Statistics on Enquiries, Complaints & Legal Assistance

Statistics on Enquiries, Complaints and Legal Assistance for the Period of 1 January 2023 to 31 December 2023

	Total	SDO	DDO	FSDO	RDO	Work of EOC / Statutory Provisions	Outside Jurisdiction(8)
Total no. of enquiries	10198	--	--	--	--	--	--
General enquiries (Hotline)(9)	6411	--	--	--	--	--	--
Specific enquiries (prospective complaints)(10)	2861	954	1616	106	185	--	--
Specific enquiries (others)	926	--	--	--	--	214	712
Total no. of complaints received	1078	387	562	55	74	--	--
(1) Complaint investigation	1050	379	542	55	74	--	--
(2) Self-initiated investigation	--	--	--	--	--	--	--
(i) Discriminatory Advertisement	1	1	0	0	0	--	--
(ii) Access to premises and provision of goods & Services, etc.	27	7	20	0	0	--	--
Total no. of complaints handled (1)	1331	469	708	66	88	--	--

		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	461	--	--	--	--	--	--	--
Employment field	367	116	0	6	200	45	34	11
Non-employment field	94	15	0	0	73	6	6	0
DDO	679	--	--	--	--	--	--	--
Employment field	466	109	0	11	284	62	50	12
Non-employment field	213	42	0	6	135	30	27	3
FSDO	66	--	--	--	--	--	--	--
Employment field	53	10	0	0	43	0	0	0
Non-employment field	13	1	0	0	12	0	0	0
RDO	88	--	--	--	--	--	--	--
Employment field	40	6	0	2	30	2	1	1
Non-employment field	48	11	0	1	33	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	7	0	4	3
DDO	29	2	24	3
FSDO	0	0	0	0
RDO	0	0	0	0

	Total	Under Consideration	Granted	Not Granted	Applications brought forward (from previous year)	Applications received in 2023
SDO	4	0	2	2	1	3
DDO	11	2	4	5	0	11
FSDO	0	0	0	0	0	0
RDO	1	0	1	0	0	1
Total	16	2	7	7	1	15

	Total(6)	Under Consideration	Granted(7)	Not Granted	Withdrawn
SDO	369	0	188	180	1
DDO	561	2	246	309	4
FSDO	28	0	16	12	0
RDO	18	0	7	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	51	3	54	--
DDO	64	3	67	--
FSDO	6	0	6	--
RDO	0	0	0	--
SDO & DDO	4	0	4	--
Total	125	6	131	128

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 12 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.