Environmental Protection Department Customer Service Centre (CSC)

The Customer Service Centre (CSC) was set up in 2002 to provide a wide range of services through the hotline (2838 3111). The services include pollution complaint registration, enquiry services, helpdesk service for the business community and latest news on EPD services. We aim to provide best quality services to the public and the business community to resolve pollution problems.

Services Provided

The CSC is manned by well trained customer service representatives. They are tasked to provide immediate response to enquiries and pollution complaints from the public to ensure customer satisfaction.

Pollution Complaints

The public are welcome to contact the CSC to report pollution complaints. Upon receiving the complaint, we will take action as soon as possible.

Common pollution problems are:

  1. Improper disposal of construction and demolition waste
  2. Offensive smell, smoke and other air pollutants
  3. Industrial / commercial noise nuisance, construction noise in restricted hours
  4. Illegal effluent discharge
  5. Improper livestock / chemical waste disposal
  6. Improper disposal of electronic waste (e-waste)
  7. Light nuisance
  8. Other pollution problems

We ensure all complaints be followed up and appropriate action are taken.

Enquiry Service

The public can reach our CSC to obtain information and latest news on EPD services.

We provide information on:

  1. Municipal Solid Waste Charging (MSW Charging)
  2. Waste Recycling Information
  3. Licence and Permit Application
  4. Beach Water Quality
  5. Air Quality Health Index
  6. Plastic Shopping Bag Levy Scheme
  7. Waste Electrical and Electronic Equipment (WEEE)
  8. Clinical Waste
  9. EPD Office Locations
  10. Other Enquiries

Help Desk Service for Trade

To assist the business community in environmental law compliance, the CSC provides one-stop enquiry services for them to resolve their pollution problems. We provide information on:

  1. Licensing requirements and guide to application
  2. List of consultants / contractors for pollution abatement
  3. Practical guides
  4. Latest events and upcoming news relevant to the trade

Information Technology for Better Service

To pursue high standard of service quality, the CSC is equipped with a sophisticated call centre system for effective call management. With the central Geographical Information System(GIS) database which contains information on every building and street in Hong Kong, the customer service representatives can easily identify the exact locations of complaints by making reference to relevant digital maps. This allows quick retrieval of useful information at the given addresses such as previous complaint records, and any nearby facilities (water intakes, gas plants, hospitals, schools plus other environmentally sensitive areas) that may need to be taken into consideration. With the system, customer service representatives can provide accurate and prompt responses to callers.

Customer Service Hotline 2838 3111

When using the CSC Hotline at 2838 3111, the callers are guided to select the call options and talk to our customer service representatives.


hotline content


CSC Hotline Service Hours:

8:30am - 6:30pm on Mon-Fri
Voice mail service is provided for non-office hours.

Video on an Overview of CSC

To know more about the CSC, please click the link below to view the video

10 minutes (16 MB)

Concise version, 3 minutes (5.5 MB)



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