Ombudsman reveals outcomes of complete examination into Transport Department’s absence of openness in moving toll point at Western Harbour Crossing (with image)
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The following is provided on behalf of the Office of The Ombudsman:
The Ombudsman, Mr Jack Chan, today (October 3) revealed the conclusion of a complete examination into the Transport Department (TD)’s absence of openness in moving the toll point at the Western Harbour Crossing (WHC), with 9 suggestions on enhancement procedures made.
The TD has actually set up a main and a backup toll point for each instructions of travel at all its toll tunnels (consisting of the WHC). When the main toll point is suspended from service due to center upkeep or roadworks, the toll collection will be changed to the backup toll point. The TD triggers the matching Toll Information Display to show the toll point in operation. Upon evaluation, the TD validated that on the southbound lane of the WHC just 2 areas (the Kowloon entryway and the Hong Kong Island exit) appropriated for setting up toll points. The 2 places are around 2 kilometres apart, a range higher than the normal 200-metre separation in between main and backup toll points at other tunnels. As an outcome, there is an obvious period in between the times for those cars going through the 2 toll points throughout the shift time slot, hence impacting the toll charged.
Mr Chan stated, “The Office of The Ombudsman (Office) got 3 problems in which the plaintiffs declared that when they had actually driven southbound through the WHC towards Hong Kong Island throughout the shift time slot in the early morning in between February and March 2025, they saw that the Toll Information Display at the Kowloon entryway did disappoint the real-time tolls, and the tolls charged were somewhat greater than what they comprehended as the typical rate. Among the plaintiffs called the HKeToll customer support hotline (Hotline) to check the matter, however the frontline personnel were not able to offer the accurate area of the toll point. The plaintiffs criticised the TD for absence of openness and discovered it puzzling that the TD had actually transferred the toll point without previous notification.
“The Office’s investigation found that the TD had deactivated the primary toll point on the southbound lane of the WHC from January to March 2025 due to roadworks, and the toll collection was switched to the backup toll point. As the Hotline staff were unfamiliar with the locations of the toll points, they were unable to respond to enquiries properly. It is understandable that the relocation of a toll point is required for operational needs. However, the TD would merely turn off the Toll Information Display to indicate that a toll point was inactive. We consider this practice unsatisfactory. Moreover, nearly a month after the toll collection had been switched to the backup toll point, the Hotline staff were still unclear about its location and could not properly respond to the complainant’s enquiry, indicating that the TD had not provided Hotline staff with essential and most updated information in advance, nor had it attached importance to training,” he stated.
Following the launch of the complete examination into this case, the TD has actually reacted favorably and has actually begun to enhance info dissemination concerning the moving of toll points on the southbound lane of WHC to boost openness. The TD will inform the general public of a moving by showing an obvious banner on the HKeToll site and mobile app, and by means of the TD’s site and the HKeMobility mobile app, and on variable message indications along pertinent roadway areas. The existing practice of shutting off the Toll Information Display at the non-active toll point will be customized to keeping it on to show a message about the moving of the toll point. The TD has actually likewise advised the management of the appropriate toll company to enhance personnel training and guarantee correct actions to public queries.
In general, the Office has actually made 9 suggestions for enhancements to the TD, which generally consist of: carefully act on the system improvement works for enhancing details dissemination, and reinforce guidance of the development of specialists; conduct prompt evaluations of the efficiency and operation of the enhancement steps; even more think about and check out more reliable methods to distribute info about toll point movings; think about communicating carefully with other federal government departments (such as the Electrical and Mechanical Services Department); step up tracking of the efficiency of the HKeToll hotline company and plainly set out in functional standards the plans prior to toll point movings for compliance by personnel. The TD has actually accepted and carried out all of these suggestions.
The complete examination report has actually been submitted to the site of the Office of The Ombudsman at www.ombudsman.hk for public info.