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A member of the public applied for scattering the cremated ashes of his deceased mother in a garden of remembrance managed by the Food and Environmental Hygiene Department (“FEHD”). However, FEHD required that if the applicant for scattering of cremated ashes is not the holder of the Permit to Take Away Cremated Ashes, a written authorisation from the permit holder should be submitted with the application. As the permit holder was residing overseas, the applicant was unable to provide the original letter. The applicant hoped that FEHD would accept the authorisation letter in digital format, so that he could scatter his mother’s cremated ashes in a garden of remembrance as soon as possible. He, therefore, requested assistance from our Office.

Following the mediation by our Office, FEHD immediately examined the applicant’s case and decided to adopt a flexible approach. After confirming by means of instant messaging software that the permit holder had indeed authorised the applicant to apply for scattering of cremated ashes, FEHD exempted the applicant from submitting the original authorisation letter and expedited the handling of his application. The application was thus quickly approved and the applicant completed the ritual of scattering his mother’s cremated ashes in a garden of remembrance.

The above case demonstrates that by flexibly handling applications and requests from member of the public in light of specific circumstances, government departments can enhance public satisfaction about their services and achieve mutually beneficial outcomes.