Notes for lodging a complaint

1. Any person who knowingly makes a false statement or misleads The Ombudsman or any other person in the exercise of his powers under The Ombudsman Ordinance commits an offence and is liable to a fine at level 3 and to imprisonment for six months.
2. The Ombudsman Ordinance stipulates that The Ombudsman shall not undertake or continue an investigation into a complaint if the complaint is made anonymously, or the complainant cannot be identified or traced. To ascertain the complainant’s identity and traceability, this Office requests the complainant to provide his or her full name (as shown on the identity document), and a copy of his or her Hong Kong Identity Card or Passport (biodata page) (or the Certificate of Incorporation or Registration for a body corporate). Instead of providing a copy, the complainant may attend this Office to show the original of his or her identity document. Should the complainant fail to meet the above request, The Ombudsman will not be able to further process the complaint.
3. The complainant consents to:
   1. (1) The Ombudsman’s staff contacting the complainant to explore handling suitable case by mediation first for a speedy and effective resolution, resulting in a win-win situation;
   2. (2) The Ombudsman copying this complaint form and any other information from the complainant, including his or her personal data, to any party concerned for the purpose of handling this complaint (please see Note 4 below); and
   3. (3) any party concerned providing the complainant’s personal data and other relevant information to facilitate The Ombudsman’s handling of this complaint.
   
   The complainant may be required to sign a separate consent form when The Ombudsman considers it necessary or there is a request by the party complained against.
4. Notwithstanding Note 3(2) above, this Office would in general not disclose the complainant’s identity document or number unless it is necessary to facilitate the handling of the complaint. The complainant may, by stating his or her wish clearly in this complaint form, withhold consent to the disclosure of any of his or her personal data or complaint related information to the parties concerned. However, in this circumstance, The Ombudsman may not be able to process the complaint satisfactorily or at all.
5. All personal data and other information submitted will be used solely for purposes directly related to the performance of The Ombudsman's statutory functions. The complainants have the right to request access to and correction of their personal data in accordance with the Personal Data (Privacy) Ordinance. Such requests may be made to the Chief Manager of this Office (Address: Office of The Ombudsman, Hong Kong, 30/F China Merchants Tower, Shun Tak Centre, 168-200 Connaught Road Central, Hong Kong), with the complaint case number quoted, if available. This Office may charge a fee for providing the requested information. For details, please refer to the Privacy Policy Statement.
6. The original of this form and the information submitted by the complainant will be handled by the Office in accordance with its record management policy and normally will not be returned. The complainant should not submit any original documents.
7. Under The Ombudsman Ordinance, The Ombudsman may investigate acts of maladministration by government departments and statutory bodies specified, and subject to the restrictions stipulated, in the Ordinance. For details, please refer to the Office's website.
8. The Ombudsman may, if he thinks fit, request the organisation(s) under complaint to respond to the complainant and this Office in parallel. The Ombudsman will examine such responses, the complainant's comments as well as any other relevant information and evidence, before concluding the case.
9. Upon completion of mediation, inquiry or investigation into the complaint, this Office will inform the complainant of the result in writing, and copy its reply to all the organisation(s) under complaint.
10. This Office has a Complainants Charter setting out our commitments and complainants' responsibilities.

Note: You may select no more than 3 government departments and/or public organisations. Should there be any additional organisation(s), please indicate in the details of your complaint below.

Is the matter subject to the restrictions on investigation under The Ombudsman Ordinance? Under The Ombudsman Ordinance, there are specified circumstances where we are unable to undertake or continue an investigation into a complaint. For example, you have known about the subject of complaint for more than 24 months, where the complaint is not made by the individual concerned or other suitable representatives, etc. For details, please see Restrictions on investigation of complaints.