HONG KONG, CHINA | Ombudsman’s three strategic focuses deliver results and tangible benefits to community

The Ombudsman, Mr Jack Chan, on 2 July 2025 presented the 2024-25 Annual Report of The Ombudsman to the public. The Office exceeded all its service targets in handling enquiries, complaints, reassessment and review of complaints in the reporting year.

Mr Chan said, “Since assuming office on 1 April last year, I have championed three strategic focuses: (1) enhancing mediation to effectively and swiftly resolve public complaints; (2) fostering interdepartmental collaboration to provide highly efficient and quality public services; and (3) cultivating a positive and proactive complaint culture within the community. These three initiatives are designed to improve the quality of public administration, deliver tangible benefits to our citizens, and encourage the Government and citizens to foster a more stable, harmonious and progressive society for all.”

In the reporting year, the Office concluded an all-time high of 555 cases by mediation, nearly tripling the number of the previous year and accounting for 33.5 per cent of the cases pursued. Given that the average time taken to resolve a complaint by way of mediation was only 10.87 days, it significantly expedited the process of redressing grievances for the public.

On the front of fostering interdepartmental collaboration, the Office completed three direct investigation operations and processed 141 complaint cases during the year in this connection.

The Office has stepped up efforts to cultivate a positive complaint culture. In addition to the annual Ombudsman’s Awards Scheme, the Office issued 41 appreciation letters to 16 departments and organisations, and presented 19 appreciation certificates to complainants during the year, recognising their contribution to the enhancement of public administration. For the first time, the Office hosted seminars for universities and tertiary institutes, with a total of 13 seminars held at tertiary and secondary institutes throughout the year to promote a positive complaint culture. The Office is in active preparation for establishing the Hong Kong International Ombudsman Academy to provide appropriate training for government departments and public organisations, enhance the professional capabilities of staff of the Office, and promote exchanges and co-operation between the Office and overseas ombudsman institutions.

The Office completed eight direct investigation operations and 40 full investigations during the year, delivering a total of 254 recommendations, 37 per cent more compared to that of the previous year, for improvement of public administration. All the recommendations were accepted by the government departments or organisations concerned, including some having been pursued and implemented. From November 2024 onwards, the Office started making observations in cases concluded after inquiries to highlight the improvements that had been or could be put in place more speedily. As at 31 March 2025, 106 observations had been made and were well received by the government departments or public organisations concerned.

In the reporting year, the Office received 4,402 complaints on various topics and completed 4,664 cases (including some carried over from the preceding year), of which 3,009 were assessed and closed and 1,655 pursued and concluded.

The full text of the Annual Report can be viewed or downloaded here.

Source: Office of the Ombudsman of Hong Kong, China