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 non-governmental organisations (NGOs) subvented by the Social Welfare Department (SWD).

Members

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. SWD is responsible for executing the work of the ICHC Secretariat.
Membership list of the Eighth Term

Terms of Reference

1. To receive LSG-related complaints against NGOs which cannot be satisfactorily addressed at the NGO level.
2. To handle LSG-related complaints such as misuse of subventions, NGOs' management decisions that have a direct impact on service performance and non-compliance with service requirements.
3. To relay the Committee's decisions and recommendations on LSG-related complaints to SWD so that appropriate follow-up action may be taken by SWD. ICHC may also give recommendations to SWD to enhance the Lump Sum Grant Subvention System.

Complaints Outside the Ambit of ICHC

Complaints outside the ambit of ICHC include:

• 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 misuses of LSG subventions by NGOs, abused or injured service users, or decisions made by NGOs’ management that have a direct impact on their service performance) [Note: 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 [Note: 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 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 subvented NGOs;
• complaints against non-LSG-subvented NGOs; and
• complaints that are malicious, trivial or vexatious in nature.

Lodging Complaints

1. Please note that ICHC only handles LSG-related complaints against NGOs subvented by 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 ICHC].
2. 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.
3. If you are dissatisfied with the NGO's handling of your complaint and decide to lodge a complaint with 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.
4. Before you provide any personal data to ICHC, please read "Notice to Data Subjects Before Collection of Personal Data".
5. 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
 

Other Information