products and services, with consumers accusing sales personnel of being too aggressive.

With regards to complaints about public services, the Council is planning to publish more consumer alerts to strengthen  awareness of consumer rights. Several complaints in this category involved the use of electronic payments.