The column for anyone fed up with bureaucracy, frustrated with delays or furious with poor service. Tell us your complaint and we'll try to fix it ... A Jardine's Lookout resident was hoping to enjoy a quiet Sunday morning on September 10 when construction workers at a nearby luxury development The Legend were causing noise pollution. 'There is nothing like spending a quiet Sunday morning reading the newspaper, but living near Cheung Kong [Holdings'] construction site made that impossible,' he wrote. 'Despite repeated complaints to the police, the workers at this construction site continued to flout the law and carried out noisy construction works all day on Sunday. This suggests to me that the police are either unable or unwilling to enforce the law or that the penalties imposed are too small to be a deterrent. 'Perhaps Cheung Kong may wish to comment on why it is not more socially responsible and does not impose effective environmental controls on its developments. I won't hold my breath waiting for a reply and presume that I will just have to wait for The Legend to be finished for my chance of peace and quiet on a Sunday morning - at least until the next development comes along!' The Legend's main contractor, Chun Wo Building Construction, said it would review noise control measures, but insisted its workers did nothing wrong or illegal. 'On September 10, there were some minor works carried out at the construction site where the activities were neither involved with 'mechanical powered equipment' nor 'prescribed construction work', a company spokeswoman said, adding only these types of work required a permit. 'We have a noise control management system in place to control the activities on site. The system includes monitoring site activities by designated supervisors, a permit-to-work system approved by the project manager and independent surveillance visits by head office staff. 'We have a 24-hour hotline for inquiries and complaints. The information is posted at the site entrance. Should anyone have any inquiries or suggestions about our site operation, they should feel free to call our hotline at 2241 4934. We will handle the inquiries or suggestions immediately. 'However, we would be glad to review and enhance our present control system to eliminate any nuisances created due to the site activities.' A reader said she called CSL One2Free to cancel her mobile phone in 2004, but the company has continued to charge her until she complained last month. She said she did not notice the HK$110 monthly fee because it was charged by auto-payment via her bank, whose monthly statements she did not check regularly. In early 2004, I phoned CSL One2Free to cancel my mobile phone service. Due to an administrative error, CSL has continued to charge me the monthly fee of HK$110,' Ms Hui said. 'I never realised this error because I had not received any printed statements since I subscribed to the service, and since the amount is a relatively small one I never noticed this on my bank statements. 'When I found this out on August 27, I immediately called the CSL hotline and requested an investigation. My bank wouldn't cancel the auto-pay unless CSL agreed. So I had to pay the full amount last month as well. 'CSL called me back and said it has no record for the disconnection order for the year 2004, but they found out that there was no air time record for a long time on my phone number. CSL agreed to only refund me three months' service fee.' She made her complaint to a manager, who acknowledged that her phone account registered no airtime since 2004. CSL then offered her six months of repayment. 'I found their response totally unreasonable and unacceptable,' Ms Hui said. After a Take Action inquiry, Ms Hui said the company has agreed to reimburse her up to the beginning of 2005. 'We have checked our system and found no incoming call record from Ms Hui during the said period to terminate service,' a CSL spokeswoman said. 'In fact, Ms Hui's old mobile number is forwarded to her existing number until the case was brought to our attention. We have contacted her to explain the situation. As a gesture of goodwill, we will refund the unused service charge from January 2005 onwards. She is satisfied with the arrangement.'
