Government hotlines are difficult to reach and harder to use because the administration has no guidelines to guarantee service quality, the ombudsman said yesterday. Deputy Commissioner for Administrative Complaints Chan Ying-lun said 53 government departments offered hotline services, but many were frequently busy and all were difficult for immigrants with language problems. Mr Chan recommended general guidelines for setting up government hotlines. 'Such hotline services are not always providing a wholly satisfactory service because of the language problem and other technical issues associated with the IVRS [Interactive Voice Response System],' Mr Chan said. Departments offering a particularly bad service included Immigration, Transport, Water Supplies, Inland Revenue and the Judiciary. Two written complaints were filed to the ombudsman's office against each of the first three departments in the past two years. Three complaints were laid against the Judiciary and one against Inland Revenue.