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About Us

6. Suggestions and Comments

At our registries and offices, we have posted notices to set out our performance standards and channels of communication with customers. We welcome any suggestions or comments on the way in which our services are delivered. These should be addressed to Immigration Department at Immigration Tower, 7 Gloucester Road, Wan Chai, Hong Kong or e-mail at enquiry@immd.gov.hk.

There will be occasions when, despite our best efforts, we are unable to provide the services within the specified standards. In such cases, you may ask for a full and prompt explanation. If you want such an explanation or if you feel that your case has not been dealt with adequately, you may:

• raise it on the spot to the officer-in-charge; or
• telephone our Customer Services Unit during office hours on 2829 4141 or 2829 4142; or
• write to Chief Immigration Officer (Management Audit)
  - by mail at Immigration Tower, 7 Gloucester Road, Wan Chai, Hong Kong ; or
  - by e-mail at enquiry@immd.gov.hk ; or
  - by fax at 2827 0662

Wherever possible, the Department will respond immediately. All complaints, whether written or oral, will be dealt with expeditiously and an interim reply will be given within 10 days at the latest.

If you feel that your suggestions or comments have not been dealt with adequately, you may write to the Director of Immigration at the mailing or e-mail addresses given above.