If you are dissatisfied with residential care home services or want to make a complaint, you may contact the following organisations depending on the situation.
The main complaint channel for residential care home services is the Licensing Office of Residential Care Homes for the Elderly (LORCHE):
- Telephone: 3184 0729 / 2834 7414
- Email: lorcheenq@swd.gov.hk
- Address: 6/F, THE HUB, 23 Yip Kan Street, Wong Chuk Hang
For general enquiries or other complaints, you may also use the following channels:
- Social Welfare Department hotline: 2343 2255; email: swdenq@swd.gov.hk
- Office of The Ombudsman (for maladministration): telephone 2629 0555; email: complaints@ombudsman.hk
For suspected elder abuse, seek help through the following channels:
- Social Welfare Department hotline: 2343 2255
- Warmline (SWD hotline): 18288
- CEASE Crisis Line: 18281
In addition, section 8.9.6 of the Code of Practice for Residential Care Homes (Elderly Persons) requires homes to display notices in conspicuous places in the home about reporting or complaining about suspected elder abuse cases, so that staff, residents and family members know the reporting channels. You can look out for these notices after admission.
Learn more -> Community support resources guide