Winner of The Ombudsman’s Awards 2022 for Officers of Public Organisations“Unfamiliar procedures exert extra stress on people already hit by bereavement. Listening to their needs with patience and putting myself in their shoes, I strive to go the extra mile for them.” Ms Chow Lai Yee, Clerical Officer (Kowloon Deaths Registry), Immigration Department "The fifth wave of the pandemic posed unprecedented challenges to our work. As the number of death registrations climbed as much as threefold at the peak, we were under enormous pressure physically and emotionally in coping with the caseload. Thankfully, my teammates remained steadfast in our positions. With a customer-oriented mindset, we endeavoured to provide grieving relatives with proper registration service." (The video is in Cantonese) For more details of The Ombudsman’s Awards 2022, please visit the website of the Office of The Ombudsman.  

Winner of The Ombudsman’s Awards 2022 for Officers of Public Organisations“Clear operation guidelines can enhance efficiency, while active listening and communication skills are also essential.” Ms Chan Wing Yi, Winnie, Customer Services Officer, Hong Kong Housing Society "During various surges of the pandemic, property owners took more care about social distancing. Some owners would request us to downsize the on-site defect management team and minimise the number of workers entering their premises to carry out rectification works, as well as ensure that the works progressed as scheduled. Fully understanding their feelings and concerns in the circumstances, I tried my best to coordinate with contractors and offered help to the owners." (The video is in Cantonese) For more details of The Ombudsman’s Awards 2022, please visit the website of the Office of The Ombudsman.  

Winner of The Ombudsman’s Awards 2021 for Officers of Public Organisations“Foster a good doctor-patient relationship by listening, understanding and communicating.” To Chi Hung, Consultant (Medicine and Geriatrics) / Deputy Service Director (Quality andSafety), NT West Cluster of Hospital Authority "Lasting for almost two years, the pandemic not only increased the workload in wards, but also affected hospital visiting. Family members find it difficult to understand the patients’ conditions fully as they are not allowed to visit. Even though my team and I tried hard to communicate with them, sometimes they still feel discontented because of expectation difference and thus make complaints. Every time we encounter a complaint, we will work closely together with the patient relations officers and related departments and do our best to listen and communicate with the complainants and patients, letting them know that we care and we take every case seriously." (The video is in Cantonese) For more details of The Ombudsman’s Awards 2021, please visit the website of the Office of The Ombudsman.  

Winner of The Ombudsman’s Awards 2022 for Officers of Public Organisations“To help travellers navigate the multiple requirements imposed due to COVID-19, we need to show empathy to address their problems.” Mr Chung Ka Hin, Jack, Operation Officer (Customer Service) Airport Authority "In October 2021, I encountered at the Hong Kong International Airport a transit passenger who needed to present a report of a PCR test to enter his final destination. He was worried and anxious after realising that the report was mistakenly put into checked baggage. I immediately let him use my personal email account and helped him contact the testing institution to verify his details. Eventually, he successfully obtained a duplicate of the report and proceeded with the journey." (The video is in Cantonese) For more details of The Ombudsman’s Awards 2022, please visit the website of the Office of The Ombudsman.  

Winner of The Ombudsman’s Awards 2021 for Officers of Public Organisations“Proactive communication and people-focused” Mr Chu Ka Kit, Caleb, Senior Maintenance Engineer/ Kowloon East of Highways Department “Earlier, road pavement maintenance was carried out outside a busy market in Kowloon City Road and part of the project needed to take place in front of some shops. As we could not implement the work during the day nor block the entire pavement, we had to split the maintenance work into different sections. As such, advance communication with the shop owners became very important. By knowing the business hours of the concerned shops, we could then arrange the maintenance works after the shops’ closing, so as to reduce the impact on the shop owners.” (The video is in Cantonese) For more details of The Ombudsman’s Awards 2021, please visit the website of the Office of The Ombudsman.  

Winner of The Ombudsman’s Awards 2021 for Officers of Public Organisations“Take complaints seriously and try my best to remedy problems” Mr Tsang Kai Ho, Environmental Protection Officer (Regional West) 13 of Environmental Protection Department"In October 2020, we received complaints from the public about polluted water discharge in Tuen Mun River. My team and I immediately carried out inspections to check the source of the sewage and conducted various tests to examine the condition of the public sewer and stormwater drains. In the end, we found that the incident was due to drainage leakage, causing the sewage to flow into the stormwater drain. We forwarded the case to the relevant department for arranging repair work in November, and the problem was then resolved." (The video is in Cantonese) For more details of The Ombudsman’s Awards 2021, please visit the website of the Office of The Ombudsman.