Listen to #Hashtag Hong Kong every Sunday morning at 8.15
Focussing on issues affecting civil society, we'll hear from representatives of NGOs, associations, statutory bodies, and non-profit groups.
(Sundays 8.15am - 8.25am)
As most will know, the law can be complicated, confusing and costly. In Hong Kong, 1.394 million people live at or below the poverty line and that population cannot afford to pay private lawyers’ fees.
We know from the Department of Justice’s 2008 consultancy study on the “Demand for and Supply of Legal and Related Services” that 79% of people in Hong Kong did not know what to do when faced with a legal problem and that 40% of respondents for that survey had a legal problem. Using these numbers, we estimate that the pool of disadvantaged people with a legal problem is 550,000, or thereabouts, and, of those, some 440,000 do not know where to go for help.
And so the fact is that, for HK’s poorest people, the most disadvantaged people, there is a legal access gap. The people we serve are underprivileged and are often also very vulnerable. Typical legal problems include things like family matters, employment and discrimination, education, housing, immigration, criminal matters and sometimes, personal injury, healthcare, probate and of course increasingly online scams.
They extraordinary people face significant disadvantages due to a confluence of factors: the complexity of the legal system, a lack of financial resources and education, cultural and gender access to justice barriers as well as an absence of legal and digital literacy. Language barriers can actually be a major barrier. Limited financial resources restrict people’s access to private legal representation. Lack of education and awareness about their rights further exacerbates the issue they face, making them vulnerable to exploitation and unfair treatment. There are also some systemic biases within the legal system can also disproportionately affect marginalised communities.
The government services and clinics may not always provide interpreters to non-Cantonese or non-English-speaking people, which can really complicate access to information, advice and/or representation. There are also Cultural stigmas around legal action, particularly in family or employment disputes, which can make individuals not seek help early enough, which means there is an over reliance on informal networks rather than the formal legal channels. And all these mean that even if the legal problem is settled for now, the outcome is not legally enforceable and it means thee can be even more problems further down the line. Overcoming these barriers requires comprehensive legal aid, community outreach, and also we would hope for some systemic reforms to ensure equal access to justice.
Hong Kong has limited publicly funded community legal information and advice centres. While the Department of Justice, the legal professional bodies, the Duty Lawyer Service and the Legal Aid Department provide some support, this does not cover all cases. In fact, it also only addresses cases once a person is able to identified and not everyone knows that the problem they have has a legal solution, let alone being able to name it and even to work out what to do about it.
Equal Justice fills this initial void by offering assistance in the early problem identification phases, helping with settlement to avoid stressful and costly court proceedings, linking disadvantaged people to lawyers and helping them throughout their case journey so they are supported, can understand what is going on and can navigate the system well enough to make informed decisions. And why? To ensure that they avoid any further hardship and specifically poverty.
We provide legal first aid - to disadvantaged people - who cannot afford or otherwise access the law and legal support. We empower people and communities with legal education, information, and support, to ensure that justice isn’t just a privilege for the wealthy and well-connected. We give free, face-to-face, tailored legal information and support, and and also refer cases to lawyers and counsellors. So far, we have worked on 3,000 cases, and we’re just 5 years old. Ad the people we help are 50% women, 30% children and 20% men.
When it comes to generalised legal support for Hong Kong’s disadvantaged population, organisations like Equal Justice and university clinics rely heavily on pro bono lawyers. But, demand often outstrips supply, especially for time-intensive cases like child abuse or neglect, intimate partner violence, discrimination and family disputes.
We have partnerships with 100+ amazing law firms and 54+ charities are robust but may not be able to scale given the widespread needs that we are already experienced. And our caseload has increased ~40% each year for the last 3 years, which is quite significant.
In March 2025, rather wonderfully, the HK Bar Association announced that they will be partnering with Equal Justice and 3 other NGOs more closely to bridge the community legal access gap. This is a very welcome endorsement.
The quality of taxi services in Hong Kong has long been a contentious issue, exacerbated in recent years by the rise of internet-hailing ride services and economic downturns. These challenges have significantly impacted the taxi industry, notably seen in the plummeting value of urban taxi licenses from $7.6 million in 2013 to approximately $3.1 million by mid-2024. The financial strain on taxi drivers, who often pay exorbitant rents to taxi owners, has led to diminished service quality and a lack of motivation to meet passengers' expectations.
In response to these issues and resulting public criticisms, the Hong Kong Taxi Council launched a customer service campaign in order to address industry shortcomings and revitalize service standards. This initiative seeks to acknowledge the challenges faced by drivers and demonstrate a commitment to improving service quality. It represents a pivotal moment for the taxi industry, highlighting the urgency for reform amidst declining public confidence and competition from ride-hailing platforms like Uber, which, despite facing legal hurdles, have captured significant market share due to their perceived convenience and competitive pricing.
Challenges of Operating Taxi Services in Hong Kong
Operating taxi services in Hong Kong presents multifaceted challenges, primarily driven by financial burdens and an outdated licensing system that favors a few incumbent owners. High rental costs for taxis directly impact drivers' earnings, leading to dissatisfaction and reduced service standards. The monopolistic nature of the licensing regime further stifles competition and innovation within the industry, hindering its ability to adapt to evolving consumer demands and technological advancements. The industry has also failed to attract young blood and hence most of the drivers are way past the benchmark of old age of 60 years.
The emergence of ride-hailing platforms has intensified competition, exacerbating the plight of traditional taxi services. Uber, despite operating in a legal gray area, has attracted a sizable customer base seeking more efficient transportation alternatives. This underscores the growing preference for flexible, technology-driven services that traditional taxis struggle to match. To remain viable, Hong Kong's taxi industry must confront these challenges head-on, addressing both regulatory barriers and internal operational deficiencies.
Can the Ambassador Campaign Really Help?
The effectiveness of the ambassador campaign hinges on its ability to instill a culture of professionalism and service excellence among taxi drivers. By emphasizing the importance of courtesy and customer satisfaction, the campaign could perhaps rebuild trust and improve overall passenger experience. However, achieving sustainable improvement requires more than just promotional efforts—it necessitates structural reforms and tangible incentives to incentivize drivers towards higher service standards.
Drawing insights from global practices, cities such as Singapore and Dubai, have integrated technology in taxi services. This provides a relevant benchmark for Hong Kong. Technology-enabled booking systems and electronic payments can streamline operations, enhance user convenience and service efficiency. Embracing similar innovations could bolster Hong Kong's taxi industry, making it more competitive and appealing to consumers accustomed to digital solutions.
Improvement Suggestions for the Government and Stakeholders
To foster lasting change, collaborative efforts between the government and industry stakeholders are imperative. Key recommendations are:
1. Reform the Licensing System: Transitioning towards a more competitive licensing framework based on performance metrics could stimulate service improvements. By diversifying ownership and promoting operational transparency, the government can create a more dynamic marketplace conducive to innovation and service quality.
2. Embrace Technological Integration: Expanding digital infrastructure, such as app-based booking systems and cashless payment options, would modernize service delivery and enhance user experience. Initiatives like the government's proposed rollout of premium taxi fleet licenses and e-payment solutions represent positive strides towards technological integration.
3. Promote Public Awareness: Educating consumers about their rights and responsibilities when using taxi services is crucial for fostering mutual respect and improving overall service interactions. Public awareness campaigns can enhance passenger satisfaction and encourage a culture of accountability among drivers.
Hong Kong is an international city renowned for its best of the class transport system. There is no plausible reason why the taxi service cannot be improved to same standards.