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
| 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
| 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
| (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 on 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. |
