| |
Service |
Service Standard |
Performance Achieved
(2007-08) |
| (1) |
Answering telephone enquiries and telephone messages |
Answer a telephone call within 30 seconds, or return call to caller within the next working day if caller cannot get through and leaves a message. |
100%
|
| (2) |
Answering written enquiries |
| A. |
Acknowledge within 3 working days. |
|
100%
|
| B. |
Reply within 10 working days on general issues or send an interim reply within 7 working days if immediate reply is not possible on matters requiring research. |
|
100%
|
| (3) |
Answering enquiries made in person |
Interview walk-in enquirers within 5 minutes. |
100%
|
| (4) |
Complaint acknowledgement |
Send an acknowledgement letter within 3 working days for all cases. |
100%
|
