• 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 fourth quarter of 2017


    A total of 427 cases handled under the Redress System were concluded in the fourth quarter of 2017. These included 36 cases involving deputations and 391 individual cases. Some of these cases are outlined below:

    (a)
    A complainant sought Members' assistance on the application of pesticides in the Tamar Park ("the Park"). Expressing grave concern that pesticides which were toxic and detrimental to health were being applied when the Park was open to the public, the complainant considered that the Leisure and Cultural Services Department ("LCSD") should cordon off the Park and alert the sprayer to put on protective clothing when pesticides were being applied.

    Members took up the complainant's concerns with LCSD. In response, LCSD advised that the Park management had engaged professional contractor to deploy experienced and trained pest control personnel to spray pesticides in the Park on a bi-weekly basis. Since the Park was open round the clock, the application of pesticides would only be carried out at non-peak hours, normally in the morning session, to minimize the adverse impact of such operation on park-goers. During the operation, the sprayer would put on the necessary protective clothing. Yet, in view of Members' referral of the complainant's concerns, LCSD reviewed the operation plan to take into account the patronage in the Park as well as the surrounding environment, such as wind speed and wind direction. To further minimize the impact on park-goers and for more effective control, LCSD undertook to conduct the operation by zones, with warning signs posted in appropriate areas before and after the operation. Upon the application of pesticides, the affected area would remain cordoned off for a specified period, depending on the types of pesticides applied. LCSD undertook further to continue to properly monitor the operation and review the related arrangement on a regular basis.

    (b)
    A complainant sought Members' assistance on the repeated damages made to a tree ("the Tree") in Tuen Mun Riverside Park. According to the complainant, he had previously lodged a complaint with the Leisure and Cultural Services Department ("LCSD") with respect to the tied-up aerial roots of the Tree. Although LCSD had then followed up his complaint to release the aerial roots, the complainant later found that the aerial roots were improperly pruned.

    Upon receipt of Members' referral of the complaint for follow-up, LCSD conducted an investigation and noted that a worker of the horticultural maintenance contractor ("the Contractor") engaged by LCSD, without seeking the advice of LCSD's venue staff, had trimmed the aerial roots of the Tree to make room for mowing the weeds underneath the crown of the Tree. Due to the improper pruning, LCSD issued an advisory letter to the Contractor and seriously reminded the latter at a follow-up meeting to strictly follow LCSD's Departmental Guidelines for handling trees with aerial roots when carrying out maintenance work and to submit tree survey reports on a regular basis for assessment of the health condition and structural stability of the Tree. According to LCSD's recent observation, the Tree was in good health and structural condition, and there was adequate space with soil available on the planter for the Tree's development of lignified aerial roots. In response to Members' grave concern on the repeated damages made by the Contractor to the Tree, LCSD undertook that its venue staff would continue to closely monitor the performance of the Contractor to prevent recurrence, and a default notice, which would result in LCSD's deduction of the monthly fee payable and even the Government's unfavourable consideration of its future tenders, would be issued to the Contractor if similar mistake was made.

  • Duty Roster Members in the coming weeks

    (as at 16.7.2018)

    16.7.2018 - 20.7.2018 Hon CHAN Hak-kan, BBS, JP
    Dr Hon KWOK Ka-ki
    Hon Christopher CHEUNG Wah-fung, SBS, JP
    Hon IP Kin-yuen
    Hon CHUNG Kwok-pan
    Hon HO Kai-ming
    Hon Holden CHOW Ho-ding

    23.7.2018 - 27.7.2018 Hon James TO Kun-sun
    Hon Paul TSE Wai-chun, JP
    Hon LEUNG Che-cheung, SBS, MH, JP
    Hon LAU Kwok-fan, MH
    Hon Kenneth LAU Ip-keung, BBS, MH, JP
    Hon Gary FAN Kwok-wai
    Hon AU Nok-hin

    30.7.2018 - 3.8.2018 Hon Andrew LEUNG Kwan-yuen, GBS, JP
    Hon LEUNG Yiu-chung
    Hon Frankie YICK Chi-ming, SBS, JP
    Hon KWOK Wai-keung, JP
    Dr Hon Fernando CHEUNG Chiu-hung
    Dr Hon Junius HO Kwan-yiu, JP
    Hon Tony TSE Wai-chuen, BBS

    *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