• 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 2015 and 30 September 2016, the Public Complaints Office assisted Members in handling 1 551 cases. These comprised 243 group representations and 1 308 individual cases.

  • Highlights of cases concluded in the second quarter of 2017


    A total of 274 cases handled under the Redress System were concluded in the second quarter of 2017. These included 56 cases involving deputations and 218 individual cases. Some of these cases are outlined below:

    (a)
    A deputation sought Members' assistance on preservation of Hung Lau, which was a two-storey brick building blending Chinese and Western architectural characteristics located within the site of the former Castle Peak Farm in Tuen Mun and was frequented by visitors. It was also known to be associated with the revolutionary activities led by Dr Sun Yat-sen. Since some of the windows of Hung Lau had been removed, with further demolition works in the pipeline, the deputation called on the Government to stop the demolition works carried out near and in the interior of the historical building by the new owner and to declare it as monument.

    Members took up the deputation's request with the Administration. In response to Members' grave concern about the demolition threat to Hung Lau and their urge for preservation on account of its historical and architectural values, the Administration issued a statutory order under section 23 of the Buildings Ordinance (Cap. 123) requiring the owner to stop the works. Moreover, Hung Lau was declared as proposed monument under section 2A(1) of the Antiquities and Monuments Ordinance (Cap. 53) so as to offer immediate statutory protection to the building from demolition for 12 months, during which the Administration would endeavor to explore with the owner possible preservation options for Hung Lau. The Antiquities Authority would also consider in a comprehensive manner as to whether Hung Lau should be declared as monument for permanent protection.

    (b)
    A deputation solicited Members' assistance on construction of a rain shelter at the green minibus terminus in Lok Wah South Estate, Ngau Tau Kok. According to the deputation, there was no rain shelter at the said minibus terminus, and residents queuing up at the minibus terminus had to be subjected to inclement weather conditions. They were aggrieved that in spite of their repeated requests, the Housing Department ("HD") did not accede to constructing a rain shelter at the minibus terminus. Upon Members' taking up of the deputation's concerns with HD, the latter undertook to consult the relevant Government departments including the Transport Department, the Fire Services Department, the Planning Department and the Lands Department on the proposed construction of the rain shelter. Its Independent Checking Unit would examine the structural plan of the proposed rain shelter. HD later affirmed that the construction works for the rain shelter would commence in the third quarter of 2017 with a view for completion in April 2018.

    (c)
    A member of the public sought Member's assistance on provision of animal-proof rubbish bins in Hoi Ha Village as the existing rubbish bins were often turned over by wild animals such as wild pigs and monkeys, causing nuisances and environmental problems to nearby residents.

    Member took up the request with the Food and Environmental Hygiene Department ("FEHD"). According to FEHD, it worked with the Agriculture, Fisheries and Conservation Department ("AFCD") to explore ways to improve the designs of refuse bins and refuse collection points against wildlife's raids at the problematic spots in the above village. AFCD would commission a consultancy study to explore long-term measures to resolve the problem. In the meantime, FEHD would re-arrange the placement locations of refuse bins, and secured them to nearby railings or poles by chains and ropes. Moreover, bollards would be installed at refuse collection points to confine refuse bins by chains to prevent animal disturbance. FEHD also undertook to consider procuring monkey-proof litter containers for deployment.

  • Duty Roster Members in the coming weeks

    (as at 20.11.2017)

    20.11.2017 - 24.11.2017 Dr Hon Priscilla LEUNG Mei-fun, SBS, JP
    Hon Charles Peter MOK, JP
    Hon KWOK Wai-keung, JP
    Dr Hon Fernando CHEUNG Chiu-hung
    Hon Andrew WAN Siu-kin
    Hon SHIU Ka-fai
    Hon LAU Kwok-fan, MH

    27.11.2017 - 1.12.2017 Hon James TO Kun-sun
    Hon WONG Kwok-kin, SBS, JP
    Hon Claudia MO
    Hon Michael TIEN Puk-sun, BBS, JP
    Dr Hon Elizabeth QUAT, BBS, JP
    Hon POON Siu-ping, BBS, MH
    Ir Dr Hon LO Wai-kwok, SBS, MH, JP

    4.12.2017 - 8.12.2017 Hon Tommy CHEUNG Yu-yan, GBS, JP
    Hon Starry LEE Wai-king, SBS, JP
    Hon CHAN Kin-por, GBS, JP
    Hon Wu Chi-wai, MH
    Hon Alice MAK Mei-kuen, BBS, JP
    Hon SHIU Ka-chun
    Dr Hon Pierre CHAN

    *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