Public 'is exploiting complaints system'
The Ombudsman yesterday accused people of exploiting the complaints mechanism to pursue personal agendas and get their 'pound of flesh' from civil servants.
Alice Tai Yuen-ying made the comments in her annual report after her office handled a record number of cases last year.
'We have noticed that many complaints are lodged by citizens intent on getting their pound of flesh from public servants and not really to seek protection from maladministration or malpractice by public institutions,' she said.
'Regrettably, some complainants have their own agenda and use my office to press for their own desired outcome.'
The Ombudsman's Office received 12,900 inquiries and 3,736 complaints last year. But less than 0.5 per cent - just 18 cases - were substantiated and seven per cent were partially substantiated. The rest were rejected, settled, transferred to other complaint bodies or withdrawn.
The Ombudsman refused to attribute the rise in complaints solely to an increase in abuse or a poor performance by departments. She said better community awareness of rights and complaint channels had contributed.
The Housing Department topped the list of complaints for the fifth consecutive year, with 505 last year, or 14.9 per cent. The Ombudsman said the problem of abuse was increasing. An example was the department renovating a public flat after the tenant lodged a complaint. Ms Tai said it would also be classed as maladministration if departments gave services to those not entitled to them.
She accused some departments of adopting a 'compartmental mentality' by using a 'minimalist approach' to work.
Society for Community Organisation director Ho Hei-wah accused the Ombudsman of discouraging complaints.
Arthur Garcia, the first Ombudsman in Hong Kong, said the comments seemed strange, given the Ombudsman's mandate.
'It is the job of the Ombudsman to receive as many complaints as possible because that's the only way they can investigate and act upon matters of interest to the public,' he said.
