The Ombudsman –
acts with
independence,
objectivity
and impartiality
We strive to improve
public administration,
uphold our values and
advocate a positive
complaint culture
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
Transport Department’s Arrangements for Driving Tests (Full report available soon)
Summary
Regulation of Licensed Swimming Pools by Food and Environmental Hygiene Department (Full report available soon)
Summary
Effectiveness of 1823 in Handling Complaints and Enquiries (Full report available soon)
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 available soon)
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
Education Bureau’s Monitoring of Boarding Sections of Schools for Children with Intellectual Disabilities
Full Report
Summary
Measures and Usage of On-street Parking Spaces Designated for People with Disabilities
Full Report
Summary
E-book Lending Service of Public Libraries under Leisure and Cultural Services Department
Full Report
Summary
Government’s Regulation of Illegal Occupation or Obstruction of Streets by Goods and Miscellaneous Articles
Full Report
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
Summary
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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
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
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
Department of Health’s Dissemination of Information of the Latest Quarantine and Testing Requirements for Foreign Domestic Helpers
Full Report
Electrical and Mechanical Services Department’s handling of a report of electrical unsafety
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
Food and Environmental Hygiene Department’s monitoring of the issuance of certificates for columbarium niches in Islands District
Full Report
Department of Health’s shortcomings in issuing isolation documents to COVID-19 infected persons
Full Report
Chaotic arrangements of Health Bureau and Department of Health in a “restriction-testing declaration” operation
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
Arrangements by Transport Department and Post Office Delivery of renewed Vehicle Registration Document during the epidemic
Full Report
Department of Health’s handling of the declaration and issuance of quarantine documents of a confirmed patient’s household members
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
Housing Department’s enforcement actions against unauthorised laundry racks installed by public housing tenants
Full Report
Leisure and Cultural Services Department’s handling of street sleepers gathered at a park
Full Report
Transport Department’s approval of applications for residents’ service
Full Report
Housing Bureau’s handling of transitional housing projects
Full Report
Leisure and Cultural Services Department’s new measures for booking of sports venues
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
Food and Health Bureau’s arrangement for distribution of Rapid Antigen Test kits to the elderly
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
Lands Department’s handling of occupation of Government land by an arch canopy
Full Report
Housing Department’s processing of applications for “Priority Scheme for Families with Elderly Members”
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
Education Bureau’s handling of a complaint about withdrawal from religious study
Full Report
Ineffective enforcement of Food and Environmental Hygiene Department against obstruction of passageways by a market stall
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
Lands Department’s handling of a case of Government land occupation
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
Airport Authority's measures taken to safeguard passengers' safety
Full Report
Handling by Social Welfare Department of a complaint against a residential care home for the elderly
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
The handling by Lands Department of a short-term tenancy at nominal rent
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
Correctional Services Department failed to use video-recording equipment to collect evidence when an inmate was suspected of violating discipline
Full Report
Mishandling query and request repeatedly by The Joint Office for Investigation of Water Seepage Complaints
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
Complaint against Transport Department about Handling of Taxi Complaints
Summary
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