Complaint Handling Mechanism 

Purpose 

The Hong Kong, China Automobile Association (HKAA) aims to establish an effectivecomplaint handling mechanism to establish a positive communication channel. We highlyappreciate constructive feedback and rational complaints, with an open-minded approach, wecould review relevant policies, systems, and measures to identify areas for improvement,ensuring continuous optimization and enhancement of our administrative management. 

Principles for handling complaints 

• Complaints shall be handled in an open, fair and transparent manner, ensuring equalopportunities for complainants and respondents. 
• Complaints shall be entitled to be informed about the progress and result of the complaint,as well as the right to appeal. 
• Formal complaints may be submitted to HKAA by mail or email. 
• Anonymous complaints, verbal complaints, complaints not submitted by the individualsdirectly involved in the incidents or their legal guardians, complaints that are currentlysubject to legal proceedings, complaints that potentially constitute a violation of HongKong laws, complaints of incidents that transpired over two years ago, complaints lackingsufficient contact information, and complaints with incomplete information shall not beentertained. Depending on the seriousness of the allegation, HKAA reserves the right toinvestigate such complaints if deemed necessary. 
• Complainants and respondents could arrange meetings to seek reasonable solutions. 
• Respondents must not participate in or oversee the investigation to ensure impartiality. 
• All complaint-related information shall be treated as confidential and shall not be disclosedto unauthorized third parties or organizations.

Procedure

1. Complainants shall submit their complaints to HKAA in written form. HKAA willacknowledge receipt of the complaint within 3 working days to confirm its acceptance.
2. In general, HKAA aims to respond to complaints within 14 working days from the date ofacceptance. However, cases involving third parties or affiliated clubs may require extendedprocessing time, and a deadline will be provided.
3. If the complaint involves an affiliated club, HKAA may request the club to handle by usingtheir complaint handling mechanism and provide a copy to HKAA or submit aninvestigation report within 30 working days. 

Appeal

Complainants have the right to appeal within 3 working days (with an appeal fee of HKD 1,000,which will be refunded if the appeal is successful). The appeal committee, consisting of thePresident, Vice President, Secretary-General of HKAA, and a minimum of three to a maximumof five HKAA members who have not been involved in the complaint process, will conduct ahearing. HKAA will notify the result to complainants within 14 working days. The AppealCommittee reserves the right of the final decision 

Remark 

All information should be kept strictly confidential and restricted. Under no circumstances shallthe responsible personnel disclose any information or data without authorization. The collectionof personal data during the complaint handling process must adhere to the provisions outlinedin the Laws of Hong Kong Cap. 486 Personal Data (Privacy) Ordinance.Should you have any inquiries or wish to file a complaint, please contact us via email atgeneral@hkaa.com.hk or send us by post.

投訴處理機制 Complaint Handling Mechanism