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Complaints Unit

Complaints Unit (CU) 

The CU is mainly responsible for handling complaints received by the Civil Service Bureau, which is responsible for the overall management and development of the civil service. We welcome your comments and suggestions on our policies and quality of service so that we can sustain good performance and improve on areas that we are unable to meet our pledge or your expectation. You may send your suggestions or complaints through the following channels -

All complaints will be dealt with expeditiously. We shall acknowledge to your complaint within 10 calendar days on receipt. A substantive reply will be given within 30 calendar days as far as possible. For complicated cases requiring longer processing time, we would keep you informed of the progress.

Complaint handling body of Government department/bureau

In general, for complaints which are related to the operation and management of government departments/bureaux, the CU will refer them to the concerned government departments/bureaux or relevant parties for direct investigation and replies to the complainants. (Please see note on handling of personal data collected by CU below) You may contact the complaint handling body of the relevant government department / bureau direct. You can easily locate the complaint handling body / general enquiry of respective government departments/bureaux by searching through Telephone Directory of the Government of the HKSAR and related organisations or the Consolidated list of Complaints Channels of the 1823 Call Centre.

Note on handling of personal data:
Please note that all personal data collected by the CU will only be used for purposes directly related to complaint handling. The personal data collected will be transferred to parties contacted by the CU during the processing of the case including the parties/government departments/bureaux being complained against. The information provided might also be disclosed to agencies who are authorized to receive information relating to law enforcement, prosecution or review of decisions.

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Last Revision Date : 23 December 2009