| 
| Vision and Mission | Organisation Structure | Service Areas | Performance Pledges |
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.
| Service standard | Achievement of Performance Pledges |
Service standard
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 |
Complaints
| |
Standard response time |
Maximum response time |
Initial assessment or
acknowledgement |
Within 5 working days
(target: not less than 80%) |
Within 6 -10 working days
(target: not more than 20%) |
| Cases concluded |
|
|
- Cases outside
jurisdiction
or under restriction |
Within 10 working days
(target: not less than 70%) |
Within 11-15 working days
(target: not more than 30%) |
- Other cases
|
Less than 3 months
(target:
not less than 60%) |
Within 3 - 6 months
(target: not more than 40%) |
Outreach talks
| |
Response time |
| 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
cooperation 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 or 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 2010 to 31 March
2011)
(A) Enquiries
| |
Response Time |
By telephone or in person |
Immediate |
Within 30 minutes |
More than 30 minutes |
12,093 (100%) |
0 |
0 |
|
In writing
|
Within
5 working days |
Within
6-10 working days |
More than
10 working days |
174 (77.7%) |
49 (21.9%) |
1 (0.4%) |
Note : Excluding enquiries on existing complaint.(B) Complaints
| |
Response Time |
Initial
assessment or acknowledgement |
Within
5 working days
(target : not less than 80%)
|
Within
6-10 working days
(target : not more than 20%) |
More than
10 working days |
|
8 (0.2%) |
0 |
|
Cases outside jurisdiction or under
restriction
|
|
Cases Concluded |
Within 10
working days
(target : not less than 70%)
|
Within 11-15 working days (target : not more than 30%) |
More than 15 working days
|
|
171 (14.5%) |
|
|
|
|
Cases Concluded |
Less than
3 months
(target : not less than 60%)
|
Within 3-6 months
(target : not more than 40%) |
More than
6 months |
|
1,050 (24.6%) |
37 (0.9%) |
(C) Outreach talks
| |
Response Time |
Requests for
outreach talks
|
Within 10 working days |
More than 10 working days |
40 (100%) |
0 |
|
