Yes, but the agent being complained must be a TIC member.

Yes. The complaint must be lodged with the TIC within 30 days from the date of the incident. If your complaint is about goods bought at shops arranged or designated by your travel agent, you must lodge a complaint within six months (for visitors from mainland China) or 14 days (for overseas visitors) from the date of purchase.

No. The complainant must be directly involved in the case.

Yes; but you need to submit an authorisation letter.

No. The TIC only handles complaints which are not under legal proceedings or arbitration.

Inbound travellers can lodge complaints by phone, by post, by fax, by email or in person. For general complaints, they can also download the Complaint Form For Inbound Travellers or fill in and submit the form online . For complaints related to refunds, they must download the Complaint Form for Refunds , and then send the completed form back to the TIC by post or by fax.

1. Your name, address / contact number in Hong Kong, your date of departure, and your correspondence address / telephone number / fax number / email address in your place of residence;
2. The name of the Hong Kong receiving agent being complained;
3. The name of the mainland / overseas tour operator (i.e. the travel agent you patronised in your place of residence for joining a tour to Hong Kong);
4. Information about the travel service you wish to complain (e.g. date of arrival, name and contact number of the tourist guide, etc);
5. Details of the case; and
6. How you wish the case to be solved.

1. If such a complaint is made by phone or in person, the TIC will mediate between the complainant and the travel agent concerned in the hope that the dispute could be settled before the complainant leaves Hong Kong. If the complainant could not reach an agreement with the travel agent, he / she might request the TIC to refer the case to the Consumer Relations Committee for adjudication.
2. If such a complaint is made in writing, the TIC will verify all the information provided and notify the complainant within three working days whether the case is accepted. If accepted, the TIC will write to the travel agent concerned for a written explanation and a solution to be provided within 21 days. If the complainant was not satisfied with the solution put forward by the agent, he / she might request the TIC to refer the case to the Consumer Relations Committee for adjudication.

Yes. You will be fully refunded if you make the request within six months (for visitors from mainland China) or 14 days (for overseas visitors). However, you must present the original receipt together with the purchased items, which must be undamaged and on which there must be no wear and tear because of use.

If you are still in Hong Kong, you should request your tourist guide or receiving agent to help you to return your purchases for a full refund. If you have already left Hong Kong, you should make your refund request to the TIC by fax or by email . If the shop has agreed to refund you, you must send your purchases to the TIC by post or in person within 30 days, counting from the date of the notification letter sent to you by the TIC.

No. Except for optional activities, travel agents are not allowed to charge tour members because of their leaving the tour group, their age or occupation, etc.

If the watch bracelet is adjusted by a registered shop at the request of a customer, who then leaves the shop with the watch, the shop must not refuse to refund on the grounds that the bracelet has been adjusted, and must offer a full refund to the customer so long as the watch is undamaged and on which there is no wear and tear because of use.

No. Overseas visitors who make a refund request within 14 days after purchase are entitled to a full refund, whereas visitors from mainland China need to make a refund request within six months after purchase.

If the visitor asks for a refund for the first time and the shop refuses to comply, that already constitutes a violation of the refund pledge.

All receipts issued by registered shops must be printed with the phrase "Six-month/14-day, full refund protection (the purchased item shall be undamaged and there shall be no wear and tear because of use)” in Chinese/in English and Chinese. Apart from that, the TIC also has a rule on the size of the characters of the phrase, and requires that receipts should not be printed with any provisions at odds with the phrase. The Warranty for Registered Shops contains all the details.