Statistics on Enquiries & Complaint

Equal Opportunities Commission

Statistics on Enquiries and Complaints
for the Period of 1 January 2007 to 31 December 2007

Part A :Number of Enquiries and Complaints

	Total	SDO	DDO	FSDO	EOC	Outside Jurisdiction (8)
Total no. of enquiries	15134	--	--	--	--	--
General enquiries (Hotline)	6579	--	--	--	--	--
General enquiries (IVRS)	5390	--	--	--	--	--
Specific enquiries	8184	1016	2362	147	632	4027
Total no. of complaints received	874	327	512	35	--	--
(1) Complaint investigation	811	311	466	34	--	--
(2) Self-initiated investigation	--	--	--	--	--	--
(i) Discriminatory Advertisement	2	2	0	0	--	--
(ii) Access to premises and provision of goods & Services, etc.	61	14	46	1	--	--
Total no. of complaints handled (1)	1098	411	649	38	--	--

Part B :Status of Complaints Handled
(1) Complaint investigation

		Investigation/ Conciliation		Investigation Discontinued		Endeavour to Conciliate
	Total	Under Investigation/ Conciliation	Investigation Not Possible(2)	Early resolution(3)	Other situations(4)	Conciliation Attempted	Conciliated	Conciliation Not Successful(5)
SDO	395	--	--	--	--	--	--	--
Employment field	372	127	0	17	147	81	58	23
Non-employment field	23	5	0	1	12	5	4	1
DDO	601	--	--	--	--	--	--	--
Employment field	470	138	0	5	197	130	104	26
Non-employment field	131	34	0	5	59	33	23	10
FSDO	37	--	--	--	--	--	--	--
Employment field	34	9	0	0	16	9	6	3
Non-employment field	3	0	0	0	3	0	0	0

(2) Self-initiated investigation

(i) Discriminatory Advertisement
	Total	Under Investigation	Resolved	No Further Action
SDO	2	0	2	0
DDO	0	0	0	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	14	1	12	1
DDO	48	12	21	15
FSDO	1	0	0	1

Part C(1):Application for Other Assistance (i.e. Legal Assistance) cumulative figures since 20 September 1996

	Total(6)	Under Consideration	Granted(7)	Not Granted	Withdrawn	Active Court Case	Court Case Settled with Outcome
SDO	155	0	72	83	0	0	21
DDO	239	1	91	145	2	8	21
FSDO	16	0	10	6	0	0	5

Part C(2):Application for Other Assistance (i.e. Legal Assistance)
(from 01.01.2007 to 31.12.2007)

	Applications brought forward (in previous year)	Applications received in 2007	Total	Granted	Not Granted	Under Consideration	Withdrawn
SDO	3	10	13	8	5	0	0
DDO	0	17	17	4	10	2	1
FSDO	0	2	2	1	1	0	0
Total	3	29	32	13	16	2	1

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 1388 enquiries on sexual orientation
9.	As the EOC has implemented a new complaint management system as from 1 April 2006, please note different definitions for general enquiry before and after 1 April 2006: Before 1 April 2006, general enquiry includes all enquiries (general and OJ) handled at reception; After 1 April 2006, general enquiry includes only simple enquiries handled at reception, while all OJ enquiries are classified as Specific Enquiry.