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Performance Pledges

Enquiries & Complaints

ServiceService StandardPerformance Achieved
(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)
b.Reply hotline voice mail messages within the next working day
(2)Answering written enquiries
a.Acknowledge receipt within 3 working days
b.Answer enquiry or provide an interim reply within 10 working days
(3)Acknowledging receipt of complaints
Acknowledge receipt within 3 working days100%
*In view of the COVID-19 pandemic, MPFA implemented special work arrangement by making reference to the Government’s disease preventive measures to reduce social contact and limited public enquiry service was provided during the period from late January 2020 to end of March 2020.

Complaints Investigation

ServiceService StandardPerformance Achieved
Making initial contact with complainant by Case OfficerContact complainant within 7 working days from the date of receiving a complaint99.98%

Last Revision Date: 22/06/2020