Ombudsman slams TD over secret toll point shift at harbor crossing

The Office of the Ombudsman has wrapped up a probe into the Transport Department's (TD) opaque handling of a temporary toll booth relocation at the Western Harbour Crossing, urging sweeping changes to boost public clarity and prevent overcharges during maintenance disruptions.

Ombudsman Jack Chan revealed the findings on Friday, spotlighting three driver complaints from February and March 2025 about unexpectedly higher fees when heading southbound toward Hong Kong Island. 

The motorists spotted blank toll displays at the Kowloon entrance with the HKeToll hotline leaving the public void of answers, fueling gripes about the department's sneaky switch without warning.

The investigation uncovered that the department had paused the main southbound toll point from January to March due to road repairs, rerouting collections to a backup spot near the Hong Kong Island exit—about two kilometers away, far exceeding the standard 200-meter gap at other tunnels. 

This shift created timing quirks that bumped up charges for some vehicles in the handover window, while frontline staff fumbled location details, leaving callers in the dark even a month into the change.

Chan highlighted the department's half-hearted fixes, like simply powering down info screens to signal downtime, as woefully inadequate. 

He also faulted the lack of upfront briefings and training for hotline operators, underscoring a broader neglect in keeping the public looped in on operational tweaks.

In response, the department has rolled out quick wins: eye-catching banners on the HKeToll website and app, plus alerts via its own site, the HKeMobility app, and roadside signs. 

Inactive displays now flash relocation notices instead of going dark.

Toll service managers face mandates for beefed-up staff drills to handle queries smoothly.

The report lays out nine targeted fixes, from tracking contractor upgrades for better info flows to routine checks on new protocols, brainstorming snappier alert methods, and syncing with agencies like the Electrical and Mechanical Services Department. 

It also calls for tighter oversight of hotline vendors, with crystal-clear pre-relocation rules baked into their playbooks. 

The department has greenlit and kicked off every suggestion, vowing to clamp down on future fog around toll tweaks.