1. Origin

WHO pointed out there about 5 million people in the world dying of tobacco hazard every year. If each country doesn't strengthen the control on tobacco hazard, by the year 2030 deaths caused by tobacco hazard in the world shall reach 10 million each year! According to the research conducted by the National Health Research Institute shows, about 18,000 people die of tobacco hazard in the country each year and smoking causes about NT$36.5 Billion of productivity loss each year. CDC pointed out about 30% of cancer cases are related to smoking or second-hand smoking. Chances of getting cancer under long-term exposure to second-hand smoking environment are 30% higher than normal. And not to mention, the US Environment Protection Agency has already proved in 1993 that second-hand smoking is Class A No.1 cause of cancer.

Starting from January 1, 1992, the Department of Finance has already began collection of tobacco health and welfare surcharge imposing 10% of which for exclusive use on tobacco control work. The funds are used for making relevant tobacco control programs held by the Bureau of Health Promotion which includes establishment of tobacco cessation service network, promotion for Education of Tobacco Hazard Prevention, promotion for public broadcasting and establishment of research control system. And the Service Center for Complaint on Tobacco Hazard is among one of the programs. The Service Center for Complaint on Tobacco Hazard is operated by the Chien Yeh Law Offices which has been entrusted with the tobacco control responsibilities by the Bureau of Health Promotion, DOH. Since its founding in July 14, 2003, in order to effectively resolve the second-hand smoking problems of the people and to protect the personal information of the informers, the center is equipped with a toll-free complaint hotline: 0800-531-531 (May 31 is the World No Tobacco Day) and an email account for complaints: service@0800531531.com.tw to resolve troubles caused by second-hand smoking. At the same time it also assists local health units in implementation of the Tobacco Control Act and effectively repress problems such as illegal tobacco advertisement and promotion so to protect the public from the threat of tobacco hazards.

2. Service Objective

Resolve problems of second-hand smoking for the public. Implement and uphold the Tobacco Control Act. Maintain fellow countrymen's rights to healthiness.

3. Service Contents

1. Set up toll-free complaint hotline 0800-531-531 to handle cases of public complaint on tobacco hazard.
   • Complaint cases of violation against the Tobacco Control Act: cases such as illegal tobacco advertisement and promotion, sale of tobacco to youths under age of 18, locations not abiding by the regulations to prohibit smoking, smokers smoking in locations legally prohibits smoking, etc.
   • Complaint cases unspecified in the Tobacco Control Act: such as second-hand smoking hazards in private offices, workplace or private residence, etc.
   • Relevant consultation concerning the Tobacco Control Act.
   • Re-directional advisory service: such as re-directing smoking cessation case to Quit Smoking Hotline Service Center (0800-63-63-63) and Qui Smoking Clinic (0800-571-571)
2. Provide relevant consultancy to victims of tobacco hazard and provide assistance in lawsuits against tobacco hazard.
3. Establish cooperative network with local health bureaus, enhance local volunteers' participation of NGO and together implement and uphold the Tobacco Control Act.

The Service Center for Complaints has received 898 complaint cases since establishment on July 14, 2003 until the period up to October 31 , 2004. Among them, legally identified cases with evidence such as smoking in non-smoking area, violation against the Act for not having separate non-smoking and smoking area and others, 708 cases in total (which is 76% of all complaint cases) are sent to local health bureaus for investigation and handling. Also, cases unidentifiable legally in private residences and private workplace totaling to190 cases (which is 19% of all complaint cases) are processed through moral education or considered and planned for revision of the law in the title of John Tung Foundation ,Chien Yeh Law Offices and/or its volunteers whom are important people. Other special cases total up to 52 (which is 5% of all complaint cases).

Also, the Center has appointed Director YAO, Si-Yuan of the Chinese Culture University College of Law to carry out a research on service satisfaction from October 7-13, 2003. From 114 effective questionnaires, 74.56% of the participants are satisfied of the services provided by the Center.

Currently, the Center is still continuing to uphold the top objectives which are to resolve problems of second-hand smoking for the public, implement and uphold the Tobacco Control Act and to maintain fellow countrymen's rights to healthiness. It provides services to citizens filing complaint cases and assists in the processing of tobacco hazard lawsuits between administrative organs and merchandisers. It also provides relevant consultancy to victims of tobacco hazard and support for tobacco hazard lawsuits. It hopes to achieve the ultimate goal of creating a non-tobacco hazard environment.