Who We Are
The Ombudsman's Message
Chan Jick-chi Jack
The Ombudsman
The Office of The Ombudsman plays an important supervisory role to uphold administrative fairness, efficiency, accountability and open-mindedness, as well as to contribute to the improvement of governance of the Government of the Hong Kong Special Administrative Region (“HKSAR”) and major public organisations, addressing people’s concerns and difficulties in daily life, and enhancing their sense of happiness and fulfilment.
Since taking office, I have championed three strategic focuses, all yielding significant results. My first focus is to enhance mediation to effectively and swiftly resolve public complaints. At present, around 70% of cases are resolved by mediation, which is a proven success in alleviating public concerns and difficulties quickly and efficiently. Second, we foster inter-departmental collaboration and advocate people-oriented services jointly delivered by all departments and organisations under “One Government”, with a view to promoting good governance in the HKSAR. Third, we cultivate a positive complaint culture on all fronts, bringing about social cohesion to drive continuous progress in public administration.
Under my leadership, the Office has stepped up direct investigation operations and full investigation of complaints to tackle maladministration and achieve tangible improvement in public services, in line with our mission to monitor public administration. Our impactful recommendations are strongly supported and recognised by the Government and major public organisations, while drawing extensive attention and appreciation from society, the public, and the relevant sectors. For example, in May 2025, the Chief Executive announced that the Chief Secretary for Administration would lead a working group to conduct in-depth study of the recommendations made in our direct investigation operation reports to ensure proactive follow-up.
My Office has also embarked on reorganisation to utilise resources more flexibly. Consequently, we are more productive than before and achieving more remarkable results, including the establishment of the Hong Kong International Ombudsman Academy in August 2025 with no additional funding or staff. It marks a new chapter in our efforts to promote good governance and prevent maladministration. We will also continue to explore and deepen international collaboration, telling the world the good stories of the motherland and Hong Kong.
The Office has remained steadfast as an independent, objective and impartial organisation to advance fairness and efficiency in public administration. As the HKSAR proactively aligns with the National 15th Five-Year Plan to promote high‑quality development as part of the nationwide blueprint, we are determined to make valued contributions in this pursuit.
Chan Jick-chi Jack
The Ombudsman
Our Vision and Mission
Vision
To ensure that Hong Kong is served by a fair and efficient public administration which is committed to accountability, openness and quality of service
Mission
Through independent, objective and impartial investigation, to redress grievances and address issues arising from maladministration in the public sector, bring about improvement in the quality and standard of public administration, and promote administrative fairness
Values
- Maintaining impartiality and objectivity in all investigations
- Making ourselves accessible and accountable to the public, government departments and public organisations
- Interacting with the public, government departments and public organisations with courtesy, respect and trust
- Upholding integrity and professionalism in the performance of our functions
Our Role and Powers
The Office of The Ombudsman, established in 1989 under The Ombudsman Ordinance (“the Ordinance”) , Cap 397 of the Laws of Hong Kong, serves as the city’s independent watchdog of public administration. We investigate complaints of maladministration, identify administrative deficiencies and also recommend remedial measures to redress grievances and improve public administration.
investigate complaints from aggrieved persons about alleged maladministration by the Government departments and public bodies listed in Part 1 of Schedule 1 to the Ordinance
investigate complaints against Government departments and public bodies (including the organisations listed in Part 2 of Schedule 1) for non-compliance with the Code on Access to Information
initiate, of our volition, direct investigation operations into areas of suspected maladministration involving systemic problems or issues of significant public interest
Investigation
conduct inquiries, obtain information and documents, summon witnesses and inspect premises of organisations under complaint
Conclusion and Recommendation
decide on complaints and make recommendations
Report
report the results of investigation to head of organisation concerned or, if appropriate, to the Chief Executive
The Ombudsman, our staff and advisers are all bound by the Ordinance to maintain secrecy on all matters of any complaint and investigation, and are liable to a fine and imprisonment in case of non-compliance. We may, in the public interest, publish an investigation report without disclosing the names of the persons involved.
Our History
See our past Commissioners/Ombudsmen
The Ombudsman Ordinance
Organisational Structure
Our organisation is formed by the following three broad categories of staff:
Directorate staff – formulate strategies and set directions for fulfilling our mission and statutory functions under the Ordinance.
Investigation staff – act as the executive arm in carrying out our mission and functions, assigned to different types of investigation operation teams headed by Chief Investigation Officers.
Administrative and support staff – provide administrative and logistic support for managerial and investigation staff in the areas of administration, finance, human resources management, external relations, information technology and translation for the efficient operation of the Office.
In addition, a panel of advisers with expertise in the fields of accountancy, architecture, engineering and surveying, environmental affairs, ethnic minorities, youth and education, information technology, legal, mediation, medical and nursing, services for persons with disabilities as well as social work and rehabilitation services is appointed to advise the Ombudsman and contribute to enhancing public governance.
Performance Pledges
Enquiries
Reply to a written enquiry
95% Within 5 working days
99% Within 10 working days
New Complaints
Acknowledge receipt of a complaint
Within 5 working days 99%
Close a complaint case which is outside our statutory purview after initial assessment
Within 10 working days 90%
Within 15 working days 99%
Conclude a complaint case
Within 3 months 80%
Within 6 months 99%
Re-assessment and Review of Complaints
Complete review of a complaint case
Within 3 months 70%
Within 6 months 90%
Complete re-assessment of a complaint case
With 1 month 95%
With 2 months 99%
Factors affecting performance
The progress of our case handling depends very much on the cooperation of complainants and organisations under complaint in providing us with adequate and accurate information. Processing time is also affected by case complexity and the volume of complaints received at the time. Normally, the processing time commences on the date when the complainant has provided details of his/her identity document, sufficient information for a prima facie case, and acknowledgement of the Important Notes for Lodging Complaints; and in the case of a complainant being a body corporate, proper authorisation of a representative for lodging the complaint with this Office. For re-assessment and review of complaints, the processing time commences when the complainant has provided justifications and/or further information for seeking a re-assessment or a review.
Application for Information
Join Us
We are an equal opportunities employer committed to workplace equality. We also strive to foster a healthy working environment and a learning culture in the Office by providing wellness workshops and training to empower our staff with positive energy in addition to necessary knowledge and skills.
