Statistics on Enquiries, Complaints & Legal Assistance

Statistics on Enquiries, Complaints and Legal Assistance for the Period of 1 January 2020 to 31 December 2020

	Total	SDO	DDO	FSDO	RDO	Work of EOC / Statutory Provisions	Outside Jurisdiction(8)
Total no. of enquiries	26710	--	--	--	--	--	--
General enquiries (Hotline)(9)	4909	--	--	--	--	--	--
Specific enquiries (prospective complaints)(10)	4748	737	1478	104	2429	--	--
Specific enquiries (others)	17053	--	--	--	--	385	16668
Total no. of complaints received	1131	314	441	41	335	--	--
(1) Complaint investigation	1100	304	428	41	327	--	--
(2) Self-initiated investigation	--	--	--	--	--	--	--
(i) Discriminatory Advertisement	1	1	0	0	0	--	--
(ii) Access to premises and provision of goods & Services, etc.	30	9	13	0	8	--	--
Total no. of complaints handled (1)	1383	415	566	49	353	--	--

		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	405	--	--	--	--	--	--	--
Employment field	323	100	1	5	168	49	38	11
Non-employment field	82	14	0	1	54	13	12	1
DDO	551	--	--	--	--	--	--	--
Employment field	343	101	0	7	196	39	32	7
Non-employment field	208	42	0	1	142	23	20	3
FSDO	49	--	--	--	--	--	--	--
Employment field	43	10	0	0	28	5	4	1
Non-employment field	6	0	0	0	5	1	1	0
RDO	345	--	--	--	--	--	--	--
Employment field	44	2	0	1	37	4	3	1
Non-employment field	301	9	0	0	289	3	3	0

(i) Discriminatory Advertisement

	Total	Resolved
SDO	1	1
DDO	0	0
FSDO	0	0
RDO	0	0

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

	Total	Under Investigation	Resolved	No Further Action
SDO	9	3	6	0
DDO	15	3	10	2
FSDO	0	0	0	0
RDO	8	0	6	2

	Total	Under Consideration	Granted	Not Granted	Applications brought forward (from previous year)	Applications received in 2020
SDO	4	1	3	0	0	4
DDO	9	1	7	1	1	8
FSDO	1	1	0	0	0	1
RDO	1	0	0	1	0	1
Total	15	3	10	2	1	14

	Total(6)	Under Consideration	Granted(7)	Not Granted	Withdrawn
SDO	355	1	176	177	1
DDO	534	1	234	295	4
FSDO	28	1	15	12	0
RDO	17	0	6	11	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	48	2	50	--
DDO	57	4	61	--
FSDO	5	1	6	--
RDO	0	0	0	--
SDO & DDO	1	3	4	--
Total	111	10	121	118

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