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Channels of Complaints

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If a person in custody feels aggrieved at treatments in the institution or has any complaint about his/her right or interest, he/she may voice out his/her complaint through the following channels :

(a) any staff member including a senior officer of the institution ;
(b) senior officers of the CSD Headquarters, including the Commissioner, visiting the institution ;
(c) Complaints Investigation Unit (CIU) of CSD ;
(d) visiting Justice of the Peace ;
(e) a member of the Legislative Council ;
(f) The Ombudsman ;
(g) Equal Opportunities Commission;
(h) Other government bureaux/ departments.

Complaints Investigation Unit (CIU)

The Complaints Investigation Unit (CIU) is an independent establishment appointed by the Commissioner of Correctional Services (CCS) to handle and investigate all complaints within its purview expeditiously, thoroughly and impartially under the ISO Quality Management Systems aiming at redressing grievances, preventing similar complaints and bringing continual improvement in overall service quality.

For check and balance, Correctional Services Department Complaints Committee (CSDCC) is vested with the authority to examine all investigation findings handled by CIU.

CIU will endeavour to complete its investigation of a complaint within 18 weeks and submit the investigation report to CSDCC for examination. After endorsement of the outcome of the investigation by CSDCC, the complainant will be informed of the outcome in writing accordingly. If the outcome is not endorsed, the complainant will be notified in writing of the progress regularly until endorsement of the outcome by CSDCC.

A complainant who is dissatisfied with the outcome of the CIU investigation may apply in writing for appeal to Correctional Services Department Complaints Appeal Board (CSDCAB).

Complaints/opinions about any staff or policy of Correctional Services Department may be lodged with CIU in person, by phone, by fax, by email or in writing.

Address : Complaints Investigation Unit, Correctional Services Department Headquarters, 4th Floor, Oi Kwan Court, 28 Oi Kwan Road, Wanchai, Hong Kong
24-hour hotline* : (852) 2574 3505
Fax : (852) 2893 4006
Email address : ciu@csd.gov.hk
Office hours : Monday to Friday 8:30 AM – 5:45 PM
(closed on Saturdays, Sundays and public holidays)
*with voice mail service outside office hours
Membership of CSDCAB

Visiting Justices of the Peace (JPs)

The Visiting JPs will visit the institutions regularly and persons in custody may approach them for complaints or any concerns about the treatments in the institutions.

The Ombudsman

The Ombudsman handles complaints about maladministration in the public sector. Upon admission, persons in custody will be issued with information leaflets about The Ombudsman. If persons in custody need to lodge a complaint with The Ombudsman, they can request a postage-free Ombudsman complaint form.

Equal Opportunities Commission (EOC)

EOC is an independent statutory body empowered to handle complaints about discrimination, harassment, or vilification on the grounds of sex, family status, disability or race. Complaints can be lodged by letter or by using the designated EOC complaint form.