
MPFA
Corporate Governance and Corporate Social Responsibility
Code of conduct
MPFA directors are required to declare their interests upon appointment to the Management Board, make timely updates and review the disclosed information on an annual basis.
Directors are also required to disclose any real or potential conflict of interest in a matter under consideration by the Management Board. Particulars of any disclosure are recorded in a register available for public inspection.
MPFA staff must observe the Code of Conduct for Staff, which covers issues like the offer and acceptance of advantages, avoidance of conflicts of interest, declaration of financial interests, etc.
Reporting
Performance pledges
Service
|
Service Standard
|
Performance (2020-21)
|
---|---|---|
(1) Answering hotline enquiries and messages
|
a. Answer hotline enquiries within three minutes under normal circumstances (i.e. not more than 600 incoming calls per day) |
87.12% (Note)
|
|
b. Reply hotline voice mail messages within the next working day |
96.90% |
(2) Answering written enquiries
|
a. Acknowledge receipt within three working days
|
99.99% |
|
b. Answer enquiry or provide an interim reply within 10 working days
|
100% |
(3) Acknowledging receipt of complaints
|
Acknowledge receipt within three working days
|
100% |
Service
|
Service Standard
|
Performance (2020-21)
|
---|---|---|
Making initial contact with complainant by Case Officer
|
Contact complainant within seven working days from the date of receiving a complaint
|
100% |