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The Transport Complaints Unit (TCU) of the Transport Advisory Committee (TAC) received 6 490 complaints and suggestions in the fourth quarter of 2013. Among these, 68 were pure suggestions. The total number of cases represents a decrease of 6.2 per cent as compared with 6 919 cases in the previous quarter and a rise of 7.2 per cent when compared with 6 056 cases in the same quarter of 2012.
The complaints and suggestions received during the quarter were mostly related to public transport services (91 per cent), enforcement matters (6 per cent) and traffic conditions (1 per cent).
The number of cases on public transport services decreased by 5.2 per cent from 6 263 in the previous quarter to 5 936 this quarter. Complaints and suggestions on traffic conditions decreased from 170 in the last quarter to 106 this quarter. Cases about road maintenance decreased from 52 in the last quarter to 39 this quarter. The number of complaints about illegal parking and other enforcement matters decreased from 410 to 385.
All the complaints and suggestions received by the TCU in the quarter were referred to the relevant government departments and public transport operators for follow-up action.
During the period under review, investigations into 6 535 cases were completed. Of these, 4 601 cases (70 per cent) were found to be substantiated, 173 cases (3 per cent) were unsubstantiated, and the remaining 1 761 cases (27 per cent) were not pursuable due to lack of information.
For the substantiated cases, the relevant government departments and public transport operators have either taken steps to rectify the situation or are considering possible solutions to the problems identified.
During the quarter, the relevant government departments and public transport operators took on board 25 suggestions made by the public to enhance public transport services and improve traffic conditions. A summary of the cases is at the Appendix.
Members of the public may make their suggestions or complaints to the TCU by dialling the hotline 2889 9999 (voice mail service is available outside office hours), by fax to 2577 1858, by e-mail to info@tcu.gov.hk or by filling in a form on the TCU website (www.info.gov.hk/tcu).
Ends/Tuesday, February 25, 2014
Issued at HKT 18:12
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