| |
|
|
|
|
(1)
|
Answering hotline enquiries and messages
|
|
a.
|
Answer hotline enquiries within 3 minutes under normal circumstances*
|
|
97.99%
|
|
b.
|
Reply hotline voice mail messages within the next working day
|
|
100%
|
|
(2)
|
Answering written enquiries
|
| a. |
Acknowledge receipt within 3 working days |
|
99.95%
|
|
| b. |
Answer general enquiries within 10 working days |
|
100%
|
|
| c. |
Provide an interim reply within 10 working days for enquiries requiring more processing time |
|
99.12%
|
|
(3)
|
Complaint acknowledgement
|
Acknowledge receipt within 3 working days
|
100%
|
