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Reply:
(a)
(b)
Mr President,
the Government will include the standard of their performance as a prerequisite in considering travel agents' applications for licence renewal; if not, what the reasons are; and
the Government will consider setting up a "traveller complaints and information hotline" as well as stepping up its publicity efforts, so that the public can have a better understanding of their rights and the channels for lodging complaints, thus providing the consumers with greater safeguard; if not, what the reasons are?
Regarding part (a) of the Honourable Member's question, the Registrar of Travel Agents at present examines the financial position of a licensed travel agent and checks whether the licensee remains a member of the Travel Industry Council (TIC) and has been convicted of any criminal offence in applying the "fit and proper" test, for licence renewal under the Travel Agents Ordinance. In order to further improve the service of licensed travel agents, we are consulting the Advisory Committee on Travel Agents on whether, and if so how, substantiated complaints from the Consumer Council and TIC about the service provided by licensed travel agents should be taken into account in applying the "fit and proper" test.
As regards part (b), past complaint statistics collated by the Consumer Council and TIC indicate that outbound travellers are well aware of their rights and the complaint channels. If they are not satisfied with the quality of their travel agent's service, they may lodge their complaints direct with the agent concerned in the first instance. If they are not content with the agent's explanation and, in some cases, the compensation offered by the travel agent, they may pursue their complaint with the Consumer Council, TIC or Small Claims Tribunal, or resort to civil action. There are sufficient channels for travellers to lodge their complaints. To establish another complaint channel will duplicate the existing efforts of the Consumer Council and TIC.
In fact, outbound travellers are from time to time reminded by the Consumer Council's publicity efforts of their rights and the complaint channels available. To enhance the protection of outbound travellers, we have invited the Consumer Council and TIC to step up their publicity efforts in this regard.
End/Wednesday, March 1, 1995
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