Statistics on Enquiries, Complaints & Legal Assistance

Statistics on Enquiries, Complaints and Legal Assistance for the Period of 1 January 2012 to 31 December 2012

	Total	SDO	DDO	FSDO	RDO	Work of EOC / Statutory Provisions	Outside Jurisdiction(8)
Total no. of enquiries	16502	--	--	--	--	--	--
General enquiries (Hotline)(9)	8791	--	--	--	--	--	--
General enquiries (IVRS)	4413	--	--	--	--	--	--
Specific enquiries (prospective complaints)(10)	4125	1045	2435	222	423	--	--
Specific enquiries (others)	3586	--	--	--	--	687	2899
Total no. of complaints received	843	282	487	19	55	--	--
(1) Complaint investigation	738	272	405	18	43	--	--
(2) Self-initiated investigation	--	--	--	--	--	--	--
(i) Discriminatory Advertisement	2	2	0	0	0	--	--
(ii) Access to premises and provision of goods & Services, etc.	103	8	82	1	12	--	--
Total no. of complaints handled (1)	1058	349	624	25	60	--	--

		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	336	--	--	--	--	--	--	--
Employment field	316	80	0	11	135	90	68	22
Non-employment field	20	5	0	0	8	7	6	1
DDO	531	--	--	--	--	--	--	--
Employment field	359	92	0	10	202	55	43	12
Non-employment field	172	53	0	6	64	49	30	19
FSDO	24	--	--	--	--	--	--	--
Employment field	23	10	0	1	9	3	3	0
Non-employment field	1	0	0	0	1	0	0	0
RDO	48	--	--	--	--	--	--	--
Employment field	12	5	0	0	6	1	1	0
Non-employment field	36	13	0	0	17	6	3	3

(i) Discriminatory Advertisement

	Total	Under Investigation	Resolved
SDO	2	1	1
DDO	0	0	0
FSDO	0	0	0
RDO	0	0	0

(ii) Cases relating mainly to access to premises and provision of goods & services

	Total	Under Investigation	Resolved	No Further Action
SDO	11	1	4	6
DDO	93	12	35	46
FSDO	1	0	0	1
RDO	12	1	7	4

	Total	Under Consideration	Granted	Not Granted	Withdrawn	Applications brought forward (from previous year)	Applications received in 2012
SDO	14	2	4	8	0	0	14
DDO	26	7	8	10	1	8	18
FSDO	1	0	1	0	0	1	0
RDO	0	0	0	0	0	0	0
Total	41	9	13	18	1	9	32

	Total(6)	Under Consideration	Granted(7)	Not Granted	Withdrawn
SDO	245	2	110	133	0
DDO	376	7	143	222	4
FSDO	21	0	12	9	0
RDO	7	0	2	5	0

	Concluded cases invoking the relevant ordinance	Active cases invoking the relevant ordinance	Total no. of legal actions invoking the relevant ordinance**	Total No. of legal action
SDO	29	4	33	--
DDO	42	3	45	--
FSDO	5	0	5	--
RDO	0	0	0	--
Total	76	7	83	80

Including complaints carried forward from previous years
Respondent's identity cannot be ascertained or respondent's whereabouts cannot be traced.
Complainant had no desire to pursue complaint after matter resolved in the course of investigation.
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
Conciliation effort made but failed to bring about settlement
Cumulative figures since 20 September 1996
Including one SDO case withdrawn
Including 27 enquiries on sexual orientation
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.
As from 1 August 2008, specific enquiries in relation to the ordinances implemented by the EOC are renamed as "Specific enquiries (prospective complaints)" to reflect their nature and potential to become actual complaints.
Double counted legal actions invoking more than one ordinances.