PMSA Annual Report 2024-25

64 物業管理業監管局 2024-25 周年報告 投訴及查詢處理 監管局透過面談、熱線、信件及電郵等渠 道，積極聆聽公眾意見，處理物管服務查 詢及投訴。 根據《物管條例》，監管局有權調查持牌 人違紀行為。對非持牌人個案，雖無法按 法例調查，監管局仍會協助轉達投訴、敦 促涉事公司或從業員作出跟進，並促進溝 通以化解糾紛。 監管局於 2 0 2 4 - 2 5 年度共接獲及處理 2 , 885 宗查詢，主要涉及服務質素；另 接獲及處理 1,107 宗投訴個案， 99% （共 1,102 宗）投訴對象為持牌人。投訴人主 要是物業業主，物業種類以住宅為主，常 見問題包括行政疏漏（未按時張貼會議紀 錄、財務文件不透明）、服務怠慢（噪音 漏水及其他投訴未有適當處理）、交接不 當（離任時未妥善作出交接）及管理不善 （物管服務未達標、未妥善跟進樓宇公用 部分的維修保養工作）。 監管局已就所有個案嚴正跟進，提升業界 專業操守，保障公眾權益。 Handling Complaints and Enquiries The PMSA actively listens to public views through different means, including meeting, telephone call, letter and email, aiming to handle enquiries and complaints received in respect of PM services. The PMSA is empowered to conduct investigation on licensees alleged to have committed disciplinary offences under the PMSO. If the subject of complaint is not a licensee, while the PMSA may not conduct investigation under the PMSO, it will still assit in relaying the complaint, urging the relevant company or practitioners to fol low up on the matters and enhance communication in order to resolve the dispute. The PMSA received and handled 2,885 enquiries, primarily related to service quality, and dealt with 1,107 complaints in the year of 2024-25, with 99% (1,102 cases) of the complaints di rected at l icensees. The complaints came mainly from property owners of residential properties. Common issues included administrative oversight (fai lure to post meeting minutes timely, lack of transparency in financial documents), negl igence in serv ice ( inappropr iate handl ing of noi se, nuisance, water leakage and other complaints), improper handover (failure to handover property at the end of service appointment) and mismanagement (failure to provide up-to- standard PM services or follow up on repair and maintenance of the common parts of the property). The PMSA has seriously followed up on all cases to uphold industry professionalism and safeguard public interests.