Code of Ethics

Client Complaint Mechanism

HKRAC is committed to maintaining the highest standards of quality and ethics in the provision of advice to refugees and asylum-seekers. HKRAC encourages clients receiving advice or representation to express any complaints or concerns they may have about the services provided by HKRAC through the client complaint mechanism (“CCM”).

The Client Complaint Form may be submitted in one of three ways:

• Forms may be delivered by hand in a sealed envelope to a sealed box in the HKRAC office.
• Complaints may be emailed to feedback@hkrac.org.
• Complaints may be filed online below

The envelope contents or email will only be viewed by a member of the independent mediation panel and will not be seen by any HKRAC staff member. The Mediators hold all complaints in the strictest of confidence. No anonymous complaints are accepted.