Appreciation, Feedback and Complaints

HA’s 2-tier Complaint Handling System

Second tier – Appeal

If you are not satisfied with the outcome of the hospital's handling of your complaint, you can appeal against the hospital's decision on your case to the Authority's Public Complaints Committee (PCC). The PCC is established under the HA Board to independently consider and decide on all appeal cases. The mission of PCC is to ensure the effectiveness of HA’s complaint handling system, where all public complaints or appeals against HA are considered in an independent, impartial, just, thorough and prompt manner. The Committee comprises members from different sectors of the community (PCC Members) and they are neither executives nor employees of the HA. As a result of their independent status, all complaint cases are considered fairly and impartially. PCC’s decision will represent the final decision of HA on a particular complaint. However, the decision of PCC would not preclude you from lodging your complaint to other organisations.

When appealing to PCC, please provide your name and contact information, list out in point form your allegations and submit a copy of the hospital’s /HA’s written reply . If the allegations have yet been fully addressed by the hospital / HA, or the hospital / HA can provide further responses or supplementary information to the issue raised, the case will be handled by the concerned hospital / HA for reply under the first tier complaint system.

PCC shall not normally handle the following cases as they fall outside PCC’s ambit (Please see PCC Terms of Reference for details), including:

• Legal proceedings have been instituted (including Coroner and Legal Aid) or the complainant/patient concerned has indicated that he/she will institute legal proceedings against the HA, the hospital or any persons who provided the services
• Claims or compensations
• Complaints related to a matter for which a specific statutory complaint procedure exists
• Complaints related to dispute over the established policies of HA

Apart from the above, PCC will not consider and decide on any allegations that have already been addressed by the hospital / HA with inadequacies identified.

Contact information of PCC Secretariat (Operating hours: 9 am to 12 noon and 2 pm to 5 pm from Monday to Friday; except Saturdays, Sundays and Public Holidays)

• Address: PCC Secretariat, Hospital Authority Building, 147B Argyle Street, Kowloon
• Telephone: 2300 6748
• Fax: 2895 6516
• Email:
• Internet Feedback Form

Target Response time: 6 months (Complex cases may take a longer time)