Pollution Complaint Statistics 2021

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 public complaints and enquiries. The CRM system has been 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 2021, there was an increase of 16% in the total number of pollution complaints received compared with that in 2020 (from 19 669 cases in 2020 to 22 753 cases in 2021). Air pollution complaints constituted 41.0% of the total number of complaints received, followed by waste & water pollution complaints (28.6%), noise pollution complaints (27.7%),  and miscellaneous pollution complaints (2.7%). Most of the air pollution complaints concerned emissions from vehicles (48.2%).

Most complaints reported to the EPD were by phone in 2021 (37.0%). Another 30.9% were received through 1823, 17.3% were received through internet or email, 12.3% were referred by Police and other government departments, 1.4% were sent by mail, and 1.1% came through the news media and other channels .

The CSC and Local Hotlines received a total of 37 127 enquiries in 2021.

 

Top Six Types of Pollution Complaints in 2021

* Remarks : New category introduced in 2011

See Data

 

Number of Pollution Complaints from Year 1986 to 2021
Number of Pollution Complaints from Year 1986 to 2020

See Data

 

Channels of Pollution Complaints in 2021

Channels of Pollution Complaints in 2020

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Change in Number of Pollution Complaints in 2021

Nature   2020 2021 % Change
Air   7 872 9 329 19%
Noise -EPD cases 5 265 5 617 7%
  -Police cases 22 677 2 977%
Water   3 026 3 616 19%
Waste   2 905 2 889 -1%
Miscellaneous   579 625 8%
Total   19 669 22 753 16%

 

Complaint Statistics Breakdown by District and Nature in 2021

District Total % Air Noise Water Waste Misc
Islands 633 2.8 145 110 258 107 13
Kwai Tsing 565 2.5 191 161 86 105 22
North 1 269 5.6 547 207 220 240 55
Sai Kung 1 169 5.1 275 352 315 175 52
Sha Tin 969 4.3 267 306 235 123 38
Tai Po 984 4.3 203 266 294 183 38
Tsuen Wan 1 291 5.7 183 867 119 97 25
Tuen Mun 830 3.6 270 251 171 123 15
Yuen Long 2 375 10.4 703 554 638 360 120

Subtotal

10 085 42.0 2 784 3 074 2 336 1 513 378
Central & Western 897 3.9 233 356 123 152 33
Eastern 856 3.8 278 302 120 129 27
Southern 375 1.6 91 97 98 79 10
Wan Chai 823 3.6 201 325 121 139 37

Subtotal

2 951 13.0 803 1 080 462 499 107
Kowloon City 1 166 5.1 332 378 170 248 38
Kwun Tong 887 3.9 232 374 161 89 31
Yau Tsim Mong 1 430 6.3 325 513 257 293 42
Sham Shui Po 1 354 6.0 251 709 169 206 19
Wong Tai Sin 376 1.7 103 166 61 38 8

Subtotal

5 213 22.9 1 243 2 140 818 874 138
Vehicles 4 498 19.8 4 498 0 0 0 0
Others 6 0.0 1 0 0 3 2
Grand Total 22 753 100.0 9 329 6 294 3 616 2 889 625

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

2.Starting from 2015, light nuisance cases handled by CSC with issue of advisory letters were grouped under respective district rather than 'Others'

3. Noise cases include police cases.

See Data

 

Pollution Complaints by Trade in 2021

  Air Noise Water Waste Misc Total
Commercial            
Restaurants / food shops 862 508 230 22 27 1 649
Land Transport 71 282 51 27 8 439
Retail Shops 106 804 89 79 28 1 106
Garage 129 82 229 46 4 490
Repair Services 2 4 3 2 0 11
School & Institutions 3 52 7 2 7 71
Car Parks 17 31 19 4 13 84
Laundries 26 10 5 0 0 41
Recreation Services 9 33 5 1 7 55
Religious Organisations 80 21 13 1 4 119
Sanitary Services 11 13 7 0 0 31
Hotels 10 32 8 0 5 55
Photo Finishing 0 0 0 0 0 0
Private Hospital / Clinic * 3 7 1 2 0 13
Others 594 1 025 413 70 217 2 319
Industrial            
Construction Site & Renovation 1 045 1 959 370 1 828 52 5 254
Livestock Farm 174 2 64 51 4 295
Food Manufacturing 58 6 21 0 0 85
Godown 54 57 23 5 7 146
Textile Industries 0 0 0 0 0 0
Chemical Products 1 0 1 0 0 2
Fabricated Metal Products 10 9 0 0 1 20
Other manufacturing industries 28 14 5 0 5 52
Basic Metal 13 17 1 1 0 32
Cement / Concrete / Batching Plants etc 42 22 14 4 4 86
Furniture and Fixtures 1 0 0 0 0 1
Printing 2 0 0 1 0 3
Rubber & Plastics 7 1 0 0 0 8
Paper Products 0 0 0 0 0 0
Others 143 123 53 10 9 338
Government / Public Facilities            
Public Hospital / Clinic * 4 4 1 3 0 12
Refuse Collection Point 0 9 3 85 0 97
Landfill 175 2 4 1 2 184
Sewage Treatment Plant 5 3 2 0 1 11
Refuse Transfer Station 10 3 2 5 1 21
Crematorium 2 0 1 0 0 3
Other Facilities 36 68 15 6 11 136
             
Domestic & Public place 825 877 1 574 511 55 3 842
             
Others 273 203 382 122 153 1 133
             
Intruder Alarm 0 11 0 0 0 11
             
Vehicle emissions/Idling Engine* 4 498 0 0 0 0 4 498
             
Total 9 329 6 294 3 616 2 889 625 22 753

Remarks : Noise cases include police cases.

* New categories introduced in 2011

 

Complaints By Subject Categories in 2021

Breakdown by Pollutant / Activities
Air Pollution  
Vehicle Emissions / Idling Engine* 4 498
Ship Emissions 8
Open Burning 250
Paint Spraying 117
Asbestos 123
Cement Dust 22
Dark Smoke 79
Construction Dust / Air Nuisance 963
Greasy Fumes / Cooking Odour 1 018
Malodour 1 248
Mysterious Gas Incident / Gas Leakage 1
Burning of Incense Paper, etc 321
Others 681
Sub-total 9 329
   
Noise Pollution  
Construction  
     General Works 1 824
     Percussive Piling 127
Neighbourhood & Public Place 1 091
Transport  
     Road Traffic 150
     Aircraft / Helicopter (flight) 0
     Marine Traffic 0
Industrial & Commercial  
     Restaurants / Food Shops 507
     MTRC 58
     Ferry Facilities 0
     Industrial Noise within Same Building 2
     Others - (Industrial, Commercial, etc) 2 441
Product Noise (NCO) 0
Intruder Alarm 11
Others 83
Sub-total 6 294
   
Water Pollution  
Effluent from Construction Sites 370
Effluent from Restaurants / Food Shops 229
Effluent from Septic Tanks 138
Illegal Pipe Connection 222
Beach Water Quality 2
Domestic / Public Place Discharge 1 700
Effluent from Industrial Activities other than Construction Activities 180
Effluent from Commercial Activities other than Restaurants or Food Shops 743
Others 32
Sub-total 3 616
   
Waste Pollution  
Flytipping 1 981
Marine Dumping 2
Pig Waste 42
Chicken Waste 2
Pigeon Waste 1
Mixed Livestock Waste 1
Chemical Waste (Lubricating Oil) 104
Chemical Waste (Asbestos) 31
Chemical Waste (Miscellaneous) 490
Clinical Waste* 9
Oily Waste 27
Livestock Rearing in Prohibition Area / Restriction Area / Control Area 35
Others 164
Sub-total 2 889
   
Light Nuisance  
     External Lighting for Decorative, Promotional and Advertising Purposes 205
     External Lighting for Functional Purposes 148
Sub-total 353
   
Miscellaneous 272
Sub-total 272
   
Total: 22 753

Remarks : Noise cases include police cases.

* New categories introduced in 2011

 

Incoming Calls to Customer Service Centre from Year 1986 to 2021

Incoming Calls to Customer Service Centre from Year 1986 to 2020

See Data