Page 226 of 498
concerns
HONG KONG URBAN COUNCIL
221
the investigation of complaints on water dripping from air-conditioners.
On the first part of the question, according to departmental records, 17 512 complaints about water dripping from air-conditioners have been received since 1991. In Hong Kong Region, there were 4 942 cases in Eastern District, 1 122 cases in Wanchai District, 616 cases in Central District, 1 365 cases in Western District and 1 319 cases in Southern District. In Kowloon Region, there were 1061 cases in Yau Tsim District, 917 cases in Mongkok District, 2 165 cases in Shamshuipo District, 1 325 cases in Kowloon City District, 385 cases in Wong Tai Sin District and 2 295 cases in Kwun Tong District.
The second part of the question concerns the number of repeated complaints. I assume by repeated complaints, Mr. WU means more than one complaint against the same source of nuisance rather than complaints made by the same persons against different sources of nuisance. Out of 17 412 complaints in the past 5 years, only 2.4% or 420 cases are repeated complaints.
Part three and part four of the question are about the procedures and the time taken for the handling of each step of a complaint. As these are related questions, I am going to answer them together.
The procedures in handling complaints of water dripping from air-conditioners are laid down in Departmental Standing Instruction No. 68. The time taken to handle the case depends on factors such as whether the source of nuisance can be readily identified, the co-operativeness of the occupier under complaint and the time spent in searching the ownership of the premises under complaint at the Land Registry whenever necessary.
In a typical complaint, the action officer, usually a District Health Inspector, on receipt of the case file, will take one or two days to successfully contact the complainant, if known, to gather more information about the time during which the water dripping mostly occurs. A site inspection will then be made in the following one or two days at the appropriate time as suggested by the complainant to find out the source of the nuisance. Once the air-conditioner concerned is identified, the Inspector will approach the occupier of the premises concerned to find out the cause of the water dripping. Under most circumstances, the condition may be remedied by direct action, such as fixing the displaced rubber tubing or clearing blockages in the drain holes and therefore action on these complaints can be completed within a few days. If direct action cannot be taken immediately, a Nuisance Notice will then be issued requiring the abatement of the nuisance within a specified period of time, usually two weeks. The Inspector will re-visit the premises upon expiry of the time specified in the Nuisance Notice to check whether remedial actions have been satisfactorily completed. Thus a typical complaint takes about 20 days to complete.
However, if the occupier does not cooperate such as denying responsibility or refusing to give his/her name, action has to be taken to trace the ownership
Page 226 of 498
Page 226 of 498
Page 226 of 498
Page 226 of 498
concerns
HONG KONG URBAN COUNCIL
221
the investigation of complaints on water dripping from
air-conditioncrs.
On the first part of the question, according to departmental records, 17 512 complaints about water dripping from air-conditioners have been received since 1991. In Hong Kong Region, there were 4 942 cases in Eastern District. 1 122 cases in Wanchai District, 616 cases in Central District, 1 365 cases in Western District and 1 319 cases in Southern District. In Kowloon Region, there were 1061 cases in Yau Tsim District. 917 cases in Mongkok District, 2 165 cases in Shamshuipo District, I 325 cases in Kowloon City District, 385 cases in Wong Tai Sin District and 2 295 cases in Kwun Tong District.
The second part of the question concerns the number of repeated complaints. I assume by repeated complaints, Mr. WU means more than one complaint against the same source of nuisance rather than complaints made by the same persons against different sources of nuisance. Out of 17 412 complaints in the past 5 years, only 2.4% or 420 cases are repeated complaints.
Part three and part four of the question are about the procedures and the time taken for the handling of each step of a complaint. As these are related questions, I am going to answer them together.
The procedures in handling complaints of water dripping from air- conditioners are laid down in Departmental Standing Instruction No. 68. The time taken to handle the case depends on factors such as whether the source of nuisance can be readily identified, the co-operativeness of the occupier under complaint and the time spent in searching the ownership of the premises under complaint at the Land Registry whenever necessary.
In a typical complaint, the action officer, usually a District Health Inspector, on receipt of the case file, will take one or two days to successfully contact the complainant, if known, to gather more information about the time during which the water dripping mostly occurs. A site inspection will then be made in the following one or two days at the appropriate time as suggested by the complainant to find out the source of the nuisance. Once the air-conditioner concerned is identified, the Inspector will approach the occupier of the premises concerned to find out the cause of the water dripping. Under most circumstances, the condition may be remedied by direct action, such as fixing the displaced rubber tubing or clearing blockages in the drain holes and therefore action on these complaints can be completed within a few days. If direct action cannot be taken immediately, a Nuisance Notice will then be issued requiring the abatement of the nuisance within a specified period of time, usually two weeks. The Inspector will re-visit the premises upon expiry of the time specified in the Nuisance Notice to check whether remedial actions have been satisfactorily completed. Thus a typical complaint takes about 20 days to complete.
However, if the occupier does not cooperate such as denying responsibility or refusing to give his/her name, action has to be taken to trace the ownership
Page 226 of 498
Page 226 of 498
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