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Making a complaint is not just about venting one’s feelings. It can be that and more. A well articulated complaint could be a catalyst for change. Someone else need not suffer what happened to you.
This Office has always been an advocate of a positive complaint culture. By providing essential and accurate information in a dispassionate and objective manner, complainants make it easier for their complaints to be followed up.
This booklet provides guidance on important issues to be included when making a complaint. It tells you what you can expect as a complainant. It also reminds you of your own responsibilities. Used well, complaint handling procedures can work to the mutual benefit of both the complainant and the organisations concerned. I hope you find it useful.
This booklet complements a number of other publications on key aspects of complaint handling, produced by this Office as part of our efforts to bring about improvement in the quality of public administration in Hong Kong.
Alice Tai
The Ombudsman |
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| Most public organisations have established complaint-handling procedures to ensure that people who are not connected with the complaint handle your complaint at an appropriate level. Complaining directly to an organisation gives it an opportunity to address your concerns within the shortest time possible. Alerting senior management to perceived deficiencies also help the organisation to identify changes that may be justified. Your complaint can therefore lead to improvements that may benefit other people in similar circumstances. Attached is a telephone list of those government departments and public organisations that you would most likely come across in your daily life. |
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| As a complainant, you have the right to expect - |
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fair treatment |
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scourtesy |
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timely response and accurate advice |
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respect for one’s privacy |
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reasons for decision |
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| At the same time, you have certain responsibilities that include - |
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providing timely and accurate information to support your complaint |
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treating the organisation’s staff with courtesy |
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adopting a reasonable and open-minded attitude |
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1. Black and white is best |
The best way to lodge a complaint is to do so in writing. This ensures accuracy of your complaint points. It also avoids the organisation dodging the issue. To assist complainants, many organisations have complaint forms to help you organize and present your complaint.
If you are not clear about who to complain to or whether your grievances are valid, you can telephone the organisation to inquire. This should help you to clarify the relevant issues and establish the complaint procedures. Identifying the appropriate person would also help to shorten the time taken to process your complaint. Sometimes if the matter is not complicated, the organisation may offer to resolve it over the phone.
When you phone, always establish whom it is that you are speaking to. Ask for his name and position. Tell him briefly about your complaint. Ask him how he can help. Keep a note of the date and time of the call, as well as the gist of what was said. If you have doubts about whether your concerns are being properly addressed, follow up by a written complaint.
Unless it is trivial matter that lends itself to quick resolution over the phone, it is always best to write. A complaint in black and white cannot be misunderstood or overlooked. Someone at some stage will have to answer your letter, and a written complaint is more likely to be directed to the right person for handling. |
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2. Address it to the person responsible |
| As a general rule, you should direct your complaint to the supervisor of the person or the activity that you are complaining about. Write to the head of the organisation if you do not know who is responsible. Most organisations have a complaint-handling unit to ensure that complaints are directed to the right office for action. |
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| 3. Identify yourself |
| When you lodge a complaint, it is important that you identify yourself and leave your address or a means of contact. The organisation may need to get in touch with you to clarify your complaint points or discuss solutions to your problem. Do not send anonymous complaints. Anonymous complaints pose great difficulties in investigations and follow-up. Some organisations, like the Office of The Ombudsman, are prohibited by law from investigating anonymous complaints. Other organisations may have a policy not to take follow-up action. In general, organisations expect the complainant to be the aggrieved person. If you feel strong enough to complain, you should be prepared to stand up and be counted. |
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| 4. What to include in your complaint statement |
| Summarize your complaint as best as you can. Make your points clearly and succinctly. There is no need to go into excessive details. Try to set out logically – |
the relevant dates, times, place and persons involved
a description of the events that give rise to your complaint
details of what was said and whether there were witnesses or corroborating evidence
copies of documents relevant to the complaint
any explanations you think are important. |
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| Attach copies of the relevant documents to your complaint letter. |
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5. Tell them what you need |
| ndicate what action you wish the organisation to take to resolve your problem. Do not go on the offence if you are not given what you want. Politeness goes a long way in enlisting other people’s help to meet your request. If a genuine mistake has been made, the persons or organisation concerned would normally be very willing to rectify their mistake or omission. Being abusive would only serve to antagonize and harden attitudes. It will not help resolve the problem, but only lead to more frustration and anger. |
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| Make sure that your demands are reasonable. Unreasonable demands or demands that breach existing policies will not get you very far. If your request is realistic and within the power of the person you are writing to, you are more likely to get a satisfactory outcome to your complaint. |
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6. Ask for action |
| Most organisations acknowledge receipt of letters, but they most likely would not acknowledge phone calls received. If the organisation does not tell you when they expect your complaint can be dealt with, you may ask them for an indication. Complaint handling can be a lengthy process. Your complaint will be one of many that the organisation has to deal with. If there is a degree of urgency involved in your case, let them know and explain why. |
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| 7. Tell them what you will do if the complaint is not resolved |
| Be firm but polite. If you intend to take the matter to a higher authority or to adopt a particular course of appeal, it may be appropriate to put the person or organisation on notice. Try not to give the organisation an impression that you are threatening them. It achieves little and may only serve to aggravate an already tense relationship. |
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| 8. Keep records |
| Keep copies of correspondence and other documentation relating to your complaint. This includes details of telephone calls. Very often, you will be asked to provide supporting documents or evidence to substantiate your complaint. It helps if you can produce these readily. |
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9. Be persistent |
| If nothing happens after a reasonable period of time, phone the organisation to check on progress. Sometimes you may have to write again to exert a suitable degree of pressure. |
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| 10. What to do if unsuccessful |
| If your complaint is not properly resolved, or is not dealt with in a reasonable time, you may want to take it to a higher authority or may bring it to the attention of some independent outside organisations. Attached is a list, though not exhaustive, of the telephone numbers of various organisations that can deal with complaints about particular matters. |
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List of General enquiry/complaint telephone numbers of various government departments and public organisations (as at 1 July 2005) |
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| Agriculture, Fisheries and Conservation Department |
27088885
1823 |
| Airport Authority, Hong Kong |
21887111 |
Architectural Services Department
(General Enquiry ( Handled by Integrated Call Centre 1823)) |
28673628 |
Architectural Services Department
(Complaints Hotline on new works sites) |
25237017 |
Architectural Services Department
(Repair Call Centre Hotline) |
23301100 |
Audit Commission |
28294210 |
Auxiliary Medical Service |
27622033 |
| Broadcasting Authority |
28278488 |
Buildings Department |
26261616 |
| Census and Statistics Department |
25824807 |
| Civil Aid Service |
28056020 |
| Civil Aviation Department (Enquiry Hotline) |
28674332 |
| Civil Aviation Department (Complaints Hotline) |
28674203 |
| Civil Aviation Department (Aircraft Noise Complaints Hotline) |
27696969 |
| Civil Engineering and Development Department |
27625111 |
| Companies Registry |
22349933 |
| Correctional Services Department (General Enquiry) |
25825117 |
| Correctional Services Department (Complaints Hotline) |
25743505 |
| Customs and Excise Department |
28157711 |
| Drainage Services Department (Customer Services Enquiry (Sewage Charges)) |
28770660 |
| Drainage Services Department (Complaint Hotline (24-hour)) |
23001110 |
| Drainage Services Department (Other Enquiry) |
28770660 |
| Electrical and Mechanical Services Department |
28828011 |
| Employees Retraining Board |
23116306 |
| Environmental Protection Department |
28383111 |
| Equal Opportunities Commission |
25118211 |
| Fire Services Department |
27238787 |
| Food and Environmental Hygiene Department |
28680000 |
| Government Flying Service |
23058212 |
| Government Laboratory |
27623700 |
| Government Logistics Department (General Enquiry) |
22315105
21641198 |
| Government Logistics Department (Auction Matters) |
28969880 |
| Government Logistics Department (Land Transport Matters) |
22315240 |
| Government Logistics Department (Printing Services) |
25649500 |
| Government Logistics Department (Procurement and Tenders matters) |
22315289 |
| Government Property Agency |
25947604 |
| Department of Health |
29618989 |
| Highways Department |
29264111 |
| Home Affairs Department |
28352500 |
| Hong Kong Arts Development Council |
28278786 |
| Hong Kong Examinations and Assessment Authority |
28349922 |
| Hong Kong Housing Authority and Housing Department |
27122712 |
| Hong Kong Housing Society |
28821717 |
| Hong Kong Monetary Authority (Public Enquiry Hotline) |
28788222 |
| Hong Kong Monetary Authority (Complaint about Banking Services) |
28781378 |
| Hong Kong Observatory |
29268200 |
| Hong Kong Post ( General Enquiry) |
29212222 |
| Hong Kong Post ( Suggestions and Customer Care Hotlines: Counter Services) |
25255856 |
| Hong Kong Post ( Suggestions and Customer Care Hotlines: Mail Delivery) |
27233454 |
| Hong Kong Post ( Suggestions and Customer Care Hotlines: Street Posting Boxes) |
23562516 |
| Hong Kong Sports Institute Limited |
26816888 |
| Hospital Authority (General Enquiry) |
23006555 |
| Hospital Authority (Head Office Complaint Hotline) |
23007125 |
| Immigration Department |
28246111 |
| Information Services Department |
25227662 |
| Inland Revenue Department |
25945000 |
| Intellectual Property Department |
29616901 |
| Invest Hong Kong |
31071000 |
| Joint Secretariat for the Advisory Bodies on Civil Service and Judicial Salaries and Conditions of Service |
29128523 |
| Judiciary |
28690869 |
| Department of Justice |
28672198 |
| Kowloon Canton Railway Corporation |
29293399 |
| Labour Department |
27171771 |
| Land Registry |
31050000 |
| Lands Department |
22313294 |
| Legal Aid Department |
25377677 |
| Legislative Council Secretariat, Complaints Division |
25264027 |
| Leisure and Cultural Services Department |
24145555 |
| Mandatory Provident Fund Schemes Authority |
29180102 |
| Marine Department |
25423711
28524345
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| Official Receiver's Office |
28672448 |
| Planning Department |
22315000 |
| Privacy Commissioner for Personal Data, Hong Kong |
28272827 |
| Public Service Commission, Secretariat of |
25235755 |
| Radio Television Hong Kong |
23396300 |
| Rating and Valuation Department |
21520111 |
| Registration and Electoral Office |
28911001 |
| Securities and Futures Commission (General) |
28409222 |
| Securities and Futures Commission (SFC infoline (General Information and information for intermediaties)) |
28409393 |
| Securities and Futures Commission (Investor Hotline) |
28409333 |
| Social Welfare Department |
23432255 |
| Student Financial Assistance Agency |
28022345 |
| Office of the Telecommunications Authority |
29616333 |
| Television and Entertainment Licensing Authority |
25945883 |
| Trade and Industry Department |
23985649 |
| Transport Department |
28042600 |
| Treasury |
28295124 |
| University Grants Committee Secretariat |
25243987 |
| Urban Renewal Authority |
25882333 |
| Vocational Training Council |
28361000 |
| Water Supplies Department |
28245000 |
