The Transport Complaints Unit received 16,861 grievances and suggestions in 2009, down 12.7% on a year earlier. They were mostly related to public transport services (82%), enforcement matters (12%) and traffic conditions (4%).

The number of cases on public transport services fell 10.2% to 13,780 in 2000. Complaints and suggestions on franchised bus services fell from 3,122 to 2,799 in 2009 due to fewer cases about passenger services and facilities and frequency or carrying capacity.

Cases concerning residents' services grew from 54 in 2008 to 63 last year while minibus cases fell from 3,248 to 3,056. The decrease was due to fewer complaints about regularity of service, and conduct and performance of staff.

Cases on taxi services decreased from 8,005 to 7,277 in 2009 because there were fewer complaints about driver malpractice, especially on conduct and performance of drivers, and failure to take the most direct route.

Complaints and suggestions on rail services fell from 860 to 535 last year as there were fewer complaints about audio-visual broadcasting on Mass Transit Railway trains. Cases on ferry services decreased from 63 in 2008 to 50 in 2009.

Cases on illegal parking and other enforcement matters fell from 2,500 to 1,995 last year while cases on traffic conditions fell from 897 to 662. Complaints about road maintenance also decreased from 291 to 227 in 2009.

To contact the unit call 2889 9999, fax 2577 1858, send an email or file a complaint form here.