First Meeting (06/03/05)

06/02/05 (Thursday)

I lodged a complaint against the building attendant’s service with Mr. Y.H. Yeung about what happened last night.  I carried my 29-month son back to home around 22:30 and pressed the “CT button” on security access system panel.  The building attendant, sitting on his security post, released door lock through the control button.  However, it did not function and he did not stop trying.  I asked him to come out and open door through the gap of entrance door.  But he ran out from the main door of security room instead of the new door besides him which took longer time. 

06/03/05 (Friday)

Mr. Yeung replied that the Company had complied internal guidelines – building attendant would decide whether they opened door for occupants and it would be depended on the circumstances.    He also accepted the building attendant’s explanation that it would be noisy when moving away the chair to open the door besides him.  I found Mr. Yeung’s reply was unacceptable and had a meeting with Mr. Mak around 17:45.

During the meeting, I pointed out that guidelines must be clearly set as building attendant might be unable to make judgement.  In addition, if the guideline clearly stated that all building attendants should use the new door besides security post when going in and out as it would be faster, then the above situation could be avoided.

I also reflected that service standard of building attendant was not standardized. No matter regular or relieving staff (except the regular night-shift Building Attendant – Mr. Tsang) of Block N rarely opened door for occupants even though the circumstances deemed necessary such as carrying baby with stroller.

Mr. Mak apologized and agreed that Mr. Yeung’s explanation was insufficient.  He also did not know Mr. Yeung replied me in this way .  He would follow up the case.

Second Meeting (06/14/05)

06/14/05 (Tuesday)

Yellow rainstorm signal was hoisted when I was back from the market.  My two hands were occupied with a lot of foodstuff and an umbrella.  I pressed the “CT button”.  As C.Y. Man (文灶賢) had no intention to walk out and released door lock through control panel, I had to spare one hand to pull the door.  I lodged my complaint with Mr. Mak again.

During the meeting, I told him that improvement was observed in the past week.  I wondered why there was discrepancy in the service standard.

Mr. Mak answered me some staff were incooperative.  He had already changed the respective supervisor after last meeting.  He expressed his apology again and promised to follow up.