7. To strive for higher
efficiency and better service quality in handling complaints,
the department has set up a telephone hotline (8100
3553) to provide the public with a simple and direct
means for lodging complaints. In 2003, 70 out of 93
verbal complaints received were settled through mediation
service whereas the others were settled by investigation.
In 2004, 130 out of 142 verbal complaints received were
settled through mediation service, and the remaining
was settled by investigation.
8. According to statistics, those
major formations that had frequent contacts with the
public were more liable to complaints. The complaints
were mainly related to assault, malpractice and working
attitude. In 2003, a total of 135 complaints were received
and investigated; while in 2004, a total of 114 complaints
were received and investigated.
9. In 2003, there was a slight drop
of one case regarding the number of public complaints
received when compared with the year of 2002. After
investigation, two cases were found substantiated and
four were partially substantiated. The substantiation
rate was about 4 percent. In 2004, there was a drop
of 21 cases when compared with the year of 2003. After
investigation, two cases were found substantiated and
two were partially substantiated. The substantiation
rate was less than 4 percent. The department had administered
appropriate disciplinary actions to the defaulters concerned.
With the complainants' consent, complaints of assault
and threat were referred to the Police for follow-up
investigation. No case of such nature had yet been substantiated
for both years.
10. The pie charts and figures below
show the nature and the subsequent investigation results
in 2003 and 2004.
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