XN000022-1993-04-21 — Page 38

29

WEDNESDAY, APRIL 21, 1993

THE CHINA LIGHT AND POWER COMPANY LTD OPERATES A CUSTOMER TELEPHONE SERVICE AND CUSTOMER SERVICES CENTRES WITH WHICH CUSTOMERS CAN LODGE COMPLAINTS. ITS CUSTOMER CONSULTATIVE GROUP MONITORS THE HANDLING OF COMPLAINTS.

SIMILARLY, THE

HONG KONG ELECTRIC COMPANY LTD OPERATES A CUSTOMER SERVICE CENTRE, AN EMERGENCY REPORTING CENTRE AND TRENCHING WORK COMPLAINTS HOTLINE TO WHICH CUSTOMERS CAN DIRECT COMPLAINTS. THE COMPANY ALSO RECEIVES COMPLAINTS FROM ITS CUSTOMER LIAISON GROUP.

A PERSON AGGRIEVED BY A DECISION/ACTION OF THE COMPANIES APPEAL TO THE DIRECTOR OF ELECTRICAL AND MECHANICAL SERVICES.

IN

MAY

ADDITION, CUSTOMERS MAY ALSO LODGE COMPLAINTS WITH THE DIRECTOR AGAINST THE COMPANIES FOR FAILURE TO COMPLY WITH SAFETY REQUIREMENTS FOR ELECTRICITY SUPPLY.

HONG KONG AIR CARGO TERMINALS LTD

CUSTOMERS MAY LODGE THEIR COMPLAINTS DIRECT WITH THE COMPANY OR CHANNEL THEM THROUGH THEIR TRADE BODIES THE CARRIER LIAISON GROUP AND THE HONG KONG ASSOCIATION OF FREIGHT FORWARDING AGENTS.

THE IN

IN ADDITION, THE FRANCHISE AGREEMENT SIGNED BETWEEN GOVERNMENT AND THE COMPANY PROVIDES THAT THE COMPANY SHALL OPERATE ACCORDANCE WITH INTERNATIONAL AIR INDUSTRY STANDARDS TO THE GENERAL SATISFACTION OF ITS CUSTOMERS AND THE DIRECTOR OF CIVIL AVIATION.

WHERE A CUSTOMER FEELS THAT THE STANDARDS REQUIRED ARE NOT MET, HE COULD COMPLAIN DIRECT TO THE DIRECTOR.

HOSPITAL AUTHORITY

AT THE INDIVIDUAL HOSPITAL LEVEL, PUBLIC COMPLAINTS ARE HANDLED THE RELEVANT HOSPITAL CHIEF EXECUTIVE OR MEDICAL SUPERINTENDENT ASSISTED BY A PATIENT RELATIONS OFFICER.

BY

FROM OTHER

UNDER

AT THE CENTRAL LEVEL, APPEAL CASES AND REFERRALS BODIES ARE HANDLED BY A PUBLIC COMPLAINTS COMMITTEE ESTABLISHED THE HOSPITAL AUTHORITY BOARD.

TO INDIVIDUAL

SEPARATELY, THE TRENDS OF COMPLAINTS RELATING HOSPITALS OR SPECIALTIES ARE MONITORED BY THE PATIENT AND COMMUNITY RELATIONS COMMITTEE UNDER THE BOARD.

THE HEALTH AND WELFARE BRANCH SCRUTINISES THE QUARTERLY REPORTS PREPARED BY THE HOSPITAL AUTHORITY ON THE INCIDENCE OF COMPLAINTS EXPRESSIONS OF APPRECIATION, BASED ON THE STATISTICS SUPPLIED INDIVIDUAL HOSPITALS.

OR

BY

/JUSTICES OF *******