Statistics on Enquiries & Complaint

Statistics on Enquiries and Complaints
for the Period of 1 January 2003 to 31 December 2003

Part A : Number of Enquiries and Complaints

	Total	SDO	DDO	FSDO	EOC	Outside Jurisdiction*
Total no. of enquiries	13626	--	--	--	--	--
General enquiries	7561	--	--	--	--	--
Specific enquiries	6065	1748	2538	198	608	973
Total no. of complaints received	1032	491	484	57	--	--
(1) Complaints for investigation & conciliation	915	450	408	57	--	--
(2) Complaints for follow-up action	--	--	--	--	--	--
(i) Discriminatory Advertisement	19	19	0	0	--	--
(ii) Access to premises and provision of goods & Services, etc.	98	22	76	0	--	--
Total no. of complaints handled (1)	1348	647	636	65	--	--

* There were also 3387 general enquiries on areas outside jurisdiction received; already counted in the total no. of general enquiries.

Part B : Status of Complaints Handled
(1) Complaints for investigation and conciliation

		Investigation/Conciliation		Investigation Discontinued		Endeavour to Conciliate
	Total	Under Investigation/ Conciliation	Investigation Not Pursuable(2)	Early resolution(3)	Other situations(4)	Conciliation Attempted	Conciliated	Conciliation Not Successful(5)
SDO	601	--	--	--	--	--	--	--
Employment field	536	138	0	27	192	179	97	82
Non-employment field	65	6	0	1	38	20	14	6
DDO	551	--	--	--	--	--	--	--
Employment field	397	86	0	7	154	150	74	76
Non-employment field	154	44	0	2	43	65	41	24
FSDO	65	--	--	--	--	--	--	--
Employment field	58	18	0	1	16	23	7	16
Non-employment field	7	2	0	0	4	1	0	1

(2) Complaints for follow-up action

(i) Discriminatory Advertisement
	Total	Under Investigation	Resolved	No Further Action
SDO	19	2	13	4
DDO	1	0	1	0
FSDO	0	0	0	0

(ii) Cases relating mainly to access to premises and provision of goods & services
	Total	Under Investigation	Resolved	No Further Action
SDO	27	1	20	6
DDO	84	1	59	24
FSDO	0	0	0	0

Part C:Application for Other Assistance

Note :

1.	Including complaints carried forward from previous years
2.	Respondent's identity cannot be ascertained or respondent's whereabouts cannot be traced.
3.	Complainant had no desire to pursue complaint after matter resolved in the course of investigation.
4.	On ground of : no unlawful act; no desire to pursue complaint (except for cases covered by Note (3) above); lapsed over 12 months; should not be a representative complaint; being frivolous, vexatious, misconceived or lacking in substance
5.	Conciliation effort made but failed to bring about settlement
6.	Cumulative figures since 20 September 1996
7.	Including one SDO case withdrawn
8.	Including legal proceedings