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2023至24年度的主要工作 MAJOR TASKS AND HIGHLIGHTS IN 2023-24

處理不涉及紀律事宜的消費者與 Handling disputes between consumers
持牌人之間的爭議 and licensees that do not involve
disciplinary matters

旅監局為消費者關係小組的工作擬定框 TIA formulated the framework for the work of the Consumer
架，於年內完成審議並獲通過的「處理不 Relations Panel and has deliberated and passed the
涉及紀律事宜的消費者與持牌人之間的爭 “Recommendations for Handling Disputes between Consumers
議及管理消費者關係小組的建議」、「消 and Licensees that Do Not Involve Disciplinary Matters as
費者關係小組議事規則」及「消費者關係 well as Managing the Consumer Relations Panel”, “Rules of
小組成員申報利益事宜」，將有助完善處 Procedure for the Consumer Relations Panel” and “Declaration
理爭議個案的細則流程。旅監局本年度接 of Interests by Members of the Consumer Relations Panel”
獲82宗不涉及紀律事宜的爭議，其中32宗 during the reporting year to enhance the terms and procedures
經協商後已達成和解。 for handling dispute cases. In this reporting year, TIA received
82 disputes that did not involve disciplinary matters, of which
32 have reached a settlement through conciliation.

處理不涉及紀律事宜的消費者與持牌人 不涉及紀律事宜的消費者與持牌人之間的
之間的爭議進度 爭議性質
Status of handling disputes between Type of disputes between consumers
consumers and licensees that do not and licensees that do not involve
involve disciplinary matters disciplinary matters

32 12 30 23

12 8
19 7 13 8

接獲個案 Cases received: 82 總計 Total: 82

經協商後和解的個案 正進行協商的個案 旅行團 機票
Cases reached a settlement Cases currently under Tour groups Air tickets
through conciliation conciliation

轉介小組，並已處理的個案 轉介小組，並正排期處理的個案 酒店 機票連酒店套票
Cases referred to Consumer Cases referred to Consumer Hotel accommodations Flight and hotel packages
Relations Panel and being Relations Panel and in
handled schedule
終止跟進的個案 其他
Terminated cases Others

TRAVEL INDUSTRY AUTHORITY ANNUAL REPORT 2023-24 69