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.
| type | Standard response time | Maximum response time |
|---|---|---|
| By telephone or in person | Immediate | For complicated enquiries, within 30 minutes |
| In writing | Within 5 working days | For complicated enquiries, within 6 – 10 working days |
| process | Standard response time | Maximum response time |
|---|---|---|
| Acknowledgement | Within 5 working days | Not applicable |
Cases concluded
|
Within 10 working days Less than 3 months |
Within 11 – 15 working days Within 3 - 6 months |
| type | Response time |
|---|---|
| Request for talks | Within 10 working days |
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.
