• What are the matters handled under the Redress System?

    The Legislative Council Redress System is a system operated by the Legislative Council to receive and handle complaints from members of the public 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.

  • How does the Redress System operate?

    Members take turns, in groups of seven, 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, they 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.

  • How is a complaint handled?


    A complaint may be lodged with the Public Complaints Office of
    the Legislative Council Secretariat by phone, post, fax, e-mail, complaint form or in person.
    Next Step
    Complaints Officer receives and
    examines relevant information from
    the complainant.
    Next Step
    If allegation concerns matters within the jurisdiction of independent or statutory bodies (e.g. the ICAC Complaints Committee, the Independent Police Complaints Council, the Administrative Appeals Board, etc.), the complainant will be advised to lodge the complaint directly with those bodies.
    Or
    Complaints Officer obtains relevant
    information from the Government
    where necessary.
    Next Step
    Complaints Officer examines the
    complaint in the light of Government
    policies and procedures.
    Next Step
    Members are unable to help if:
    • the complaint is unjustified
    • the original policy or decision of the Government is considered appropriate
    • the remedy sought cannot be supported.
    Members are reported on and the complainant is informed of the outcome.
    Or
    If the complaint is justified, Members may:
    • ask the Government to take remedial action;
      and/or
    • refer the issue to the relevant Legislative Council committee or raise the issue at a
      Legislative Council meeting, if a change in policy or law is considered necessary.
    Next Step
    Members are reported on and the complainant is informed of the outcome.
    Note:
    At any of the above stages, Complaints Officer may consult Members where necessary.
  • How can requests for interview with Members be made?

    All requests for interviews with Members at the Public Complaints Office of the Legislative Council Secretariat must be made in advance through the Public Complaints Office. It is for Members to decide whether and when an interview should be arranged.

    An interview between Duty Roster Members and a deputation will normally be arranged within 12 working days upon receipt of the detailed submission on the issues raised. For an interview between a Ward Duty Member and an individual member of the public, it will normally be arranged within one week after the Public Complaints Office has obtained the relevant background information and response from the Administration/public organization(s) on the case.

  • What are the matters outside the scope of the Redress System?

    • requests for legal advice or legal services
    • complaints against individual members of the Legislative Council and District Councils
    • private disputes
    • court decisions, matters which are sub judice or could involve criminal charges, and matters relating to judicial or quasi-judicial proceedings
    • complaints and matters which are handled by independent or statutory bodies (e.g. the ICAC Complaints Committee, the Independent Police Complaints Council, the Administrative Appeals Board, etc.)
    • labour disputes between individual employees and employers (except those of wide public concern or relating to discrimination of trade union leaders)
    • matters outside the jurisdiction of the Hong Kong Special Administrative Region

    For enquiry about the Redress System or lodging of a complaint, please contact the Public Complaints Office of the Legislative Council Secretariat.

    Opening hours : 8:45 am - 6:00 pm (Monday - Friday)
    Hotline : 3919 3919
    Fax : 2521 7518
    E-mail : complaints@legco.gov.hk
    Address : Legislative Council Complex
    1 Legislative Council Road
    Central
    Hong Kong
  • The handling of personal data

    While the provision of personal data is voluntary, the Public Complaints Office of the Legislative Council Secretariat may not be able to handle the complaint if the complainant refuses to provide his/her personal data.

    The information of the case may be used for compilation of statistics on the number and nature of cases received by the Public Complaints Office or summarized in a case summary to illustrate the significant cases handled by the Public Complaints Office. Personal data will not be revealed in the outcome of the statistics or contents of the case summary.

    Complainants have the right to request access to and correction of personal data in accordance with the Personal Data (Privacy) Ordinance (Cap. 486). A request for personal data access or correction should be made in writing, with relevant information to identify the case, to Administrative Assistant I (Complaints and Resources Management)2 at the following address:

           Public Complaints Office of the Legislative Council Secretariat
    Legislative Council Complex
    1 Legislative Council Road
    Central, Hong Kong

    The Legislative Council Secretariat may charge a fee for supplying copy/copies of such personal data to you.

  • Issues referred by Duty Roster Members to Legislative Council committees

  • Complaint statistics

    Between 1 October 2016 and 30 September 2017, the Public Complaints Office assisted Members in handling 4 507 cases. These comprised 210 group representations and 4 297 individual cases.

  • Highlights of cases concluded in the second quarter of 2018


    A total of 694 cases handled under the Redress System were concluded in the second quarter of 2018. These included 202 cases involving deputations and 492 individual cases. Some of these cases are outlined below:

    (a)
    A deputation sought Members' assistance on the follow-up of the Food and Environment Hygiene Department ("FEHD") on the problem of water dripping from air-conditioners in the North District. According to the deputation, in spite of repeated complaints lodged with FEHD, the latter failed to follow up effectively on the water dripping problems which had been causing intolerable nuisance to residents in the North District.

    At the case conference held with Members, the Administration advised that FEHD had been vigilant about the nuisance caused by water dripping. Apart from recruiting extra contract staff in summer months to support frontline staff in dealing with water dripping cases, FEHD had set up dedicated teams to handle water dripping from air-conditioners in districts with more serious problems. In response to Members' request, FEHD undertook to deploy members of the dedicated team in Yuen Long to the North District in 2018 to assist in following up on water dripping complaint cases in the North District, carry out site inspections during different hours of the day, including late evening, for more effective identification of the source of nuisance, and explore the feasibility of using more suitable equipment such as infrared night vision binoculars to enhance the effectiveness of investigations.

    (b)
    A deputation solicited Members' assistance on opening the vacant area under the pool deck of the Tai Wan Shan Swimming Pool by demolishing the enclosing wall to maximize the use of the said area and to provide greater convenience to joggers jogging along the nearby Tai Wan Shan Park.

    At the case conference held with Members, the Administration explained that the enclosing wall was constructed due to repeated complaints about the nuisances caused by young night drifters and street vagrants at the said area. In response to the deputation's request and Members' concern, the Administration undertook to consult stakeholders within the distance of 100 meters from the Tai Wan Shan Swimming Pool and the Tai Wan Shan Park on the proposed opening of the area under the pool deck.

  • Duty Roster Members in the coming weeks

    (as at 15.10.2018)

    15.10.2018 - 19.10.2018 Hon Claudia MO
    Hon WU Chi-wai, MH
    Hon KWOK Wai-keung, JP
    Hon POON Siu-ping, BBS, MH
    Hon Andrew WAN Siu-kin
    Hon SHIU Ka-fai
    Hon SHIU Ka-chun

    22.10.2018 - 26.10.2018 Hon Starry LEE Wai-king, SBS, JP
    Dr Hon Elizabeth QUAT, BBS, JP
    Ir Dr Hon LO Wai-kwok, SBS, MH, JP
    Hon CHAN Chun-ying, JP
    Hon Tanya CHAN
    Hon LUK Chung-hung, JP
    Dr Hon CHENG Chung-tai

    29.10.2018 - 2.11.2018 Hon Tommy CHEUNG Yu-yan, GBS, JP
    Prof Hon Joseph LEE Kok-long, SBS, JP
    Dr Hon Priscilla LEUNG Mei-fun, SBS, JP
    Hon WONG Kwok-kin, SBS, JP
    Hon Michael TIEN Puk-sun, BBS, JP
    Hon CHAN Chi-chuen
    Hon CHAN Han-pan, BBS, JP

    *This roster is subject to variation without prior notice.

    *All requests for interviews with Members at the Public Complaints Office of the Legislative Council Secretariat must be made in advance through the Public Complaints Office (Hotline : 3919 3919). It is for Members to decide whether and when an interview should be arranged.

    *An interview between Duty Roster Members and a deputation will normally be arranged within 12 working days upon receipt of the detailed submission on the issues raised. For an interview between a Ward Duty Member and an individual client, it will normally be arranged within one week after the Public Complaints Office has obtained the relevant background information and response from the Administration/public organization(s) on the case.

  • Legislative Council Members' meetings with The Ombudsman


  • Complaint form