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MPFA

Performance Pledges

Enquiries & Complaints

ServiceService StandardPerformance Achieved
(2017-18)
(1) Answering hotline enquiries and messages
 
a.Answer hotline enquiries within 3 minutes under normal circumstances (i.e. not more than 600 incoming calls a day)
98.44%
b.Reply hotline voice mail messages within the next working day
100%
(2) Answering written enquiries
 
a.Acknowledge receipt within 3 working days
100%
b.Answer enquiry or provide an interim reply within 10 working days
100%
(3) Acknowledging receipt of complaintsAcknowledge receipt within 3 working days100%

Complaints Investigation (Complaints relating to employers' non-compliance)

ServiceService StandardPerformance Achieved
(2017-18)
(1) Making initial contact with complainant by Case OfficerContact complainant within 7 working days from the date of receiving a complaint99.72%
(2) Responding to enquiries by complainant/complainee on investigation progressInform complainant/complainee of investigation progress within 3 working days99.36%
(3) Informing complainants of enforcement actions on cases involving prosecution
a.Inform complainant of the plea date in writing within 7 working days from the date of receiving Plea Date Notice
100%
b.Inform complainant of prosecution results within 7 working days from the date of receiving court’s decision
100%

Last Revision Date: 01/08/2018