News & Resources

At the invitation of the Airport Authority (“AA”), the Hong Kong International Ombudsman Academy (“HKIOA”) held a seminar at AA’s headquarters on 9 September for over 130 staff members from AA and its subsidiary, the Aviation Security Company Limited, to share experiences on complaint handling, advocate a positive mindset towards feedback, and foster continuous improvement in public service quality.

During the seminar, HKIOA representative and the Office’s Chief Investigation Officer, Mrs Kitty Cheng, introduced the Office’s functions and work, with particular emphasis on the three strategic focuses championed by the Ombudsman, Mr Jack Chan. Through case studies, HKIOA representatives shared complaint‑handling experiences and strategies, including making effective use of mediation to address public demands and resolve disputes promptly; promoting inter-departmental collaboration to improve public administration; and maintaining a positive and proactive attitude in serving the public, with a view to alleviating public concerns and difficulties. The seminar drew an enthusiastic response, with participants actively raising questions and engaging with HKIOA representatives.