How must a clinic handle complaints under Cap. 633?

In two tiers, starting with the clinic's own complaints mechanism, with a set time frame, under the CME. A patient who is not satisfied can go to the independent Committee on Complaints against Private Healthcare Facilities, whose contact details the clinic must post.

The two tiers

The Code requires a complaints mechanism run under the CME with a set time frame, a posted notice with the Committee's contact details, and cooperation with the Committee.¹ The two-tier system was set out when the law was proposed.²

1. Set the time frame. And tell patients what it is.
2. Post the notice. With the Committee's contact details.
3. Answer in the patient's language. Cantonese, English or Putonghua.
4. Document every complaint. What was said, what was done, and when.
5. Learn from it. The CME reviews themes each month.

1. Received on ______ Channel ______ Language ______
2. Summary ______
3. Acknowledged on ______ Answered on ______
4. Outcome ______ Referred to the Committee ______
5. What changed ______

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Questions

Who is the second tier?

The Committee on Complaints against Private Healthcare Facilities.

Must we post anything?

Yes, a notice with the Committee's contact details.

Who runs the clinic's mechanism?

The Chief Medical Executive.

Sources

1. 1Department of Health, 2026Code of Practice for Clinics, 2026 edition, PHF(E) 31ARead source
2. 2Legislative Council, 2017Legislative Council brief, Private Healthcare Facilities BillRead source

Written by the wai team from Office for Regulation of Private Healthcare Facilities, Department of Health, Hong Kong guidance, checked on 15 October 2026. This is guidance, not legal advice. ORPHF does not endorse wai or any software.