Hong Kong’s equality watchdog must tackle declining customer satisfaction, says Audit Commission

Equal Opportunities Commission urged to improve customer satisfaction by ‘enhancing the quality of communication’ and ‘empathetic skills’ of staff

Between 2018 and 2022, the body concluded 4,642 complaint cases, of which 79 per cent did not end with an investigation

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A report highlighted satisfaction with services provided by the city’s equality body had declined from 69 per cent in 2017 to 62 per cent in 2021. Photo: Felix Wong

Published: 4:39pm, 26 Apr 2023Updated: 8:51pm, 26 Apr 2023

Hong Kong’s Equal Opportunities Commission (EOC) needs to address declining customer satisfaction with its services, the government’s audit watchdog has said, with some cases dragging on well beyond its six-month target.

In a report released on Wednesday, the Audit Commission highlighted how overall satisfaction with services provided by the city’s equality body had declined from 69 per cent in 2017 to 62 per cent in 2021, with satisfaction levels among complainants the lowest at just 51 per cent.

The audit also questioned why the satisfaction level of those making inquiries, which had dropped from 68 per cent to 63 per cent over the same period, was not included in any EOC publications.

While the report noted how the 2021 findings could have been adversely affected by the Covid-19 pandemic and political divisions stemming from the 2019 social unrest, the Audit Commission nonetheless urged the EOC to improve customer satisfaction by “enhancing the quality of communication” and “empathetic skills” of the watchdog’s officers.

The EOC is an independent statutory body responsible for handling complaints related to the city’s anti-discrimination ordinances which cover race, gender, family status, and disabilities.

Residents can file complaints with the body if they feel they have suffered from discrimination, which the commission can then investigate for unlawful conduct or facilitate reconciliation.

Between 2018 and 2022, the body concluded 4,642 complaint cases, of which 79 per cent did not end with an investigation because either one was not carried out or was discontinued.