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investigated but no maladministration was found, or some frivolous or trivial complaints.
During the period covered by the annual report of the Office of the Commissioner for Administrative Complaints (i.e. July 1995 to June 1996), the Commissioner for Administrative Complaints only referred 60 cases to the Urban Services Department. Out of these cases, 51 were simple cases which did not involve any maladministration and the Commissioner just requested the Department to follow up and reply to the complainant directly or provide information and action taken on the case concerned. Three other cases which concerned the Regional Services Department were re-directed to that Department for action. Only six cases were comparatively complicated in nature or needed more time to resolve, upon which the Commissioner conducted formal investigation.
Among the 57 complaints which concerned the Urban Services Department, 42 involved the Environmental Health Branch, seven involved the Leisure Services Branch, six involved the Administration Branch and two involved the Culture and Entertainment Branch. On the whole, these cases were not of serious nature. For example, there were complaints about illegal hawking, food hygiene, application and renewal of hawker licence, refuse collection point, seepage, street obstruction due to illegal extension of shop space, staff matters or dissatisfaction over the management of recreation and sports venues or being charged for spitting in public area, etc.
(2) The second part of the question asks whether there is any action/mechanism within the Department to handle these complaints.
The Department pays serious attention to these complaints. Administrative circular clearly stating the procedures for handling complaints has been issued. Each complaint will be handled under the supervision of an Assistant Director. After due investigation is conducted or due action is taken, the complaints would be submitted to the Deputy Director concerned for deliberation. The Deputy Director will, subject to the seriousness of individual complaints, report to the Director of Urban Services or seek his advice if necessary.
(3) The third part of the question asks how the number of complaints could be reduced and whether targets could be set to reduce the number of complaints.
The Urban Services Department (USD) provides an extensive scope of services which are closely related to the daily life of the public and it is understandable that some members of the public may be dissatisfied with individual services. To reduce the number of complaints, the strategy mainly adopted by the Department is to improve continuously the quality of services and to take prompt and appropriate actions. Moreover, the Department will take into account public's views
Page 191 of 498
Page 191 of 498
Page 191 of 498
Page 191 of 498
HONG KONG URBAN COUNCIL
187
investigated but no maladministration was found, or some frivolous or trivial complaints.
During the period covered by the annual report of the Office of the Commissioner for Administrative Complaints (i.e. July 1995 to June 1996), the Commissioner for Administrative Complaints only referred 60 cases to the Urban Services Department. Out of these cases, 51 were simple cases which did not involve any maladministration and the Commissioner just requested the Department to follow up and reply to the complainant directly or provide information and action taken on the case concerned. Three other cases which concerned the Regional Services Department were re-directed to that Department for action. Only six cases were comparatively complicated in nature or needed more time to resolve, upon which the Commissioner conducted formal investigation.
Among the 57 complaints which concerned the Urban Services Department, 42 involved the Environmental Health Branch, seven involved the Leisure Services Branch, six involved the Administration Branch and two involved the Culture and Entertainment Branch. On the whole, these cases were not of serious nature. For example, there were complaints about illegal hawking, food hygiene, application and renewal of hawker licence, refuse collection point, seepage, street obstruction due to illegal extension of shop space, staff matters or dissatisfaction over the management of recreation and sports venues or being charged for spitting in public area, etc.
(2) The second part of the question asks whether there is any action/
mechanism within the Department to handle these complaints.
The Department pays serious attention to these complaints. Administrative circular clearly stating the procedures for handling complaints has been issued. Each complaint will be handled under the supervision of an Assistant Director. After due investigation is conducted or due action is taken, the complaints would be submitted to the Deputy Director concerned for deliberation. The Deputy Director will, subject to the seriousness of individual complaints, report to the Director of Urban Services or seek his advice if necessary.
(3) The third part of the question asks how the number of complaints could
be reduced and whether targets could be set to reduce the number of complaints.
The Urban Services Department (USD) provides an extensive scope of services which are closely related to the daily life of the public and it is understandable that some members of the public may be dissatisfied with individual services. To reduce the number of complaints, the strategy mainly adopted by the Department is to improve continuously the quality of services and to take prompt and appropriate actions. Moreover, the Department will take into account public's views
Page 191 of 498
Page 191 of 498
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