This performance pledge outlines the service standards as established by the Traffic Branch Headquarters of the Hong Kong Police Force (HKPF). It also specifies the channels through which the public may enquire about or provide feedback on the service received.
Service Delivered
This performance pledge covers the following police services relating to traffic matters:
Investigation of non-fatal traffic accidents; and
Investigation of complaints regarding fixed penalty tickets or traffic summonses.
Performance Standards
Investigation of Non-Fatal Traffic Accidents
The HKPF will complete enquiries into non-fatal traffic accidents within three months upon receiving a report and notify the relevant parties of the outcome.
Investigation of Complaints regarding Fixed Penalty Tickets or Traffic Summonses
Upon receipt of a complaint, the HKPF will conduct an investigation and inform the complainant of the outcome within two months. If the investigation cannot be completed within two months, the complainant will be informed of the progress in writing.
Effective Monitoring
The HKPF will monitor the aforementioned standards regularly.
Service Commitment
The HKPF is committed to conducting fair, thorough and efficient investigations into traffic incidents.
The Public's Role
The Traffic Branch Headquarters welcomes suggestions from members of the public to enhance service quality. While the HKPF makes every effort to deliver efficient services to the public, circumstances may occasionally result in responses exceeding the specified timeframe. For further information on the progress of your case, please contact the relevant traffic report room at the scene during office hours:
| Hong Kong Island | 3661 1620 |
| Kowloon West | 3661 1654 |
| Kowloon East | 3661 1636 |
| New Territories South | 3661 1710 |
| New Territories North | 3661 1684 |
| Lantau Island | 3661 1694 |
For enquiries regarding the fixed penalty tickets or traffic summonses, please visit the Central Traffic Prosecutions Division Enquiry Counter at 11/F, Arsenal House, Police Headquarters, 1 Arsenal Street, Wan Chai. The counter is open Monday to Friday, 9:00 am to 5:45 pm, and closed on Saturdays, Sundays and general holidays. You may also call the enquiry hotline at 181 181, which provides information via an interactive voice response system and is available on 5 lines. During office hours, calls can be transferred to an operator for further assistance.
Channels for Complaints
If you consider that your case has not been handled adequately, you may file a complaint by any of the following channels:
Visit the report room at any police station;
Make an appointment through the complaint hotline at 2866 7700 to lodge a complaint in person to the Complaints Against Police Office;
Call the complaint hotline at 2866 7700, or send your complaint by fax to 2200 4460 or 2200 4461;
Send your complaint by post to the Complaints Against Police Office, Police Headquarters, 1 Arsenal Street, Wan Chai; or
Use the "Complaint Against Police e-Report form" available on the HKPF website, or the "e-Report Centre" on the "Hong Kong Police Mobile App".
Download "Hong Kong Police Mobile App"
Where to Go for Further Information
For further information, please contact the traffic report rooms as listed above.
