17. Redressing Public Complaints

The department has set up an internal investigation system to redress public grievances against the policies, procedures or service delivery standards of the department or the conduct of a staff member in the execution of official duty. Through objective and impartial investigation, the department endeavors to improve the quality and standard of the services provided to the public.

The Head of the Complaints Investigation Group (CIG) is the Departmental Complaints Officer. He is directly responsible to the Assistant Commissioner (Excise and Operation Support) for the investigation of public complaints.

A Complaints Investigation and Assessment Panel (CIAP) is in place to scrutinize, review and endorse the findings and recommendations of all investigations on public complaints. It will ensure that each and every complaint is investigated in a thorough, impartial, fair and efficient manner. CIAP is chaired by the Assistant Commissioner (Excise and Operation Support) or Assistant Commissioner (Administration and Development) with at least two major formation heads as members. Meetings are convened at least once a month.

A Complaint Appeals Committee (CAC) is also in place to examine grounds of appeal and review investigation results and recommendations endorsed by the CIAP. It is chaired by the Deputy Commissioner, with at least two directorate officers as members. Meetings are convened as and when required. The decision of the CAC is final.

To serve the public better, the department has set up a telephone hotline (8100 3553) to provide the public with a direct means for lodging complaints. In 2005, 85 out of 92 verbal complaints received were settled through mediation service whereas the others were dealt with by investigation. In 2006, 85 out of 97 verbal complaints received were settled through mediation service, with the remaining followed by investigation.

According to statistics, 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 2005 and 2006, 106 and 91 complaints were received respectively.

In 2005, the 106 complaints registered represents a drop of 7 per cent in comparison with the 114 cases in 2004. After investigation of all these cases, one case was found substantiated and another one was partially substantiated. The substantiation rate was about 2 percent. In 2006, the 91 complaints registered represent a drop of 15 cases or 14 per cent, when compared with the year of 2005. Among the cases which have been examined by the CIAP in 2006, 1 case was found to be partially substantiated. The substantiation rate was about 1 percent. The department had administered counseling to the defaulters concerned accordingly. Complaints of assault and threat were referred to the Police for investigation but none had been found substantiated for both years.

In 2005, the CIG conducted 14 briefing sessions to over 300 officers, inclusive of staff members of disciplined and Trade Controls Officer Grades. The CIG also organized two one-day workshops on conflict management and negotiation for 47 officers of Inspectorate and Customs Officer Grades. The workshops were run by a clinical psychologist of the University of Hong Kong. Through lectures, role-play exercises, real case sharing and group discussions, the officers were able to gain better understanding of the causes of conflicts, and appreciate the skills in control and settlement of hostility, mediation and negotiation.

In 2006, the CIG delivered 14 briefing sessions to frontline staff. The briefings, 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.

Four issues of Complaint News were published in each of 2005 and 2006. The Complaint News aims to prevent the occurrence of similar complaints by imparting staff with the knowledge and positive values in handling public complaints. Each issue of Complaint News carries messages with a view to cultivating a positive culture in complaint management through the sharing of the causes and skills in handling complaints.

In 2006, Customs public service and the handling of complaints were highly praised by the Office of The Ombudsman. An Assistant Superintendent of the Intellectual Property Investigation Bureau and an Inspector of the CIG were awarded the Ombudsman Award 2006 in recognition of their exemplary and praiseworthy efforts over a sustained period of time.