Office of The Ombudsman, Hong Kong

Vision and Mission

Vision
To ensure that Hong Kong is served by a fair and efficient public administration which is committed to accountability, openness and quality of service

Mission
Through independent, objective and impartial investigation, to redress grievances and address issues arising from maladministration in the public sector and bring about improvement in the quality and standard of and promote fairness in public administration

Functions The Ombudsman should serve as the community's watchdog to ensure that :
	Bureaucratic constraints do not interfere with administrative fairness
	Public authorities are readily accessible to the public
	Abuse of power is prevented
	Wrongs are righted
	Facts are pointed out when public officers are unjustly accused
	Human rights are protected
	The public sector continues to improve quality and efficiency

Values
	Maintaining impartiality and objectivity in our investigations
	Making ourselves accessible and accountable to the public and organisations under our jurisdiction

	According the public and organisations courtesy and respect
	Upholding professionalism in the performance of our functions

Performance Measures
	Speed of case work
	Complainants’ level of satisfaction with case handling
	Redress obtained
	Recommended improvement measures committed to and/or implemented
	Non-repetition of complaints

Complainants Charter We endeavour to provide a high standard of service to the public. In fully discharging our duties, this Office has drawn up the following Charter: Our Commitment
	Handle complaints in a professional, impartial and efficient manner
	Keep complainants informed of the progress and outcome of our inquiries
	Explain our decisions clearly
	Protect complainants' privacy
	Treat the public with courtesy and respect

Complainants not satisfied with our findings may write to this Office and state the grounds for a review of their cases. Any views on individual staff or our services may be directed to the Chief Manager of this Office. We will take follow-up action with professionalism and fairness. Complainants’ Responsibilities
	State clearly the issues of complaint
	Provide true and accurate information in a timely way
	Cooperate in our inquiries
	Lodge complaints in a reasonable manner
	Treat the staff with courtesy and respect

If complainants are not cooperative, the progress and/or outcome of our inquiries may be affected. In such circumstances, we will take proper actions as appropriate, such as making our decision on the basis of available evidence or terminating the inquiry.

Notice to Visitors
Any act or behaviour that disrupts the operation of this Office or causes nuisance or disturbance to the staff or other people is not permitted. We will stop providing service to those who ignore our advice and continue with their misbehaviour. We may also ask them to leave the premises and may call the Police.


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