Hong Kong customer service complaints top 2025 total as AI use fuels frustration
Consumer Council logs 3,078 complaints in first nine months of 2026, exceeding last year’s total of 2,715, with many involving firms’ AI use
The Consumer Council received 3,078 complaints about traders’ customer service between January and September, compared with 2,715 for the whole of last year and 2,173 in 2024.
“Among the consumer complaints received by the Consumer Council each year, many involved dissatisfaction with traders’ customer service, with common issues including being unable to contact customer service staff, lack of courtesy and slow follow-up,” the watchdog said.
“Such complaints [so far this year] have already exceeded the total for the whole of last year. This reflects a gap between the quality of customer service provided by traders and consumers’ expectations, resulting in ongoing disputes.”
