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Participating Malls

(in alphabetical order)

+WOO

8½

ac

AIRSIDE

Belvedere Square

Caribbean Square

Central Market

Centre de Laguna

Citylink Plaza

D2 Place ONE

D2 Place TWO

DB Plaza

EMax

Fortune City One

Fortune Metropolis

Hampton Loft

Hanford Plaza

Harbour North

HomeSquare

iSQUARE

Jubilee Square

Laguna Plaza

Landmark North

Lee Gardens Area *

Lee Tung Avenue

Luk Yeung Galleria

Ma On Shan Plaza

MCP ONE

Metro Town Shopping Mall

Metroplaza

MOKO

MOS Centre

Nan Fung Place

New World Tower

Nina Mall 1&2

Ocean Walk

Oi Tung Shopping Centre

Paradise Mall

Peak Galleria

Plaza88

Sheung Shui Centre Shopping Arcade

Smartland

Soundwill Plaza II - Midtown

Sun Tuen Mun Shopping Centre

The Mills

The Whampoa

TKO Plaza

tmtplaza

Tsuen Wan Plaza

Uptown Plaza (Shopping Arcade)

V Walk

Yu Chui Shopping Centre

*Lee Gardens Area includes 9 shopping malls: Hysan Place, Lee Garden One, Lee Garden Two, Lee Garden Three, Lee Garden Five, Lee Garden Six, Lee Theatre Plaza, Leighton Centre, One Hysan Avenue.

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Elderly and young employees working together helps pass on the skills and experiences of customer services

+WOO

12-18 Tin Yan Road, Tin Shui Wai ∣ www.fortunemalls.com.hk

Equipped with a children playground to promote intergenerational harmony

Age-friendly practices

Environment

  • The ramps at the mall entrances allow easy access for the disabled
  • The electronic display boards in the mall provide information for customers from different age groups
  • The mall is divided to different zones such as education and household products which facilitate customers to locate suitable products and services easily
  • The mall is equipped with a children playground catering to the needs of families

Measures

  • Parent-child activities are held regularly. Customers of all age and their pets are welcome to the rooftop garden
  • Job opportunities are offered to people of different ages. Senior employees experienced in customer services share the skills and tips with young colleagues
  • The mall’s tenant mix caters to the needs of all ages. The mall will also assist different parties in organising events and activities for customers of different ages

Training has been provided to staff to improve their understanding of specific customer groups

8½

388 Castle Peak Road, Tsuen Wan ∣ www.eightandahalf.com.hk

Quality service in an age-friendly environment

Age-friendly practices

Environment

  • Safe ramps and automatic doors are available at the entrance on Castle Peak Road
  • Designated parking space is available for people with mobility disabilities on the 2nd floor of the car park
  • The mall is equipped with lifts and escalators
  • Accessible restrooms are available for wheelchair users and those with reduced mobility
  • Easy-to-read signage and facility information are available at prominent locations in the mall

Measures

  • Training has been provided to staff to improve their understanding of specific customer groups, such as assistance that senior citizens may need due to reduced hearing, vision, mobility, or cognitive skills
  • Visitors of all ages are treated with respect and provided with professional and high-quality customer service
  • Staff proactively pay attention to the needs of visitors and provide immediate and appropriate assistance when needed

Appropriate and safe ramps are provided as an alternative to stairs

Aberdeen Centre

13-23 Nam Ning Street, Aberdeen ∣ www.achongkong.com

Some tenants specialise in providing products and services for the elderly

Age-friendly practices

Environment

  • A softer tone has been used when designing interior spaces and lighting
  • Corridors and passages have sufficient space for all visitors
  • Lifts, escalators and barrier-free restrooms are available
  • Safe ramps are provided as an alternative to stairs for wheelchair users and those with reduced mobility
  • Adequate signage are placed prominently at main entrances and exits, providing information in large fonts at proper eye level

Measures

  • Wheelchair rental service is available
  • Staff proactively pay attention to the needs of visitors and provide information about the mall and assistance
  • Some tenants offer products and services tailored to the needs of the elderly

Air and water quality in the mall is enhanced, indoor lighting and temperature are adjusted based on various green building standards

AIRSIDE

2 Concorde Roade, Kai Tak ∣ www.airside.com.hk

An inclusive space with reference to international indicators

Age-friendly practices

Environment

  • Barrier-free design has been incorporated into the mall with reference to the Design Manual "Barrier-Free Access 2008 (2021 edition)” of the Buildings Department
  • Air and water quality in the mall is enhanced, indoor lighting and temperature are adjusted based on the green building standards such as BEAM Plus, Leadership in Energy and Environmental Design (LEED) and WELL
  • Clear signage with graphics have been set up in the mall
  • Electronic directory is available which help customers search for the information they needed

Measures

  • Adhering to the customer-oriented principle, the staff are provided with training on "diversity & inclusion" to help them understand the needs of different customer groups
  • The shopping mall management system complies with the ISO 45001:2018 standard
  • Training on Safety Management System (SMS) is provided for all staff
  • Resources for emergency are adequate, such as automated external defibrillator (AED) and first aid kits in the mall
  • Frontline staff are well trained and with first aid certificates

Comfortable seating and resting areas are available

Belvedere Square

530-590, 620 and 625, Castle Peak Road, Tsuen Wan ∣ www.fortunereit.com/belvedere_square.html

A cosy and relaxing space for people of different ages

Age-friendly practices

Environment

  • Lever-type door locks and door handles are available for people whose fingers are less flexible
  • No-touch sanitary products such as electronic sensor flushing systems, faucets and hand dryers are installed to cater to the needs of different people
  • Barrier-free passages are equipped with handrails; Braille is available on the wall, ground and handrails to assist the visually impaired in identifying directions
  • Electric glass doors allow easy access for the visitors
  • Information counter adopts a low-leveled design to facilitate wheelchair users
  • Comfortable seating and resting areas are available

Measures

  • Regular training is provided to staff to improve their ability to cope with accidents and emergencies
  • Customer service staff pay attention and listen to the needs of customers
  • Special support is provided to the newly joined elderly staff to help them integrate and adapt to the working environment

Automatic doors have been built on the passages to the barrier-free restrooms

Caribbean Square

1 Kin Tung Road, Tung Chung ∣ www.fortunereit.com/tc/caribbean_square.html

Multi-pronged approach to create barrier-free space

Age-friendly practices

Environment

  • Lifts, escalators and barrier-free restrooms are available in the mall
  • Automatic doors have been built on the passages to the barrier-free restrooms
  • Notice boards and fences will be placed next to the hoardings during renovation works to avoid accidents

Measures

  • Staff pay attention to the needs of visitors and provide information and assistance
  • Customer service counter is prominently located at the entrance and exit
  • Reminders are placed in work stations to encourage the staff to provide professional and heart-warming customer services
  • Tenant mix caters to the needs of people of different ages, including supermarkets, Chinese and Western medicine clinics and musical instrument stores

The rectangular design of atrium on the ground level enhances indoor air circulation in the market providing a great venue for organising different events

Central Market

93 Queen's Road Central and 80 Des Voeux Road Central, Central ∣ www.centralmarket.hk

Connect the community and build an inclusive society

Age-friendly practices

Environment

  • Gender-friendly restrooms and barrier-free restrooms are available
  • Equipped with automatic doors, lifts and escalators
  • Adequate signage have been placed prominently at main entrances and exits, clearly indicating the locations of accessible entrances, lifts and escalators
  • The rectangular design of atrium on the ground level enhances indoor air circulation in the market
  • Tactile guide paths, barrier-free passages and facilities are available to facilitate the visually impaired

Measures

  • An age-friendly management culture is introduced. Visitors and employees of all ages are treated with respect
  • Diverse merchants suitable for all ages are introduced and a wide range of activities are organised
  • Discounts or specific shopping arrangements for customers of different age groups are arranged, such as the "$2 Elderly Mini Fair” held during the Mid-Autumn Festival

A spacious corridor with sufficient lighting provides a comfortable and convenient environment for the visitors

Centre de Laguna

93 Cha Kwo Ling Road, Kwun Tong ∣ www.fortunemalls.com.hk

Regular training for staff to support different customer groups

Age-friendly practices

Environment

  • Corridors are spacious and barrier-free, with a neat design and sufficient lighting
  • Barrier-free restrooms are available for wheelchair users and the elderly
  • Clear signage are set up in prominent locations to guide visitors to the restrooms
  • The mall is considering to increase the resting areas for those in need

Measures

  • Different training courses are arranged for staff, such as seminars on quality service with practical examples to show how to cope with different customer groups, so as to provide support to staff and enhance their communication skills
  • The "Service Excellence Recognition Scheme 2022" was organised to recognise staff with outstanding customer services with reference to the customer appreciation letters and ratings among staff, which can also encourage the team to sustain the exceptional services

Training is provided to staff to enhance their ability to cope with accidents and emergencies

Citylink

1 Sha Tin Station Circuit, Sha Tin ∣ www.citylinkhk.com

Training to enhance staff’s agility

Age-friendly practices

Environment

  • Automatic doors, lifts and escalators are available at main entrances and exits
  • Appropriate and safe ramp is provided as an alternative to stairs at locations connecting adjacent shopping malls
  • Accessible restrooms are equipped with automatic doors for easy access
  • Directional signs with simple graphics are set up in prominent locations at suitable eye level in the mall
  • Information counters are with different heights to provide a better experience for wheelchair users

Measures

  • Regular training is provided for staff to improve their ability to cope with accidents and emergencies
  • Wheelchairs, reading glasses and magnifiers are available for people in need. Service of blood pressure measurement is also offered

Markets with different themes are held on weekends, which are suitable for customers of different ages

D2 Place One

9 Cheung Yee St, Lai Chi Kok ∣ www.d2place.com

Rooftop garden provides an inclusive environment for families with seniors and kids

Age-friendly practices

Environment

  • Spacious passages and designated lifts facilitate the wheelchair users
  • Lifts are equipped with Braille on lift buttons to facilitate the visually impaired
  • Adequate signage are available on each floor to indicate the directions to escalators and lift lobby
  • Lifts, barrier-free restrooms and nursery rooms are available

Measures

  • Handicraft markets with various themes, catering for customers of different ages are held on weekends
  • Parent-child activities are held regularly. Customers of all ages and their pets are welcome to the rooftop garden
  • A wide range of restaurants cater to people of different ages

Barrier-free restrooms are available which cater to the needs of different people

D2 Place Two

15 Cheung Shun Street, Cheung Sha Wan ∣ www.d2place.com

Free entertainment facilities for the public

Age-friendly practices

Environment

  • Lifts with Braille on lift buttons are available to facilitate the visually impaired
  • Spacious design with ramps in most passages allow easy access for wheelchair users
  • Barrier-free restrooms are available
  • Adequate signage are available on each floor to indicate the directions to escalators and lift lobby
  • Resting seats are available for those in need

Measures

  • Staff proactively pay attention to the needs of visitors and provide information and assistance
  • The mall has children's clothing stores, toy stores and parent-child restaurants which cater to the needs of families
  • Free electronic games are available for people of different ages
  • The mall is planning to provide designated lifts for wheelchair users and introduce more parent-child restaurants

Green zone and resting areas are provided for those in need

Discovery Bay

1 Discovery Bay Road ∣ www.visitdiscoverybay.com/tc/shops/#dbplaza

Elderly and kids to have fun with their pets

Age-friendly practices

Environment

  • Lifts and barrier-free access are available for those in need
  • Clear signage are available in prominent locations to provide information of facilities
  • Barrier-free restrooms and nursery rooms are provided to cater to the needs of different people
  • Resting seats are available for those in need

Measures

  • Training is provided to staff of information desk to enhance the quality of customer service
  • Staff of the information desk proactively and patiently respond to the customers’ enquiries, providing information on the locations of different shops, discounts and transportation in the area
  • The mall plans to carry out renovation works by phases to provide a more comfortable environment for the customers

Customer service desk is located in the lobby on the ground floor. Customer service assistants are on duty on each floor to provide assistance to visitors

Kowloon Bay International Trade and Exhibition Centre

1 Trademart Drive, Kowloon Bay ∣ www.emaxhk.com

Offers a wide range of shops and trade fairs

Age-friendly practices

Environment

  • The lighting facilities are with sufficient light intensity. The glass ceiling at the atrium allows abundant sunlight to shine the mall at day time
  • Entrances of restrooms are marked with large symbols to distinctly indicate their locations
  • Different types of signage, including ceiling signboards, floor signboards and electronic displays are available at prominent locations on each floor

Measures

  • Customer service desk is located in the lobby on ground floor; customer service assistants are on duty on each floor to provide assistance to visitors
  • The diverse tenant mix of the mall meets the needs of all ages, including children’s playground, cinema, different types of retail stores and restaurants
  • Trade fairs with different themes are organised, such as health activities, environmentally-friendly DIY fair, handicraft market which offer discounts and cater to the needs of customers of different ages

The mall’s entrance and exit are close to public transportation station

Fortune Malls

Ngan Shing Street, Sha Tin ∣ www.fortunemalls.com.hk

Located at transportation hub with easy access

Age-friendly practices

Environment

  • The mall is located near the public transportation and is easily accessible
  • Ramps, automatic doors and tactile guide paths are available which facilitate the visually impaired and the disabled
  • Indoor area, fully utilising the natural light, is with sufficient lighting
  • Seats are available in different corners of the mall providing a comfy and relaxing space for visitors
  • Anti-slip tapes are installed on the floor to enhance safety

Measures

  • Regular training on emergencies and customer service are provided to staff
  • Feedback from visitors are collected regularly and enquiries and comments of customers are handled in a timely manner
  • The mall’s diverse tenant mix offers products and services tailored for the needs of customers of all ages

Stairs, barrier-free passages and tactile guide paths for the visually impaired are available to cater to the needs of different people

Fortune Metropolis

6 Metropolis Drive, Hung Hom ∣ www.fortunemalls.com.hk

Take care of the safety and needs of all customers

Age-friendly practices

Environment

  • Barrier-free restrooms and automatic doors are available on each floor
  • Barrier-free access and customer service counters are located at the main entrances and exits
  • Adequate safety measures are carried out during renovation works to avoid accidents
  • More handrails will be installed in the mall to facilitate the people with reduced mobility

Measures

  • Training videos on “Customer service”, “The Club” and “Technicians” are launched to improve the customer service skills and quality of services
  • The "Service Excellence Recognition Scheme 2022” under the theme of “professional attitude and sincere service” was organised to recognise the staff with outstanding customer service and encourage the team to sustain the exceptional services

Clear signage and directories are placed in prominent locations

Hampton Loft

11 Hoi Fan Road, Tai Kok Tsui ∣ www.fortunemalls.com.hk

Equipped with clear signage and directories

Age-friendly practices

Environment

  • Barrier-free passages are available to facilitate wheelchair users
  • Barrier-free restrooms with automatic doors are available
  • During typhoons and rainstorms, signboards and clear instructions will be placed in prominent locations

Measures

  • A Service Excellence Committee has been set up and training videos series on"Tips on Excellent Service" and "Anti-pandemic Tips" have been launched to assist staff in improving customer service skills
  • The "Service Excellence Recognition Scheme 2022" under the theme of “professional attitude and sincere service” was organised to recognise the staff with outstanding customer service

Regular training is provided to staff to improve their ability to cope with accidents and emergencies

Hanford Plaza

333 Castle Peak Road, Tuen Mun ∣ www.tuenmunmtrmalls.com

Staff attentive to customers’ needs and provide assistance

Age-friendly practices

Environment

  • Barrier-free restrooms with automatic doors are available
  • Restrooms are marked with large and easily comprehensible symbols in contrasting colour
  • Accessible entrances with clear signage showing the routes
  • Clear signage in prominent locations and at suitable eye level are available to indicate routes to entrances and exits , as well as facilities
  • Public spaces and walkways are spacious, smoothly paved and easy to identify
  • Lighting should be bright enough to ensure that visitors can clearly identify the environment and perform activities safely

Measures

  • Regular training is provided to staff to cater to the needs of different customer groups and improve their ability to cope with accidents and emergencies
  • Staff pay attention to the needs of customers and provide immediate assistance
  • Lending service of wheelchairs, strollers, umbrellas, sewing kits, baby diapers etc. is available

The mall emphasises customer experiences. Regular training is provided to staff and value-added services are offered to meet the needs of different age groups

Harbour North

123 Java Road, North Point ∣ www.harbournorth.com.hk

More than 50 value-added services to meet the needs of different people

Age-friendly practices

Environment

  • Lighting are bright enough
  • The mall is always with good air ventilation and kept at a moderate temperature
  • The electronic directory assists the customers in quickly identifying shop locations and other information
  • Clean and neat restrooms are available in convenient and accessible locations; floors are kept dry and level
  • Self-service disinfection stations and other disinfection facilities are provided

Measures

  • A range of professional trainings are provided to staff and mobile apps are used for training
  • More than 50 value-added services are available, including provision of masks, disinfectant tissues first aid kits and baby diapers, reheating baby food, bottle warming, as well as lending of strollers

Activities are held for customers of different ages regularly to promote intergenerational and social harmony

HomeSquare

138 Sha Tin Rural Committee Road ∣ www.homesquare.com.hk

Touch-free lift buttons for visitors’ health and convenience

Age-friendly practices

Environment

  • Dedicated parking spaces are available for the disabled
  • Lift buttons are touch-free with simple design
  • Customer Service Desk is located at a prominent spot near the entrance, with lending service of walking stick, magnifiers, adult diapers, and etc
  • Anti-slip floor will be installed at main entrance

Measures

  • Activities are organised for customers of different ages regularly, including parent-child concerts and workshops, elderly homes visits and festive giveaways, to promote intergenerational and social harmony
  • Reminders are placed in the work stations to encourage the staff to provide professional and heart-warming customer services
  • Online training courses related to elderly issues are arranged to staff to enhance their understanding on the elderly
  • Comprehensible guidelines are provided to help staff deal with accidents and emergencies, such as people trapped in lift and explosives handling

Simple and clear notices and signboards are placed in prominent locations

iSQUARE

63 Nathan Road , Tsim Sha Tsui ∣ www.isquare.hk

Multi-pronged measures to build an age-friendly environment

Age-friendly practices

Environment

  • An open design without glass is adopted at the main entrance
  • Simple and clear notices and signage are placed in prominent locations and at proper eye level
  • Lifts and escalators are available
  • Ramps are provided as an alternative to stairs to facilitate the elderly and wheelchair users
  • Barrier-free restrooms are available on several levels of the mall
  • Tactile signboards are installed to facilitate the visually impaired

Measures

  • Regular training and drills are provided to the staff to enhance their resilience
  • Staff are stationed at the main entrances and exit to provide information to customers in need
  • Microphones and speakers are installed at the concierge counter at the lobby, facilitating communication between customers and customer service staff
  • Lending service for wheelchairs and umbrellas is available

Staff proactively pay attention to the needs of visitors and provide information and heart-warming services

Jubilee Square

2-18 Lok King Street, Fo Tan ∣ www.fortunemalls.com.hk

Handrails on each level to cater to those in need

Age-friendly practices

Environment

  • Barrier-free restrooms are available to cater to the needs of different visitors
  • Ramps is available on the ground floor facilitating wheelchair users
  • Staircases on each floor are equipped with handrails and each step are of an appropriate height
  • Glass doors at the entrances are marked with decorative stickers to avoid accidents
  • Comfortable seats are available on different levels for visitors to relax

Measures

  • Staff proactively pay attention to the needs of visitors, and provide information and appropriate assistance
  • A wide range of shops are available in the mall catering to the daily needs of people of different ages

Comprehensive safety measures are carried out during renovation works

Laguna Plaza

88 Cha Kwo Ling Road, Kwun Tong ∣ www.fortunemalls.com.hk

Recognition scheme to motivate staff to provide outstanding service

Age-friendly practices

Environment

  • Barrier-free restrooms are available to cater to the needs of people with reduced mobility , wheelchair users and the elderly
  • Comprehensive safety measures are carried out during renovation works to avoid accidents

Measures

  • The Service Excellence Committee launched a series of "Tips on Excellent Service" and training videos, including “Customer service”, “The Club” and “Technicians” to improve the customer service skills and quality continuously
  • The "Service Excellence Recognition Scheme 2022" under the theme of “professional attitude and sincere service” was organised to recognise the staff with outstanding customer service and encourage them to sustain the exceptional services to meet customer expectations and improve customer satisfaction

The mall caters to the needs of different age groups with a comfortable and spacious environment and diversified customer services

Landmark North

39 Lung Sum Avenue, Sheung Shui ∣ www.landmarknorth.com.hk

Heart-warming services cater to the need of different customer groups

Age-friendly practices

Environment

  • A comfortable and spacious environment is provided which enhances customers’ shopping experience
  • Large screens is available in the atrium of the mall providing customers with diversified entertainment, information of events and special offers
  • The outdoor terrace garden on the 5/F provides an open area for the customers to enjoy alfresco dining or rest under a natural atmosphere
  • Clear notices and signage are installed

Measures

  • A variety of caring customer services are available, including provision of free raincoat and hot water, reheating baby food and bottle warming, and lending service of umbrellas, strollers, wheelchairs, chargers and hearing aids, etc

Barrier-free restrooms, audio and tactile maps are available

Lee Gardens*

Lee Gardens, Causeway Bay ∣ www.leegardens.com.hk

Collaborate with Hong Kong Association of Gerontology on staff training to enhance service

Age-friendly practices

Environment

  • A warm and soft tone is used for interior design, colour and lighting
  • Barrier-free restrooms, audio and tactile maps are available
  • Restrooms are with sufficient space for the elderly or caregivers
  • Pick-ups and drop-offs at main entrances and exits allow easy access to the customers

Measures

  • The mall cooperates with the Hong Kong Association of Gerontology to provide different training courses to staff which help them enhance the understanding of the elderly, such as early signs of dementia and related communication skills
  • Customers of all ages are treated with respect and provided with professional and exceptional customer service
  • Staff proactively pay attention to the needs of visitors and provide immediate and appropriate assistance

*Lee Gardens consists of 9 shopping malls: Hysan Plaza, Lee Garden One, Lee Garden Two, Lee Garden Three, Lee Garden Five, Lee Garden Six, Lee Theatre Plaza, Leighton Centre and One Hysan Avenue

Various relaxing facilities, such as covered areas and benches are available at the outdoor areas

Lee Tung Avenue

200 Queen's Road East, Wan Chai ∣ www.leetungavenue.com.hk/en/index

Tree-lined pedestrian walkway provides a safe and comfortable relaxing space

Age-friendly practices

Environment

  • Different relaxing facilities are installed in the outdoor recreational areas, such as gazebos, covered areas and benches
  • Various leisure facilities are available at the outdoor area, including pet-friendly public spaces
  • A 200-metre-long, tree-lined pedestrian walkway is available on the ground floor
  • A sky garden is built on the 5th floor
  • Spacious lifts are available to facilitate the people with reduced mobility and wheelchair users
  • Barrier-free restrooms and inclusive parking spaces are available
  • Service counters adopt a low-leveled design
  • Surface of the handrails is made of easy-to-grasp materials to facilitate the elderly

Measures

  • The outdoor open space on the ground floor serves as a great venue for organising different types of markets, parent-child event and age-friendly activities to promote intergenerational harmony

Training courses are provided to staff to help them cope with emergencies

Luk Yeung Galleria

22-6, Wai Tsuen Rd, Tsuen Wan ∣ www.lukyeunggalleria.com

Safety measures are carried out at main entrance to protect visitors

Age-friendly practices

Environment

  • Appropriate and safe ramps are provided as an alternative to stairs at the entrance, with handrails on both sides
  • Automatic doors, lifts and escalators are available on each level and at the main entrances and exits
  • Designated lifts are available for wheelchair users
  • Directional signs are displayed in prominent locations and at suitable eye level to provide information such as entrance and exit routes, restrooms, lifts and information desk locations
  • Restrooms are marked with legible symbols in contrasting colours

Measures

  • Regular staff training on first aid and crisis management are provided to enhance their ability to cope with accidents and emergencies
  • Lending service for wheelchairs is available for those in need
  • Nursery room, parent-child restroom and children's washbasin are available for people in need

The mall is spacious with wide and smoothly paved corridors and walkways

Ma On Shan Plaza

608 Sai Sha Road, Ma On Shan, Sha Tin ∣ www.fortunemalls.com.hk

Priority counter for the elderly to provide efficient services

Age-friendly practices

Environment

  • Main entrances and exits are easily accessible by public transport
  • Public spaces and walkaways are wide and smoothly paved, and the routes are easy to identify
  • Lighting are bright enough to ensure visitors can clearly identify the environment and perform activities safely
  • Adequate and comfortable seats are available

Measures

  • Training is provided for staff to improve their understanding of specific customer groups such as the elderly, as well as enhance their ability to cope with accidents and emergencies
  • Priority enquiry desk is available for the elderly
  • Products and services tailored to the needs of the elderly are introduced and discounts are offered
  • Diversified spaces, facilities and activities are provided to encourage interaction between different generations

Various promotional activities are organised to promote intergenerational harmony, such as “Bring a Book & Share"

Metro City Plaza 1

1 Wan Hang Rd, Tseung Kwan O ∣ www.metrocity1.com

Organise various activities to encourage intergenerational harmony

Age-friendly practices

Environment

  • The roomy corridors and walkways allow easy access for everyone
  • Lifts, escalators, and accessible restrooms are available
  • Dedicated parking spaces are available in the car park to facilitate wheelchair users
  • Indoor air quality monitoring system is installed to ensure high air quality
  • Free shuttle bus service is available on weekends

Measures

  • Various types of promotional activities are organised to promote intergenerational harmony
  • Regular staff training is provided to improve their ability to cope with accidents and emergencies
  • Employees of different ages are encouraged to foster communication and exchange experiences and ideas to further understand the needs of different age groups
  • Diversified products and services are introduced to meet the needs of different people

Escalators and tactile guide paths are available to facilitate the visually impaired

Metro Town Shopping Arcade

8 King Ling Road, Tseung Kwan O ∣ www.fortunemalls.com.hk

People-oriented design to cater to everyone’s needs

Age-friendly practices

Environment

  • The mall connects to the exit of Tiu Keng Leng MTR Station reducing walking distance and time
  • Visitors can reach the public transport interchange through different entrances and exits of the mall
  • Corridors and walkways are wide and spacious
  • Lifts, escalators and barrier-free restrooms are available
  • Lifts are equipped with “Priority to people in need” stickers and buttons in different levels to facilitate wheelchair users and children
  • Safe ramps are provided as an alternative to stairs to facilitate wheelchair users and people with reduced mobility
  • Tactile guiding paths are available to assist the visually impaired
  • Adequate signage are placed prominently at main entrances and exits

Measures

  • Staff proactively pay attention to the needs of visitors and provide information and assistance
  • Lending service for electronic blood pressure monitors, electronic oximeters, magnifiers, etc., is available at the customer service desk
  • Elderly staff are hired for the positions of customer service and safety management with free training provided

The outdoor green recreational area with seats provides a place for visitors to relax

Metroplaza

223 Hing Fong Rd, Kwai Chung ∣ www.metroplaza.com.hk

The first outdoor farm in shopping mall to promote intergenerational communication

Age-friendly practices

Environment

  • The mall is spacious with wide corridors
  • Stairlifts and barrier-free restrooms are available for those in need
  • The outdoor green recreational area provides seats for visitors to relax
  • With the first outdoor farm in shopping mall in Hong Kong, visitors can enjoy the beauty of nature under an urban environment
  • The floor is clean, smoothly paved and spacious. The glass ceiling in the atrium allows natural light to flow in

Measures

  • Different types of stores are introduced to cater to the needs of customers of all ages
  • Different workshops and activities are organised in both indoor and outdoor spaces
  • The mall cooperates with different organisations to organise markets under various themes and pop-up booths

The mall cooperates with the Hong Kong Society for the Blind to train the staff on sight guide technique, to provide assistance to the visually impaired in need

MOKO

193 Prince Edward Road West, Mongkok ∣ www.moko.com.hk

Work with NGO to equip staff to take care of the visually impaired

Age-friendly practices

Environment

  • Anti-slip floor tiles are used in major zones, including the main entrances and exits, and restrooms
  • Barrier-free restrooms are available for wheelchair users and people with reduced mobility
  • Information counters are at different heights to facilitate visitors with different needs
  • Adequate signate and interactive digital directories have been installed to show the locations and routes to barrier-free entrances, lifts and escalators
  • Warning signs in contrasting colours are used at the edge of stairs and escalators
  • Large-scale playground and farm are available to promote the parent-child relationship and intergeneration harmony

Measures

  • Regular training is provided to staff to improve their ability to cope with accidents and emergencies, such as courses on automated external defibrillator (AED)
  • The mall cooperates with the Hong Kong Society for the Blind to train the staff on sight guide techniques, to provide assistance to the visually impaired in need
  • The mall joins hand with the elderly centre (the mall’s tenant) to organise activities to unleash the potentials of the elderly

Passages are spacious and barrier-free which facilitate wheelchair users

Ma On Shan Centre

1 On Chun Street, Ma On Shan ∣ www.nanfung.com/tc/property/hong-kong/mos-centre

Hire seniors and promote elderly employment

Age-friendly practices

Environment

  • Automatic doors are installed at main entrances and exits
  • Barrier-free restrooms are available for wheelchair users and people with reduced mobility
  • Passages are spacious and barrier-free which facilitate wheelchair users
  • Adequate and comfortable seating is available
  • Indoor environment is kept at a moderate temperature with good air ventilation
  • A cosy shopping environment is created with a softer tone in interior design and lighting

Measures

  • Training is provided to staff to enhance their ability to cope with accidents and emergencies
  • An age-friendly management culture is promoted to treat visitors and employees of all ages with respect
  • Job opportunities are offered to people aged 65 or above to welcome retired seniors to rejoin the job market

Customer service desks, slip-resistant carpets and “Caution Wet Floor” signboards are available at entrances and exits

Nan Fung Place

173 Des Voeux Road Central, Central ∣ www.nanfungplace.com

Slip-resistant carpets and signage installed at main entrances to prevent accidents

Age-friendly practices

Environment

  • Slip-resistant carpets and “Caution Wet Floor” signage are installed at entrances and exits. Staff from customer service desk provide immediate assistance to those in need
  • Lifts and barrier-free restrooms are available
  • Appropriate and safe ramps are provided as an alternative to stairs to facilitate wheelchair users and those with reduced mobility
  • Corridors and passages are wide and spacious
  • A cosy shopping environment is created with a softer tone in interior design and lighting

Measures

  • Staff are encouraged to proactively pay attention to the needs of people with reduced mobility and provide timely and appropriate assistance
  • Visitors of all ages are treated with respect to provide professional and high-quality customer service
  • Training is provided to staff to enhance their ability to cope with accidents and emergencies

Stairlift is available for the elderly or wheelchair users

New World Tower

16-18 Queen's Road Central, Central ∣ www.nwd.com.hk/zh-hant/property/lease/new-world-tower

Stairlift is available for those in need

Age-friendly practices

Environment

  • Lifts and stairlift are available to facilitate the elderly and wheelchair users
  • Clear signage and floor number signs are installed at all levels

Measures

  • Concierge counter is available in the lobby with staff providing professional, high-quality, sincere and heart-warming customer services
  • The mall’s diverse tenant mix meets the needs of people of all ages

Customers can take a walk in the “Green at Nina” outdoor organic farm and learn about different plants

Nina Mall Phase 1 and Phase 2

8 Yeung Uk Road, Tsuen Wan ∣ www.chinachemgroup.com

Promote intergenerational harmony through the organic farm

Age-friendly practices

Environment

  • Automatic doors and barrier-free access are available at the main entrances and exits
  • Visitors with reduced mobility have priority in using some of the lifts
  • Lift is equipped with audible signals to indicate door opening/ closing and arrival at different floors
  • Barrier-free restrooms are available. Nursery rooms and nursing rooms are provided on different floors
  • Legible signage in contrasting colours are placed at entrances and exits to show the routes to lifts, barrier-free restrooms and other facilities
  • Lighting in the mall is in a softer tone creating a comfortable environment
  • Warning stickers are fixed at the stairs, together with the “Beware of steps” notice projected from a projector

Measures

  • Information desk is available at the concierge providing services to the elderly, wheelchair users and people with reduced mobility
  • Staff are encouraged to proactively pay attention to the needs of the customers and provide appropriate assistance
  • Frontline staff are trained to use automated external defibrillator (AED) and cope with injuries
  • Diverse activities are organised for customers of different ages, such as coupon redemption and performances
  • In the second phase of the mall, “Green at Nina” is launched to promote organic farming providing spaces for different tenants to grow a variety plants under the concept of “Farm to Table”. Each plant is with a label introducing their details to the customers

Regular training is provided to staff to enhance their ability to cope with accidents and emergencies

Ocean Walk

168-236 Wu Chui Road, Tuen Mun ∣ www.tuenmunmtrmalls.com/tch/ocean-walk-shops

Tactile guide paths in the corridors assisting the visually impaired

Age-friendly practices

Environment

  • Barrier-free restrooms are equipped with automatic doors, marked with large, legible symbols in contrasting colours on the doors
  • Directional signage are displayed with clear and legible signs in prominent locations and at suitable eye level to indicate the routes and locations of facilities
  • Designated passages are available for wheelchair users, and information counters are set at different heights facilitate them
  • Tactile guide paths are installed to facilitate the visually impaired
  • Escalators and automatic doors are available at the main entrances
  • The environment is spacious and cosy with comfortable seats for customers to relax
  • Lighting is bright enough in the mall, even at night
  • Lending service of wheelchairs is available to those in need. The mall is also equipped with automated external defibrillator (AED)

Measures

  • Regular training is provided to staff to enhance their ability to cope with accidents and emergencies

Reminders are placed at the service counter to encourage staff to provide heart-warming services to different customer groups

Oi Tung Shopping Centre

18 Oi Yin Street, Shau Kei Wan ∣ www.linkhk.com/tc/shopCentre/otuxc2

Automatic doors at the main entrances to facilitate different people

Age-friendly practices

Environment

  • Signage is placed prominently at the entrances and exits, clearly indicating the locations of accessible entrances, lifts, escalators and other facilities, as well as the routes to such facilities
  • Automatic doors are available at the main entrances and exits. Weight and design to the doors are convenient to all customers
  • Braille and tactile floor plans are installed to provide guidance to customers in need
  • Escalators, lifts and barrier-free restrooms are available
  • Safe ramps are installed as an alternative to stairs facilitating wheelchair users and those with reduced mobility
  • Corridors and passages are wide providing adequate space for all customers to move around

Measures

  • Regular training is provided to staff to enhance their understanding of different customer groups, and their ability to cope with accidents and emergencies
  • Reminders are placed at the customer service counter to encourage staff to provide heart-warming and high-quality services

Barrier-free passages are equipped with handrails, as well as appropriate and safe ramps which facilitate the people with reduced mobility

Paradise Mall

100 Shing Tai Road, Chai Wan ∣ www.paradise-mall.com.hk

Install warning signs to enhance customer safety

Age-friendly practices

Environment

  • Automatic doors are installed at the main entrances, with lifts and escalators located nearby
  • Handrails have been added at the stairs with appropriate and safe ramps as an alternative
  • Signs have been posted on glass doors to avoid visitors from walking into clear glass
  • Contrasting colours and warning signs are used on edge of stair steps or locations with potential danger
  • Hygienic restrooms are available in convenient and accessible locations on each floor and the floors are kept dry
  • Restroom are marked with large and legible symbols in contrasting colours
  • Barrier-free restrooms are installed with automatic doors to facilitate those in need
  • The environment is relaxing with a softer tone in design and lighting. Seats are available for visitors to take a rest

Measures

  • Customers services counters are with different heights to facilitate wheelchair users
  • The mall’s diverse tenant mix provides a wide range of choices for customers of different age
  • A children's playground is available creating an interactive and pleasant environment to promote intergeneration harmony

An age-friendly management culture is developed and professional training is provided to staff

The Peak Galleria

118 Peak Road ∣ www.hanglungmalls.com/peak-galleria

Training for staff to help those with special needs

Age-friendly practices

Environment

  • Escalators are set at a proper speed
  • Lift is equipped with audible signals to indicate door opening/ closing and arrival at different floors
  • Handrails are set at an appropriate height
  • A softer tone is used for interior spaces and lighting. Indoor environment is kept at a moderate temperature with good air ventilation
  • Public spaces and walkways are spacious and smoothly paved

Measures

  • Training is provided to staff to assist the elderly in need, including those with dementia
  • Staff proactively pay attention to visitors’ needs and provide immediate and appropriate assistance
  • Nursery room and parent-child restroom are available
  • Visitors of all ages are treated with respect and provided with professional and high-quality customer service
  • A suggestion box has been set up to collect feedback from customers of different age groups

The mall advocates an age-friendly management culture and provides regular training to staff of all ages

Plaza88

88 Yeung Uk Road, Tsuen Wan ∣ www.billion.hk

Regular training on customer service provided to staff at different ages

Age-friendly practices

Environment

  • A sky garden is available for people at different ages to relax
  • Lifts, escalators and barrier-free restrooms are available
  • Various slip-resistant tools and first aid facilities are available
  • The mall is spacious and equipped with central air-conditioning
  • Adequate and clear signage are installed

Measures

  • Staff proactively pay attention to visitors’ needs and provide information and assistance
  • The mall advocates an age-friendly management culture and provides regular training to staff of all ages
  • The mall’s diverse tenant mix offers various products and services to meet the needs of customers of different ages, such as tutorial centres and medical centres

The mall’s comfy environment offers relaxing shopping experience and various entertainment activities for people of different ages

Sheung Shui Centre Shopping Arcade

3 Chi Cheong Road, Sheung Shui ∣ www.sheungshuicentre.com

Escalators are equipped with audible signals to remind customers of safety

Age-friendly practices

Environment

  • Stairlift is available to facilitate wheelchair users
  • Barrier-free restrooms are available for wheelchair users and people with reduced mobility
  • Designated parking spaces are available for wheelchair users and people with reduced mobility
  • Audio broadcast is installed at both ends of the escalators reminding customers of safety. The edge of steps is painted with yellow signage to enhance safety awareness
  • Clear signage are installed at prominent locations at the entrances and exits
  • Seats are available for customers to take a rest

Measures

  • Regular training is provided to staff improve their ability to cope with accidents and emergencies
  • Staff proactively pay attention to visitors’ needs and provide information and assistance
  • The mall’s diverse tenant mix caters to the needs of customers of different ages
  • Various types of promotional activities are organised to foster intergenerational harmony

Passages in the mall are spacious and barrier-free catering to the needs of different people

Smartland

36-60 Texaco Road, Tsuen Wan ∣ www.fortunemalls.com.hk

Spacious passages cater to the needs of different visitors

Age-friendly practices

Environment

  • Barrier-free restrooms are available for people with reduced mobility, wheelchair users and the elderly
  • Comprehensive safety measures are carried out during renovation works to avoid accidents
  • Passages are spacious and barrier-free with soft and comfortable lighting

Measures

  • A series of training videos on "Tips on Excellent Service" and "Anti-pandemic Tips" have been launched to continuously improve the customer service skills of staff
  • The "Service Excellence Recognition Scheme 2022" was organised to encourage staff to sustain the exceptional service

Emergency bells are available at the main entrance for customers in need to seek staff’s assistance

Midtown Soundwill Plaza II

1 Tang Lung St, Causeway Bay ∣ www.midtown.com.hk

Emergency bells installed at the entrances to assist those in need

Age-friendly practices

Environment

  • Barrier-free lifts are available with staff nearby to provide assistance to visitors
  • Barrier-free passages and emergency bells are available at the main entrance for customers in need to seek staff’s assistance
  • Stair-free passages from the entrance to shops on each level
  • Lift is equipped with audible signals to indicate door opening/ closing and arrival at different floors
  • Lighting is bright enough and ensure that visitors can clearly identify the environment and perform activities safely
  • Tenants on each level are shown clearly in the directories at the entrance, as well as in lifts

Measures

  • Training on guiding technique and assisting wheelchair users is provided to staff
  • Staff provide assistance and information to customers in need

Automatic doors are installed at barrier-free restrooms and on the passages leading to the restrooms

Sun Tuen Mun Shopping Centre

55-65 Lung Mun Rd, Tuen Mun ∣ www.tuenmunmtrmalls.com

Staff proactively pay attention to customers’ needs and provide assistance

Age-friendly practices

Environment

  • Automatic doors are installed at barrier-free restrooms and on the passages leading to the restrooms which allow easy access for those in need
  • Restrooms are marked with large, legible symbols in contrasting colours
  • Handrails are installed on both sides of the ramps, with slip-resistant strips set at the edge of steps
  • Clear signage are available in prominent locations and at suitable eye level showing routes to entrances and exits and location of facilities
  • Public spaces and walkways are wide and smoothly paved. The routes are easy to identify
  • Seats are available for visitors to take a rest. Indoor environment is kept at a moderate temperature

Measures

  • Regular training is provided to staff to help understand the needs of different customer groups and improve their ability to cope with accidents and emergencies
  • Staff proactively pay attention to the needs of customers, and provide immediate assistance
  • Lending service of wheelchairs, strollers, umbrellas, sewing kits and baby diapers, etc. is available

The mall provides adequate space, with roomy corridors and passages, for visitors to move around

The Mills

45 Pak Tin Par Street, Tsuen Wan ∣ www.themills.com.hk

A range of facilities catering to the needs of different ages

Age-friendly practices

Environment

  • Barrier-free facilities complied with requirements are available, including barrier-free restrooms and lifts
  • Clear guides and signage are available
  • Safe ramps are provided as an alternative to stairs facilitating wheelchair users and people with reduced mobility
  • The mall provides adequate space, with roomy corridors and passages, for visitors to move around
  • A wide variety of products are available in different shops catering to the needs of people of all ages

Measures

  • Heart-warming and high quality customer service is provided by the staff who offer information and assistance to visitors
  • An array of value-added services are offered, including wheelchair lending, taxi hailing and free local calls, etc
  • Regular maintenance is carried out to ensure the barrier-free facilities are under normal operation

The mall offers products and services catering to the needs of different age groups

The Whampoa

6 Shung King Street, Hung Hom ∣ www.thewhampoa.com

Indoor temperature adjusted according to weather to enhance visitor experience

Age-friendly practices

Environment

  • Adequate lighting is available in the mall supported by an efficient lighting system
  • Indoor air-conditioning system is adjusted according to the weather and outdoor temperature
  • Barrier-free access is available at the entrances and exits which facilitates wheelchair users
  • Accessible restrooms are available for wheelchair users and the elderly
  • Regular cleaning of filters and pipes is carried out to ensure the air-conditioning system functions well and the air ventilation is good

Measures

  • The mall is committed to introducing diverse merchants to provide products cater to the needs of different age groups
  • Concierge counters are set up at different locations providing information and timely assistance to customers
  • Disinfectant and sanitary products are provided and regular cleansing is carried out in areas where customers frequently visited

Walkways are spacious with tactile guide paths

TKO Plaza

1 Tong Tak St, Tseung Kwan O ∣ www.tkoplaza.com.hk

Heart-warming services assisting the elderly in need

Age-friendly practices

Environment

  • Walkways are spacious offering a cosy and relaxing shopping space to the customers
  • Seating area is available on the mall’s second floor for customers to take a rest
  • Tactile guide paths and barrier-free restrooms are available on the ground level, first floor and second floor
  • Automatic doors are installed at the entrance on the first floor leading to the footbridge connecting TKO Plaza
  • Clear signage are installed at all entrances, exits and inside the mall

Measures

  • Heart-warming, high quality value-added services are available, including wheelchairs and folding chairs lending, posting services, etc
  • Drills and training are provided to staff each month, enhancing diversified customer and tenant support skills

Elderly people are invited to serve as tour guides and workshop tutors for the “GREENHOUSE” to promote intergenerational harmony

Tuen Mun Town Plaza

1 Tuen Shun Street, Tuen Mun ∣ www.tmtp.com.hk

Training elderly to be tour guides and workshop tutors

Age-friendly practices

Environment

  • Lifts, escalators and barrier-free restrooms are available
  • Adequate and clear signage and directional signs are available
  • The mall provides a spacious, comfortable and relaxing shopping environment
  • The mall’s space planning caters to the needs of people of different ages, providing a wide range of products and services including optical shops, clinics and hairdressers

Measures

  • The first "GREENHOUSE" smart indoor garden in Hong Kong was launched in the mall and invites the elderly to serve as tour guides and workshop tutors in the garden, promoting intergenerational harmony
  • Heart-warming and high quality customer services are provided, including provision of first aid kits, paid lockers, car reservations service; lending of walking sticks, wheelchairs and trolleys; free glass-cleaning paper, raincoats and memo notes, etc

Signage are clear and legible with symbols enlarged and luminous effects added

Tsuen Wan Plaza

4-30 Tai Pa Street, Tsuen Wan ∣ www.tsuenwanplaza.com.hk

Magnifiers for the elderly to assist in reading the mall’s information

Age-friendly practices

Environment

  • Elderly-friendly elements are incorporated into various facilities, such as enlarging the signage and adding luminous effects
  • Adjust temperature and timely to create a cosy indoor environment
  • Seats are available on different levels for visitors to take a rest

Measures

  • The service centre and digital shop directory are equipped with special functions to serve the elderly and people with reduced mobility
  • Magnifiers and hard copy shop guides are available in the customer service centre, tailored to the needs of the elderly
  • Frontline staff pay special attention to those in need
  • An age-friendly management culture is established, with staff of different ages taking up various positions
  • Regular training is provided to staff and exchange of ideas is welcomed to enhance quality of service

An elevator has been installed near Wan Tau Tong Estate facilitating the elderly to go to the mall and MTR station nearby

Uptown Plaza

9 Nam Wan Road, Tai Po ∣ www.uptownplaza.com.hk

Take care of elderly visitors with empathy

Age-friendly practices

Environment

  • The mall participated in the government's "Universal Accessibility Programme". An elevator has been installed near Wan Tau Tong Estate facilitating the elderly to go to the mall and MTR station nearby
  • More signage and directories are set up in different locations in the mall to show the way to MTR station, restrooms and restaurants
  • A new tactile guide path has been installed along the way from MTR station to the barrier-free restrooms in the mall
  • More seats are installed in different locations for customers to take a rest
  • The design of passages emphasises wide, high and bright, to avoid sense of oppression

Measures

  • Staff serve the customers with empathy and handle challenges from the elderly’s perspective
  • Customer service centre provides a wide variety of services to cater to different needs, including lending service of wheelchairs, strollers and first aid kits, provision of nursing towels, diapers, raincoats and sewing kits
  • Diverse tenants are introduced to the mall, including those selling health products, medical centres and Chinese medicine clinics. Labels showing the message of welcoming the use of senior citizen card are displayed in shops
  • Different bazaars and activities are organised in the exhibition area to cater to the needs of different age groups

AI sensors are installed in restrooms to detect motions and sound the alarm in case the restroom user feels sick and falls on the ground

V Walk

28 Sham Mong Road, Kowloon ∣ www.vwalk.com.hk

Smart sensors installed in restrooms to detect accidents

Age-friendly practices

Environment

  • Lifts and escalators are available at different locations. Appropriate and safe ramps are provided as an alternative to stairs
  • Adequate lighting system has been installed in the mall
  • Corridors and passages have sufficient space for all visitors, including wheelchair users to move around
  • The mall is equipped with advanced IoT technology collecting big data and undergoing analysis to keep the indoor environment at a moderate temperature
  • AI sensors are installed in restrooms to detect accidents and sound the alarm in case the restroom user feels sick and falls on the ground

Measures

  • Provide training and seminars to the staff to enhance their understanding of the elderly, such as the early signs of dementia
  • Lending service for wheelchairs or strollers is available
  • The mall put great importance on customer service and collect feedback from different age groups for proper follow-up and improvement

The Jockey Club "Age at home" Gerontech Education and Rental Service Centre is one for the tenants, providing application information on gerontechnology to the elderly and caregivers

Yu Chui Shopping Centre

2 Ngau Pei Sha Street, Siu Lek Yuen ∣ www.linkhk.com

Tenant promotes education and application of gerontech

Age-friendly practices

Environment

  • Braille and tactile floor plans are installed to provide guidance to those in need
  • The main passage is spacious with appropriate and safe ramps as an alternative to stairs
  • Tactile guide paths are installed to facilitate the visually impaired
  • Barrier-free restrooms are available for the wheelchair users and people with reduced mobility
  • Directional signs are displayed in large font and legible symbols in prominent locations and at suitable eye level to provide information such as routes and locations of facilities
  • The Jockey Club "Age at home" Gerontech Education and Rental Service Centre is one of the tenants, providing application information, consultation, guidance and training on gerontechnology for the elderly and caregivers
  • Lending service of wheelchairs is available

Measures

  • Staff proactively pay attention to visitors’ needs and provide information and assistance
  • Regular training is provided to staff to enhance their ability to cope with accidents and emergencies
  • Priority services are provided to those in need, eg priority service counters for the elderly and the disabled