|
Service |
Service Standard |
Performance Achieved
(2019-20)* |
| (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) |
|
96.72% |
|
b. |
Reply hotline voice mail messages within the next working day |
|
94.20% |
| (2) |
Answering written enquiries |
|
|
a. |
Acknowledge receipt within 3 working days |
|
99.98% |
|
b. |
Answer enquiry or provide an interim reply within 10 working days |
|
99.97% |
| (3) |
Acknowledging receipt of complaints |
|
Acknowledge receipt within 3 working days |
100% |
