Our Work & Reports

Following the commissioning of the Hong Kong-Zhuhai-Macao Bridge, many Hong Kong residents have applied for the licence and permit under the “Northbound Travel for Hong Kong Vehicles” scheme to drive to Guangdong and Macao. The scheme has enabled exchanges and integration across various sectors within the Guangdong-Hong Kong-Macao Greater Bay Area. As the first batch of relevant licences and permits began to expire, the Transport Department (TD) has started sending notification emails to licence holders in batches, based on the expiry date of their licence, to remind them to submit renewal applications online within a specified time frame.

However, one licence holder seeking assistance from our Office alleged that the notification email had been automatically filtered out and moved to the junk mail folder on his mobile phone. Unaware of the renewal details, he missed the submission deadline and was subsequently required to register again for computer balloting for a new application quota, which caused him inconvenience. He expressed concern about TD’s reliance on email notifications alone and suggested the Department to adopt more channels to remind licence holders to submit renewal applications so as to avoid any similar occurrence in future.

After examining the case, our Office attempted mediation between the two parties. During the mediation process, our Office conveyed the licence holder’s concern and suggestion to TD. Upon reassessment, TD decided to refine the arrangements by sending renewal reminders via both email and short message service, with an aim to ensure more effective delivery of reminders to licence holders so that they would submit their renewal applications in a timely manner.

The licence holder was delighted that TD took his suggestion on board, and he also appreciated our Office’s mediation efforts which contributed to improving public administration and services for the benefit of the general public.