Following is the speech (translated from Chinese) by the Chief Secretary for Administration, Mr Chan Kwok-ki, in presenting the Government Minute in response to the Annual Report of The Ombudsman 2024/25 in the Legislative Council today (October 15):
 
Mr President,

     On July 2 this year, I submitted the Annual Report of The Ombudsman 2024/25 to the Legislative Council. Today, I submit the Government Minute (GM) to comprehensively respond to the recommendations as set out in the Annual Report.

     The Government attaches importance to the practical, constructive, and actionable recommendations made by the Office of The Ombudsman (the Office) concerning the provision of public services, with a view to further promoting an efficient and citizen-oriented public administration. In the year 2024-25, the Office concluded 40 complaint cases by full investigations and completed eight direct investigations, making a total of 254 recommendations - a record high number in recent years. All relevant government bureaux, departments and public bodies have seriously examined the Office's reports and accepted all recommendations, reflecting the current-term Government's commitment to enhancing the management and efficacy of public services. Departments concerned have either implemented or are actively pursuing the follow-up actions to the Office's recommendations. Detailed responses are set out in the GM. 

     In addition, in recent years the Office has actively used mediation to handle complaints which do not involve or only involve minor maladministration, with a view to resolving issues in a non-adversarial manner and achieving win-win for all parties concerned. All relevant government bureaux, departments and public bodies have also fully supported and cooperated with the Office's mediation efforts. In 2024-25, the Office handled 555 cases through mediation - a threefold increase as compared with the previous year, and mediations were typically completed within just one day or a few days. The Government will continue to collaborate with the Office to promote mediation, aiming to expedite the assistance rendered to the public in resolving complaints.

     To recognise government bureaux, departments and public officers' outstanding performance in complaint handling and public service delivery, the Office held The Ombudsman's Awards Presentation Ceremony in October 2024, presenting awards to six departments and organisations and 79 public officers.

     We understand the community's rising expectations on public service delivery. In May this year, I met with The Ombudsman to discuss on strengthening the systems on departmental management and performance accountability. In this year's Policy Address, the Chief Executive announced the establishment of the Heads of Department Accountability System with a view to continuously strengthening departmental performance through institutionalised and systematic management, thereby fostering a culture of continuous improvement and boost public confidence.  
  
     Mr President, I wish to express my sincere gratitude to The Ombudsman and his professional team for their independent, objective and fair work in their investigations and mediation efforts, which provided support for the effective governance of the Government. A robust monitoring mechanism is the cornerstone of social progress; the work of the Office and government administration are complementary to each other. The Government will, as always, fully support the work of the Office and continue to provide efficient, quality and people-oriented public services to the citizens.

     Thank you, Mr President.

Ends/Wednesday, October 15, 2025
Issued at HKT 14:35

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