- 1 - Transport Complaints Unit Report 2004 Overview of Complaints and Suggestions in 2004 In 2004, the Transport Complaints Unit (TCU) received 16 299 complaints and suggestions on transport and traffic matters. Among these, 161 were pure suggestions. The number of cases recorded an increase of 7.8% as compared with 15 118 cases received in 2003. A breakdown of the complaints and suggestions received by TCU in the past five years is at Appendix 1 . A breakdown of the cases received in 2004 by category is as follows - Nature of Complaints/Suggestions 2003 2004 Difference Public Transport Services 10 059 11 289 +12.2% Traffic Conditions 1 714 1 690 -1.4% Road Maintenance 515 458 -11.1% Enforcement 2 361 2 438 +3.3% Miscellaneous 469 424 -9.6% Total 15 118 16 299 +7.8% 2. In 2004, complaints and suggestions received through telephone accounted for 81% of the total. The remaining cases (19%) were received in the forms of e-mail, fax, letter or TCU Complaint Form. 3. During the year, investigations into 16 107 cases (including some outstanding cases carried forward from the previous year) were completed. Of these, 10 937 (68%) were found to be substantiated, 908 (6%) unsubstantiated, and the remaining 4 262 (26%) not pursuable due to lack of evidence. A summary of the results of investigations is at Appendix 2 . It is noted that - z the percentage of substantiated cases increased slightly from 67% in 2003 to 68% in 2004. For these cases, relevant government departments/public transport operators had either taken steps to rectify the situation or were considering possible solutions to the problems identified; and z the percentage of cases not pursuable increased slightly from 25% in 2003 to 26% in 2004. This was mainly due to an increase in the number of taxi cases which were not pursuable (3 828 as compared with 3 699 in 2003). Annex D
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Transport Complaints Unit Report 2004 Overview of Complaints and Suggestions in 2004 In 2004, the Transport Complaints Unit (TCU) received 16 299 complaints and suggestions on transport and traffic matters. Among these, 161 were pure suggestions. The number of cases recorded an increase of 7.8% as compared with 15 118 cases received in 2003. A breakdown of the complaints and suggestions received by TCU in the past five years is at Appendix 1. A breakdown of the cases received in 2004 by category is as follows - Nature of Complaints/Suggestions 2003 2004 Difference Public Transport Services 10 059 11 289 +12.2% Traffic Conditions 1 714 1 690 -1.4% Road Maintenance 515 458 -11.1% Enforcement 2 361 2 438 +3.3% Miscellaneous 469 424 -9.6%
Total 15 118 16 299 +7.8% 2. In 2004, complaints and suggestions received through telephone accounted for 81% of the total. The remaining cases (19%) were received in the forms of e-mail, fax, letter or TCU Complaint Form. 3. During the year, investigations into 16 107 cases (including some outstanding cases carried forward from the previous year) were completed. Of these, 10 937 (68%) were found to be substantiated, 908 (6%) unsubstantiated, and the remaining 4 262 (26%) not pursuable due to lack of evidence. A summary of the results of investigations is at Appendix 2. It is noted that - the percentage of substantiated cases increased slightly from 67% in 2003 to
68% in 2004. For these cases, relevant government departments/public transport operators had either taken steps to rectify the situation or were considering possible solutions to the problems identified; and
the percentage of cases not pursuable increased slightly from 25% in 2003
to 26% in 2004. This was mainly due to an increase in the number of taxi cases which were not pursuable (3 828 as compared with 3 699 in 2003).
Annex D
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4. In 2004, relevant government departments and organisations took on board 168 suggestions made by the public to enhance public transport services and improve traffic conditions. A summary of the cases is at Appendix 3. The Chairman of the TCU Sub-Committee has issued appreciation letters to those who provided their contact details. Public Transport Services 5. Public transport services remained the major area of concern. In 2004, 11 289 complaints and suggestions were received, representing about 69% of the total number of cases. Among these, 88 were pure suggestions. The number of cases in this category recorded an increase of 12.2% as compared with 10 059 cases in 2003. A breakdown of the complaints and suggestions by mode of transport is as follows - No. of Complaints/Suggestions Mode of Transport 2003 2004 Difference Franchised Buses
Green Minibuses 1 741 (4.18) 2 081 (4.59) +19.5% (+9.8%)
Red Minibuses 281 (1.58) 402 (2.34) +43.1% (+48.1%)
Taxis 4 670 (13.12) 5 291 (14.00) +13.3% (+6.7%)
Rail Transport 280 (0.22) 348 (0.25) +24.3% (+13.6%)
Ferries 68 (1.27) 48 (0.85) -29.4% (-33.1%)
Total 10 059 11 289 +12.2% Notes : (1) Figures for complaints/suggestions per million passenger journeys are
in brackets.
(2) Figures for complaints/suggestions per million passenger journeys in respect of minibuses and taxis in 2003 have been revised owing to the revisions in minibus and taxi patronage by the Transport Department.
A more detailed breakdown by mode of transport and nature of the complaints and suggestions is at Appendix 4.
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Franchised Bus Services 6. There were 3 072 cases on franchised bus services in 2004, representing 2.03 complaints/suggestions per million passenger journeys. These figures represent increases of 4.2% and 3.6% respectively when compared with 2 948 cases and 1.96 complaints/suggestions per million passenger journeys in 2003. The increase was mainly attributable to more complaints/suggestions on regularity of service and frequency/carrying capacity after the reorganisation of some bus routes by CityBus Limited and New World First Bus Services Company. 7. On the other hand, TCU received fewer complaints about audio-visual broadcasting on buses in 2004. There were 679 complaints (including 502 repeated complaints from 31 complainants) in 2004 as compared with 796 complaints (including 605 repeated complaints from 41 complainants) in 2003. Most of the complaints were about the broadcasting volume. 8. The TCU Sub-Committee noted that the Transport Department (TD) had been working with the bus companies to balance the interests of different groups of passengers in a reasonable and practicable way. To provide a comfortable environment of generally acceptable standard for passengers on buses, all the bus companies concerned have adjusted the broadcasting volume to a level close to the ambient noise level of a bus, used compressors to narrow the variations in pitch, and designated a quiet zone at the back portion of the lower deck of the bus and allowed only one speaker to be turned on at the lower deck. 9. To monitor the performance of audio-visual broadcasting service on buses, TD has regularly conducted random inspections on buses equipped with audio-visual broadcasting system. The Department has also reminded the bus companies to take prompt remedial action whenever complaints concerning the broadcasting volume on individual buses are received. TD will continue to closely monitor passenger feedback on audio-visual broadcasting service and work with the bus companies to explore further improvement if necessary. 10. A breakdown of the 3 072 cases by individual franchised bus companies is at Appendix 5. The complaints and suggestions on the services of the three major franchised bus companies are highlighted below - Kowloon Motor Bus Co. (1933) Ltd (KMB) - The number of
complaints/suggestions per million passenger journeys decreased by 1.5%
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from 1.37 in 2003 to 1.35 in 2004. As regards the 1 280 cases received in 2004, they were mainly about passenger services and facilities (387), regularity of service (348) and frequency/carrying capacity (110).
Citybus Limited (Citybus) (Franchise 1) – The number of
complaints/suggestions per million passenger journeys increased by 69.5% from 2.03 in 2003 to 3.44 in 2004. As regards the 504 cases received in 2004, they were mainly about passenger services and facilities (154), regularity of service (148) and improper driving behaviour (38).
New World First Bus Services Ltd (NWFB) – The number of
complaints/suggestions per million passenger journeys increased by 11.8% from 2.8 in 2003 to 3.13 in 2004. As regards the 390 cases received in 2004, they were mainly about passenger services and facilities (123), regularity of service (105) and conduct and performance of staff (including drivers) (38).
11. Comparisons of complaints/suggestions related to KMB, Citybus (Franchise 1) and NWFB in the past five years are at Appendix 6. Residents’ Services 12. Residents’ services provide services primarily during the peak hours to help reduce the peak-hour demand on the mass carriers. They are scheduled services and approval from TD is required for any change in service details. 13. There were 47 cases on residents’ services in 2004, representing 0.72 complaint/suggestion per million passenger journeys. These figures represent decreases of 33.8% and 38.5% respectively when compared with 71 cases and 1.17 complaints/suggestions per million passenger journeys in 2003. The decrease was mainly attributable to fewer complaints about the routeing of some residents’ services. A detailed breakdown of the 47 cases received in 2004 is at Appendix 7. 14. A comparison of the complaints and suggestions on residents’ services in the past five years is at Appendix 8. Public Light Bus Services 15. There were 2 483 cases on public light bus (PLB) services in 2004, representing 3.97 complaints/suggestions per million passenger journeys.
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These figures represent increases of 22.8% and 16.8% respectively when compared with 2 022 cases and 3.4 complaints/suggestions per million passenger journeys in 2003. Green Minibus Services 16. Green minibuses (GMB) operate in accordance with a schedule of service which regulates the fares, routes and frequency of service. TD is responsible for monitoring the performance of GMB operators. 17. In 2004, there were 2 081 complaints/suggestions on GMB services, accounting for 84% of all PLB cases received. The number of complaints/suggestions per million passenger journeys was 4.59. The figures represent increases of 19.5% and 9.8% respectively as compared with 1 741 cases and 4.18 complaints/suggestions per million passenger journeys in 2003. The increase was mainly attributable to more complaints about improper driving behaviour and regularity of service. A detailed breakdown of the 2 081 cases received in 2004 is at Appendix 9. Red Minibus Services 18. Red minibuses (RMB) are subject to the control of the Road Traffic (Public Service Vehicles) Regulations. Complaints and suggestions on RMB services are referred to TD or the Police for follow-up actions. 19. In 2004, there were 402 complaints/suggestions on RMB services, which accounted for 16% of all PLB cases received. The number of complaints/suggestions per million passenger journeys was 2.34. The figures represent increases of 43.1% and 48.1% respectively when compared with 281 cases and 1.58 complaints/suggestions per million passenger journeys in 2003. The increase was mainly attributable to more complaints about improper driving behaviour and conduct and performance of staff (including drivers). A detailed breakdown of the 402 cases received in 2004 is at Appendix 10. 20. A comparison of the complaints and suggestions on GMB and RMB services in the past five years is at Appendix 11. 21. The TCU Sub-Committee noted that TD had implemented a series of measures endorsed by the Quality Public Light Bus Services Steering Committee chaired by Mr Yeung Ka-sing, a Transport Advisory Committee (TAC) Member, in 2004 to enhance the quality of PLB services -
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(a) TD and the Vocational Training Council have jointly organised the
“Advanced PLB Driver Training Course” (among other courses) for Road Passenger Transport Industry under the Skills Upgrading Scheme (SUS). The SUS was launched in April 2004 with 70% of the course fees subsidised by the Government. By the end of 2004, about 200 PLB drivers had attended the said course;
(b) TD has appointed three Driving Improvement Schools to provide a
basic 6-hour “Public Light Bus Driver Training Course” for PLB drivers to improve their driving behaviour and attitude since August 2003. Up to the end of 2004, over 500 PLB drivers had participated in this course;
(c) a series of publicity activities had been organised to promote the
awareness of passengers and operators on the new legislation on the provision of high back seats and seat belts on PLBs;
(d) an enforcement-cum-publicity campaign on safe driving of PLBs had
been launched jointly with the Police in July/August 2004; (e) seminars had been conducted to enhance the trade’s operation and
management skills; and (f) the Public Light Bus newsletter “PLB Net” which included the
publication of messages to remind PLB drivers on safety awareness had been distributed to drivers, passengers and the public free of charge.
Taxi Services 22. Taxi services remained one of the major areas of complaints in 2004. There were 5 291 cases, accounting for 47% of all the cases on public transport services. The number of complaints/suggestions per million passenger journeys was 14, the highest amongst all types of public transport services. The figures represent increases of 13.3% and 6.7% respectively when compared with 4 670 cases and 13.12 complaints/suggestions per million passenger journeys in 2003. The increase was mainly attributable to more complaints about taxi driver malpractices (especially those related to conduct and performance of drivers, improper driving behaviour and failure to take the most
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direct route). A detailed breakdown of the 5 291 cases received in 2004 is at Appendix 12. 23. Of the 5 291 cases received, 4 824 (91%) were related to taxi driver malpractices. These cases are referred to the Police for further investigation if the complainants agree to be court witnesses. During the year, 1 030 such cases (21%) were referred to the Police. In 2004, the Police completed investigation of 1 010 cases referred to them during the year or the year before. A breakdown of the results is at Appendix 13. 24. A comparison of the complaints and suggestions on taxi services in the past five years is at Appendix 14. 25. The TCU Sub-Committee noted that TD and the Quality Taxi Services Steering Committee (QTSSC) chaired by Dr Eric Tsang Po-keung, a TAC member, had introduced a number of measures to improve the service standard of the taxi trade. These measures included a self-learning English and Putonghua training programme to enhance the proficiency of taxi drivers, publication of quarterly taxi newsletters and a new guide to taxi services, installation of braille plates and talking taximeters in new LPG taxis, replacement of new taxi driver identity plates, provision of taxi passenger information flyers at Airport and Lok Ma Chau, installation of taxi passenger information display panels and information plates at major taxi stands, designation of taxi pick-up/drop-off points and taxi drop-off points within restricted zones and temporary blanket relaxation of “7am – 7pm” and peak-hour no-stopping restriction for taxis to facilitate the provision of point-to-point service, and a set of service standards for taxi drivers. TD also supported the Road Co-op Lost & Found 24-hour hotline. 26. TD and the QTSSC have also launched the Taxi Driver Commendation Scheme since 2001 to provide a dedicated channel to commend those taxi drivers with good conduct. As at the end of 2004, a total of 2 550 taxi drivers have been commended under the Scheme. 27. In addition, TD has supported the training for in-service taxi drivers under the SUS with a view to enhancing the quality of taxi service. The courses concerned covered various areas, including road safety, driving improvement, Putonghua and English proficiency, emergency handling, occupational health and customer service in relation to taxi operation. TD has assisted to promote the Scheme and encouraged the participation of in-service
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taxi drivers through various means, such as the quarterly taxi newsletters and distribution of promotional leaflets to taxi associations. 28. TD will also launch a series of activities to educate the public and drivers on the importance of road safety to promote the safety of taxi operations. Rail Services 29. There were 348 cases on rail services in 2004, representing 0.25 complaint/suggestion per million passenger journeys. These figures represent increases of 24.3% and 13.6% respectively when compared with 280 cases and 0.22 complaint/suggestion per million passenger journeys in 2003. The increase was mainly attributable to more complaints against the Mass Transit Railway Corporation Limited (MTRCL) and the Kowloon-Canton Railway Corporation (KCRC) about inadequate public announcements during service disruptions. 30. The TCU Sub-Committee noted that the Government had reminded the railway corporations to follow closely the agreed notification and alert mechanism system on railway incidents so as to ensure sufficient time for TD and other public transport operators to prepare for emergency supporting transport services where necessary. The Government has also requested the corporations to enhance the transparency of their handling of railway incidents by way of proactive information dissemination of facts of the railway incidents and progress of their follow-up actions. 31. A breakdown of the 348 cases by individual railway companies is at Appendix 15. The complaints and suggestions on the services of the two major railway corporations are highlighted below - MTRCL – The number of complaints/suggestions per million passenger
journeys increased by 25% from 0.16 in 2003 to 0.2 in 2004. As regards the 166 cases received in 2004, they were mainly about passenger services and facilities (103) and regularity of service (17).
KCRC (East Rail) – The number of complaints/suggestions per million
passenger journeys increased by 5.6% from 0.18 in 2003 to 0.19 in 2004. As regards the 57 cases received in 2004, they were mainly about passenger services and facilities (28) and regularity of service (9).
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KCRC (West Rail) – West Rail came into operation on 20 December 2003. 44 cases were received in 2004, representing 0.92 complaint/suggestion per million passenger journeys. These cases were mainly about passenger services and facilities (24) and regularity of service (8).
KCRC (Light Rail) – The number of complaints/suggestions per million
passenger journeys decreased by 29.2% from 0.65 in 2003 to 0.46 in 2004. As regards the 60 cases received in 2004, they were mainly about frequency/carrying capacity (22), passenger services and facilities (13) and regularity of service (11).
32. Comparisons of complaints/suggestions related to MTRCL and KCRC in the past five years are at Appendix 16. Ferry Services 33. There were 48 cases on ferry services in 2004, representing 0.85 complaint/suggestion per million passenger journeys. These figures represent decreases of 29.4% and 33.1% respectively when compared with 68 cases and 1.27 complaints/suggestions per million passenger journeys in 2003. The decrease was mainly attributable to fewer complaints about passenger services and facilities as well as regularity of service. 34. A breakdown of the 48 cases by individual ferry companies is at Appendix 17. The complaints and suggestions on the services of the two major ferry companies are highlighted below - New World First Ferry Services Ltd (NWFF) – The number of
complaints/suggestions per million passenger journeys decreased by 8.2% from 2.55 in 2003 to 2.34 in 2004. As regards the 34 cases received in 2004, they were mainly about regularity of service (11) and conduct and performance of staff (6).
The ‘Star’ Ferry Co Ltd (‘Star’ Ferry) – The number of complaints/suggestions per million passenger journeys decreased by 31% from 0.29 in 2003 to 0.2 in 2004. As regards the 6 cases received in 2004, they were mainly about conduct and performance of staff (2).
35. Comparisons of complaints/suggestions related to NWFF and ‘Star’ Ferry in the past five years are at Appendix 18.
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Traffic and Road Conditions 36. In 2004, there were 4 586 complaints and suggestions about traffic and road conditions. Among these, 63 were pure suggestions. The number of complaints and suggestions received represents a slight decrease of 0.1% as compared with 4 590 cases in 2003. Detailed breakdowns of the cases by category and by district are at Appendices 19 and 20 respectively. Traffic Conditions 37. In 2004, 1 690 complaints and suggestions about traffic conditions were received, representing about 10% of the total number of cases. The number of cases in this category recorded a slight decrease of 1.4% as compared with 1 714 cases in 2003. 38. Of the 1 690 cases received, 928 (55%) were related to traffic congestion. This represents a decrease of 5.1% as compared with 978 cases in 2003. Factors contributing to complaints about traffic congestion in 2004 are broken down as follows -
No. of Complaints Factor 2003 2004 Difference
Vehicle obstruction 398 444 +11.6%
Traffic management 271 265 -2.2%
Road works 207 146 -29.5%
Others 102 73 -28.4%
Total 978 928 -5.1%
39. In 2004, the districts which received relatively more complaints about traffic congestion are -
No. of Complaints District 2003 2004 Difference
Yau Tsim Mong 138 129 -6.5%
Wan Chai 99 117 +18.2%
Kowloon City 69 99 +43.5%
Central & Western 111 79 -28.8%
Kwai Tsing 37 65 +75.7%
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40. All the complaints and suggestions concerning traffic congestion were referred to TD, the Police, the Highways Department and other relevant departments for consideration and follow-up actions. The TCU Sub-Committee noted that TD had undertaken the following measures to alleviate traffic congestion in 2004 - (a) planning and implementation of temporary traffic arrangements to
minimise congestion caused by road works;
(b) implementation of traffic management schemes at congestion blackspots;
(c) installation of new traffic lights and adjustment of existing traffic signals;
(d) re-routeing of traffic to improve circulation;
(e) introduction of traffic restrictions;
(f) realignment of carriageways and adjustment of road junction layouts;
(g) opening of new roads, completion of major road improvement projects, relocation and cancellation of on-street parking spaces, bus stops or taxi stands to increase road capacity;
(h) provision of laybys to facilitate loading/unloading activities; and
(i) launching of publicity campaign to promote driver discipline so as to reduce vehicle obstruction.
41. In 2004, there were 389 complaints and suggestions on traffic management matters (excluding those causing congestion). These cases were related to traffic light phasing, traffic lane arrangements and restricted zones. The number of cases represents a slight increase of 1% as compared with 385 cases in 2003. 42. Besides, TCU received 163 requests for additional traffic signs and aids in 2004. This represents a decrease of 24.9% as compared with 217 cases received in 2003. 43. There were also 210 complaints and suggestions on parking facilities in 2004, representing an increase of 56.7% as compared with 134 cases in 2003.
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Road Maintenance 44. In 2004, 458 complaints and suggestions about road maintenance were received, representing about 3% of the total number of cases. The number of cases in this category recorded a decrease of 11.1% as compared with 515 cases in 2003. The decrease was mainly attributable to fewer complaints about inadequate traffic signs and aids for road works and uneven or damaged surfaces. All the complaints were referred to the Highways Department or other relevant departments for investigation and remedial action. Enforcement 45. In 2004, 2,438 complaints about enforcement matters were received, representing about 15% of the total number of cases. The number of complaints in this category recorded an increase of 3.3% as compared with 2 361 complaints in 2003. 46. Complaints about enforcement matters were mainly related to illegal parking and motorists/pedestrians failing to comply with traffic regulations. All the complaints were referred to the Police for further investigation. Some cases were also referred to TD for consideration on whether suitable measures (e.g. provision of parking facilities or traffic management measures) should be introduced to improve the situation. Complaints and Suggestions on Road Safety Matters 47. Among the 16 299 complaints and suggestions received in 2004, 2 677 (16%) were related to road safety matters. A breakdown of the cases received is as follows -
No. of Complaints/Suggestions Public Transport Services 888 Traffic Management 248 Road Maintenance 195 Enforcement 1 346
Total 2 677 48. In respect of public transport services, the complainants were concerned that the drivers’ improper driving behaviour, obstruction by public transport vehicles and other matters (e.g. conditions of vehicles, location of
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stops, boarding arrangement, etc.) which might pose danger to passengers and other road users. 49. In respect of traffic management, the complainants were mainly concerned that inadequate traffic signs/road markings, inadequate traffic lights and sightline obstruction caused by various objects might lead to traffic accidents. 50. In respect of road maintenance, the complainants were mainly concerned that damaged road surface, inadequate traffic signs/aids for road works and defective traffic lights might lead to traffic accidents. 51. In respect of enforcement, there were 428 complaints about illegal parking which caused obstruction and posed danger to motorists and pedestrians. There were also 918 complaints about motorists/pedestrians failing to observe traffic regulations (e.g. jumping red lights/failing to give way to pedestrians, changing lanes abruptly, disobeying traffic signs, etc.), which posed danger to other road users. 52. All the complaints and suggestions on road safety matters were referred to TD, the Police, other relevant departments and the public transport operators concerned for investigation and follow-up actions. The responses of the authorities concerned were generally positive. Improvement measures have been/would be implemented to address public concerns as far as possible.
Appendix 1(i)
Complaints and Suggestions Received by TCU during 2000 - 2004
Nature of Complaints/Suggestions 2000 2001 2002 2003 2004
I. Public Transport Services (a) Adequacy of service 937 862 1,041 [92] 961 [65] 1,034 [65] (b) Standard of service 6,112 6,647 8,123 [14] 8,025 [7] 9,374 [9] (c) General 491 835 1,193 [7] 1,073 [15] 881 [14] 7,540 8,344 10,357 [113] 10,059 [87] 11,289 [88]
V. Miscellaneous 192 244 356 [7] 469 [5] ,424 [10]
Total 11,073 12,325 15,332 [182] 15,118 [146] 16,299 [161]
Note : TCU has identified the number of pure suggestions among the complaints received starting from 2002. Figures in square brackets are the number of pure suggestions received in the year. The figures have been included in the overall number of cases received.
Complaints and Suggestions Received by TCU during 2000 - 2004
0
2000
4000
6000
8000
10000
12000
14000
16000
18000
2000 2001 2002 2003 2004
Num
ber o
f Com
plai
nts/
Sug
gest
ions
Public Transport Services Traffic Conditions Road Maintenance Enforcement Miscellaneous
11073
12325
15332 15118
16299
Appendix 1 (ii)
Appendix 2(i)
Summary of Results of Investigations into Complaints and Suggestions (January – December 2004)
Outcome of Investigation
Nature of Complaint/ Suggestion
A1
A2
B
C
Total I. Public Transport Services (a) Adequacy of service 147 659 156 2 964 (b) Standard of service 1 565 3 544 215 3 887 9 211 (c) General 454 401 77 5 937 2 166 4 604 448 3 894 11 112 II. Traffic Conditions (a) Traffic congestion 454 405 62 5 926 (b) Traffic management 95 163 117 2 377 (c) Additional traffic signs/aids 61 43 55 2 161 (d) Parking facilities 46 87 72 - 205 656 698 306 9 1 669 III. Road Maintenance (a) Road conditions 151 47 17 - 215 (b) Traffic signs and aids 151 49 45 1 246 (c) Carriageway markings 7 4 2 - 13 309 100 64 1 474 IV. Enforcement (a) Illegal parking 793 353 17 3 1 166 (b) Other enforcement matters 435 469 26 329 1 259 1 228 822 43 332 2 425
Legend - A1 - Substantiated (Action completed/in hand) A2 - Substantiated (Action requiring further consideration) B - Unsubstantiated C - Non-pursuable
Appendix 3
Public Suggestions Taken on Board by Relevant Authorities (January - December 2004)
I. Public Transport Services Add passenger shelters at bus stops at Hoi Wang Road to facilitate passengers.
Add a bus stop at Tsing Yi Road to meet the demand of passengers.
Relocate bus stops at King’s Road to alleviate traffic congestion.
Relocate a green minibus stop at KCR Tai Wo Station to facilitate passengers.
Relocate a green minibus stop at Po Heung Street to alleviate traffic congestion.
II. Traffic Management Increase the vehicular green time of traffic lights at the following locations to
alleviate traffic congestion : Robinson Road, Connaught Road West, Tai Hong Street, Shau Kei Wan Road, Western Street, Belcher’s Street, Des Voeux Road Central, Nam Long Shan Road, Causeway Road, Ap Lei Chau Bridge Road, Hill Road, Lockhart Road, Chuk Yuen Road, Hok Yuen Street, Kai Lai Road, Tung Tau Tsuen Road, Nga Tsin Wai Road, Lai Wan Road, Ma Tau Wai Road, Wang Tau Hom East Road, Sham Mong Road, Hammer Hill Road, Tai Hang Tung Road, Fung Mo Street, Sai Yeung Choi Street South, Wang Chiu Road, Shantung Street, Lam Hing Street, Knight Street, Tonkin Street, Cheung Shun Street, Sau Mau Ping Road, Tsing King Road, Lai King Hill Road, Ping Ha Road, Sai Sha Road, Sha Tin Wai Road, Tin Ha Road, Tin Shing Road, Lo Fai Road, Tsun Wen Road, Lung Sum Avenue, Tai Tong Road, Castle Peak Road – Lam Tei, Castle Peak Road – Tai Lam and Ting Kok Road.
Increase the pedestrian green time of traffic lights at the following locations to
facilitate pedestrians : Lockhart Road, Argyle Street, Tonkin Street West, Waterloo Road, Lei Yue Mun Road, Mong Kok Road, Pui Shing Road and Sha Tsui Road.
Synchronize traffic lights at the following locations to alleviate traffic
congestion : King Yip Street, Bonham Road, Holland Street, King’s Road, Jordan Road, San Fung Avenue and Man Yiu Street.
Add traffic lights at Cheung Shun Street and Cha Kwo Ling Road to improve
road safety.
Relocate a traffic light at Sham Mong Road to avoid confusion to motorists. Impose “No Stopping Restriction” at the following locations to prevent vehicle
obstruction : Pok Man Street, Sai Chuen Road, Pratas Street, Fat Tseung Street, Wang Tau Hom Central Road, Heung Sze Wui Street and Yuen Shun Circuit.
Cancel “No Stopping Restriction” at Broadcast Drive to facilitate loading/unloading
activities. Add “No U-turn” restriction at Gillies Avenue North to improve road safety.
Enlarge “No U-turn” sign and lengthen double white lines at Tsuen King Circuit to
improve road safety. Add traffic signs/road markings at the following locations to improve road safety :
Repulse Bay Road, Castle Road, Yuet Wah Street bus terminus, Ede Road and Durham Road.
Add traffic signs/road markings and lengthen double white lines at Princess Margaret
Road and Prince Edmand Road East to regulate lane-cutting activities. Add “No entry” traffic signs and road markings at Monmouth Terrace facing
Kennedy Road to remind motorists. Add traffic signs/road markings at the following locations to remind motorists to
slow down : Waterloo Road, Sai Sha Road, Wong Chuk Hang Road, Kam Shan Road and Plantation Road.
Revise traffic signs/road markings at Pok Fu Lam Road and Upper Albert Road to
avoid confusion to motorists. Relocate a traffic sign at Hong Ning Road to facilitate pedestrians.
Relocate traffic signs at Hung Hom Road and Lung Poon Street to avoid sightline
obstruction. Modify traffic signs at Kwun Tong Road to alert motorists of merging traffic.
Cancel a traffic sign at Fu Yee Road to avoid confusion to motorists.
Cancel a traffic sign at a subway at KCR University Station to avoid confusion to
cyclists. Add road markings and enlarge traffic signs at Nim Wan Road to remind motorists of
a road bend ahead and to slow down. Add road markings at Fung Tak Road to improve traffic flow.
Add “Left Turn” arrow road marking at Yan Wah Street to remind motorists.
Add a “No Parking” road marking at Shipyard Lane to prevent vehicle obstruction.
Convert an “Ahead Only” arrow road marking into an “Ahead Only or Turn Left”
one at Tsun Wen Road to improve traffic flow. Add railings at Jockey Club Road and Man Tung Road to prevent jaywalking.
Add railings at Sze Shan Street to deter illegal parking.
Add railings at Cheung Sha Wan Road and the pavement outside Avon Park to
improve road safety. Shorten/remove railings at Kweilin Street and Ting On Street to facilitate
loading/unloading activities. Add double white lines at Tung Hei Road to regulate lane-cutting activities.
Add solid-cum-broken white lines at the following locations to regulate lane-cutting
activities : Kwun Tong Road, Tolo Highway and Castle Peak Road – Sham Tseng. Shorten double white lines at Kwai Chung Road to facilitate motorists to change
lanes. Lengthen a double white line at Garden Road to regulate lane-cutting activities.
Convert a solid-cum-broken white line into a double white line at Argyle Street to
prevent vehicle obstruction. Convert double white lines to solid-cum-broken white lines at Nathan Road to
improve traffic flow. Add a pedestrian crossing at Wing Kwong Street to improve road safety.
Widen a pedestrian crossing at Nathan Road to facilitate pedestrians.
Relocate pedestrian crossings at Yen Chow Street West and Yuk Wah Street to
improve road safety.
Add yellow boxes at the following locations to prevent vehicle obstruction : the junction of Man Cheung Street and Man Yiu Street, Ngau Tau Kok Road, the junction of Austin Road and Canton Road, Sunning Road and Wang Chiu Road.
Add yellow hatched marking and traffic sign outside the Peak Tram Terminal in
Central to prevent vehicle obstruction. Extend the hatched area at Ching Cheung Road to enhance road safety.
Provide audible signals for traffic lights at Prince Edward Road West and Kam Tin
Road to facilitate visually-impaired pedestrians. Reduce the sound volume of audible signals of traffic lights at the following
locations to minimise disturbance to nearby residents : Mok Cheong Street, Tai Po Road and Po On Road.
Add parking spaces for motorcycles at the following locations to facilitate
motorcyclists : Tai Yip Street, Parkes Street, Tsing Yi Ferry Pier, Fu Hong Road, KCR Hung Hom Station, Tai Lam Tunnel public carpark and Cheung Shun Street.
Add parking spaces for the disabled at Tsui Wan Street and Good Shepherd Street to
facilitate disabled motorists. Add a loading/unloading area at Dundas Street to facilitate loading/unloading
activities. Cancel a loading/unloading area at Lei Yue Mun Road to alleviate traffic congestion.
Close off gaps in the guard rails above the central divider at Castle Peak Road – Lam
Tei to prevent jaywalking. Widen the gap between metered parking spaces at Sha Tsui Road to facilitate
parking. Reduce the road width at the junction of Cheung Wah Street with Fuk Wing Street to
facilitate pedestrians. Reduce the lane width of Sai O Roundabout to improve sightline for motorists.
Widen a safety island at Wah Ming Road to facilitate pedestrians.
Remove a safety island at Ngau Chi Wan Street to facilitate motorists.
Relocate temporary barriers at Yau Lai Road to avoid sightline obstruction.
Remove an emergency crash gate at Fung Cheung Road to facilitate pedestrians.
Convert the shaded carriageway at Dunbar Road into pavement to prevent reckless driving behaviour.
Widen the passenger queuing area at Admiralty (East) Public Transport Interchange
and take other measures to improve the waiting environment and safety of passengers.
Complaints and Suggestions on Public Transport Services Appendix 4(1.1.2004 - 31.12.2004)
Legend -Mode Vehicular Transport Rail Transport Waterborne Transport Total KMB Kowloon Motor Bus
(3072) (48) ^ There were 696 complaints about audio-visual broadcasting on public transport vehicles, including 528 repeated complaints from 34 complainants.
+ including taximeter irregularities
No complaint/suggestion was received on Peak Tramways.
Appendix 5
Breakdown of Complaints and Suggestions on the Services of Franchised Bus Companies
Bus Company 2003 2004 Difference
Kowloon Motor Bus 1 304 (1.37) 1 280 (1.35) -1.8% (-1.5%)
Breakdown of Complaints and Suggestions on Residents’ Services
Nature of Complaints/Suggestions 2003 2004 Difference (A) Adequacy of Service (1) Frequency - 10 - (2) Routeing 22 2 -90.9% (3) Hours of operation - - - (4) Provision of stops 3 1 -66.7% Sub-total 25 13 -48.0% (B) Standard of Service (1) Regularity of service 7 6 -14.3% (2) Adherence to routeing 2 1 -50.0% (3) Improper driving behaviour 9 6 -33.3% (4) Conduct and performance of
* These complaints are mainly related to obstruction caused by coaches of
residents’ services.
Complaints and Suggestions on Residents' Services during 2000 - 2004
0
10
20
30
40
50
60
70
80
2000 2001 2002 2003 2004
Num
ber o
f com
plai
nts/
sug
gest
ions
Adequacy of Service Standard of Service General
47
5759
71
47
Appendix 8
Appendix 9
Breakdown of Complaints and Suggestions on Green Minibus Services
Nature of Complaints/Suggestions 2003 2004 Difference (A) Adequacy of Service (1) Frequency 279 346 +24.0% (2) Routeing 50 84 +68.0% (3) Hours of operation 16 11 -31.3% (4) Provision of stops 21 19 -9.5% Sub-total 366 460 +25.7% (B) Standard of Service (1) Regularity of service 288 387 +34.4% (2) Adherence to routeing 92 135 +46.7% (3) Improper driving behaviour 218 380 +74.3% (4) Conduct and performance of
Sub-total 1,269 1,538 +21.2% (C) General* 106 83 -21.7% Total 1741 2,081 +19.5% * These complaints are mainly related to obstruction caused by green minibuses.
Appendix 10
Breakdown of Complaints and Suggestions on Red Minibus Services
Nature of Complaints/Suggestions
2003
2004
Difference
(A) Adequacy of Service (1) Provision of Stops 1 1 -
Sub-total 1 1 -
(B) Standard of Service (1) Adherence to routeing - 5 - (2) Improper driving behaviour 67 150 +123.9% (3) Conduct and performance of
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