Pollution Complaint Statistics 2010

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 2010, there was a decrease of 3% in pollution complaints (from 24 498 cases in 2009 to 23 678 cases in 2010). Air pollution constituted 46% of the total complaints, followed by noise pollution (29%), waste & water pollution (22%) and miscellaneous pollution complaints (3%). Most of the air pollution complaints concerned emissions from vehicles (45%).

Most complaints reported to the EPD were by phone in 2010 (48%). Another 22% were received through internet or email, 26% were referred by Police and other government departments, 2% were sent by mail and 2% came through the news media and other channels.

The Local Hotlines received 30 436 enquiries in 2010.

Top Six Types of Pollution Complaints in 2010

Top Six Types of Pollution Complaints in 2010
See Data

 

Number of Pollution Complaints from Year 1986 to 2010 

Number of Pollution Complaints from Year 1986 to 2010
See Data

 

Channels of Pollution Complaints in 2010

Channels of Pollution Complaints in 2010
See Data

 

Change in Number of Pollution Complaints in 2010

Nature   2009 2010 % Change
Air   11 103 10 953 -1%
Noise -EPD cases 5 030 4 952 -2%
  -Police cases 2 146 1 875 -13%
Water   1 864 1 772 -5%
Waste   3 940 3 438 -13%
Miscellaneous   415 688 66%
Total   24 498 23 678 -3%

Complaint Statistics Breakdown by District and Nature in 2010

District Total % Air Noise Water Waste Misc
Islands 612 2.6 126 138 169 167 12
Kwai Tsing 841 3.6 182 297 31 320 11
North 708 3.0    202 194 98 188 26
Sai Kung 1 986 8.4 1 045 278 177 176 310
Sha Tin  974 4.1 316 376 119 114 49
Tai Po 790 3.3 186 198 156 230 20
Tsuen Wan 1 409 6.0 244 980 88 89 8
Tuen Mun 779 3.3 257 271 97 140 14
Yuen Long 1 705 7.2 598 399 214 447 47
Subtotal  9 804 41.4 3 156 3 131 1 149 1 871 497
Central & Western 1 122 4.7 319 546 75 152 30
Eastern 1 188 5.0 437 470 79 185 17
Southern 465 2.0 121 124 41 177 2
Wan Chai 1 171 4.9 305 552 72 219 23
Subtotal 3 946 16.7 1 182 1 692 267 733 72
Kowloon City 1 202 5.1 390 518 87 187 20
Kwun Tong 700 3.0 263 261 61 105 10
Yau Tsim Mong 1 586 6.7 527 678 109 224 48
Sham Shui Po 1 102 4.7 350 365 76 279 32
Wong Tai Sin 402 1.7 152 182 23 39 6
Subtotal 4 992 21.1 1 682 2 004 356 834 116
Vehicles  4929 20.8 4 929 0 0 0 0
Others 7 <0.1 4 0 0 0 3
Grand Total 23 678 100.0 10 953 6 827 1 772 3 438 688

 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 2010 

  Air Noise Water Waste Misc Total
Commercial            
Restaurants / food shop  1 207 1 211 147 14 31 2 610
Land Transport 44 327 26 17 2 416
Retail Shops 164 287 42 8 11 512
Garage 192 75 118 43 4 432
Repair Services 6 6 6 6 0 24
School & Institutions 5 161 5 1 4 176
Car Parks 32 23 11 4 10 80
Laundries 59 15 3 1 0 78
Recreation Services 8 56 0 0 3 67
Religious Organisations 68 29 7 0 2 106
Sanitary Services 20 23 11 1 0 55
Hotels 9 45 5 2 11 72
Photo Finishing 0 0 0 0 0 0
Others 454  869 147 59 140 1 669
Industrial            
Construction Site & Renovation 1 117 1 480 225 2 731 317 5 870
Livestock Farm 50 2 13 15 1 81
Food Manufacturing 68 10 16 0 1 95
Godown 33 56 7 3 4 103
Textile Industries 12 5 2 1 0 20
Chemical Products 3 0 0 1 0 4
Fabricated Metal Products 6 5 0 1 1 13
Other manufacturing industries 13 1 0 2 0 16
Basic Metal 34 25 0 0 0 59
Cement / Concrete / Batching Plants etc 19 2 13 63 4 101
Furniture and Fixtures 1 1 0 0 0 2
Printing 8 4 2 0 0 14
Rubber & Plastics 13 0 0 1 0 14
Paper Products 0 1 0 0 0 1
Others 405 103 32 39 8 587
Government / Public Facilities            
Refuse Collection Point 6 9 7 4 0 26
Landfill 837 1 2 0 12 852
Sewage Treatment Plant 15 0 1 0 0 16
Refuse Transfer Station 4 2 2 1 1 10
Crematorium 1 0 0 0 0 1
Other Facilities 66 101 29 7 11 214
             
Domestic & Public place  762  1 370 878 411 108 3 529
             
Others 283 73 15 2 2 375
             
Intruder Alarm 0 449 0 0 0 449
             
Vehicle emissions 4 929 0 0 0 0 4 929
             
Total 10 953 6 827 1 772 3 438 688 23 678

Remarks :  Noise cases include police cases.

 

Pollution Complaints by Subject Categories in 2010

Breakdown by Pollutant / Activities
Air Pollution  
Vehicle emission 4 929
Ship emission 4
Open burning 181
Paint spraying 165
Asbestos 136
Cement dust 14
Dark smoke 32
Construction dust / air nuisance 1 117
Greasy fumes / cooking odour 1 335
Malodour 2 141
Mysterious gas incident / Gas leakage 0
Burning of incense paper, etc 163
Others 736
Sub-total 10 953
   
Noise Pollution  
Construction  
   General works  1 246
   Percussive piling 234
Neighbourhood & public place 1 370
Transport  
   Road traffic 215
   Aircraft / Helicopter (flight) 1
   Marine traffic 2
Ind & comm  
   Restaurants 1 211
   MTRC 60
   Ferry facilities 0
   Ind & within same building 1
   Others - (Industrial, Commercial, etc) 2 009
Product noise (NCO) 1
Intruder alarm 449
Others 28
Sub-total 6 827
   
Water Pollution  
Effluent from construction sites 225
Effluent from restaurant / food shops 147
Effluent from septic tanks 53
Illegal pipe connection 136
Beach water quality 1
Domestic / public place discharge 743
Effluent from industrial activities other than construction activities 83
Effluent from commercial other than from restaurants or food shops 328
Others 56
Sub-total 1 772
   
Waste Pollution  
Flytipping 3 079
Marine dumping 1
Pig waste 10
Chicken waste 5
Pigeon waste 1
Mixed livestock waste 0
Chemical waste (lube. oil) 74
Chemical waste (asbestos) 45
Chemical waste (misc) 102
Oily waste 22
Livestock rearing in prohibition area / restriction area 64
Others 35
Sub-total 3 438
   
Miscellanenous 688
Sub-total 688
   
Total: 23 678

  Remarks :  Noise cases include police cases.

 

Incoming Calls to Customer Service Centre from Year 1986 to 2010

 

 

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