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|
| Vision and Mission | Organisation Structure | Service Areas | 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* |
|
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
|
|
638 (57.32%) |
|
Cases Concluded |
|
| |
Less than 3 months (target : 60%)
|
Within 3-6 months (target : 40%) |
More than 6 months |
|
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 |
|
|
