Complaint Handling Policy

Easy Solution HK Limited · Last updated: 15 July 2026

Easy Solution HK Limited is committed to maintaining high quality standards in the delivery of all courses registered under the Continuing Education Fund (CEF). We take all complaints seriously and have established this Complaint Handling Mechanism in accordance with the requirements of the Labour and Welfare Bureau (LWB) for Non-Self-accrediting Course Providers.

1. Available Channels for Filing Complaints

Course participants may file complaints relating to CEF Courses through any of the following channels:

WhatsApp: +852 4423 7445 (text or voice message)
Email: [email protected]
In-person: Room 533B, 5/F, Star House, 3 Salisbury Road, Tsim Sha Tsui, Hong Kong
Online Form: Available at enroll.easysolutionhk.com (student portal)

2. Timeline for Handling Complaints

Stage	Timeline	Action
Acknowledgement	Within 3 business days	Complainant receives written acknowledgement of complaint receipt
Investigation	Within 14 business days	Responsible Person investigates and assesses the complaint
Response	Within 21 business days	Written response with follow-up actions communicated to complainant
Resolution	Within 30 business days	Final resolution implemented and documented

3. Procedures for Reporting Follow-up Actions

Complaint is logged in the Complaint Register with unique reference number, date, complainant details, and complaint summary.
The Responsible Person reviews the complaint and assigns appropriate staff for investigation.
Investigation findings are documented and evaluated.
A written response is prepared detailing: (a) acknowledgement of the complaint, (b) investigation findings, (c) actions taken or proposed, (d) timeline for resolution.
The written response is sent to the complainant via their preferred channel (email, WhatsApp, or post).
If the complainant is not satisfied with the response, they may escalate to the Labour and Welfare Bureau at [email protected] or 9865 0769.

4. Complaint Log and Record-keeping

Easy Solution HK Limited maintains a Complaint Log recording the following for each complaint:

Complaint reference number and date received
Complainant name and contact information
Course title and CEF registration number (if applicable)
Nature and details of the complaint
Investigation process and findings
Actions taken and resolution date
Complainant's acknowledgement of resolution

All complaint records are kept for a minimum of 5 years and are available for inspection by the Authorities upon request.

5. National Security

Easy Solution HK Limited encourages all course participants to report through this complaint handling mechanism any act or activity relating to CEF Courses that is suspected to have contravened any National Security Law or to be contrary to the interest of national security. Upon receipt of any such complaint or report, we shall promptly notify the responsible parties and immediately report to the relevant law enforcement agencies.

6. Responsible Person

Responsible Person: Lau Ho Yin

Organization: Easy Solution HK Limited

Address: Room 533B, 5/F, Star House, 3 Salisbury Road, Tsim Sha Tsui, Hong Kong

Contact: +852 4423 7445 · [email protected]

7. Access to This Policy

This Complaint Handling Policy is published on our website at enroll.easysolutionhk.com/complaint.html and is accessible to all course participants. A copy is also provided to course participants in writing upon request.