The CCAC launched a booklet about ombudsman’s functions on the theme of “Filing Rational Complaints & Improving the Systems”, where it introduces the ombudsman’s work in detail to residents through a rich variety of pictures and text. The booklet features topics such as the scope of the complaints services, differences between administrative illegality and maladministration, points to note on filing a complaint, complaints procedures, the principle of confidentiality, complaints channels and case sharing, so as to encourage the public to optimise the use of the complaints system to protect legitimate interests and urge better governance as well as to allow them to understand the practical functions of the CCAC in the ombudsman’s work.