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For many years, the residents of a remote village had been using the nest letter box stand located about half an hour’s drive away to receive mail. The village representative asked the local District Office (“DO”) of the Home Affairs Department to relocate the nest letter box stand to within the village. However, the DO rejected his proposal on the grounds that the Post Office (“PO”) could not arrange for postmen to deliver mail to the village. Dissatisfied with PO’s delivery arrangements, he lodged a complaint with The Ombudsman.

Following our mediation, the complainant acknowledged the practical difficulties faced by PO. On behalf of the residents, he agreed that after relocation of the nest letter box stand, postmen can arrange mail delivery on a need basis, instead of coming to the village every day. After consideration, PO accepted the above delivery arrangements and the relocation proposal.

Our Office immediately informed the DO after learning of the consensus reached between the complainant and PO. The DO agreed to commence the relocation process, including consultation with the Lands Department and the Agriculture, Fisheries and Conservation Department (because the village is located in a country park). We also reached out to the two Departments, both of which agreed to follow through the established procedures in response to the DO’s request, thereby resolving the long-standing inconvenience for the residents.

**Adapted from a real case**