TCU's second quarterly report of 2019 released

The following is issued on behalf of the Transport Advisory Committee:

     The Transport Complaints Unit (TCU) of the Transport Advisory Committee received 8 916 complaints and suggestions in the second quarter of 2019, with 41 pure suggestions. The total number of cases represents an increase of 5.1 per cent as compared with 8 485 cases in the previous quarter and an increase of 30.8 per cent when compared with 6 816 cases in the same quarter of 2018.

     The complaints and suggestions received during the quarter were mostly related to public transport services (90 per cent), enforcement matters (7 per cent) and traffic conditions (1 per cent).

     The number of cases on public transport services increased by 7.8 per cent from 7 502 in the previous quarter to 8 086 this quarter, while complaints and suggestions on traffic conditions decreased from 165 to 164. Cases about road maintenance decreased from 31 to 21 and the number of complaints about illegal parking and other enforcement matters decreased from 750 to 614.

     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 6 936 cases were completed. Of these, 5 160 cases (74 per cent) were found to be substantiated, 40 cases (1 per cent) were unsubstantiated, and the remaining 1 736 cases (25 per cent) could not be pursued due to lack of evidence. 

     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. Among these cases, 76 drivers were summonsed by the Police.

     During the quarter, the relevant government departments and public transport operators took on board 13 suggestions made by the public to enhance public transport services and improve traffic conditions. A summary of the cases is in the Appendix.

     Members of the public may make their suggestions or complaints to the TCU by dialling the hotline 2889 9999 (voicemail service is available outside office hours), by fax to 2577 1858, by email to or by filling in a form on the TCU website (

Ends/Tuesday, September 24, 2019
Issued at HKT 16:08