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The Ombudsman, Mr Jack Chan, presents his 2025/26 Annual Report
The Ombudsman, Mr Jack Chan, on 8 July 2026 presented the 2025/26 Annual Report of The Ombudsman to the public. In the reporting year, the Office achieved remarkable results in all three strategic focuses championed by the Ombudsman, and further stepped up its supervisory role to bring about tangible improvements in public administration. The Office also exceeded all its service targets in handling enquiries, complaints, reassessment and review of complaints.
To fully support the HKSAR Government’s policy objective of improving people’s livelihood in alignment with the national development direction, Mr Chan has championed three strategic focuses since taking office: enhancing mediation to swiftly resolve complaints, effectively address public concerns and improve people’s livelihood; fostering interdepartmental collaboration to improve administrative efficiency; and cultivating a positive complaint culture within the community, particularly by encouraging the younger generation to voice their opinions in a constructive manner. Mr Chan said, “The three strategic focuses aim at improving the overall quality of public administration and bringing tangible benefits to the public. At the same time, we encourage the Government and society to work together towards building a more harmonious, liveable and progressive city. In the second reporting year of my tenure, all three initiatives have already yielded significant results.”
During the year, the Office achieved unprecedented results, with 1,145 cases resolved by mediation, which was more than double the number of the previous year and accounted for 72 per cent of all cases pursued, far surpassing previous records in both number and percentage. The average time taken to resolve a complaint by way of mediation was just 7.94 days. In support of the Office’s mediation efforts, government departments and public organisations have embraced mediation for more extensive use to handle complaints and promptly alleviate public grievances.
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Source: Office of The Ombudsman, Hong Kong, China
