To upgrade the service quality in handling public complaints, the office of Complaints Investigation Group (CIG) was relocated on 13 December 2003 to a new premise in Skyline Tower in Kowloon Bay.

2. In order to enhance the impartiality and objectivity in handling public complaints, the department also set up the Complaints Investigation and Assessment Panel (CIAP) and the Complaint Appeals Committee (CAC) with effect from 1 November 2004. The CIAP, chaired by the Assistant Commissioner (Administration and Excise) or Customs Civil Secretary, is established to scrutinise, review and endorse the findings and recommendations of all public complaint investigations. The CAC is a high-level committee chaired by the Deputy Commissioner to enhance the impartiality, objectivity and independence in the handling of appeals against the decisions or rulings made by the CIAP. The revised procedures on the handling of public complaints and the new office setup offer a good environment for CIG to receive the public and in turn enhance the open image of the department in the management of complaints.

3. In 2003, CIG officers delivered 88 lectures for in-house training courses and paid several liaison visits to frontline outside Commands. In 2004, CIG officers delivered 6 lectures for in-house training courses and paid 10 liaison visits to major formations. The lectures and visits, which aimed at refreshing the officers with the latest information on complaint cases, had strengthened the officers’ awareness of public expectations. They promoted the growth of a positive attitude toward complaints, introduced better ways of handling public complaints and provided a platform for experience sharing.

4. Instilling the attitude to face complaints positively into members of the department is a prolonged and ongoing task. In 2003, four Complaint News Issues were published while in 2004, four Complaint News Issues were published and issued to all staff of the department. The purpose of the publication was to enhance the transparency of the complaints handling mechanism. The publication was also a preventive tool by imparting the knowledge, experiences and constructive values derived from real-life complaint cases to the frontline officers for application in daily work.

5. In 2003, Customs public service through the handling of complaints was highly praised by the Office of the Ombudsman. A senior inspector of CIG and an inspector of Airport Command were awarded the Ombudsman Award 2003 in recognition of their exemplary and praiseworthy efforts over a sustained period of time.

6. In 2004, one chief Customs officer of CIG was also awarded the Ombudsman Award 2004 in recognition of his exemplary and praiseworthy efforts over a sustained period of time.

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.