On 27 June 2018, the Consumer Council in Hong Kong released a study “Are Students protected? In-depth Look into Overseas Education Advisory Services” and raised their concerns over the service quality provided by overseas education consultants (i.e. education agents). According to the report, the consumers’ (parents and students) best interest/rights may be sometimes compromised due to agents’ commercial objectives. Parents are warned to be vigilant about the information or suggestions provided by some local overseas education consultants as they may be acting in the capacity of agents for certain education institutions.

Apart from concerns about consultants’ impartiality and credibility, the study also shows there are further uncertainties on variations in quality of services and redress mechanism revealed in the survey as some of the more worrying issues associating with the consultants. In short, the Consumer Council believes this industry needs to be more closely regulated and urges the Government to proactively put the conduct of the industry under scrutiny. Overseas institutions are encouraged to provide more training for local service providers (education agents) to to enrich their professional knowledge.

After the survey has been published by the Consumer Council, it has drawn attention from the media on potential issues when dealing with consultants.

Source

1. The Consumer Council Hong Kong: Overseas Education Advisory Services Impartiality & Transparency under Scrutiny – Call to Strengthen Self-Regulation and Improve Service Quality

2. SCMP: More than 80 per cent of overseas education advisers in Hong Kong are agents for foreign schools, Consumer Council says

 3. The Standard News, Hong Kong: Parents warned on tricky education advisers

 

Comment: Karen Hsu, Education Services Manager, British Council Hong Kong

Hong Kong parents tend to rely on word-of-mouth recommendations from influencers such as teachers, school career counsellors, education agents and relatives. Unlike international curriculum schools, parents and students from local schools do not get nearly as much guidance and advice. Hence they tend to seek advice from education agents to get a better understanding on what study abroad options are out there for their own child. Reputation, reliability and credibility are the key decision-making factors when parents choose a service provider/agent. 

Although the survey has drawn attention from all the major media locally and been widely reported, we have not seen any evidence of reaction from the general public yet. In terms of recommendations the Consumer Council has urged the industry/agents to strengthen self-regulation, as opposed to any new government regulation, it therefore remains to be seen what changes may actually take place, if any. However, if this report results in a consumer reaction or stronger government response, it is possible that UK institutions would then need to change their business model of working with education agents/consultants.