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26 October 2022

The Ombudsman tests positive for COVID-19

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16 August 2022

Ombudsman undergoing home quarantine

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See Our Statistics Highlight of 2021-2022
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Complaints received

jjjj

Complaints completed

3

Performance achieved

73.3 %

by email/fax

16.7 %

by post

6.8 %

in person

3.2 %

by phone

2293

Closed after assessment

2432

Concluded by inquiry

92

Concluded by full investigation

215

Resolved by mediation

100 %

100% Complaints closed within 15 working days after initial assessment due to jurisdictional restrictions

85 %

Complaints concluded within 3 months

99.4 %

Complaints concluded within 6 months

Direct investigations completed

8

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Cases related to access to information completed

93

Recommendations given

139

Enquiries received

8851

Read About Our Cases

Code on Access to Information

Planning Department refusing to provide assessment reports for a strategic study

Direct Investigation

Problem of Alleged Illegal Operation of Kaito Ferry Service

Direct Investigation

Website PR_DI451

Problem of Abandoned Vehicles on Government Land

Direct Investigation

Civil Aviation Department’s regulation of paragliding activities

Code on Access to Information

Education Bureau’s refusal to provide the number of dropouts and dropout rate of primary schools in Hong Kong

Direct Investigation

Photo-for-DI446_Official_small-size_446

Effectiveness of Rodent Prevention and Control by Food and Environmental Hygiene Department

Code on Access to Information

Home Affairs Department, Transport and Housing Bureau and Lands Department being late in responding to a request

Direct Investigation

DI444_case-small-size_444

Management and effectiveness of waste separation bins

Code on Access to Information

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Transport Department’s handling of a media organisation’s enquiry about application procedures for Certificate of Particulars of Vehicle

Full Investigation

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Transport Department’s handling of a media organisation’s application for a Certificate of Particulars of Vehicle

Direct Investigation

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Government’s Regulation of Boarding Facilities for Foreign Domestic Helpers

Full Investigation

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Food and Environmental Hygiene Department’s failure to provide oath-taking or declaration services for hawker licensing matters

Full Investigation

DH_CAS_website

Handling of a large-scale compulsory quarantine exercise by Department of Health and Civil Aid Service

Full Investigation

TD_IR_EN202112

Publicity about minibus section fares under the Government Public Transport Fare Concession Scheme for the Elderly and Eligible Persons with Disabilities by Labour and Welfare Bureau and Transport Department

Direct Investigation

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Government’s Control of Illicit Fuelling Activities

Problem of Alleged Illegal Operation of Kaito Ferry Service
Summary
PDF Download
Website PR_DI451
Problem of Abandoned Vehicles on Government Land
Summary
PDF Download
Photo-for-DI446_Official_small-size_446
Effectiveness of Rodent Prevention and Control by Food and Environmental Hygiene Department
Summary
PDF Download
Civil Aviation Department’s regulation of paragliding activities
Summary
PDF Download
DI444_case-small-size_444
Management and effectiveness of waste separation bins
Full Report
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Summary
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DI447-photo-mosaic_small_0
Government’s Regulation of Boarding Facilities for Foreign Domestic Helpers
Full Report
PDF Download
Summary
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DI-445-Official-Photo_small-size
Regulatory Work on Dog Keepers’ Obligations by Agriculture, Fisheries and Conservation Department
Summary
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DI448_Official-Photo_small-size_4_448
Government’s Control of Illicit Fuelling Activities
Full Report
PDF Download
Summary
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DI450_case_TC-n-SC_small-size
Transport Department’s Requirements for Physical Fitness Certification of Driving Licence Applicants/Holders
Full Report
PDF Download
Summary
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DI443_Photo-for-_small-size
Government’s Arrangements for Engaging Outside Interpretation Services
Full Report
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Summary
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DI441_Website-Banner-Photo_small-size
Effectiveness of Mosquito Prevention and Control by Food and Environmental Hygiene Department
Full Report
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Summary
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DI438_EMSD_Official_small_size
Regulatory Regime for Lifts and Escalators
Summary
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DI431-FEHD_BD_Official-Photo_small-size
Management and Repair of Public Toilets by Food and Environmental Hygiene Department and Architectural Services Department
Full Report
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Summary
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DI440_Official-Photo_small-size
Government’s Handling of Misconnection of Private Building Sewers to Stormwater Collection System
Full Report
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Summary
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DI442_Official_Photo_small_size
Government’s Mechanism for Monitoring Vaccines Provided by Private Healthcare Facilities
Full Report
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Summary
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DI461 EN
Transport Department’s handling of a media organisation’s application for a Certificate of Particulars of Vehicle
Full Report
PDF Download
DI461 EN
Handling of a large-scale compulsory quarantine exercise by Department of Health and Civil Aid Service
Full Report
PDF Download
DI461 EN
Food and Environmental Hygiene Department’s failure to provide oath-taking or declaration services for hawker licensing matters
Full Report
PDF Download
DI461 EN
Publicity about minibus section fares under the Government Public Transport Fare Concession Scheme for the Elderly and Eligible Persons with Disabilities by Labour and Welfare Bureau and Transport Department
Full Report
PDF Download
DI461 EN
Lands Department’s handling of occupation of Government land by an arch canopy
Full Report
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DI461 EN
Housing Department’s processing of applications for “Priority Scheme for Families with Elderly Members”
Full Report
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DI461 EN
Housing Department’s assessment of an application for paying original rent
Full Report
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DI461 EN
Food and Environmental Hygiene Department’s handling of illegal extension of shops and fixed hawker pitches and accumulation of polyfoam boxes
Full Report
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DI461 EN
Ineffective enforcement of Food and Environmental Hygiene Department against obstruction of passageways by a market stall
Full Report
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DI461 EN
Education Bureau’s handling of a complaint about withdrawal from religious study
Full Report
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DI461 EN
Lands Department’s continual renewal of a short-term tenancy of a Government Land for dangerous goods storage
Full Report
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DI461 EN
Home Affairs Bureau’s arrangements for convening the NGO Forum on Community Development
Full Report
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DI461 EN
Lands Department’s handling of a case of Government land occupation
Full Report
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DI461 EN
Drawing up and publishing guidelines on dangerous goods vehicles by Fire Services Department and Labour Department
Full Report
PDF Download
DI461 EN
Handling of on-pavement construction materials/demolition materials by Food and Environmental Hygiene Department, Lands Department and Highways Department
Full Report
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DI461 EN
Immigration Department’s handling of a request by newspaper journalists for search of marriage record of two persons and to obtain a certified copy of their marriage certificate
Full Report
PDF Download
DI461 EN
Food and Environmental Hygiene Department failing to resolve obstruction problem caused by illegal extension of shops
Full Report
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DI461 EN
Regulating cages of carton recycler occupying public places by Food and Environmental Hygiene Department and Lands Department
Full Report
PDF Download
DI461 EN
Conveyance of air mail by surface route by Post Office due to the coronavirus pandemic
Full Report
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DI461 EN
Procedures of Food and Health Bureau and Development Bureau for engaging contractors to build a quarantine centre
Full Report
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DI461 EN
Immigration Department’s handling of application for search of marriage records in Hong Kong and birth registration records by a newspaper journalist
Full Report
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DI461 EN
Handling of wild pig nuisance by Agriculture, Fisheries and Conservation Department
Full Report
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DI461 EN
Inadequacy in Transport Department's Procedures for Vehicle Particulars Certificate Applications
Full Report
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DI461 EN
Complaint against Water Supplies Department: An incident of anomaly in drinking water quality in a housing estate
Full Report
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DI461 EN
Complaint against Development Bureau for failing to assume responsibility for preserving some heritage items
Full Report
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DI461 EN
Handling by Social Welfare Department of a complaint against a residential care home for the elderly
Full Report
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DI461 EN
Agriculture, Fisheries and Conservation Department’s handling of a report on police officers’ alleged violation of Prevention of Cruelty to Animals Ordinance by sending a police dog to the scene where tear gas was used
Full Report
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DI461 EN
Airport Authority's measures taken to safeguard passengers' safety
Full Report
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DI461 EN
Airport Authority's airport management and contingency measures taken to safeguard interests of passengers
Full Report
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DI461 EN
Handling by Food and Health Bureau, Food and Environmental Hygiene Department, Lands Department and Highways Department of unauthorised display and affixing of bills and graffiti in public places
Full Report
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DI461 EN
The handling by Lands Department of a short-term tenancy at nominal rent
Full Report
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DI461 EN
Complaint against Food and Environmental Hygiene Department and Lands Department about the handling of prolonged occupation of a bicycle parking space by a suitcase
Full Report
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DI461 EN
Housing Department failing to inform complainant that some pipeworks of his flat were located at the flat below such that he had not requested related pre-sale maintenance before he purchased the flat under the Tenants Purchase Scheme
Full Report
PDF Download
DI461 EN
Housing Department issued Flat Selection Notification twice under different schemes
Full Report
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DI461 EN
Complaint against Food and Environmental Hygiene Department for failing to properly handle the hygiene problem caused by roadside car washing activities of car washing shops
Full Report
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DI461 EN
Mishandling query and request repeatedly by The Joint Office for Investigation of Water Seepage Complaints
Full Report
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DI461 EN
Correctional Services Department failed to use video-recording equipment to collect evidence when an inmate was suspected of violating discipline
Full Report
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DI461 EN
Complaint against Hospital Authority about dispensing arrangements at St. John Hospital
Full Report
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DI461 EN
Complaint about blindly granting more time to mini-storage premises operators to abate fire hazards and failing to inform the public of those non-compliant mini-storage premises
Full Report
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DI461 EN
Omission by Department of Health and Social Welfare Department to include persons with disabilities receiving Comprehensive Social Security Assistance as an eligible group under the Vaccination Schemes
Full Report
PDF Download
DI461 EN
Complaint against Agriculture, Fisheries and Conservation Department and Hospital Authority for improper handling of a dog biting incident in which the complainant was injured
Full Report
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DI461 EN
Complaint against Education Bureau for delay in provision of hearing aid fitting services
Full Report
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DI461 EN
Handling by Agriculture, Fisheries and Conservation Department of a dog arriving in Hong Kong from Thailand
Full Report
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DI461 EN
Complaint about imposition of unreasonable requirements for compliance by the mini-storage industry
Full Report
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DI461 EN
Complaints against the Post Office and Rating and Valuation Department for Discontinuation of Postal Service to an Address in a Village in the New Territories
Full Report
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DI461 EN
Transport Department’s Improper Arrangement for Implementation of Two-way Toll Collection at the Lantau Link That Caused Serious Traffic Congestion
Summary
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DI461 EN
Handling of a Complaint by Highways Department and Labour Department about Inadequate Safety Measures for Lifting Operations in a Government Infrastructure Project
Summary
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DI461 EN
Handling of an Application for Housing Transfer by Social Welfare Department and Housing Department
Summary
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DI461 EN
Complaints against Buildings Department for Defective Follow-up Actions on Removal Orders
Summary
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DI461 EN
Handling of Food Safety Complaints by Food and Environmental Hygiene Department
Summary
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DI461 EN
Complaint against Food and Environmental Hygiene Department for Delay in Collecting Food Sample for Testing (Summary in Chinese version only)
Summary
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DI461 EN
Complaint against Airport Authority for Mishandling Enquiries about CCTV System
Summary
PDF Download
DI461 EN
Water Supplies Department and Lands Department for refusal to take over and maintain waterworks in Government road areas
Summary
PDF Download
DI461 EN
Food and Environmental Hygiene Department’s arrangements in allocating columbarium niches
Summary
PDF Download
DI461 EN
Complaint against Transport Department about Handling of Taxi Complaints
Summary
PDF Download
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Planning Department refusing to provide assessment reports for a strategic study
Full Report
PDF Download
Education Bureau’s refusal to provide the number of dropouts and dropout rate of primary schools in Hong Kong
Full Report
PDF Download
Home Affairs Department, Transport and Housing Bureau and Lands Department being late in responding to a request
Full Report
PDF Download
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Transport Department’s handling of a media organisation’s enquiry about application procedures for Certificate of Particulars of Vehicle
Full Report
PDF Download
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FEHD refused to disclose the full report on the Site Selection Feasibility Study of the Tin Shui Wai public market
Full Report
PDF Download
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DEVB refused to disclose information about AMO’s grading of a structure
Full Report
PDF Download
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HKPF refused to provide copies of donation records of Police Welfare Fund (Case 1) and donation information of Police Children’s Education Trust and Police Education and Welfare Trust (Case 2)
Full Report
PDF Download
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CEDB’s handling of request for the list of members of the dedicated team for reviewing the governance and management of RTHK
Full Report
PDF Download
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DH refused to disclose the voting results and advice of its two Scientific Committees and Government’s Expert Advisory Panel on COVID-19 vaccine procurement by Government
Full Report
PDF Download
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HKPF refused to provide information about fixed penalty notices issued pursuant to two subsidiary regulations under the Prevention and Control of Disease Ordinance
Full Report
PDF Download
REO failing to provide statistics on registered electors
Full Report
PDF Download
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GLD refused to provide information about distribution of Personal Protection Equipment between 2017 and 2019
Full Report
PDF Download
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SWD refused to provide the number of “places of agency quota” of a residential care home for the elderly
Full Report
PDF Download
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CSD refused to provide information about sale of its manufactured masks to non-governmental organisations between 2017 and 2019
Full Report
PDF Download
SB refused to disclose information regarding the written submissions received by the Government on the proposed amendments to the Mutual Legal Assistance Ordinance and the Fugitive Offenders Ordinance
Full Report
PDF Download
HKPF refused to provide the costs and particulars of tear gas rounds procured between 2014 and 2019
Full Report
PDF Download
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HKPF's refusal to disclose the composition and brands of tear gas rounds used and coloured solution sprayed by specialised crowd management vehicles
Full Report
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HKPF refused to provide headings of all chapters in Police General Orders
Full Report
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HKPF refused to provide the names and identification numbers of police officers engaged in certain operations
Full Report
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HKPF refused to provide information relating to procurement and disposal of tear gas rounds
Full Report
PDF Download
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DEVB refused to provide tenancy agreements for two revitalisation projects of historic buildings
Full Report
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JA refusing to provide information about the dates of taking the Judicial Oath for assuming office of three judges and names of the officers administering their oath
Full Report
PDF Download
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Complaint against BD for refusing to provide investigation reports and other relevant information about alleged defective waste water pipes on the complainant’s premises
Full Report
PDF Download
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Complaint of delay and excessive masking in providing a report on traffic and transport impact assessment
Full Report
PDF Download
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TD refused to provide the list of tenderers and selection result of operators of three new franchised bus routes
Full Report
PDF Download
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Complaint against OFCA for refusing to provide the service options menus of its telephone hotline voice system
Full Report
PDF Download
SWD refused to provide annual accounting inspections records of an elderly home
Full Report
PDF Download
TD refused to provide the Code of Practice for the examination of private cars and light goods vehicles at designated car testing centres
Full Report
PDF Download
Complaint against Lands Department for refusing to disclose the amounts of premium and administration fee paid by an applicant for change of land use who was granted a waiver in the form of a letter of no objection
Full Report
PDF Download
LCSD refused to provide the investigation report submitted by a sports association and the list of members of an investigation panel
Full Report
PDF Download
CSD failed to provide Mr A with various items of information related to his complaints against CSD in a timely manner
Full Report
PDF Download
ICAC refused to provide Mr B with documents related to his complaints against ICAC officers (“the Documents”)
Summary
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HAD refused to provide an unabridged version of the Model Rules for Rural Committee Elections and the Constitutions of all Rural Committees
Summary
PDF Download
LandsD refused to provide squatter inspection records
Summary
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EPD refused to provide a breakdown of the cost of an outsourced project
Summary
PDF Download
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SWD refused to provide Mr C with the manual on its Comprehensive Social Security Assistance (“CSSA”) Scheme (“CSSA Manual”) and had delay in responding to his information request
Summary
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LCSD refused to provide CCTV footage of a public library
Summary
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CSD refused to provide information on complaints about use of unnecessary force by officers of its correctional institutions
Summary
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REO refused to provide the complainant with statistics of the 2016 Legislative Council Election
Summary
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LCSD refused to disclose the full text of a deed that it had signed with a company on the management of a waterfront promenade
Summary
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HD refused to provide a tenant with rental information relating to other tenants in its factory estate
Summary
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Leisure and Cultural Services Department failed to provide tree inspection report
Summary
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Constitutional and Mainland Affairs Bureau refused to provide records and details of the Government’s discourse with various political groups and Legislative Council Members on the 2015 political reform package
Summary
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Leisure and Cultural Services Department refused to release its tree inspection reports
Summary
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Lands Department refused to provide Mr A with the personal data of an individual who had expressed an opinion on the Department’s proposal
Summary
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Housing Department refused Mr A’s request for the management and maintenance records and CCTV footage of an estate shopping mall
Summary
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Correctional Services Department erased the names of health care personnel from the medical records provided to Mr A
Summary
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Marine Department refused to provide Mr A with the list of members of its Disciplinary Panel
Summary
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Government Property Agency refused Mr A’s request for the full investigation report regarding a noise nuisance complaint prepared by a property management company (“the Company”) engaged by Government Property Agency
Summary
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The Food and Health Bureau refused to provide information pertaining to its meeting in Chengdu with the State General Administration of Quality Supervision, Inspection and Quarantine on updating the list of pesticide residues in food under the relevant legislation
Summary
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The Narcotics Division refused to provide information regarding its opinion polls on the RESCUE Drug Testing Scheme
Summary
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The Education Bureau refused to disclose the days on which it had inspected the premises suspected to be used as an unlicensed tutorial centre
Summary
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The Drainage Services Department refused to provide the investigation report on a road subsidence case
Summary
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