CONFIDENTIAL
4.5 Departmental Complaints Systems
機密
In the course of Corruption Prevention Department assignments, certain departments have been found to have inadequate systems for dealing with complaints. It will be appreciated that this inadequacy could be a factor in corruption, inefficiency or faulty decision-making being concealed. A survey was therefore undertaken by Corruption Prevention. Departmenti to examine procedures for dealing with complaints, and the findings are that many departments have no formalised system of recording, investigating or analysing the reasons for complaints. A feature common to many Government departments was the special treatment accorded to complaints received through UMELCO or made in the press.
4.6 The weaknesses in complaints procedures have resulted in individual cases
of frustration on the part of complainants and those seeking to reverse administrative decisions. As a result, some complainants resort to alternative channels of complaint (see Paras. 4.7-4.11 below), and sometimes to several channels of complaint at the same time. Additionally, complaints or appeals involving more than one department are often misdirected because of lack of information as to the correct channel for complaint. A result
of these two factors has been duplication of effort on the part of departments, and the other agencies which act as complaint channels. When the latter become involved, complaints of ten escalate needlessly to directorate level..
4.7 City District Officers
The City District Officer scheme was set up in 1968 with the aim that they would act as "the voice, eyes and ears of Government"2, explain Government policies to the people of their districts and relay to Government public reaction and opinion. A further role played by the City District Officers is that of identifying the extent to which the various Government services are effectively and efficiently provided within their geographical districts, and they advise Government Secretariat on the effects of new Government policies on the man in the street. In addition, they act in the role of advocate for members of the public with grievances and assist them in preparing cases for submission to other Government departments, It is clear, however, that departments have not always received advice and representations from City District Offices as potentially useful feedback concerning their effectiveness and public image, but often rather as criticism. Management Circular 4/773 seeks to redress the situation by providing formal and informal channels of liaison between City District Offices and departments or, where necessary, Policy Secretaries. In the New Territories, the N.T.A. performs similar functions to those of the City District Offices in conjunction with New Town Committees, Rural Committees, Village Representatives and the Heung Yee Kuk.
iSeeC.P.D. Report 11/77
"Government Departments Procedures for Dealing
With Complaints Received From the Public" 22nd December 1977.
2See
J
- "Directive to City District Officers" - issued by (then) Secretary for Chinese Affairs, 1968.
3The Monitoring
and Co-ordinating Role of City District Officers"
Secretary for Administration
-
13th September 1977.
/4.8
CONFIDENTIAL
機密