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The column for anyone fed up with bureaucracy, frustrated by delays or furious about poor service. Tell us your complaint and we'll try to fix it ...

Kowloon Bay resident Aaron Tam found his Mazda 323 covered with pebbles and debris one night in the car park of Telford Gardens. Believing the accident was caused by construction work on a podium right above the car park, he contacted the Telford office of MTR Property Management, which manages the podium and car park.

'I took photos as evidence of my claim. Then I followed MTRPM's instruction by providing a quotation from an authorised repair centre,' Mr Tam said.

The car suffered a broken windscreen and multiple scratches and the car repair centre estimated the repair cost at more than HK$20,000.

'To my surprise, MTRPM had no feedback, no apology and, even worse, didn't mention the evidence recorded. I tried seeking help from the MTRPM headquarters but got no response.

'I finally got a reply from a loss adjustor appointed by MTRPM's insurance company on December 20.

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