SKIP NAVIGATION Office Of The Ombudsman, Hong Kong

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1 April 2024

New Ombudsman assumes office today

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Announcements

15 March 2024

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See Our Statistics Highlight of 2022-2023
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Complaints received

jjjj

Complaints completed

3

Performance achieved

77.5 %

by electronic means/fax

11 %

by post

8.4 %

in person

3.1 %

by phone

2765

Closed after assessment

141

Concluded by full investigation

2112

Concluded by inquiry

305

Resolved by mediation

100 %

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

86.8 %

Complaints concluded within 3 months

99.4 %

Complaints concluded within 6 months

Direct investigations completed

9

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Cases related to access to information completed

71

Recommendations given

211

Enquiries received

9279

Read About Our Cases
Regulation of Licensed Swimming Pools by Food and Environmental Hygiene Department (Full report available soon)
Summary
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Effectiveness of 1823 in Handling Complaints and Enquiries (Full report available soon)
Summary
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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
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Repairs and Maintenance of Outdoor Recreational and Sports Facilities under Leisure and Cultural Services Department (Full report available soon)
Summary
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Pilot Scheme on Community Care Service Voucher for the Elderly (Full report available soon)
Summary
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Government’s Enforcement against Defective Sewage Works of New Territories Exempted Houses
Full Report
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Summary
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Housing Department’s Arrangements for Housing for Senior Citizens and Converted One-person Units
Full Report
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Handling of Complaints Involving Trees on Government Land
Full Report
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Summary
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Education Bureau’s Monitoring of Boarding Sections of Schools for Children with Intellectual Disabilities
Full Report
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Summary
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Measures and Usage of On-street Parking Spaces Designated for People with Disabilities
Full Report
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Summary
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E-book Lending Service of Public Libraries under Leisure and Cultural Services Department
Full Report
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Summary
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Government’s Regulation of Illegal Occupation or Obstruction of Streets by Goods and Miscellaneous Articles
Full Report
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Summary
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Government’s Enforcement against Unauthorised Building Works in New Territories Exempted Houses
Full Report
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Operational Arrangements for Statutory Visits under Justices of the Peace Visit Programme
Full Report
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Problem of Alleged Illegal Operation of Kaito Ferry Service
Full Report
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Ombudsman probes provision of
Implementation of HKeToll by Transport Department and loss of vehicle tags in post
Full Report
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Housing Department’s tendering arrangement for the lease of a shop in a housing estate
Full Report
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Reporting of unexpected serious adverse events following immunisation with COVID-19 vaccines by Health Bureau, Department of Health and Hospital Authority
Full Report
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Ombudsman probes provision of
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
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Ombudsman probes provision of
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
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Ombudsman probes provision of
Department of Health mistakenly issuing a Compulsory Testing Order and letters to a foreign domestic helper arriving in Hong Kong
Full Report
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Ombudsman probes provision of
Transport Department’s handling of an application for cross-boundary private cars quota
Full Report
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Electrical and Mechanical Services Department’s repeated requests for a supplier’s submission of information on electrical products regarding safety requirements
Full Report
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Ombudsman probes provision of
Department of Health’s handling of request for Isolation Orders/Records
Full Report
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Environmental Protection Department’s enforcement actions against two concrete batching plants operating without a valid licence
Full Report
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Ombudsman probes provision of
Decision to Terminate the Mutual Aid Committee Scheme by the Former Home Affairs Bureau
Full Report
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Transport Department’s handling of the application for postponing a driving test by a candidate under isolation order
Full Report
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Ombudsman probes provision of
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
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Ombudsman probes provision of
Department of Health’s Dissemination of Information of the Latest Quarantine and Testing Requirements for Foreign Domestic Helpers
Full Report
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Electrical and Mechanical Services Department’s handling of a report of electrical unsafety
Full Report
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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
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Ombudsman probes provision of
Food and Environmental Hygiene Department’s monitoring of the issuance of certificates for columbarium niches in Islands District
Full Report
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Ombudsman probes provision of
Department of Health’s shortcomings in issuing isolation documents to COVID-19 infected persons
Full Report
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Ombudsman probes provision of
Chaotic arrangements of Health Bureau and Department of Health in a “restriction-testing declaration” operation
Full Report
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Ombudsman probes provision of
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
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Ombudsman probes provision of
Transport Department’s handling of applications for residents’ service
Full Report
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Ombudsman probes provision of
Arrangements by Transport Department and Post Office Delivery of renewed Vehicle Registration Document during the epidemic
Full Report
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Department of Health’s handling of the declaration and issuance of quarantine documents of a confirmed patient’s household members
Full Report
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Ombudsman probes provision of
Handling of illegally parked bicycles at an uncovered Public Transport Interchange by the Home Affairs Department, Transport Department and Lands Department
Full Report
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Housing Department’s enforcement actions against unauthorised laundry racks installed by public housing tenants
Full Report
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Leisure and Cultural Services Department’s handling of street sleepers gathered at a park
Full Report
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Transport Department’s approval of applications for residents’ service
Full Report
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Housing Bureau’s handling of transitional housing projects
Full Report
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Ombudsman probes provision of
Leisure and Cultural Services Department’s new measures for booking of sports venues
Full Report
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Ombudsman probes provision of
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
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Food and Health Bureau’s arrangement for distribution of Rapid Antigen Test kits to the elderly
Full Report
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Employees Retraining Board’s guidelines on and definition of the term “highest educational attainment” in the course application form
Full Report
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Health Bureau’s handling of a report of suspected contraventions of Prevention and Control of Disease Ordinance and subsidiary legislation
Full Report
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Ombudsman probes provision of
Arrangements by 1823 and Transport Department for handling public email sent to the department during the epidemic
Full Report
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Ombudsman probes provision of
Food and Environmental Hygiene Department’s enforcement actions against of unlicensed restaurants
Full Report
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Ombudsman probes provision of
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
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Ombudsman probes provision of
Education Bureau’s arrangements for resumption of full-day face-to-face classes during the COVID-19 epidemic
Full Report
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Ombudsman probes provision of
Buildings Department’s monitoring of repair works by consultant and contractor under the Mandatory Building Inspection Scheme
Full Report
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Ombudsman probes provision of
Transport Department’s handling of an application for motor cycle learner’s driving licence
Full Report
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Ombudsman probes provision of
Enforcement against the irregularities of a plastics recycling yard by Environmental Protection Department, Planning Department, Lands Department and Buildings Department
Full Report
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Transport Department’s handling of a media organisation’s application for a Certificate of Particulars of Vehicle
Full Report
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Handling of a large-scale compulsory quarantine exercise by Department of Health and Civil Aid Service
Full Report
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Food and Environmental Hygiene Department’s failure to provide oath-taking or declaration services for hawker licensing matters
Full Report
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Ombudsman probes provision of
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
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Lands Department’s handling of occupation of Government land by an arch canopy
Full Report
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Housing Department’s processing of applications for “Priority Scheme for Families with Elderly Members”
Full Report
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Housing Department’s assessment of an application for paying original rent
Full Report
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Ombudsman probes provision of
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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Ombudsman probes provision of
Education Bureau’s handling of a complaint about withdrawal from religious study
Full Report
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Ombudsman probes provision of
Ineffective enforcement of Food and Environmental Hygiene Department against obstruction of passageways by a market stall
Full Report
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Lands Department’s continual renewal of a short-term tenancy of a Government Land for dangerous goods storage
Full Report
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Ombudsman probes provision of
Home Affairs Bureau’s arrangements for convening the NGO Forum on Community Development
Full Report
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Ombudsman probes provision of
Lands Department’s handling of a case of Government land occupation
Full Report
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Ombudsman probes provision of
Drawing up and publishing guidelines on dangerous goods vehicles by Fire Services Department and Labour Department
Full Report
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Ombudsman probes provision of
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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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
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Ombudsman probes provision of
Food and Environmental Hygiene Department failing to resolve obstruction problem caused by illegal extension of shops
Full Report
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Ombudsman probes provision of
Regulating cages of carton recycler occupying public places by Food and Environmental Hygiene Department and Lands Department
Full Report
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Ombudsman probes provision of
Conveyance of air mail by surface route by Post Office due to the coronavirus pandemic
Full Report
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Ombudsman probes provision of
Procedures of Food and Health Bureau and Development Bureau for engaging contractors to build a quarantine centre
Full Report
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Ombudsman probes provision of
Handling of wild pig nuisance by Agriculture, Fisheries and Conservation Department
Full Report
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Ombudsman probes provision of
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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Ombudsman probes provision of
Complaint against Water Supplies Department: An incident of anomaly in drinking water quality in a housing estate
Full Report
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Complaint against Development Bureau for failing to assume responsibility for preserving some heritage items
Full Report
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Ombudsman probes provision of
Inadequacy in Transport Department's Procedures for Vehicle Particulars Certificate Applications
Full Report
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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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Ombudsman probes provision of
Airport Authority's airport management and contingency measures taken to safeguard interests of passengers
Full Report
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Ombudsman probes provision of
Airport Authority's measures taken to safeguard passengers' safety
Full Report
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Ombudsman probes provision of
Handling by Social Welfare Department of a complaint against a residential care home for the elderly
Full Report
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Ombudsman probes provision of
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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Ombudsman probes provision of
The handling by Lands Department of a short-term tenancy at nominal rent
Full Report
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Ombudsman probes provision of
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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Ombudsman probes provision of
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
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Ombudsman probes provision of
Housing Department issued Flat Selection Notification twice under different schemes
Full Report
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Ombudsman probes provision of
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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Ombudsman probes provision of
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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Ombudsman probes provision of
Mishandling query and request repeatedly by The Joint Office for Investigation of Water Seepage Complaints
Full Report
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Complaint against Hospital Authority about dispensing arrangements at St. John Hospital
Full Report
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Ombudsman probes provision of
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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Ombudsman probes provision of
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
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Ombudsman probes provision of
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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Complaint against Education Bureau for delay in provision of hearing aid fitting services
Full Report
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Handling by Agriculture, Fisheries and Conservation Department of a dog arriving in Hong Kong from Thailand
Full Report
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Ombudsman probes provision of
Complaint about imposition of unreasonable requirements for compliance by the mini-storage industry
Full Report
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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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Ombudsman probes provision of
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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Ombudsman probes provision of
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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Handling of an Application for Housing Transfer by Social Welfare Department and Housing Department
Summary
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Ombudsman probes provision of
Complaints against Buildings Department for Defective Follow-up Actions on Removal Orders
Summary
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Ombudsman probes provision of
Handling of Food Safety Complaints by Food and Environmental Hygiene Department
Summary
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Complaint against Food and Environmental Hygiene Department for Delay in Collecting Food Sample for Testing
Summary
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Complaint against Airport Authority for Mishandling Enquiries about CCTV System
Summary
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Ombudsman probes provision of
Food and Environmental Hygiene Department’s arrangements in allocating columbarium niches
Summary
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Ombudsman probes provision of
Water Supplies Department and Lands Department for refusal to take over and maintain waterworks in Government road areas
Summary
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Ombudsman probes provision of
Complaint against Transport Department about Handling of Taxi Complaints
Summary
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Leisure and Cultural Services Department refusing to provide information of library materials removed from library shelves or withdrawn
Full Report
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Buildings Department failing to properly handle a request for historical documents of a building
Full Report
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Security Bureau refusing to provide daily occupancy statistics of community isolation facilities
Full Report
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Information Services Department refusing to provide a list of media organisation invited to cover the July 1 Reunification Anniversary celebrations/festivities
Full Report
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Financial Services and the Treasury Bureau refusing to provide information on allocations of Hong Kong Growth Portfolio of Future Fund
Full Report
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Planning Department refusing to provide assessment reports for a strategic study
Full Report
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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
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Education Bureau’s refusal to provide the number of dropouts and dropout rate of primary schools in Hong Kong
Full Report
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Home Affairs Department, Transport and Housing Bureau and Lands Department being late in responding to a request
Full Report
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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
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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
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DEVB refused to disclose information about AMO’s grading of a structure
Full Report
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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
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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
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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
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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
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REO failing to provide statistics on registered electors
Full Report
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GLD refused to provide information about distribution of Personal Protection Equipment between 2017 and 2019
Full Report
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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
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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
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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
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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 the costs and particulars of tear gas rounds procured between 2014 and 2019
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
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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
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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
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Complaint of delay and excessive masking in providing a report on traffic and transport impact assessment
Full Report
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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
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Complaint against OFCA for refusing to provide the service options menus of its telephone hotline voice system
Full Report
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SWD refused to provide annual accounting inspections records of an elderly home
Full Report
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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
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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
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LCSD refused to provide the investigation report submitted by a sports association and the list of members of an investigation panel
Full Report
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CSD failed to provide Mr A with various items of information related to his complaints against CSD in a timely manner
Full Report
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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
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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
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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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Leisure and Cultural Services Department refused to release its tree inspection reports
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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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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