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24 November 2023
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17 November 2023
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15 November 2023
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24 October 2023
Ombudsman probes management of records on Government websites and social media accounts
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20 October 2023
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12 October 2023
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20 September 2023
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14 September 2023
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What Are You Looking for?
See Our Statistics Highlight of 2022-2023
Complaints received
Complaints completed
Performance achieved
2765
Closed after assessment
141
Concluded by inquiry
2112
Concluded by full investigation
305
Resolved by mediation
Direct investigations completed
9
Cases related to access to information completed
71
Recommendations given
211
Enquiries received
9279
Read About Our Cases
Pilot Scheme on Community Care Service Voucher for the Elderly (Full report available soon)
Summary
Government’s Enforcement against Defective Sewage Works of New Territories Exempted Houses (Full report available soon)
Summary
Housing Department’s Arrangements for Housing for Senior Citizens and Converted One-person Units (Full report available soon)
Summary
Handling of Complaints Involving Trees on Government Land (Full report available soon)
Summary
Education Bureau’s Monitoring of Boarding Sections of Schools for Children with Intellectual Disabilities (Full report available soon)
Summary
Measures and Usage of On-street Parking Spaces Designated for People with Disabilities (Full report available soon)
Summary
E-book Lending Service of Public Libraries under Leisure and Cultural Services Department (Full report available soon)
Summary
Government’s Regulation of Illegal Occupation or Obstruction of Streets by Goods and Miscellaneous Articles (Full report available soon)
Summary
Government’s Enforcement against Unauthorised Building Works in New Territories Exempted Houses
Full Report
Summary
Operational Arrangements for Statutory Visits under Justices of the Peace Visit Programme (Full Report available soon)
Summary
Effectiveness of Rodent Prevention and Control by Food and Environmental Hygiene Department
Full Report
Summary
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
Electrical and Mechanical Services Department’s repeated requests for a supplier’s submission of information on electrical products regarding safety requirements
Full Report
Environmental Protection Department’s enforcement actions against two concrete batching plants operating without a valid licence
Full Report
Department of Health’s handling of request for Isolation Orders/Records
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
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
Food and Environmental Hygiene Department’s monitoring of the issuance of certificates for columbarium niches in Islands District
Full Report
Electrical and Mechanical Services Department’s handling of a report of electrical unsafety
Full Report
Department of Health’s shortcomings in issuing isolation documents to COVID-19 infected persons
Full Report
Department of Health and Office of the Government Chief Information Officer mistakenly changing a member of the public’s QR code in the “LeaveHomeSafe” mobile application to Red Code
Full Report
Chaotic arrangements of Health Bureau and Department of Health in a “restriction-testing declaration” operation
Full Report
Department of Health’s Dissemination of Information of the Latest Quarantine and Testing Requirements for Foreign Domestic Helpers
Full Report
Arrangements by Transport Department and Post Office Delivery of renewed Vehicle Registration Document during the epidemic
Full Report
Door-to-door specimen collection for people with impaired mobility arranged by the former Food and Health Bureau, Home Affairs Department and Housing Department in a “restriction-testing declaration” operation
Full Report
Transport Department’s handling of applications for residents’ service
Full Report
Housing Department’s enforcement actions against unauthorised laundry racks installed by public housing tenants
Full Report
Handling of illegally parked bicycles at an uncovered Public Transport Interchange by the Home Affairs Department, Transport Department and Lands Department
Full Report
Department of Health’s handling of the declaration and issuance of quarantine documents of a confirmed patient’s household members
Full Report
Transport Department’s approval of applications for residents’ service
Full Report
Leisure and Cultural Services Department’s handling of street sleepers gathered at a park
Full Report
Leisure and Cultural Services Department’s new measures for booking of sports venues
Full Report
Food and Health Bureau’s arrangement for distribution of Rapid Antigen Test kits to the elderly
Full Report
Post Office and the then Food and Health Bureau’s implementation of declaration of non-local COVID-19 vaccination records at designated post offices
Full Report
Employees Retraining Board’s guidelines on and definition of the term “highest educational attainment” in the course application form
Full Report
Health Bureau’s handling of a report of suspected contraventions of Prevention and Control of Disease Ordinance and subsidiary legislation
Full Report
Arrangements by 1823 and Transport Department for handling public email sent to the department during the epidemic
Full Report
Food and Environmental Hygiene Department’s enforcement actions against of unlicensed restaurants
Full Report
Department of Health’s handling of a complaint about a residential building being mistakenly put on the list of buildings with infection cases of COVID-19
Full Report
Education Bureau’s arrangements for resumption of full-day face-to-face classes during the COVID-19 epidemic
Full Report
Buildings Department’s monitoring of repair works by consultant and contractor under the Mandatory Building Inspection Scheme
Full Report
Transport Department’s handling of an application for motor cycle learner’s driving licence
Full Report
Enforcement against the irregularities of a plastics recycling yard by Environmental Protection Department, Planning Department, Lands Department and Buildings Department
Full Report
Transport Department’s handling of a media organisation’s application for a Certificate of Particulars of Vehicle
Full Report
Handling of a large-scale compulsory quarantine exercise by Department of Health and Civil Aid Service
Full Report
Food and Environmental Hygiene Department’s failure to provide oath-taking or declaration services for hawker licensing matters
Full Report
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
Housing Department’s processing of applications for “Priority Scheme for Families with Elderly Members”
Full Report
Lands Department’s handling of occupation of Government land by an arch canopy
Full Report
Housing Department’s assessment of an application for paying original rent
Full Report
Food and Environmental Hygiene Department’s handling of illegal extension of shops and fixed hawker pitches and accumulation of polyfoam boxes
Full Report
Ineffective enforcement of Food and Environmental Hygiene Department against obstruction of passageways by a market stall
Full Report
Education Bureau’s handling of a complaint about withdrawal from religious study
Full Report
Lands Department’s continual renewal of a short-term tenancy of a Government Land for dangerous goods storage
Full Report
Home Affairs Bureau’s arrangements for convening the NGO Forum on Community Development
Full Report
Drawing up and publishing guidelines on dangerous goods vehicles by Fire Services Department and Labour Department
Full Report
Handling of on-pavement construction materials/demolition materials by Food and Environmental Hygiene Department, Lands Department and Highways Department
Full Report
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
Food and Environmental Hygiene Department failing to resolve obstruction problem caused by illegal extension of shops
Full Report
Regulating cages of carton recycler occupying public places by Food and Environmental Hygiene Department and Lands Department
Full Report
Conveyance of air mail by surface route by Post Office due to the coronavirus pandemic
Full Report
Procedures of Food and Health Bureau and Development Bureau for engaging contractors to build a quarantine centre
Full Report
Handling of wild pig nuisance by Agriculture, Fisheries and Conservation Department
Full Report
Immigration Department’s handling of application for search of marriage records in Hong Kong and birth registration records by a newspaper journalist
Full Report
Complaint against Water Supplies Department: An incident of anomaly in drinking water quality in a housing estate
Full Report
Complaint against Development Bureau for failing to assume responsibility for preserving some heritage items
Full Report
Inadequacy in Transport Department's Procedures for Vehicle Particulars Certificate Applications
Full Report
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
Airport Authority's airport management and contingency measures taken to safeguard interests of passengers
Full Report
Handling by Social Welfare Department of a complaint against a residential care home for the elderly
Full Report
The handling by Lands Department of a short-term tenancy at nominal rent
Full Report
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
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
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
Housing Department issued Flat Selection Notification twice under different schemes
Full Report
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
Mishandling query and request repeatedly by The Joint Office for Investigation of Water Seepage Complaints
Full Report
Correctional Services Department failed to use video-recording equipment to collect evidence when an inmate was suspected of violating discipline
Full Report
Complaint against Hospital Authority about dispensing arrangements at St. John Hospital
Full Report
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
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
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
Complaint against Education Bureau for delay in provision of hearing aid fitting services
Full Report
Handling by Agriculture, Fisheries and Conservation Department of a dog arriving in Hong Kong from Thailand
Full Report
Complaint about imposition of unreasonable requirements for compliance by the mini-storage industry
Full Report
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
Transport Department’s Improper Arrangement for Implementation of Two-way Toll Collection at the Lantau Link That Caused Serious Traffic Congestion
Summary
Handling of a Complaint by Highways Department and Labour Department about Inadequate Safety Measures for Lifting Operations in a Government Infrastructure Project
Summary
Handling of an Application for Housing Transfer by Social Welfare Department and Housing Department
Summary
Complaints against Buildings Department for Defective Follow-up Actions on Removal Orders
Summary
Handling of Food Safety Complaints by Food and Environmental Hygiene Department
Summary
Complaint against Food and Environmental Hygiene Department for Delay in Collecting Food Sample for Testing
Summary
Complaint against Airport Authority for Mishandling Enquiries about CCTV System
Summary
Food and Environmental Hygiene Department’s arrangements in allocating columbarium niches
Summary
Water Supplies Department and Lands Department for refusal to take over and maintain waterworks in Government road areas
Summary
Security Bureau refusing to provide daily occupancy statistics of community isolation facilities
Full Report
Information Services Department refusing to provide a list of media organisation invited to cover the July 1 Reunification Anniversary celebrations/festivities
Full Report
Financial Services and the Treasury Bureau refusing to provide information on allocations of Hong Kong Growth Portfolio of Future Fund
Full Report
Planning Department refusing to provide assessment reports for a strategic study
Full Report
Security Bureau, Immigration Department, Customs and Excise Department, Correctional Services Department, Fire Services Department, Hong Kong Police Force and Government Flying Service failing to provide statistics on disciplined services staff’s acceptance of advantages
Full Report
Education Bureau’s refusal to provide the number of dropouts and dropout rate of primary schools in Hong Kong
Full Report
Home Affairs Department, Transport and Housing Bureau and Lands Department being late in responding to a request
Full Report
Transport Department’s handling of a media organisation’s enquiry about application procedures for Certificate of Particulars of Vehicle
Full Report
FEHD refused to disclose the full report on the Site Selection Feasibility Study of the Tin Shui Wai public market
Full Report
DEVB refused to disclose information about AMO’s grading of a structure
Full Report
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
CEDB’s handling of request for the list of members of the dedicated team for reviewing the governance and management of RTHK
Full Report
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
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
GLD refused to provide information about distribution of Personal Protection Equipment between 2017 and 2019
Full Report
CSD refused to provide information about sale of its manufactured masks to non-governmental organisations between 2017 and 2019
Full Report
SWD refused to provide the number of “places of agency quota” of a residential care home for the elderly
Full Report
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
HKPF refused to provide the costs and particulars of tear gas rounds procured between 2014 and 2019
Full Report
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
HKPF refused to provide headings of all chapters in Police General Orders
Full Report
HKPF refused to provide information relating to procurement and disposal of tear gas rounds
Full Report
HKPF refused to provide the names and identification numbers of police officers engaged in certain operations
Full Report
DEVB refused to provide tenancy agreements for two revitalisation projects of historic buildings
Full Report
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
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
Complaint of delay and excessive masking in providing a report on traffic and transport impact assessment
Full Report
TD refused to provide the list of tenderers and selection result of operators of three new franchised bus routes
Full Report
Complaint against OFCA for refusing to provide the service options menus of its telephone hotline voice system
Full Report
SWD refused to provide annual accounting inspections records of an elderly home
Full Report
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
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
LCSD refused to provide the investigation report submitted by a sports association and the list of members of an investigation panel
Full Report
CSD failed to provide Mr A with various items of information related to his complaints against CSD in a timely manner
Full Report
ICAC refused to provide Mr B with documents related to his complaints against ICAC officers (“the Documents”)
Summary
HAD refused to provide an unabridged version of the Model Rules for Rural Committee Elections and the Constitutions of all Rural Committees
Summary
EPD refused to provide a breakdown of the cost of an outsourced project
Summary
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
CSD refused to provide information on complaints about use of unnecessary force by officers of its correctional institutions
Summary
REO refused to provide the complainant with statistics of the 2016 Legislative Council Election
Summary
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
HD refused to provide a tenant with rental information relating to other tenants in its factory estate
Summary
Leisure and Cultural Services Department failed to provide tree inspection report
Summary
Leisure and Cultural Services Department refused to release its tree inspection reports
Summary
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
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
Housing Department refused Mr A’s request for the management and maintenance records and CCTV footage of an estate shopping mall
Summary
Correctional Services Department erased the names of health care personnel from the medical records provided to Mr A
Summary
Marine Department refused to provide Mr A with the list of members of its Disciplinary Panel
Summary
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
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
The Narcotics Division refused to provide information regarding its opinion polls on the RESCUE Drug Testing Scheme
Summary
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
The Drainage Services Department refused to provide the investigation report on a road subsidence case
Summary