Pollution Complaint Statistics 2013

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 2013, there was a decrease of 2% in pollution complaints (from 24 980 cases in 2012 to 24 366 cases in 2013). Air pollution constituted 50.6% of the total complaints, followed by noise pollution (26.5%), waste & water pollution (21.0%) and miscellaneous pollution complaints (1.9%). Most of the air pollution complaints concerned emissions from vehicles (44.5%).

Most complaints reported to the EPD were by phone in 2013 (47.8%). Another 21.1% were referred by Police and other government departments, 16.8% were received through 1823, 11.2% were received through internet or email, 1.6% came through the news media and other channels, and 1.5% were sent by mail.

The CSC and Local Hotlines received 26 628 enquiries in 2013.

 

Top Six Types of Pollution Complaints in 2013

Top Six Types of Pollution Complaints in 2013

* Remarks : New category introduced in 2011

See Data

 

Number of Pollution Complaints from Year 1986 to 2013

Number of Pollution Complaints from Year 1986 to 2013

See Data

 

Channels of Pollution Complaints in 2013

Channels of Pollution Complaints in 2012

See Data

 

Change in Number of Pollution Complaints in 2013

Nature   2012 2013 % Change
Air   13 080 12 324 -6%
Noise -EPD cases 4 729 4 514 -5%
  -Police cases 2 127 1 943 -9%
Water   1 717 1 824 6%
Waste   3 000 3 286 10%
Miscellaneous   327 475 45%
Total   24 980 24 366 -2%

 

Complaint Statistics Breakdown by District and Nature in 2013

District Total % Air Noise Water Waste Misc
Islands 521 2.1 91 89 166 157 18
Kwai Tsing 756 3.1 188 196 46 311 15
North 766 3.1 189 262 110 179 26
Sai Kung 3 137 12.9 2 639 175 133 165 25
Sha Tin 802 3.3 252 298 130 101 21
Tai Po 726 3.0 199 190 119 192 26
Tsuen Wan 1 157 4.7 196 753 74 119 15
Tuen Mun 656 2.7 240 214 104 78 20
Yuen Long 2 014 8.3 492 686 309 466 61

Subtotal

10 535 43.2 4 486 2 863 1 191 1 768 227
Central & Western 1 153 4.7 313 546 88 185 21
Eastern 980 4.0 340 401 82 142 15
Southern 407 1.7 104 128 58 115 2
Wan Chai 1 060 4.4 224 510 59 256 11

Subtotal

3 600 14.8 981 1 585 287 698 49
Kowloon City 1 018 4.2 348 392 106 142 30
Kwun Tong 607 2.5 218 222 44 111 12
Yau Tsim Mong 1 807 7.4 449 896 96 321 45
Sham Shui Po 812 3.3 245 308 62 179 18
Wong Tai Sin 419 1.7 110 191 38 67 13

Subtotal

4 663 19.1 1 370 2 009 346 820 118
Vehicles 5 481 22.5 5 481 0 0 0 0
Others 87 0.4 6 0 0 0 81
Grand Total 24 366 100.0 12 324 6 457 1 824 3 286 475

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 from 01/01/2013 to 31/12/2013

  Air Noise Water Waste Misc Total
Commercial            
Restaurants / food shop 1 058 1 668 143 9 34 2 912
Land Transport 54 238 14 10 3 319
Retail Shops 129 343 27 0 24 523
Garage 135 31 100 38 5 309
Repair Services 0 0 3 1 0 4
School & Institutions 6 120 8 1 8 143
Car Parks 20 28 7 3 6 64
Laundries 71 11 4 1 0 87
Recreation Services 7 45 4 0 5 61
Religious Organisations 68 25 2 0 2 97
Sanitary Services 10 13 7 2 2 34
Hotels 6 32 1 0 7 46
Photo Finishing 0 1 0 0 0 1
Private Hospital / Clinic * 7 8 1 1 1 18
Others 333 913 145 30 111 1 532
Industrial            
Construction Site & Renovation 959 1 262 234 2 782 42 5 279
Livestock Farm 37 0 20 21 1 79
Food Manufacturing 35 19 16 0 0 70
Godown 45 38 8 5 2 98
Textile Industries 4 0 2 0 0 6
Chemical Products 3 0 0 5 0 8
Fabricated Metal Products 3 0 0 0 0 3
Other manufacturing industries 21 5 5 0 0 31
Basic Metal 50 25 2 1 0 78
Cement / Concrete / Batching Plants etc 38 10 9 63 6 126
Furniture and Fixtures 6 1 0 0 0 7
Printing 7 2 0 0 0 9
Rubber & Plastics 10 2 1 0 0 13
Paper Products 1 0 0 1 0 2
Others 276 93 35 30 3 437
Government / Public Facilities            
Public Hospital / Clinic * 2 7 0 0 1 10
Refuse Collection Point 6 3 3 6 0 18
Landfill 2 292 6 5 1 28 2 332
Sewage Treatment Plant 16 0 1 0 0 17
Refuse Transfer Station 16 2 1 0 2 21
Crematorium 1 0 0 0 0 1
Other Facilities 31 68 17 4 15 135
             
Domestic & Public place 775 761 776 212 82 2 606
             
Others 305 186 223 59 85 858
             
Intruder Alarm 0 491 0 0 0 491
             
Vehicle emissions/Idling Engine* 5 481 0 0 0 0 5 481
             
Total 12 324 6 457 1 824 3 286 475 24 366

Remarks : Noise cases include police cases.

* New categories introduced in 2011

 

Pollution Complaints By Subject Categories From 01/01/2013 To 31/12/2013

Breakdown by Pollutant / Activities
Air Pollution  
Vehicle emission / Idling engine* 5 481
Ship emission 3
Open burning 146
Paint spraying 126
Asbestos 129
Cement dust 24
Dark smoke 26
Construction dust / air nuisance 959
Greasy fumes / cooking odour 1 144
Malodour 3 409
Mysterious gas incident / Gas leakage 0
Burning of incense paper, etc 175
Others 702
Sub-total 12 324
   
Noise Pollution  
Construction  
General works 1 087
Percussive piling 175
Neighbourhood & public place 931
Transport  
Road traffic 142
Aircraft / Helicopter (flight) 1
Marine traffic 4
Ind & comm  
Restaurants 1 668
MTRC 58
Ferry facilities 1
Ind & within same building 8
Others - (Industrial, Commercial, etc) 1 873
Product noise (NCO) 0
Intruder alarm 491
Others 18
Sub-total 6 457
   
Water Pollution  
Effluent from construction sites 234
Effluent from restaurant / food shops 143
Effluent from septic tanks 65
Illegal pipe connection 167
Beach water quality 0
Domestic / public place discharge 778
Effluent from industrial activities other than construction activities 110
Effluent from commercial other than from restaurants or food shops 297
Others 30
Sub-total 1 824
   
Waste Pollution  
Flytipping 2 967
Marine dumping 11
Pig waste 19
Chicken waste 1
Pigeon waste 6
Mixed livestock waste 2
Chemical waste (lube. oil) 60
Chemical waste (asbestos) 36
Chemical waste (misc) 81
Clinical waste* 5
Oily waste 13
Livestock rearing in prohibition area / restriction area 42
Others 43
Sub-total 3 286
   
Miscellanenous 475
Sub-total 475
   
Total: 24 366

Remarks : Noise cases include police cases.

* New categories introduced in 2011

 

Incoming Calls to Customer Service Centre from Year 1986 to 2013

 

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