Statistics on Enquiries, Complaints & Legal Assistance

Statistics on Enquiries, Complaints and Legal Assistance for the Period of 1 January 2014 to 31 December 2014

	Total	SDO	DDO	FSDO	RDO	Work of EOC / Statutory Provisions	Outside Jurisdiction(8)
Total no. of enquiries	18988	--	--	--	--	--	--
General enquiries (Hotline)(9)	10657	--	--	--	--	--	--
General enquiries (IVRS)	1101	--	--	--	--	--	--
Specific enquiries (prospective complaints)(10)	4456	1226	2314	438	478	--	--
Specific enquiries (others)	3875	--	--	--	--	522	3353
Total no. of complaints received	606	202	336	23	45	--	--
(1) Complaint investigation	528	186	281	22	39	--	--
(2) Self-initiated investigation	--	--	--	--	--	--	--
(i) Discriminatory Advertisement	7	6	0	0	1	--	--
(ii) Access to premises and provision of goods & Services, etc.	71	10	55	1	5	--	--
Total no. of complaints handled (1)	828	285	463	31	49	--	--

		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	267	--	--	--	--	--	--	--
Employment field	248	57	0	3	97	91	59	32
Non-employment field	19	7	0	0	7	5	5	0
DDO	403	--	--	--	--	--	--	--
Employment field	300	87	0	2	143	68	52	16
Non-employment field	103	19	0	3	57	24	17	7
FSDO	30	--	--	--	--	--	--	--
Employment field	24	5	0	1	12	6	4	2
Non-employment field	6	0	0	0	5	1	1	0
RDO	42	--	--	--	--	--	--	--
Employment field	10	8	0	0	1	1	1	0
Non-employment field	32	4	0	0	14	14	14	0

(i) Discriminatory Advertisement

	Total	Resolved	No Further Action
SDO	6	3	3
DDO	0	0	0
FSDO	0	0	0
RDO	1	1	0

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

	Total	Under Investigation	Resolved	No Further Action
SDO	12	1	3	8
DDO	60	14	29	17
FSDO	1	0	1	0
RDO	6	1	1	4

	Total	Under Consideration	Granted	Not Granted	Applications brought forward (from previous year)	Applications received in 2014
SDO	18	0	9	9	3	15
DDO	19	3	8	8	4	15
FSDO	1	0	0	1	0	1
RDO	0	0	0	0	0	0
Total	38	3	17	18	7	31

	Total(6)	Under Consideration	Granted(7)	Not Granted	Withdrawn
SDO	272	0	123	149	0
DDO	419	3	164	248	4
FSDO	23	0	12	11	0
RDO	8	0	3	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	35	2	37	--
DDO	44	7	51	--
FSDO	5	0	5	--
RDO	0	0	0	--
Total	84	9	93	89

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 734enquiries 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 three ordinances are renamed as "Specific enquiries (prospective complaints)" to reflect their nature and potential to become actual complaints.