The Ombudsman –
acts with
independence,
objectivity
and impartiality
We strive to improve
public administration,
uphold our values and
advocate a positive
complaint culture
We explore handling suitable cases
by mediation first to resolve conflicts
and foster social harmony
What Are You Looking for?
See Our Statistics Highlight of 2023-2024
78.4
%
by electronic means or fax
10.6
%
by post
9.1
%
in person
1.9
%
by phone
2344
Closed after assessment
95
Concluded by full investigation
1771
Concluded by inquiry
187
Resolved by mediation
100
%
Complaints outside our statutory purview closed within 15 working days after initial assessment
86.5
%
Complaints concluded by investigation or inquiry within 3 months
99.1
%
Complex cases concluded by investigation or inquiry within 6 months
Direct investigation operations completed
10
Cases related to access to information completed
72
Recommendations given
186
Enquiries received
8599
Read About Our Cases
Government’s Regulation of Occupational Safety and Health in Construction Industry (Full report available soon)
Summary
Housing Department’s Management of Public Housing Estates: Illegal Parking
Full Report
Government’s Arrangements for Recovery, Refurbishment and Reallocation of Public Rental Housing Flats (Full report available soon)
Summary
Government's work in combating abuse of public housing resources (Full report available soon)
Summary
Government’s Provision of Public Services Relating to the After-death Arrangements (Full report available soon)
Summary
Leisure and Cultural Services Department’s Handling of Obstructions to Passageways by Bicycles Owned by Operators of Bicycle Rental Services (Full report available soon)
Summary
Enforcement by Planning Department and Lands Department against Unauthorised Land Developments (Full report available soon)
Summary
Transport Department’s Arrangements for Driving Tests (Full report available soon)
Summary
Effectiveness of 1823 in Handling Complaints and Enquiries (Full report available soon)
Summary
Regulation of Licensed Swimming Pools by Food and Environmental Hygiene Department
Full Report
Summary
Food and Environmental Hygiene Department’s Regulation over Sale of Food in Hot/Cold Holding and Non-prepackaged Beverages by Means of Vending Machine
Full Report
Summary
Repairs and Maintenance of Outdoor Recreational and Sports Facilities under Leisure and Cultural Services Department
Full Report
Summary
Government’s Enforcement against Defective Sewage Works of New Territories Exempted Houses
Full Report
Summary
Housing Department’s Arrangements for Housing for Senior Citizens and Converted One-person Units
Full Report
Summary
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Tender for operating light refreshment business at a park under Leisure and Cultural Services Department
Full Report
Tender for operating restaurant business at a swimming pool under Leisure and Cultural Services Department
Full Report
Food safety reports of Food and Environmental Hygiene Department
Full Report
Leisure and Cultural Services Department refusing to provide information of library materials removed from library shelves or withdrawn
Full Report
Implementation of HKeToll by Transport Department and loss of vehicle tags in post
Full Report
Housing Department’s tendering arrangement for the lease of a shop in a housing estate
Full Report
Reporting of unexpected serious adverse events following immunisation with COVID-19 vaccines by Health Bureau, Department of Health and Hospital Authority
Full Report
Measures taken by Food and Environmental Hygiene Department and Home Affairs Department in handling complaints about obstruction and noise caused by a wholesale market
Full Report
Failure to handle properly a complaint about damaged and faded national flags and regional flags by Home Affairs Department, Chief Secretary for Administration’s Office and 1823
Full Report
Buildings Department failing to properly handle a request for historical documents of a building
Full Report
Department of Health mistakenly issuing a Compulsory Testing Order and letters to a foreign domestic helper arriving in Hong Kong
Full Report
Transport Department’s handling of an application for cross-boundary private cars quota
Full Report
Electrical and Mechanical Services Department’s repeated requests for a supplier’s submission of information on electrical products regarding safety requirements
Full Report
Department of Health’s handling of request for Isolation Orders/Records
Full Report
Environmental Protection Department’s enforcement actions against two concrete batching plants operating without a valid licence
Full Report
Department of Health, Education Bureau and Social Welfare Department Quarantine and class resumption arrangements for COVID-19 recovered persons when their family members were subsequently tested positive
Full Report
Decision to Terminate the Mutual Aid Committee Scheme by the Former Home Affairs Bureau
Full Report
Transport Department’s handling of the application for postponing a driving test by a candidate under isolation order
Full Report
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