The Transport Complaints Unit received 3,541 complaints and suggestions in the first quarter of this year, down 7.5% on the previous quarter. Thirty-five were purely suggestions.

As in previous quarters, the major areas of complaints and suggestions were related to public transport services (70%), enforcement matters (15%) and traffic conditions (10%).

The number of complaints and suggestions on services fell 4.2% to 2,461. Those on franchised bus services fell from 782 to 732, while those on minibus services dropped from 500 to 498.

Cases related to taxi services fell from 1,164 to 1,142, rail services decreased from 92 to 68, and those on ferry services fell from 16 to 10.

Complaints and suggestions on traffic conditions fell from 431 to 365, while those on road maintenance were down from 113 to 88, with illegal parking and other enforcement matters also decreasing from 640 to 537.

All complaints and suggestions received have been referred to relevant authorities for follow-up action.

Improvements made

During the period under review, investigations into 3,593 cases were completed. Of these, 2,430 (67 %) were found to be substantiated, 235 (7%) unsubstantiated, and the remaining 928 (26%) were not pursuable due to lack of evidence.

For the substantiated cases, the Government or operators have either taken steps to rectify the situation or are considering possible solutions.

During the quarter, the relevant Government departments and organisations took on board 39 suggestions to enhance transport services and improve traffic conditions.

Click here for a summary of the cases where public suggestions had helped to bring about improvements.

Complaints or suggestions can be made by dialling 2889 9999, faxing 2577 1858, emailing info@tcu.gov.hk or by filling in a complaint form downloaded from the unit's website.