The Legislative Council
The Legislative Council The Legislative Council

Annual Report 2025



Introduction

The Legislative Council operates a Redress System to receive and handle complaints from individual members of the public and deputations 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.
Members take turns, in groups of nine, 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, Members 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.

Statistics

No. of new cases received
1 350
No. of cases processed and concluded during the session
1 326
No. of site visits conducted
2
No. of case conferences held with representatives of the Government and/or public organizations
4
No. of telephone enquiries received
1 791
No. of views circulated to Duty Roster Members
3

Common cases handled

Some of the more common types of cases dealt with under the Redress System are highlighted below.
Policy bureau/government department
Transport Department
Total no. of cases
283
Types of cases
  • Complaints about bus, minibus and ferry services; traffic congestion caused by road tests; and the driving ability of elderly professional drivers;
  • Requests for assistance on enhanced provision of bicycle parking areas and safety measures for road users; and the management of government car parks; and
  • Proposals for enhancing bus and minibus services, the facilities at bus stops, minibus stops and MTR stations, the contingency arrangements for railway incidents, and the provision of fare concessions, bus information and free Wi-Fi on buses; renaming bus stops and a bus terminus; and introducing minibus-driver-offence points system to improve service quality.
Follow-up
  • The complaints, requests and proposals were taken up with the Administration in the form of written referral or case conference.
Policy bureau/government department
Education Bureau
Total no. of cases
156
Types of cases
  • Complaints about the education system; the operation of “shell schools”; and the improper handling of complaint cases against schools and suicidal cases of students;
  • Requests for assistance on reviewing the definition of “local students” adopted by post-secondary institutions for student admission and the arrangements for Mainland exchange tours for students; the implementation of the revised eligibility criteria for government-subsidized post-secondary student places and subsidies; and alleviating the difficulties encountered by cross-boundary students; and
  • Proposals for the implementation of “no homework policy”; enhancing the Putonghua proficiency of primary and secondary school students; enhancing psychological counselling and support for students; enhancing support measures for teachers to address their pressure; and enhancing the mechanism for handling school bullying incidents.
Follow-up
  • The complaints, requests and proposals were taken up with the Administration in the form of written referral.
Policy bureau/government department
Housing Department
Total no. of cases
60
Types of cases
  • Complaints about staff of the Housing Department and an outsourced property management agent; the improper handling of transfer applications; the distribution of smoking product advertisements; the blockage of driveways; and the environmental hygiene and the noise nuisance in public rental housing (“PRH”) estates;
  • Requests for assistance on termination of PRH tenancy; and water seepage problems in PRH estates; and
  • Proposals for relaxing the “Well-off Tenants Policy”; enhancing the Marking Scheme for Estate Management Enforcement; and optimizing and rationalizing the use of PRH resources.
Follow-up
  • The complaints, requests and proposals were taken up with the Administration in the form of written referral.
Policy bureau/government department
Development Bureau
Total no. of cases
58
Types of cases
  • Complaints about the mechanism for procurement of public works consultancies; and the land registration system;
  • Requests for assistance on arrangements for residents affected by the Hung Shui Kiu New Development Area Project and the Yuen Long South New Development Area Project; and shelving the reclamation project for Kau Yi Chau Artificial Islands; and
  • Proposals for optimizing the use of vacant government sites and industrial buildings; amending the Buildings Ordinance (Cap. ‍123); enhancing the squatter control policy and the related measures; and suspending the Labour Importation Scheme for the Construction Sector to protect local labour force.
Follow-up
  • The complaints, requests and proposals were taken up with the Administration in the form of written referral.
Policy bureau/government department
Food and Environmental Hygiene Department
Total no. of cases
42
Types of cases
  • Complaints about staff of the Food and Environmental Hygiene Department; littering; shop front extensions; unlicensed hawking activities; environmental hygiene problems; the ineffective enforcement action against an unlicensed restaurant; and the high vacancy rate of a public market; and
  • Requests for assistance on provision of safety measures for a public cemetery; enhancing cleansing work at the public places; and the regulation of ultra-processed foods.
Follow-up
  • The complaints and requests were taken up with the Administration in the form of written referral.

Significant cases handled

Safety measures for a public cemetery

A deputation sought Members’ assistance on the safety concern of a narrow footpath on the slope of a public cemetery and requested the provision of safety measures. In response to the Members’ request and subsequent to the site visit with Members, the Administration undertook to install safety warning signposts linked with chains at the edge of the footpath to raise the safety awareness of grave sweepers. Moreover, the uneven surface of the footpath would be levelled to provide more space for grave sweepers.

Provision of elderly support services

A complainant sought Members’ assistance in obtaining elderly support services for herself and her ailing husband. Notwithstanding her repeated requests for medical escort and respite services for her husband via the Designated Hotline for Carer Support (182 183) so that she could be freed to attend medical appointments for her various medical needs, the effort was to no avail. Subsequent to the Members’ referral, the Social Welfare Department immediately contacted her and her husband for an assessment of their needs. While service units were promptly arranged to provide them with medical escort and respite services, medical social workers were also assigned to provide necessary support.

Enhancement of the services of eMPF Service Centre

A complainant sought a Member’s assistance on the unclear address of an eMPF Service Centre (“the Centre”) provided on the website of the eMPF Platform Company Limited (“the Company”) and the poor frontline services of the Centre. Subsequent to the Member’s referral, the Company undertook to enhance its services by displaying the precise address of the Centre on its website and strengthening staff training for the provision of quality services.
Introduction
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Introduction
Statistics
Common cases handled
Significant cases handled