AI use fuels frustration as Hong Kong customer service complaints top 2025 total
Por Cannix Yau — South China Morning Post – News feed
Advertisement Consumer protection in Hong Kong Hong Kong Society AI use fuels frustration as Hong Kong customer service complaints top 2025 total
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
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Cannix Yau Published: 5:19pm, 15 Oct 2026 Updated: 5:33pm, 15 Oct 2026 The Hong Kong public’s dissatisfaction with customer service is growing, with complaints in the first nine months of the year already exceeding the total for 2025 and many involving companies’ overreliance on artificial intelligence (AI).
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 [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.”
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