||Pollution Complaint Statistics
The EPD Hotline has been operating since 1986, serving as a focal point for the public to report pollution complaints to the Environmental Protection Department (EPD). In November 1995, the department extended its hotline service to six Local Hotlines to provide even better service to the public, on a more local basis. This service was further enhanced in 2002 with the establishment of the Customer Service Centre to provide a single-call-number service to the public for pollution complaints, smoky vehicle complaints, beach water grading enquiries and waste recycling enquiries.
The Customer Service Centre (CSC) is backed up by a sophisticated Customer Relationship Management (CRM) system and operated by well-trained hotline staff to provide an instant response to customer calls. The CRM system is further supported by a GIS (Geographic Information System)-based module that allows for spatial analysis of complaint information provided by the public, as well as an on-screen knowledge database system. A 24-hour service is maintained by hotline staff during office hours and by a telephone recording service after office hours.
Pollution complaints that fall within the EPD's jurisdiction and require investigation are referred to the relevant staff. Other complaints or issues are referred to the relevant government departments. In 2005, there was a decrease of 9% in pollution complaints (from 26 475 cases in 2004 to 24 086 cases in 2005). Air pollution constituted 51% of the total complaints, followed by noise pollution (35%) and waste & water pollution (13%). Most of the air pollution complaints concerned emissions from vehicles (53%). About 27% of all complaints concerned mobile or territory-wide issues.
Most complaints reported to the EPD were by phone in 2005 (59%). Another 18% were referred by other government departments, 8% were sent by mail, 1% came through the news media, 12% were made by e-mail and 2% were received from other sources.
The Local Hotlines received 53 153 enquiries in 2005.