Professional Documents
Culture Documents
The Survey
Objective
To understand the current situation
To identify good practices To pinpoint potential improvement areas
Scope
All bureaux and departments All types of public complaints (Oct 2007 to Sep 2008)
Exclude statutory appeals, objections or petitions to the CE, staff complaints, complaints referred from selected statutory public bodies, and complaints about crime and corruption
Complaint Channels
but a website search revealed that
Some departments published the channels inconspicuously, e.g.
Click Service guide > XXX Complaints System (p.5) Click About us > Enquiries and Contacts
Complaints Received
Different mix of complaints observed
Considerable number of referrals received from external sources (excluding 1823)
Are the existing complaint channels effective? Any issue on publicity of complaint channels?
Improvement opportunities
Recognise the importance of complaints
Multiple channels Facilitation of making complaints
Substantive reply
Departments: 72% Target: normally 10 30 days
10
11
12
13
Assistance Required