The Transport Complaints Unit received 4,634 complaints and suggestions for the first quarter of this year, down 6.7% on the previous quarter. Among these, 38 were  suggestions only. 

The major areas of complaints and suggestions were related to public transport services (75%), enforcement matters (16%) and traffic conditions (5%). 

The number of cases concerning public transport services fell 5.3% to 3,496 in this quarter. Complaints and suggestions on traffic conditions fell from 285 in the last quarter to 241 in this quarter.

Cases concerning road maintenance dropped from 94 in the last quarter to 89 in this quarter. The number of complaints about illegal parking and other enforcement matters fell from 776 to 727.

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

During the quarter, investigations into 4,403 cases were completed. Of these, 3,205 cases (73%) were found to be substantiated, 276 cases (6%) were unsubstantiated, and the remaining 922 cases (21%) were not pursued due to lack of evidence.   

Follow-up actions taken 
For the substantiated cases, the relevant government departments or public transport operators have either taken steps to rectify the situation or are considering possible solutions to the problems identified.

During the quarter, the relevant government departments and organisations took on board 43 suggestions made by the public to enhance public transport services and improve traffic conditions. 

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