'Digital Ordering Poses Challenges For Some Diners'

The Consumer Council on Monday urged restaurants to take into account the needs of people who aren't good with technology, as digital ordering becomes increasingly popular and customers choose meals via their mobiles after scanning QR codes.

The council's chief executive, Gilly Wong, said senior citizens and people with disabilities might face challenges when dining out, as more and more restaurants switch to mobile apps for ordering.

Wong noted a complaint from an elderly person who was unable to order food at a restaurant that had stopped using traditional dim sum forms.

"While we support the deployment of technology to enhance their operation, the restaurants also have to be very flexible to accommodate the needs from the vulnerable, especially the elderly and people with disabilities. Their IT literacy may not be as good," she said.

Wong said the council has also received complaints from customers who said digital menus on apps were not up-to-date, or didn't show the service charges involved.

She said restaurants have a responsibility to provide accurate and transparent information to avoid confusion or misunderstandings.

The council said it received a total of 19 complaints last year about digital ordering using QR codes, and nine between January and April this year.