The Thailand Consumers Council (TCC) has partnered with the Hong Kong Consumer Council (HKCC) to sign a Memorandum of Understanding (MOU) aimed at establishing a mechanism for resolving cross-border consumer disputes.
Tourism and trade between Thailand and Hong Kong continue to grow steadily, as evidenced by the figures showing over 660,000 visitors from Hong Kong to Thailand in the first nine months of 2024, while Thai tourists traveling to Hong Kong reached 450,000.
This has resulted in significant economic exchanges. Despite the development of the cross-border payment system (FPS x PromptPay) to facilitate tourists from both sides, various consumer disputes have been identified, ranging from souvenirs, beauty products, to high-value real estate investments, raising concerns among consumers in both countries.
To elevate international consumer protection, on October 24, 2024, the Thailand Consumers Council (TCC) and the Hong Kong Consumer Council (HKCC) signed a Memorandum of Understanding (MOU) to establish a mechanism for the exchange of information and referral of cross-border consumer complaints. The goal is to enhance the effectiveness of dispute resolution and protect consumers in both countries.
Ms. Saree Aongsomwang, Secretary-General of the Office of the Thailand Consumers Council, stated that this collaboration represents a significant step in enhancing consumer protection for both countries. Under this agreement, consumers can immediately file complaints through their respective consumer organizations when encountering issues from purchasing goods or services in another country. The consumer organizations will coordinate and exchange information to assist consumers in receiving fair resolutions.
“In the past, TCC has received an increasing number of complaints from Thai consumers experiencing issues when purchasing goods and services in Hong Kong, particularly as tourism rebounds. The main problems encountered include being overcharged, substandard products, and unfair warranty practices. Therefore, this cooperation is a crucial step to strengthen consumer protection between the two countries,” Ms. Saree remarked.
On the other hand, Mr. Chan Kam-wing, Chairman of the Hong Kong Consumer Council, pointed out the significant challenges consumers often face when following up on cross-border complaints, especially in high-value investment cases such as real estate purchases, due to language barriers, cultural differences, distance, and disparities in legal systems between countries.
“In cases involving significant amounts of money, such as purchasing real estate abroad, even if consumers wish to assert their rights, it often becomes extremely challenging due to geographical limitations, language, culture, and differences in laws and business practices. Today’s agreement aims to directly address these issues,” Mr. Chan stated.
Both parties believe that the establishment of a mechanism for the exchange of information and referral of complaints under this agreement will not only help consumers receive fair protection and compensation but will also promote confidence in international tourism and trade. This, in turn, will lead to the sustainable development of tourism and retail industries in both countries in the long term.
For consumers who face issues from purchasing goods or services in Hong Kong, they can file complaints through the Thailand Consumers Council’s hotline at 1502 or visit the website www.tcc.or.th immediately upon returning to Thailand. There will be coordination and information exchange between the agencies of both countries to further assist consumers.
