Complaints

If you are not satisfied with the services of the Department, you may lodge a complaint with the Complaints Officer by the following methods. To facilitate our investigation and follow-up, please provide your name, correspondence address, telephone number and your file number with this Department (where applicable).

For more information, you may refer to the pamphlet “A Brief Guide on Complaints (How and where to lodge complaints?)” .

If you feel that your complaint has not been dealt with adequately or needs further review, you may write to the Department’s Complaints Liaison Officer by the following channels:

Please note that:

• The Department will not accept underpaid mail items. Please pay sufficient postage to ensure your mail items can duly reach us. (Details)
• The submission of electronic record is acceptable only if it conforms to the prescribed format, manner and procedure as stipulated under section 11(2) of the Electronic Transactions Ordinance (Cap. 553).
• Transmission of e-mails are vulnerable to third-party interception. You should consider to send your written enquiry by mail or fax if the content is private and confidential. Alternatively, if you have a recognized digital certificate, you may consider to encrypt your e-mail with the corresponding public key of our e-mail address. Please note that reply to your e-mail enquiry will not be made via e-mail unless you requested and have your recognized public key available for encryption.