Handling of Complaints

Complaint Handling Methods

Inquiry

Inquiry

Inquiry is the procedure we use to handle general complaint cases, with the aim to resolve complaints more speedily. We ask the organisation under complaint to respond to us and, if we see fit, to the complainant in parallel. We will examine such response, the complainant’s view on it where applicable, together with any other relevant information or evidence we have collected. We will, in conclusion, present our findings to the complainant. Where deeper and fuller probing is needed before the case can be concluded, we will start a full investigation.

Mediation

Mediation

For cases involving only minor or no maladministration, we may resolve them by mediation. This is a voluntary process carried out where the complainant and the organisation under complaint agree to discuss the complaint at a meeting or through the telephone, and to explore mutually acceptable solutions. Investigation officers from this Office act as impartial facilitators for the parties to reach an agreement. If mediation fails to resolve the matter, we will start an inquiry or a full investigation afresh.

Full Investigation

Full Investigation

For complex cases which appear to involve issues of principle, serious maladministration, systemic flaws or simply require deeper and fuller probing, we will conduct a full investigation. A full investigation is an in-depth inquiry. Apart from examining documents, we may summon witnesses and conduct site inspections. Where necessary, we will consult our Advisers. Upon conclusion of a case, we will inform the complainant of the results of our investigation. If deficiencies are found, we will make recommendations to the department or organisation concerned for improvement or remedy.

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