Handling Complaints
Complaints may be lodged against a licensee who is suspected to have committed a disciplinary offence or no longer meets any of the prescribed criteria for holding the licence. The Property Management Services Authority may conduct an investigation in accordance with the Property Management Services Ordinance if it has reasonable cause to suspect that there is non-compliance.
Complaints Mechanism
The Property Management Services Authority will conduct a preliminary assessment in respect of the information provided by the complainant. If the matter falls within the jurisdiction of the PMSA, an investigator appointed by the Property Management Services Authority will conduct the investigation.
- The Property Management Services Authority aims to complete an investigation conducted in accordance with the Property Management Services Ordinance within six months after the investigation has commenced and will inform the complainant of the progress of the investigation in writing on a monthly basis.
If the subject under complaint is not a licensed property management company or a licensed property management practitioner or the matter under complaint occurred before the relevant property management company or property management practitioner has held a licence, the Property Management Services Authority cannot conduct an investigation or take disciplinary action under the Property Management Services Ordinance. However, the Property Management Services Authority will try its best to provide assistance to the complainant
| Actions which may be investigated | Complaints which will not be handled |
| - Is suspected to have committed a disciplinary offence - no longer meets any of the prescribed criteria for holding the licence - The Property Management Services Authority may investigate if it believes that there is reason to do so. |
- The complaint is misconceived or lacking in substance (for example, the complaint is based on mere speculation); - The matter complained of is outside the jurisdiction of the Property Management Services Authority (for example, the matter of complaint is a mere contractual dispute); - The non-compliance has occurred for more than 12 months, and the complainant fails to give a reasonable explanation for the delay in lodging the complaint; - The complainant is not willing to testify in the disciplinary hearing and/or refuses to complete the Complaint Form and/or refuses to attend a meeting with the PMSA to give a detailed statement; - The matter complained of is also the subject; - The complaint is lodged anonymously; and - Unless the complainant clearly states that he/she requires the Property Management Services Authority to take follow-up action, the Property Management Services Authority will in general only record the complaint which is copied to the Property Management Services Authority without taking further action. |
Method of complaint
The Property Management Services Authority suggests completing and submitting the designated electronic or paper form, and make enquiry and complaint through the below channels:
- By post to the Property Management Services Authority office:
Unit 806-8. 8/F, Dah Sing Financial Centre, 248 Queen’s Road East, Wan Chai, Hong Kong - Email: complaints@pmsa.org.hk；
- Fax: +852 3696 1100；or
- Make appointment to the Property Management Services Authority office
In general, after the PMSA has obtained sufficient information for a complaint case, the case will be handled and completed within 6 months. The PMSA will acknowledge receipt of the complaint in 10 calendar days and thereafter inform the complainant of the progress in writing on a monthly basis.
If the complainant does not fill in the Complaint Form or lodge it with the PMSA, the PMSA may take longer time to follow up on the complaint. For other matters to which a complainant should be aware of, please refer to the Notice to Complainant.
Information required to be submitted
- Complainant’s information including name, Hong Kong identity card number, correspondence address and telephone number.
- Information of the licensee complained against including name / company name, correspondence address and contact telephone number.
- The details of the complaint, including the date and time of the incident in question, the address of the relevant property, and the identity of the relevant person(s) involved and the property management company concerned.
- Copies of documents related to the case (e.g. contracts, receipts, correspondence)
The Property Management Services Authority will treat all the information received in strict confidence (regardless of whether it is provided by the complainant, the subject under complaint or the witness). However, if the investigation so warrants and for fairness sake, the Property Management Services Authority may, with the consent of the complainant, disclose the identity of the complainant and will inform the subject under complaint and the witness, if any, of the details of the complaint. The investigator will set out, in writing, the complaint and will request the subject under complaint to respond.
