The following is issued on behalf of the Office of The Ombudsman:

     The Ombudsman, Mr Jack Chan, today (July 8) attended an annual meeting with the Legislative Council (LegCo) and briefed members on the progress and results of the Office of The Ombudsman's work in 2024-25. Looking forward, the Office will drive positive change in public administration, especially by streamlining workflow and enhancing efficiency to bring about further improvement in public administration. Mr Chan also exchanged constructive views with LegCo Members on matters of mutual concern.

     At the meeting, Mr Chan mentioned that in response to the motherland's expectations of the Hong Kong Special Administrative Region (HKSAR), the Office will stay bold in reform, dare to break new ground, and innovate continuously. In the reporting year, the Office championed three strategic focuses and achieved satisfactory results in various areas. Mr Chan said, "On the front of mediation, the Office achieved unprecedented results during the reporting year, concluding an all-time high of 555 cases involving no or only minor maladministration." Based on the motto of "responding to people's needs", the Office helped the complainants out of their predicament speedily and amicably through mediation, while the departments could also review internal procedures and make improvements, thereby enhancing the standards of public administration. The results were encouraging as the Office's mediation work was highly commended by both complainants and departments.

     Interdepartmental collaboration is another strategic focus of the Office. At the meeting, Mr Chan elaborated that after analysing the interdepartmental collaboration cases handled over the past, positive impact was observed in four major areas: clarifying the demarcation of responsibilities, grasping the crux of the matter, facilitating direct communication and experience sharing among departments, and launching joint operations. The Office has introduced a new series featuring stories of good people and good deeds on social media and its website, showcasing mediation and interdepartmental collaboration closely related to people's livelihood and highlighting the results brought about by complaint handling.

     During the reporting year, the Office spared no effort in advocating a positive complaint culture through exchange meetings, publicity campaigns, education initiatives and commendation schemes. Not only are the public encouraged to participate in social issues and voice their opinions in a constructive manner, but departments and organisations are also urged to serve the public with open-mindedness. Mr Chan firmly believes that fostering constructive suggestions and positive feedback is conducive to the promotion of good governance.

     Mr Chan highlighted at the meeting several direct investigation (DI) operations widely concerned by the Government, professions and the community, including regulation of occupational safety and health in construction industry, combating abuse of public housing resources, and the arrangements for recovery, refurbishment and reallocation of public housing rental flats. A poignant DI operation was conducted into the provision of public services relating to after-death arrangements. During the reporting year, the Office made 148 recommendations to government departments or public organisations in DI operation reports. Together with the 106 recommendations made in full investigation reports, the total number of 254 recommendations soared by 37 per cent over that in 2023-24 and hit a record high in the recent five years.

     The Office completed a reorganisation in July, under which it has streamlined the directorate establishment from a three-tier to a two-tier directorate structure by freezing the vacancy of Deputy Ombudsman. Instead, three Assistant Ombudsmen, all reporting directly to the Ombudsman, are appointed to head three major divisions, namely the Complaints Investigation Division, the Direct Investigation Division, and the Complaints Assessment and Support Division. The Office has deployed resources more flexibly to increase the number of Direct Investigation Teams from two to three, augment the staffing for complaints assessment, and streamline the complement of Complaints Investigation Teams and administrative and support staff. Mr Chan said, "The Office will adhere to the strategy of training and internal promotion to cultivate a contingent of experienced and competent investigation officers and support staff that are dedicated to our country and Hong Kong."

     Separately, Mr Chan reported the Office's international liaison work, including hosting the International Ombudsman Summit 2024 and The Ombudsman's 35th Anniversary Reception Ceremony in December last year. The event was supported and commended by the Central Government, the HKSAR Government and international counterparts, and widely reported by the media. Around 140 Mainland and overseas participants from about 40 countries and regions across six continents attended the Summit. The Office also signed a Memorandum of Understanding on Bilateral Cooperation with representatives from eight countries and regions across five continents, demonstrating Hong Kong's important role as a "super connector".

     The Office actively participated in international affairs. In addition to being the Secretary of the Asian Ombudsman Association, Mr Chan was appointed earlier this year as the Chairman of the Standing By-laws Committee and a member of the United Nations and International Cooperation Working Group  under the International Ombudsman Institute (IOI) respectively. In May, he was appointed to the Board of Directors of the Australasian and Pacific Region of the IOI. Mr Chan pledged to continue playing an active role on international co-operation platforms, presenting to global audiences a good story about Hong Kong from stability to prosperity under "one country, two systems", and leveraging the unique position of having strong support from the motherland and close connections to the world. Furthermore, the Office will maintain a close relationship with its Mainland counterparts.

     Looking forward, the Office will perform the gatekeeping function under The Ombudsman Ordinance to focus resources on those complaints that require assistance. It will press ahead with promoting mediation to redress public grievances, step up DI operations and make pragmatic and effective recommendations and observations, especially on streamlining workflow and enhancing efficiency to bring about improvement in public administration. Mr Chan also remarked that the preparations for establishing the Hong Kong International Ombudsman Academy are in full swing. The Academy's first exchange session on mediation is scheduled for August 25, 2025. In line with Mr Chan's firm belief in "prevention is better than cure", the Academy will endeavour to instil the concept of "maladministration prevention" in public officers to enhance their vigilance and take precautions against maladministration. This also marks a new milestone of the Office in driving positive change in public administration.

Ends/Tuesday, July 8, 2025
Issued at HKT 14:16

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