On 13 December 2019, the EOC released a report reviewing its governance, management structure and complaint-handling process. The review was conducted between 2017 and 2019 by a panel (“Review Panel”) consisting of three EOC Members, namely Mr Mohan DATWANI, Dr Maggie KOONG and Dr Trisha LEAHY (Dr Koong and Dr Leahy retired from the EOC Board in May 2018 and May 2019 respectively), in response to feedback from service users, stakeholders, legislators and members of the public.

In parallel, the EOC engaged retired High Court Judge, Prof Anselmo REYES to review its complaint-handling procedures on an independent and pro bono basis. The Review Panel’s final report, endorsed by the EOC Board, has given due consideration to Prof Reyes’ findings and laid out a series of recommendations geared towards enhancing the Commission’s governance and complaint-handling work.

In particular, the Review Panel recommends a victim-centric approach to the complaint-handling process, which seeks to recognise and pay special attention to the needs of victims at all stages, while managing their expectations and adhering to the principles of fairness and impartiality.

A string of measures embodying this approach have been put in place, including: ensuring strict compliance with the Internal Operating Procedures Manual and speedy classification of cases by staff; abolishing the practice of reassigning a case from one officer to another when its status is changed from being an enquiry to a complaint, so that aggrieved persons would not feel distressed by repetitive requests for information; making more active use of statutory powers to facilitate investigations, such as instructing respondents and third parties to furnish information and documents; as well as drawing on expert opinion to add insight to the investigation and conciliation process, as and when needed.

“I readily agree with the report’s recommendations, particularly in relation to a victim-centric philosophy, the holistic collection of facts and evidence in complaint handling, and the positioning of the Chairperson as a commanding role to be ably assisted by EOC Members and a professional management team,” said Mr Ricky CHU Man-kin, Chairperson of the EOC. “I would like to thank Prof Reyes, the Review Panel, EOC Members, my predecessor Prof Alfred CHAN, all former and current staff members who were involved, as well as the NGOs and other stakeholders who generously offered their views, for their valuable contribution to the success of this exercise. The report will form a solid foundation for me to lead the EOC to continue to strive for service excellence and tackle new challenges.”

• Read the report
• Read the press release