The Ombudsman –
acts with
independence,
objectivity
and impartiality
We strive to improve
public administration,
uphold our values and
advocate a positive
complaint culture
We explore handling suitable cases
by mediation first to resolve conflicts
and foster social harmony
What Are You Looking for?
See Our Statistics Highlight of 2024-2025
78.2
%
by electronic means
13.8
%
by post
7
%
in person
1
%
by fax
3009
Closed after assessment
40
Concluded by full investigation
1060
Concluded by inquiry
555
Resolved by mediation
100
%
Complaints outside our statutory purview closed within 15 working days after initial assessment
91.1
%
Complaints concluded by investigation or inquiry within 3 months
100
%
Complex cases concluded by investigation or inquiry within 6 months
Direct investigation operations completed
8
Inter-departmental collaboration cases processed
141
Recommendations given
254
Observations given
106
Enquiries received
8211
Read About Our Cases
Government’s Work on Landslide Prevention and Mitigation and Management of Government Slopes (Full report available soon)
Summary
Respite Services for Supporting Carers of Elderly Persons and Persons with Disabilities
Full Report
Summary
Illegal Disposal of Construction Waste and “HoHoSkips” Recycling Service (Full report available soon)
Summary
Housing Department’s Management of Public Housing Estates: Air-conditioner Dripping
Full Report
Summary
Government’s Regulation of Occupational Safety and Health in Construction Industry (Full report available soon)
Summary
Housing Department’s Management of Public Housing Estates: Illegal Parking
Full Report
Government’s Arrangements for Recovery, Refurbishment and Reallocation of Public Rental Housing Flats (Full report available soon)
Summary
Government’s Provision of Public Services Relating to the After-death Arrangements
Full Report
Summary
Leisure and Cultural Services Department’s Handling of Obstructions to Passageways by Bicycles Owned by Operators of Bicycle Rental Services
Full Report
Summary
Enforcement by Planning Department and Lands Department against Unauthorised Land Developments
Full Report
Summary
Regulation of Licensed Swimming Pools by Food and Environmental Hygiene Department
Full Report
Summary
Food and Environmental Hygiene Department’s Regulation over Sale of Food in Hot/Cold Holding and Non-prepackaged Beverages by Means of Vending Machine
Full Report
Summary
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Government’s mechanism of regulating illegal bicycle parking caused by bicycle rental shops
Full Report
Transport Department’s lack of transparency in relocating toll point at Western Harbour Crossing
Full Report
Hospital Authority’s deposit refund arrangements for assistive device loan service
Full Report
Property Management Services Authority’s procedures and mechanism for handling and responding to public complaints
Full Report
Tender for operating light refreshment business at a park under Leisure and Cultural Services Department
Full Report
Tender for operating restaurant business at a swimming pool under Leisure and Cultural Services Department
Full Report
Buildings Department’s handling of unauthorised building works
Full Report
Transport Department’s management of a ferry service operator’s announcement arrangements
Full Report
Enforcement actions taken by Lands Department against unlawful occupation of government land
Full Report
Water Supplies Department’s handling of a case of water meter mix-up
Full Report
Complaint against government departments about handling of a clogged catchpit in a village
Full Report
Food safety reports of Food and Environmental Hygiene Department
Full Report
Leisure and Cultural Services Department refusing to provide information of library materials removed from library shelves or withdrawn
Full Report
Implementation of HKeToll by Transport Department and loss of vehicle tags in post
Full Report
Housing Department’s tendering arrangement for the lease of a shop in a housing estate
Full Report
Reporting of unexpected serious adverse events following immunisation with COVID-19 vaccines by Health Bureau, Department of Health and Hospital Authority
Full Report
Measures taken by Food and Environmental Hygiene Department and Home Affairs Department in handling complaints about obstruction and noise caused by a wholesale market
Full Report
Department of Health mistakenly issuing a Compulsory Testing Order and letters to a foreign domestic helper arriving in Hong Kong
Full Report
Buildings Department failing to properly handle a request for historical documents of a building
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
Transport Department’s handling of an application for cross-boundary private cars quota
Full Report
Electrical and Mechanical Services Department’s repeated requests for a supplier’s submission of information on electrical products regarding safety requirements
Full Report
Department of Health’s handling of request for Isolation Orders/Records
Full Report
Environmental Protection Department’s enforcement actions against two concrete batching plants operating without a valid licence
Full Report
Department of Health, Education Bureau and Social Welfare Department Quarantine and class resumption arrangements for COVID-19 recovered persons when their family members were subsequently tested positive
Full Report
Decision to Terminate the Mutual Aid Committee Scheme by the Former Home Affairs Bureau
Full Report
Transport Department’s handling of the application for postponing a driving test by a candidate under isolation order
Full Report
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