Complaints Watch Issue No. 28
The following is issued on behalf of the Hong Kong Monetary Authority:
The Hong Kong Monetary Authority (HKMA) published today (July 24) Issue No. 28 of the Complaints Watch, which highlights the latest banking complaint trends, emerging topical issues, and areas that Authorized Institutions (AIs) should be alert to. Complaints Watch is a semi-annual publication aimed at promoting proper standards of conduct and prudent business practices among AIs.
In the first six months of 2026, the HKMA received 2 310 banking complaints, representing an increase of 22 per cent as compared to the same period of 2025. The main driver to the growth was complaints related to the operation of banking accounts, particularly as a result of increased account reviews and monitoring by AIs following the enhanced intelligence sharing between the Hong Kong Police Force and AIs with a view to addressing the serious fraud problem. The HKMA has reminded AIs to ensure proper and adequate communication with the customers affected in order to minimise inconvenience.
This issue also contains two feature articles about "Supporting Customers in Financial Distress" and "Meeting Customer Expectations in the Digital Era".
The Complaints Watch is available on the HKMA website.
The Hong Kong Monetary Authority, Photo source: reference image
DPO and PMSA jointly organise seminar on application of "iAM Smart" Personal Code in property management
The Digital Policy Office (DPO) and the Property Management Services Authority (PMSA) yesterday (July 23)jointly organised a Continuing Professional Development Seminar titled "Adoption of 'iAM Smart' Personal Code in the Property Management Industry: New Directions for Digital Transformation and Privacy Compliance". More than 100 property management industry representatives attended on-site while more than 3 400 viewers watched the live broadcast online.
The Chairperson of the PMSA, Dr James Wong, and the Assistant Commissioner (Data Applications) of the DPO, Mr Brian Sun, delivered welcoming remarks for the seminar. The Assistant Privacy Commissioner for Personal Data of the Office of the Privacy Commissioner for Personal Data (PCPD), Ms Rebecca Ho; Chief Manager (Estate Management) of the Hong Kong Housing Authority (HKHA) Mr Derek Lo; Chief Systems Manager (Data Applications) of the DPO Mr Patrick Lai; as well as a number of industry experts and representatives who had adopted the "iAM Smart" Personal Code attended the seminar and shared their experiences.
Frontline property management personnel are frequently required to carry out visitor registration during their daily operations, which involves collecting and handling a large amount of personal data. In his speech, Mr Sun said that the Government has been actively promoting digital transformation across industries. The "iAM Smart" Personal Code function introduced by the DPO precisely provides an innovative solution that supports identity verification while balancing privacy protection. The "iAM Smart" Personal Code allows citizens to display anonymous personal identity information in the format of a QR code via the "iAM Smart" app, assisting property management enterprises in easily achieving privacy compliance goals.
At present, more than 60 residential estates, government buildings and commercial buildings across the territory have adopted the "iAM Smart" Personal Code to support visitor registration or access control facilities.
During the thematic sharing session, the PCPD introduced the latest privacy compliance guidelines and shared case studies relevant to the property management industry. The HKHA explained recent practical examples of piloting a smart access control system compatible with the "iAM Smart" Personal Code at Tung Wui Estate in Wong Tai Sin and Long Shin Estate in Yuen Long. The DPO introduced how the "iAM Smart" Personal Code could help the property management industry easily achieve privacy compliance goals. In addition, various property management industry experts and representatives shared their practical experiences and the benefits of integrating "iAM Smart" functions into property management workflows, access control facilities and daily operations.
The DPO expressed the hope that the property management industry will continue to innovate, actively embrace digital technology and make good use of the "iAM Smart" functions, and flexibly integrate technology into property management services to jointly build a safer, more convenient and more efficient smart city for Hong Kong residents.
DPO and PMSA jointly organise seminar on application of "iAM Smart" Personal Code in property management Source: HKSAR Government Press Releases
DPO and PMSA jointly organise seminar on application of "iAM Smart" Personal Code in property management Source: HKSAR Government Press Releases
DPO and PMSA jointly organise seminar on application of "iAM Smart" Personal Code in property management Source: HKSAR Government Press Releases
DPO and PMSA jointly organise seminar on application of "iAM Smart" Personal Code in property management Source: HKSAR Government Press Releases
