ENG-2003 — Page 172

COMMERCE AND INDUSTRY

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tasks. The council office is headed by a chief executive, and has seven functional divisions and a staff of 124.

The council carries out its functions through its consumer policy work, complaint and advice service, research and survey programmes, publications and consumer education activities.

The council's testing and survey programmes seek to provide consumers with objective and up-to-date information so that they can make informed choices. During the year, 46 product tests, 52 in-depth studies and 16 survey projects were completed. Most products were tested mainly for their safety, performance, convenience, durability and environmental impact. The tests and surveys covered a wide range of products and services, from home theatre components (DVD players, loudspeakers) and cosmetics to information disclosure by mandatory provident fund scheme service providers. In regard to products, digital cameras have been continuously tested in the light of their rising popularity. In view of the sluggish economy, the council also conducted a series of studies on consumer credit such as debt relief solutions, charges and services of professionals for voluntary insolvency. As a member of the International Consumer Research and Testing Ltd, a testing body of consumer organisations, the council shares its test results and collaborates with members on international comparative tests, producing quality reports in a more cost-effective

manner.

The council provides complaint and advice services to the community through an extensive network of telephone hotlines and 11 Consumer Advice Centres. It acts as mediator between consumers and the traders concerned. During the year, 26 501 consumer complaints and 140 484 consumer enquiries were received, the highest figure on record. Telecommunications services continued to top the list of consumer complaints.

In view of the importance of competitive markets to consumer welfare, the council conducts research, disseminates information and tenders advice on competition- related issues. The council's chief executive is a member of the Competition Policy Advisory Group, and the council made a number of submissions in response to public consultation papers that raised issues affecting competition. The council also published a research study on the state of competition in the retailing of foodstuffs and household necessities, and disseminated an advisory guideline on how to identify and prevent the anti-competitive practice of ‘bid-rigging', for use by parties seeking tenders.

The council is practically in daily contact with the mass media on all matters of consumer interest and concern. Its monthly magazine, CHOICE, regularly publishes findings of comparative product tests and service surveys providing useful and practical information, advice and viewpoints to the public. The magazine's reach extends far beyond its average monthly circulation of 31 298, penetrating virtually all sectors of the community through extensive media coverage and press statements published at the council's website. The Consumer Rights Reporting Awards 2003 continued to attract entries of high quality from journalists in all sectors of the media. The award presentation ceremony of this annual event was held on the World Consumer Rights Day, which falls on March 15 every year.

The fourth Consumer Culture Study Award organised during the year encouraged secondary school students to conduct their own studies of the local consumer culture.