Annual Report 2023

The Legislative Council operates a Redress System to receive and handle complaints from individual members of the public and deputations who are aggrieved by government actions or policies. It also deals with public representations on government policies and legislation, as well as other matters of public concern.

Members take turns, in groups of nine, to be on duty each week to oversee the Redress System, and to receive and handle representations of and complaints made by deputations. During their duty week, Members also take turns to undertake “ward duty” during which they meet with individual members of the public and provide guidance to staff on the processing of cases.

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Photos of site visits

Some of the more common types of cases dealt with under the Redress System are highlighted below.

Fact-finding exercises of the Food and Environmental Hygiene Department

A deputation sought Members’ assistance on the ineffective method adopted by the frontline staff of the Food and Environmental Hygiene Department (“FEHD”) for conducting fact-finding exercises on fixed hawker pitches. According to the deputation, since the frontline staff only relied on visual inspection, there were often doubts and hence disputes over the investigation results. Members held a case conference with the Administration. In response to the Members’ urge, FEHD undertook to improve the inspection method such that its frontline staff would use tablets during future fact-finding exercises for taking onsite photographs and recording investigation results to ensure accuracy and to avoid disputes. Moreover, upon review of the cases of two hawkers seeking assistance on the revocation of their licences, FEHD reinstated their licences and they were allowed to continue business.

Measures for handling public complaints and enquiries

A deputation sought Members’ assistance on the undue delay of the Home Affairs Department (“HAD”) in replying its complaint letter related to building management. In response to the Members’ urge for review and formulation of measures for timely handling of public complaints and enquiries, HAD implemented a number of improvement measures. While an officer of a higher rank would be assigned to strengthen the coordination of the handling of building management-related complaints and enquiries, case review meetings would be held on a regular basis to review the follow-up work of uncompleted cases and to report to seniors the progress of complicated cases which required longer processing time. Enhancement would also be made to the computer file of the Complaint Register whereby deadlines for issuing acknowledgements and replies would be calculated and the staff in charge of the cases would be reminded to follow up.

Tactile guide paths installed at a public rental housing estate

A complainant sought a Member’s assistance on the slippery tactile guide paths installed at Wah Fu Estate which had given rise to injury incidents. In response to the Member’s call for immediate follow-up and rectification, the Housing Department (“HD”) not only replaced all the defective tactile tiles of the tactile guide paths in Wah Fu Estate but also carried out enhancement measures such as installation of additional non-slip insert strips. Moreover, HD undertook to continue to closely monitor the condition of the tactile tiles and carry out necessary repair works in a timely manner.