| Vision and Mission | Organisation Structure | Service Areas | Performance Pledges |

Performance Pledges

Service standard

(A) Enquiries

  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,
6-10 working days

(B) Complaints

  Standard response time Maximum response time
Acknowledgement Within 5 working days
(target: 80%)
6-10 working days
(target: 20%)
Initial assessment for cases outside jurisdiction or under restriction Within 10 working days
(target: 70%)
11-15 working days
(target: 30%)
Conclusion of cases Within 3 months
(target: 60%)
3-6 months
(target: 40%)

(C) Group visits and talks

  Response time
Requests for guided group visits Within 5 working days
Requests for talks Within 10 working days

 

Factors Affecting Performance :
An investigation is not just a process of analysing and assessing complaints and responses received from the organisations. It is an active process of evidence collecting, as well as thorough logical probing until the facts are established for judgment. The progress of our investigation depends very much on the co-operation of complainants and complainee organisations 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 all relevant information, consent for releasing/obtaining personal data and proper authorisation for lodging the complaint with this Office (in the case of a body corporate or a representative).

 

Achievement of Performance Pledges (1 April 2005 to 31 March 2006)

(A) Enquiries

 
Response Time

Number of enquiries made by telephone or in person

Immediate
Within 30 minutes
More than 30 minutes
14,492 (100%)
0
0
Number of enquiries made in writing
Within 5 working days
Within 6-10 working days
More than 10 working days
207 (99.0%)
2 (1.0%)
0

Note : The above figures exclude enquiries on existing complaint cases.

(B) Complaints

 
Response Time

Initial Assessment and Acknowledgement-

Within 5 working days (target : 80%)

Within 6-10 working days (target : 20%)
More than 10 working days
Number of cases initially screened and acknowledged*

3,589 (99.75%)

8 (0.22%)
1 (0.03%)

* Excluding potential complaint cases and cases which are outside jurisdiction or under restriction.

Cases Concluded

Cases Outside Jurisdiction or Under Restriction

Within 10 working days (target : 70%)

Within 11-15 working days (target : 30%)

More than 15 working days

455 (40.88%)

638 (57.32%)

 20 (1.80%)


Cases Concluded

Other Cases

 

Less than 3 months (target : 60%)

Within 3-6 months (target : 40%)
More than 6 months

1,545 (56.00%)

1,131 (40.99%)
83 (3.01%)

(C) Group Visits and Talks

 
Response Time

Number of requests for guided group visits

Within 5 working days
More than 5 working days
42 (100%)
0
Number of requests for outreaching talks
Within 10 working days
More than 10 working days
8 (100%)
0