Hong Kong customer service complaints top 2025 total as AI use fuels frustration

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...