Pollution Complaint Statistics 2008

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 2008, there was a decrease of 8% in pollution complaints (from 27 531 cases in 2007 to 25 206 cases in 2008). Air pollution constituted 47% of the total complaints, followed by noise pollution (30%) and waste & water pollution (22%). Most of the air pollution complaints concerned emissions from vehicles (48%).

Most complaints reported to the EPD were by phone in 2008 (53%). Another 22% were referred by other government departments, 18% were received through internet, 5% were sent by mail and 1% came through the news media.

The Local Hotlines received 33 482 enquiries in 2008.

Top Six Types of Pollution Complaints in 2008

Top Six Types of Pollution Complaints in 2008

See Data

 

Number of Pollution Complaints from Year 1986 to 2008

 

Channels of Pollution Complaints in 2008

 

Change in Number of Pollution Complaints in 2008 

Nature   2007 2008 % Change
Air   14 304 11 968 -16%
Noise -EPD cases 5 589 5 116 -8%
  -Police cases 2 381 2 380 < 0.1%
Water   1 838 1 803 -2%
Waste   3 228 3 632 13%
Miscellaneous   191 307 61%
Total   27 531 25 206 -8.4%

 

Complaint Statistics Breakdown by District and Nature in 2008

District Total % Air Noise Water Waste Misc
Islands 477 1.9 100 101 121 142 13
Kwai Tsing

1 920

7.6 217 1 127 53 518 5
North 608  2.4   198 190 74 131 15
Sai Kung 1 759 7.0 1 205 248 141 146 19
Sha Tin  828 3.3 237

379

115 83 14
Tai Po 714 2.8 216 148 133 197 20
Tsuen Wan 1 060 4.2 244 606 83 112 15
Tuen Mun 706 2.8 240 247 85 119 15
Yuen Long 1 585 6.3 553 360 271 369 32

Subtotal

 9 657 38.3 3 210 3 406 1 076 1 817 148
Central & Western 1 242 4.9 390 662 73 96 21
Eastern 1 232 4.9 475 513 84 150 10
Southern 466 1.8 105 151 48 160 2
Wan Chai 1 203 4.8 380 543 99 155 26

Subtotal

4 143 16.4 1 350 1 869 304 561 59
Kowloon City 1 137 4.5 361 498 93 171 14
Kwun Tong 696 2.8 245 316 63 66 6
Yau Tsim Mong 1 776 7.0 487 898 119 236 36
Sham Shui Po 1 615 6.4 382 336 120 740 37
Wong Tai Sin 372 1.5 139 168 28 31 6

Subtotal

5 596 22.2 1 614 2 216 423 1 244 99
Vehicles  5 788 23.0 5 788 0 0 0 0
Others 22 0.09 6 5 0 10 1
Grand Total 25 206 100.0 11 968 7 496 1 803 3 632 307

 Remarks :
1. Others - include territory-wide issues and other mobile sources which cannot be regionalised.
2. Noise cases include police cases.

 

Pollution Complaints by Trade Type in 2008 

  Air Noise Water Waste Misc Total
Commercial            
Restaurants / food shop  1 197 1 587 150 19 9 2 962
Land Transport 38 294 0 32 2 366
Retail Shops 210 168 21 5 5 409
Garage 208 76 126 57 7 474
Repair Services 6 4 6 5 2 23
School & Institutions 8 177 2 0 5 192
Car Parks 35 37 5 5 4 86
Laundries 72 9 7 1 0 89
Recreation Services 6 126 6 2 0 140
Religious Organisations 56 30 8 2 2 98
Sanitary Services 28 18 11 0 1 58
Hotels 6 32 2 0 1 41
Photo Finishing 2 1 2 1 0 6
Others 475  1 041 198 69 111 1 894
Industrial            
Construction Site & Renovation 1 202 1 502 182 2 832 27 5 745
Livestock Farm 59 8 42 51 2 162
Food Manufacturing 65 5 26 3 0 99
Godown 16 25 3 0 2 46
Textile Industries 19

5

7 0 0 31
Chemical Products 5 0 4 8 0 17
Fabricated Metal Products 13 8 2 0 0 23
Other manufacturing industries 13 10 3 1 1 28
Basic Metal 37 39 1 0 6 83
Cement / Concrete / Batching Plants etc 5 3 5 0 0 13
Furniture and Fixtures 11 2 0 0 0 13
Printing 2 4 3 0 0 9
Rubber & Plastics 13 1 4 1 0 19
Paper Products 0 1 0 0 0 1
Others 340 150 66 30 6 592
Government / Public Facilities            
Refuse Collection Point 7 8 0 7 0 22
Landfill 758 0 3 1 11 773
Sewage Treatment Plant 11 0 5 0 0 16
Refuse Transfer Station 12 2 4 0 0 18
Crematorium 6 0 0 0 0 6
Other Facilities 103 100 31 24 20 278
             
Domestic & Public place  639  1 617 857 476 83 3 672
             
Others 497 60 11 0 0 568
             
Intruder Alarm 0 346 0 0 0 346
             
Vehicle emissions 5 788 0 0 0 0 5 788
             
Total 11 968 7 496 1 803 3 632 307 25 206

 Remarks :  Noise cases include police cases.

 

Pollution Complaints by Subject Categories in 2008

Breakdown by Pollutant / Activities
Air Pollution  
Vehicle emission 5 788
Ship emission 2
Open burning 164
Paint spraying 170
Asbestos 119
Cement dust 8
Dark smoke 27
Construction dust / air nuisance 1 202
Greasy fumes / cooking odour 1 197
Malodour 2 549
Mysterious gas incident / Gas leakage 1
Burning of incense paper, etc 151
Others 590
Sub-total 11 968
   
Noise Pollution  
Construction  
   General works  1 266
   Percussive piling 236
Neighbourhood & public place 1 617
Transport  
   Road traffic 252
   Aircraft / Helicopter (flight) 6
   Marine traffic 0
Ind & comm  
   Restaurants 1 587
   MTRC 43
   Ferry facilities 1
   Ind & within same building 4
   Others - (Industrial, Commercial, etc) 2 124
Product noise (NCO) 3
Intruder alarm 346
Others 11
Sub-total 7 496
   
Water Pollution  
Effluent from construction sites 182
Effluent from restaurant / food shops 150
Effluent from septic tanks 65
Illegal pipe connection 166
Beach water quality 0
Domestic / public place discharge 648
Effluent from industrial activities other than construction activities 164
Effluent from commercial other than from restaurants or food shops 375
Others 53
Sub-total 1 803
   
Waste Pollution  
Flytipping 3 167 
Marine dumping 10 
Pig waste 26 
Chicken waste 11 
Pigeon waste
Mixed livestock waste
Chemical waste (lube. oil) 101 
Chemical waste (asbestos) 50 
Chemical waste (misc) 97 
Oily waste

22 

Livestock rearing in prohibition area / restriction area 78 
Others 67 
Sub-total 3 632
   
Miscellanenous 307 
Sub-total 307
   
Total: 25 206

  Remarks :  Noise cases include police cases.

Incoming Calls to Customer Service Centre from Year 1986 to 2008

Incoming Calls to Customer Service Centre from Year 1986 to 2008

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