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MPFA

Performance Pledges

Enquiries & Complaints

ServiceService StandardPerformance Achieved
(2018-19)
(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)
98.93%
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

ServiceService StandardPerformance Achieved
(2018-19)
Making initial contact with complainant by Case OfficerContact complainant within 7 working days from the date of receiving a complaint100%

Last Revision Date: 23/05/2019