The Social Welfare Department urges private residential care homes for the elderly operators to increase transparency of fees and charges to enhance their competitiveness and strengthen consumers' confidence.

The department was responding to an investigative report on seniors' homes fees and charges that appeared in the Consumer Council's Choice magazine today.

The report can help consumers have a clearer understanding of the fees and charges, and the homes' services, the department said.

Although seniors' homes' level and items of fees and charges are not subject to the department's licensing office regulations, they must maintain a high degree of transparency regarding their fees and charges and the principles on which they are set.

The Code of Practice for Residential Care Homes (Elderly Persons) requires elderly homes to give a clear explanation to the residents and their family members, relatives, guardians or guarantors about home fees, other charges, fees that were refundable and the schedule of payment.

The code also recommends that elderly homes obtain written agreement from the residents and their family members to show they understand and consent to the fees and charges.

To prevent theft of seniors' property, the code offers clear guidelines on procedures to follow when holding property on their behalf. Seniors homes are not allowed to keep or hold property without residents' and their family members' consent and authorisation.

Unless the elderly homes have a proper monitoring mechanism to prevent financial abuse or disagreement, senior homes staff may not use or withdraw money from the residents' bank accounts to settle any fees and charges.

The department and several non-governmental organisations have set up training programmes for seniors homes' management and staff, to enhance their awareness of the importance of protecting seniors' property and preventing abuse.

The Consumer Council report noted two complaints. The department said it would obtain more information and follow up. It will also meet regularly with seniors' homes' representatives to discuss ways to improve service quality and licensing requirements. 

Seniors' homes residents and their family members are urged to report any violations to the department's licensing office and the Consumer Council. The licensing office's complaint hotlines are 2961 7211 and 2834 7414.