Lump Sum Grant Independent Complaints Handling Committee (ICHC)
The Lump Sum Grant Independent Complaints Handling Committee (ICHC) was set up in April 2009. It handles Lump Sum Grant (LSG)-related complaints that cannot be satisfactorily addressed by the non-governmental organisations (NGOs) subvented by the Social Welfare Department (SWD).
Members
The ICHC comprises 8 independent non-government individuals, including its Chairman and Vice-chairman, and all of them are appointed by the Secretary for Labour and Welfare. The SWD is responsible for executing the work of the ICHC Secretariat.
Membership list of the Eighth Term
Terms of Reference
- To handle LSG-related complaints against the NGOs which cannot be satisfactorily addressed at the NGO level.
- To handle LSG-related complaints such as misuse of subventions by the NGOs, the NGOs' management decisions that have a direct impact on service performance and instances of non-compliance with service requirements by the NGOs.
- To relay the Committee's decisions and recommendations on LSG-related complaints to the SWD so that appropriate follow-up action may be taken by the SWD. The ICHC may also give recommendations to the SWD to enhance the Lump Sum Grant Subvention System.
Complaints Outside the Ambit of the ICHC
Complaints outside the ambit of the ICHC:
- complaints that are not LSG-related;
- complaints that are LSG-related but have yet to be dealt with by the NGOs concerned;
- anonymous complaints (except those involving misuse of subventions by the NGOs, abuse or injury of service user(s), or the NGOs’ management decisions that have a direct impact on their service performance. Anonymous complaints will normally be referred to the NGOs concerned for information and / or follow-up);
- complaints about incidents that the complainants have had knowledge for two years or more (the complaints will be referred to the NGOs concerned for information and / or follow-up);
- complaints that are of the same nature / substance as those previously handled by the ICHC;
- complaints for which court proceedings have commenced;
- complaints that fall under the regulatory scope of other ordinances or statutory requirements;
- complaints that fall within the ambit of other official authorities;
- complaints that fall within the ambit of other government bureaux / departments;
- complaints about the handling of individual cases, or the performance or attitude of staff;
- complaints about self-financing services / social enterprises (non-LSG-subvented services) operated by the NGOs;
- complaints against non-LSG-subvented NGOs; and
- complaints that are malicious, trivial or vexatious in nature.
Lodging Complaints
- Please note that the ICHC only handles LSG-related complaints against the NGOs subvented by the SWD which cannot be satisfactorily addressed at the NGO level. For details, please refer to the [Terms of Reference] of ICHC and [Complaints Outside the Ambit of the ICHC].
- If you wish to complain about the services provided by the above-mentioned NGOs, in the first instance, please file your complaint directly with the Unit Head / Executive Director / Chief Executive Officer / Chairperson of the NGO concerned.
- If you are dissatisfied with the NGO's handling of your complaint and decide to lodge a complaint with the ICHC, please write / submit the Complaint Form to the Secretariat for ICHC, providing details of your complaint against the NGO or its service unit(s), your name as shown in your identity document, and your correspondence address and telephone number to facilitate communication and follow-up. The Secretariat for ICHC may verify the personal information as provided by you, where necessary.
- Before you provide any personal data to the ICHC, please read "Notice to Data Subjects Before Collection of Personal Data".
- Complaints can be made through the following channels –
Mail : Secretariat for Lump Sum Grant
Independent Complaints Handling Committee
Social Welfare Department
38/F, Dah Sing Financial Centre, 248 Queen's Road East, Wan Chai, Hong Kong
Email : suenq@swd.gov.hk
Fax : 2116 0746
Mechanism for Handling Complaints
Please refer to the Mechanism for Handling Complaints of Lump Sum Grant Independent Complaints Handling Committee for details.
Mechanism for Handling Complaints of Lump Sum Grant Independent Complaints Handling Committee