• 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 third quarter of 2017


    A total of 433 cases handled under the Redress System were concluded in the third quarter of 2017. These included 97 cases involving deputations and 336 individual cases. Some of these cases are outlined below:

    (a)
    A deputation comprising villagers of Po Toi Island solicited Members' assistance on improving the facilities on the Island. Due to the high utilization rate of the existing aqua privy especially during public holidays, they considered that its design should be improved in order to address the demand. Moreover, the design of the proposed helipad had to be revised to provide emergency services and a landmark structure should be constructed to help attract more visitors to the Island.

    Members took up the deputation's concerns and requests with the Administration. In response, the Administration undertook to update the design of the aqua privy which would provide more toilet cubicles in the female toilet and more urinals in the male toilet. The number of basin taps in the female and male toilets would also be increased from two to three. Subject to the approval of the proposed design, the Architectural Services Department would proceed with the tendering exercise and the improvement works would commence as soon as practicable.

    As regards the deputation's request for revising the design of the proposed helipad, the Administration took note of it, and indicated that subject to the availability of resources, the construction works for the proposed helipad would commence within the financial year of 2017-2018. On the deputation's request for constructing a landmark structure on the Island, the Administration undertook to consider it together with the other district minor works proposals received in the next financial year.

    (b)
    A member of the public sought Members' assistance on enhancing the obstetrics and gynecology services of the Prince of Wales Hospital ("PWH") to ensure timely treatment for pregnant women for their safe delivery.

    To follow up on the matter, Members conducted a site visit and held three case conferences. In response to Members' request, the Hospital Authority ("HA") conducted a comprehensive review on the manpower position of the Obstetrics and Gynaecology Unit of PWH, and undertook to deploy an additional obstetrician to the Unit for provision of clinical services. To ensure the proper caring of pregnant women with high risk factors, an additional high dependency bed would also be provided in the obstetrics ward of PWH in 2018.

    In this connection, HA advised Members that due to the high service demand in the New Territories East Cluster, a phase 2 redevelopment project for PWH would be implemented in which a new in-patient extension block would be constructed to provide obstetrics and gynaecology, paediatrics and related clinical services, etc. to address the operational needs and the service demand.

  • Duty Roster Members in the coming weeks

    (as at 15.1.2018)

    15.1.2018 - 19.1.2018 Hon Andrew LEUNG Kwan-yuen, GBS, JP
    Hon Mrs Regina IP LAU Suk-yee, GBS, JP
    Hon Paul TSE Wai-chun, JP
    Hon Frankie YICK Chi-ming, SBS, JP
    Hon LEUNG Che-cheung, SBS, MH, JP
    Hon Dennis KWOK Wing-hang
    Hon Holden CHOW Ho-ding

    22.1.2018 - 26.1.2018 Hon James TO Kun-sun
    Hon CHAN Hak-kan, BBS, JP
    Dr Hon Priscilla LEUNG Mei-fun, SBS, JP
    Hon Charles Peter MOK, JP
    Hon KWOK Wai-keung, JP
    Hon Andrew WAN Siu-kin
    Hon LAU Kwok-fan, MH

    29.1.2018 - 2.2.2018 Hon WONG Kwok-kin, SBS, JP
    Hon Claudia MO
    Hon Michael TIEN Puk-sun, BBS, JP
    Dr Hon Fernando CHEUNG Chiu-hung
    Hon POON Siu-ping, BBS, MH
    Ir Dr Hon LO Wai-kwok, SBS, MH, JP
    Hon SHIU Ka-fai

    *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