Complaints about Tenancy Matters
If you wish to complain about another person for suspected non-compliance with the requirements of the Landlord and Tenant (Consolidation) Ordinance (Cap.7) (“LTCO”), you may lodge your complaint through the following channels:-
|by post or visiting Rating and Valuation Department (“RVD”) in person:
|by email: email@example.com|
|by fax: 2116 4920|
|by telephone: 2150 8303|
A complaint can be lodged in writing (in Chinese or English) or orally. If the complainant authorises another person to handle the complaint on his or her behalf, the complainant should provide a written authorisation to RVD.
Complaint Handling Procedure
Upon receipt of a complaint, RVD will process it in accordance with the following procedures:-
- RVD will first consult the complainant on the facts of the complaint and collect the relevant information (e.g., in case of complaining the landlord of a regulated tenancy about overcharging the water# and electricity charges, the relevant information includes the request of the landlord for water and electricity charges from the tenant). If needed, site inspection will be conducted and information will be collected from the complainee.
- If, after investigation, the complaint does not involve committing the offences under LTCO, RVD will explain to the complainant and provide free advisory or mediatory services as appropriate.
- If the complaint involves committing the offences under LTCO, RVD will seek legal advice from the Department of Justice and consider whether legal action is warranted depending on the circumstances (including the information and evidence collected) of the case.
# According to Waterworks Regulations (Cap. 102A), a registered consumer of the Water Supplies Department (WSD) is only allowed to recover from the occupants of the premises the water charge paid to WSD (applicable to subdivided units). In case of any suspicion regarding overcharging for water, members of the public can report to WSD. An option for reporting water overcharging for subdivided units is available under the WSD’s Customer Services Hotline on 2824 5000. If the subdivided unit belongs to a “regulated tenancy”, the tenant can also report the case to RVD.
Flow Chart for Handling Complaints about Tenancy Matters, including “Regulated Tenancies”
- The information provided by the complainant will be used for handling the relevant complaint. Apart from the purposes stated above, the personal information will not be transferred to any other parties by RVD, unless such parties are authorised by law and request the information.
- Under the Personal Data (Privacy) Ordinance (Cap. 486), the complainant has a right to request access to and correction of his /her personal data. Such requests may be made in writing to RVD's Customer Service Officer at 15/F, Cheung Sha Wan Government Offices, 303 Cheung Sha Wan Road, Kowloon or by email to firstname.lastname@example.org.
Notes to Complainants
Complainants should note the following:-
- Must state clearly the issues of complaint.
- Must provide the personal data concerned (such as the personal data of the complainant) and details of the act or practice of the complainee, as well as sufficient information in support of the complainant’s allegation.
- Must state by whom the act was done or the practice was engaged in, i.e. who the complainee is, and provide adequate information for RVD to identify and locate the complainee. Otherwise, RVD may not be able to process the complaint.
- Cooperate in RVD’s requisition of information and investigation.
- Lodge complaints in a reasonable manner.
- Treat the staff with courtesy and respect.
If complainants are not able to provide RVD with the requested information about the complaint, the progress and/or outcome of RVD’s investigation may be affected. RVD may also terminate the investigation due to insufficient information to follow up with the case.
Information on Complaints about “Regulated Tenancies”
For more details on Key Offences and Penalties for “Regulated Tenancies” and Lodging Complaints about “Regulated Tenancies”, please click here.