Office of The Ombudsman, Hong Kong

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.

As a complainant, you have the right to expect -

fair treatment

courtesy

timely response and accurate advice

respect for one’s privacy

reasons for decision

At the same time, you have certain responsibilities that include -

providing timely and accurate information to support your complaint

treating the organisation's staff with courtesy

adopting a reasonable and open-minded attitude

Key points for complainants

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.

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.　

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.

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.

Attach copies of the relevant documents to your complaint letter.

5. Tell them what you need

indicate 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.

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.　

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.

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.

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.

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.

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.

List of General EnquiryTelephone Numbers of Various Government Departments and Public Organisations (as at 10 August 2009)

Department/Organisation	Telephone Number
Government Hotline	1823
Agriculture, Fisheries and Conservation Department	2708 8885 1823
Airport Authority, Hong Kong	2181 8888
Architectural Services Department (a) General Enquiry (handled by the Integrated Call Centre 1823)	2867 3628
(b) Complaints Hotline on new works sites	2523 7017
(c) Repair Call Centre Hotline	2330 1100
Audit Commission	2829 4210
Auxiliary Medical Service	2762 2033
Broadcasting Authority	2594 5721
Buildings Department	2626 1616
Census and Statistics Department	2582 4807
Civil Aid Service	2805 6020
Civil Aviation Department
(a) Enquiry Hotline	2867 4318
(b) Aircraft Noise Complaint Hotline	2769 6969
Civil Engineering and Development Department	2762 5111
Companies Registry	2234 9933
Correctional Services Department	2511 3511
Customs and Excise Department	2815 7711
Drainage Services Department
(a) General Enquiry	2877 0660
(b) Customer Services (Sewage Charges) Enquiry	2834 9432
(c) Complaints Hotline (24-hour)	2300 1110
Electrical and Mechanical Services Department	1823
Employees Retraining Board
(a) General Enquiry	2311 6306
(b) Course Enquiry	2311 6696
Environmental Protection Department	2838 3111
Equal Opportunities Commission	2511 8211
Fire Services Department	2723 8787
Food and Environmental Hygiene Department	2868 0000
Government Flying Service	2305 8212
Government Laboratory	2762 3700
Government Logistics Department	2231 5105
Government Property Agency	2594 7604 2594 7605
Department of Health	2961 8989
Highways Department	2926 4111
Home Affairs Department	2835 2500
Hong Kong Arts Development Council	2827 8786
Hong Kong Examinations and Assessment Authority	3628 8833
Hong Kong Housing Authority and Housing Department	2712 2712
Hong Kong Housing Society	2882 1717
Hong Kong Monetary Authority
(a) Public Enquiry Hotline	2878 8222
(b) Complaint Hotline	2878 1378
Hong Kong Observatory	2926 8200
Hongkong Post
(a) General Enquiries	2921 2222
(b) Suggestions and Customer Care Hotlines:
Counter Services	2525 5856
Mail Delivery	2723 3454
Street Posting Boxes (Hong Kong & Outlying Islands) Street Posting Boxes (Kowloon & New Territories)	2921 2328 2356 2516
Hong Kong Sports Institute Limited	2681 6888
Hospital Authority	2300 6555
Immigration Department	2824 6111
Information Services Department	2842 8847
Inland Revenue Department	187 8088
Innovation and Technology Commission	2737 2208
Intellectual Property Department	2961 6901
Invest Hong Kong	3107 1000
Joint Secretariat for the Advisory Bodies on Civil Service and Judicial Salaries and Conditions of Service	2912 8523
Judiciary	2869 0869
Department of Justice	2867 2198
Kowloon-Canton Railway Corporation	2688 1333
Labour Department	2717 1771
Land Registry	3105 0000
Lands Department	2231 3294
Legal Aid Department	2537 7677
Legislative Council Secretariat, Complaints Division	2526 4027
Leisure and Cultural Services Department	2414 5555
Mandatory Provident Fund Schemes Authority	2918 0102
Marine Department	2542 3711
Official Receiver's Office	2867 2448
Planning Department	2231 5000
Privacy Commissioner for Personal Data	2827 2827
Public Service Commission	2523 5755
Radio Television Hong Kong	2339 6300
Rating and Valuation Department	2152 0111
Registration and Electoral Office	2891 1001
Securities and Futures Commission	2840 9222
Social Welfare Department	2343 2255
Student Financial Assistance Agency	2802 2345
Telecommunications Authority, Office of the	2961 6333
Television and Entertainment Licensing Authority	2594 5883
Trade and Industry Department	2392 2922
Transport Department	2804 2600
Treasury	2845 8866
University Grants Committee Secretariat	2524 3987
Urban Renewal Authority	2588 2333
Vocational Training Council	2836 1000
Water Supplies Department	2824 5000

Appendix 2

List of Telephone Numbers of Various Organisations Which Can Deal With Complaints About Particular Matters (as at 10 August 2009)

Department/Organisation	Telephone Number
Central Traffic Prosecution Division	2866 6552
Complaints Against Police Office (24 hour hotline)	2866 7700
Consumer Council	2929 2222
Estate Agents Authority	2111 2777
Hong Kong Bar Association	2869 0210
Hong Kong Exchanges and Clearing Limited	2840 3895
Independent Police Complaints Council	2524 3841
Independent Commission Against Corruption (ICAC)	2526 6366
ICAC Complaints Committee	2810 3503
Legal Aid Services Council	2838 5378
Review Body on Bid Challenges	2398 5449
The Law Society of Hong Kong	2846 0500
The Medical Council of Hong Kong	2873 5131
Transport Complaints Unit	2889 9999

Registration and Electoral Office

Complaints Against Police Office