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Connor Mycroft

Harvey Kong

Hong Kong’s consumer watchdog has called on businesses to improve services for elderly customers after receiving more than 9,200 complaints in the past three years, including one from a woman who spent HK$400,000 (US$51,294) on beauty treatments.
The Consumer Council said on Thursday that improving services for older people would help boost the spending potential of the “silver economy”, a priority for the government amid a rapidly ageing population.
“The council urges traders to provide tailored support for senior consumers,” chief executive Alaina Shum Jiu-fai said.
The watchdog also advised elderly consumers to consider their actual needs when tempted by promotions, avoid excessive purchases and ensure they clearly understand sales terms before buying anything.
Between 2023 and 2025, the watchdog received 9,206 complaints from “senior consumers”, defined as those aged 55 or above, with 2024 seeing the highest number at 3,827. Most cases – 1,837 or 20 per cent – related to disputes over prices and charges.
In one case, a woman in her seventies told the council that she spent more than HK$300,000 on treatments at a beauty parlour between 2022 and 2023. But despite unfinished sessions, staff continued to pressure her to buy more, without mentioning remaining services or their expiry dates.
Over the next two years, she bought an additional HK$105,000 worth of treatments and made a partial payment of HK$79,000.
When she later inquired about unused sessions, she discovered she had more than 550 left, all due to expire in two years. The watchdog noted that even if she visited the parlour every two weeks, it would take more than 20 years to use them all.

When approached by the council, the parlour said it had clearly explained the non-refundable terms. It agreed to cancel the HK$26,000 outstanding balance, but the elderly customer refused and was advised to seek legal advice.
In another case, an 80-year-old man spent HK$12,500 on a smart television based on a sales representative’s recommendation, despite little experience with such devices.
The salesman assured the man that an installation technician would show him how to use it.
But on installation day, the technician reportedly left immediately without explaining how to use the device. When the man tried the television, he received an error message.
When he called the shop for help, he was told a technician could come to inspect the device within two days. But after a week, he still had not received any follow-up.
When contacted by the council, the television brand’s agent agreed to provide a free in-home tutorial for the complainant.
The watchdog called on manufacturers of smart products to include more elderly-friendly features to help older users navigate their devices. It recommended making instruction manuals easier to read by increasing the size of the text and ensuring installation technicians explain how to use the products to customers.
It advised elderly consumers to tell sales staff how comfortable they were with smart devices when making purchases and to request a demonstration during installation.
The council also reminded them to base beauty service purchases on actual needs and avoid impulsive decisions, and encouraged seniors to have family members review bills and accompany them when signing contracts.
“We urge family members and carers of the elderly to pay closer attention when they have shopping needs or need to sign a contract. With the elderly’s consent, they can consider accompanying them to sign contracts or purchase smart products to better ensure their protection,” the watchdog’s deputy chief executive, Francis Ho Ying-foo, said.


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Complaints received over past three years include one from woman who spent HK$400,000 on beauty treatments, Consumer Council says


Complaints received over past three years include one from woman who spent HK$400,000 on beauty treatments, Consumer Council says.


Hong Kong’s Consumer Council

Hong Kong consumer watchdog urges better elderly services after 9,206 complaints

.css-1c6uqr6{color:inherit;font-weight:inherit;font-size:inherit;font-family:inherit;line-height:inherit;overflow-wrap:break-word;}Complaints received over past three years include one from woman who spent HK$400,000 on beauty treatments, Consumer Council says

Complaints received over past three years include one from woman who spent HK$400,000 on beauty treatments, Consumer Council says