• 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 2018 and 30 September 2019, the Public Complaints Office assisted Members in handling 2 384 cases. These comprised 133 group representations and 2 251 individual cases.

  • Highlights of cases concluded in the third quarter of 2019


    A total of 750 cases handled under the Redress System were concluded in the third quarter of 2019. These included 46 cases involving deputations and 704 individual cases. Some of these cases are outlined below:

    (a)
    A deputation sought Members' assistance on the regulation of noise emitted from illegally modified vehicles. In spite of the requirement under the Road Traffic (Construction and Maintenance of Vehicles) Regulations (Cap. 374A) that vehicles had to be fitted with silencers, the deputation expressed grave concern that illegally modified vehicles racing during late hours on Tsuen Wan Road had been causing noise nuisance to residents nearby. As such, the deputation called on the Administration to strengthen enforcement action against those vehicles.

    Members took up the deputation's concern with the Administration. In response, the Administration advised that between 2016 and 2018, 330 cases for illegal modification of vehicles had been successfully prosecuted. Nevertheless, at Members' request, the Administration undertook to install a speed enforcement camera on the said road to combat and deter speeding of vehicles, such as illegally modified vehicles, with a view to minimizing the nuisance caused to residents.

    (b)
    A complainant petitioned Members for the inaction of the Lands Department ("LandsD") with respect to a piece of Government land in the vicinity of Tan Kwai Garden in Yuen Long on which there were a lot of weeds, wilted branches and rubbish.

    In response to Member's referral, LandsD immediately took follow-up action as to arrange staff of its Special Duties Task Force and its contractor to conduct a site visit to the area to clear the weeds, wilted branches and rubbish. Moreover, it undertook to clear the climbing plants on the fence surrounding the Government land so identified during the site visit to enhance the environmental hygiene. The Member noted that the climbing plants were cleared as undertaken by the end of August 2019.

  • Duty Roster Members in the coming weeks

    (as at 30.11.2020)

    30.11.2020 - 4.12.2020 Hon Andrew LEUNG Kwan-yuen, GBM, GBS, JP
    Hon WONG Ting-kwong, GBS, JP
    Hon CHAN Kin-por, GBS, JP
    Hon KWOK Wai-keung, JP
    Dr Hon Elizabeth QUAT, BBS, JP
    Hon Martin LIAO Cheung-kong, GBS, JP
    Hon Holden CHOW Ho-ding

    7.12.2020 - 11.12.2020 Hon YIU Si-wing, BBS
    Hon CHAN Han-pan, BBS, JP
    Hon POON Siu-ping, BBS, MH
    Ir Dr Hon LO Wai-kwok, SBS, MH, JP
    Hon Jimmy NG Wing-ka, BBS, JP
    Hon Wilson OR Chong-shing, MH
    Dr Hon Pierre CHAN

    14.12.2020 - 18.12.2020 Hon Abraham SHEK Lai-him, GBS, JP
    Hon CHAN Hak-kan, BBS, JP
    Hon Steven HO Chun-yin, BBS
    Hon MA Fung-kwok, GBS, JP
    Hon Alice MAK Mei-kuen, BBS, JP
    Hon CHAN Chun-ying, JP
    Hon CHEUNG Kwok-kwan, 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