Our Work & Reports
Cases on Mediation and
Inter-departmental Collaboration
This Office has been proactively promoting the use of mediation and fostering inter-departmental collaboration to resolve disputes and redress grievances in society. We also urge government departments and public organisations to team up for the public good and happiness as well as making joint efforts to enhance administrative arrangements for better services and bring about a stronger sense of happiness and fulfilment among members of the public.
Selected Cases
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December 2025
July 2025
March 2025
February 2025
February 2025
Direct Investigation Operations
Section 7(1)(a)(ii) of The Ombudsman Ordinance (Cap. 397):
The Ombudsman may investigate any action taken by or on behalf of an organisation set out in Part 1 of Schedule 1 in the exercise of his administrative functions, in any case where notwithstanding that no complaint has been made to him, he is of the opinion that any person may have sustained injustice in consequence of maladministration in connection with that action.
Considerations for Initiating Direct Investigation Operations
Major considerations for initiating a direct investigation operation include:
- whether the matter involved is of significant public interest and concern
- whether a complaint will otherwise not be actionable, e.g. it is made anonymously or not by an aggrieved person, where the matter is nevertheless of significant concern to The Ombudsman because of the magnitude or seriousness of the maladministration that may be involved
- whether there is room for improving public administration or addressing systemic deficiencies
- whether the time is opportune, weighing the consequences of not doing so among other priorities
- whether there is duplication of efforts from other authorities
Procedure for Launching Direct Investigation Operations
Before deciding whether or not to launch a direct investigation operation, we may conduct a preliminary inquiry. If the inquiry points to the need for further study, we will formally notify the head of the organisation concerned of our launch of direct investigation operation. Where the circumstances warrant, we may launch a direct investigation operation without conducting a preliminary inquiry.
Latest Reports
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January 2026
October 2025
September 2025
August 2025
March 2025
March 2025
February 2025
January 2025
December 2024
November 2024
October 2024
March 2024
December 2023
December 2023
August 2023
August 2023
July 2023
July 2023
April 2023
April 2023
Full Investigation
A full investigation is conducted if a complaint is complex, especially if it involves issues of principle, systemic flaws, gross injustice or serious maladministration. After thorough investigation, we will produce a full investigation report with our findings and comments, and where applicable, our recommendations for possible remedies or improvements.
Latest Reports
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November 2025
Government’s mechanism of regulating illegal bicycle parking caused by bicycle rental shops
September 2025
Transport Department’s lack of transparency in relocating toll point at Western Harbour Crossing
September 2025
Hospital Authority’s deposit refund arrangements for assistive device loan service
August 2025
Property Management Services Authority’s procedures and mechanism for handling and responding to public complaints
January 2025
Tender for operating light refreshment business at a park under Leisure and Cultural Services Department
January 2025
Tender for operating restaurant business at a swimming pool under Leisure and Cultural Services Department
November 2024
Buildings Department’s handling of unauthorised building works
October 2024
Transport Department’s management of a ferry service operator’s announcement arrangements
October 2024
Enforcement actions taken by Lands Department against unlawful occupation of government land
July 2024
Water Supplies Department’s handling of a case of water meter mix-up
June 2024
Complaint against government departments about handling of a clogged catchpit in a village
June 2024
Food safety reports of Food and Environmental Hygiene Department
November 2023
Leisure and Cultural Services Department refusing to provide information of library materials removed from library shelves or withdrawn
October 2023
Implementation of HKeToll by Transport Department and loss of vehicle tags in post
September 2023
Housing Department’s tendering arrangement for the lease of a shop in a housing estate
September 2023
Reporting of unexpected serious adverse events following immunisation with COVID-19 vaccines by Health Bureau, Department of Health and Hospital Authority
September 2023
Measures taken by Food and Environmental Hygiene Department and Home Affairs Department in handling complaints about obstruction and noise caused by a wholesale market
August 2023
Department of Health mistakenly issuing a Compulsory Testing Order and letters to a foreign domestic helper arriving in Hong Kong
August 2023
Buildings Department failing to properly handle a request for historical documents of a building
August 2023
Failure to handle properly a complaint about damaged and faded national flags and regional flags by Home Affairs Department, Chief Secretary for Administration’s Office and 1823
July 2023
Transport Department’s handling of an application for cross-boundary private cars quota
June 2023
Electrical and Mechanical Services Department’s repeated requests for a supplier’s submission of information on electrical products regarding safety requirements
May 2023
Environmental Protection Department’s enforcement actions against two concrete batching plants operating without a valid licence
April 2023
Department of Health, Education Bureau and Social Welfare Department Quarantine and class resumption arrangements for COVID-19 recovered persons when their family members were subsequently tested positive
April 2023
Decision to Terminate the Mutual Aid Committee Scheme by the Former Home Affairs Bureau
April 2023
Transport Department’s handling of the application for postponing a driving test by a candidate under isolation order