The Customs and Excise Department has an efficient and impartial system to deal with different aspects of public complaints such as policies, procedures, service delivery standards and the conduct of staff members in the execution of their official duties.
If members of the public have any complaints/comments on the services provided by this Department, he/she can make it on the spot to the officer-in-charge of the Customs office. He/ she can also contact our Complaints Investigation Group to arrange for an interview.
He / She can also lodge his / her complaint by:
Customs and Excise Department
Complaints Investigation Group
Departmental Complaints Officer
3/F, Customs Headquarters Building
222 Java Road, North Point
|Customs Service Complaints Hotline||(852) 8100 3553 (office hours)|
|Duty Controller||(852) 3759 2288 (outside office hours)|
(852) 2854 3962
In lodging a complaint, you will be requested to:
The Head of the Complaints Investigation Group (CIG) is the Departmental Complaints Officer (DCO). He is responsible to monitor the investigation of complaints on the service provided by this Department. Upon completion of the investigation of a complaint, the DCO will put forward the results and recommendations to the Complaints Investigation and Assessment Panel (CIAP).
The CIAP is chaired by the Assistant Commissioner (Administration and Human Resource Development) or the Head of Trade Controls where appropriate. It is responsible for:
A written reply will be sent to the complainant to notify him / her of the investigation results.
If a complainant is not satisfied with the investigation results, he / she may lodge an appeal to the Complaint Appeals Committee (CAC).
The CAC is chaired by the Deputy Commissioner and is responsible for examining grounds of appeal and reviewing investigation results and recommendations endorsed by the Complaints Investigation and Assessment Panel. Its decision is final.
A complainant should: