Ombudsman probes Property Management Services Authority's complaint handling mechanism
The following is issued on behalf of the Office of The Ombudsman:
The Ombudsman, Mr Jack Chan, today (June 24) announced the launch of a full investigation into the procedures and mechanisms currently employed by the Property Management Services Authority (PMSA) in the handling of and replying to public complaints.
Established under the Property Management Services Ordinance, the PMSA is tasked to regulate the provision of property management services by companies and practitioners in Hong Kong and to promote the professional development of the industry. Complaints may be lodged against a licensee who is suspected to have committed a disciplinary offence or no longer meets any of the prescribed criteria for holding the licence (non-compliance). The PMSA may conduct an investigation in accordance with the Ordinance if it has reasonable cause to suspect that there is non-compliance. However, there is information showing that no result has been provided months after the PMSA received a complaint against a property management company, and in the meantime, the PMSA has not provided any update of its follow-up action, resulting in dissatisfaction.
Mr Chan said, "It is the wish of many Hong Kong people to be able to live in peace and contentment. This strongly hinges on the quality of property management services. As a statutory regulatory body of the property management industry, it is incumbent on the PMSA to see to it that management companies and property management practitioners strive to enhance their professionalism and provide the public with high-quality property management services. The Office has noted that, contrary to the PMSA pledges stated on its website, the PMSA has failed to complete an investigation within six months and its interim replies are merely computer-generated templates. In this light, I have decided to launch a full investigation into the PMSA's current procedures and mechanisms for the handling of and replying to public complaints to identify any areas for improvement. Pertinent recommendations will be made for better services to be provided to the public."
The Ombudsman welcomes views from members of the public on this topic. Written submissions should reach the Office of The Ombudsman by July 24, 2025:
Address: 30/F, China Merchants Tower, Shun Tak Centre, 168-200 Connaught Road Central, Hong Kong
Fax: 2882 8149
Email: cid-pmsa@ombudsman.hk
Ombudsman probes Property Management Services Authority's complaint handling mechanism Source: HKSAR Government Press Releases
