About this Office

Performance Pledges

We are committed to providing efficient services to the public. In this connection, we have drawn up the following performance pledges for service delivery:

Enquiries
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type Service Standard Performance Target
(% of cases meeting standard)
Reply to a written enquiry - Within 5 working days
- Within 10 working days
             95%
             99%
Complaints
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process Service Standard Performance Target
(% of cases meeting standard)
(1) Acknowledge receipt of a complaint - Within 5 working days              99%
(2) Close a complaint case after initial assessment due to jurisdictional restrictions - Within 10 working days
- Within 15 working days
             90%
             99%
(3) Conclude a complaint case(i) - Within 3 months
- Within 6 months
             80%
             99%
Notes
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(i) Factors Affecting Performance

The progress of our case handling depends very much on the cooperation of complainants and organisations under complaint in providing us with adequate and accurate information. Processing time is also affected by the complexity of the cases and the volume of complaints received at the time. Normally, the processing time commences from the date when the complainant has given sufficient information for a prima facie case, consent for releasing and obtaining personal data and in the case of a complainant being a body corporate, proper authorisation of a representative for lodging the complaint with this Office.

Complainants Charter

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