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Chapter 8 Appendices

Appendix C Performance Pledge

In 2017/18, we achieved/surpassed all performance targets in our 34 job areas. The full list of our performance targets for 2018/19 are also set out in the table below.

The level of service we provide is influenced to some extent by exceptional circumstances and workloads during peak periods. The following table takes these factors into account and sets out the standard service delivery times we aim to achieve for a wide range of services.

Description

Service Delivery Standard for 2017/18

Performance Target (% meeting service standard) for 2017/18

Actual Average Performance in 2017/18

Service Delivery Standard (Performance Target in Bracket) for 2018/19

Processing of Broadcasting Service Licence Applications
Non-domestic Television Programme Service/Other Licensable Television Programme Service

4 months

100%

No new case

4 months (100%)

Processing of Telecommunications Service Licence Applications

Mobile Radio System Licence

 

 

 

 

Establishment of a new system

38 working days

98%

100%

38 working days (98%)

Relocation / Addition of base station

32 working days

98%

100%

32 working days (98%)

Addition of mobile station

For stations of taxis

5 working days

99%

100%

5 working days (99%)

For other stations

8 working days

99%

100%

8 working days (99%)

Replacement of mobile station equipment

For stations of taxis

5 working days

99%

100%

5 working days (99%)

For other stations

8 working days

99%

100%

8 working days (99%)

Replacement of base station equipment

8 working days

99%

100%

8 working days (99%)

Issue of licence

8 working days

99%

100%

8 working days (99%)

Radio Dealers Licence

4 working days

99%

100%

4 working days (99%)

Industrial Scientific and Medical Electronic Machines Licence

5 working days

99%

100%

5 working days (99%)

Radiodetermination and Conveyance of Commands, Status and Data Licence

5 working days

99%

100%

5 working days (99%)

Satellite Master Antenna Television Licence

11 working days

98%

100%

11 working days (98%)

Ship Station Licence

9 working days

99%

100%

9 working days (99%)

Amateur Station Licence

9 working days

99%

100%

9 working days (99%)

Self-provided External Telecommunications System Licence

26 working days

99%

No new case

26 working days (99%)

Services-based Operator Licence – Class 1 and Class 2 Services

14 working days

98%

100%

14 working days (98%)

Services-based Operator Licence – Class 3 Services

13 working days

99%

100%

13 working days (99%)

Processing of Certificate and Endorsement Applications under the International Convention on Standards of Training, Certification and Watchkeeping for Seafarers (STCW Convention)

Global Maritime Distress and Safety System (GMDSS) Certificate and Endorsement

5 working days

95%

100%

5 working days (95%)

GMDSS Certificate of Equivalent Competency and Endorsement

5 working days

95%

100%

5 working days (95%)

Investigation of Radio Interference

Interference on commercial services

Investigation within 6 working days

96%

100%

Investigation within 6 working days (96%)

Interference on broadcasting services

Investigation within 9 working days

96%

100%

Investigation within 9 working days (96%)

Processing of Applications for Numbers/Codes

Assignment of telecommunications numbers and codes

8 working days

90%

100%

8 working days (90%)

Checking, processing and acceptance of return of telecommunications numbers

10 working days

100%

100%

10 working days (100%)

Handling of Complaints about Broadcasting Matters involving Suspected Breach of the Broadcasting (Miscellaneous Provisions) Ordinance, the Broadcasting Ordinance, Part IIIA of the Telecommunications Ordinance, the terms or conditions of a Broadcasting Licence, or the Broadcasting Codes of Practice (except for complaints relating to Competition Provisions of the Broadcasting Ordinance)

Issue of an interim reply

6 working days

98%

100%

6 working days (98%)

Inform complainants of results of cases not involving an investigation(Note)(or report of progress to the complainant if results of cases are not ready)

3 weeks

98%

100%

3 weeks (98%)

Inform complainants of the Communications Authority (CA)’s decision on complaints involving a straightforward investigation(Note)(or report of progress to the complainant if CA’s decision is not ready)

8 weeks

98%

99.9%

8 weeks (98%)

Inform complainants of the CA’s decision on complaints involving a complex investigation(Note)(or report of progress to the complainant if CA’s decision is not ready)

4 months

98%

100%

4 months (98%)

Handling of Consumer Complaints against Telecommunications Operators involving Suspected Breach of the Telecommunications Ordinance or Licence Conditions of the Telecommunications Service Licences

Full reply to complainant (or interim reply if full reply is not ready)

27 working days

90%

100%

27 working days (90%)

Handling of Complaints against Operators relating to Competition Provisions or Misleading or Deceptive Conduct Provisions of the Telecommunications Ordinance

Completion of investigation (or report of progress to the complainant if investigation is not completed)

Within a further 4-month period after preliminary investigation

80%

No new case

Within a further 4-month period after preliminary investigation (80%)

Handling of Industry Complaints against Operators (except for complaints relating to Competition Provisions and Misleading or Deceptive Conduct Provisions of the Telecommunications Ordinance) involving Suspected Breach of the Telecommunications Ordinance or Licence Conditions of the Telecommunications Services Licences

Completion of full investigation (or report of progress to the complainant if full investigation is not completed)

Within 45 working days

90%

No new case

Within 45 working days (90%)

Handling of Reports on Suspected Contravention of the Unsolicited Electronic Messages Ordinance

Completion of full investigation (or report of progress to the complainant if full investigation is not completed)

Within 10 weeks

90%

99.86%

Within 10 weeks (90%)

Reply to Public Enquiries and Complaints of OFCA’s Services

Full reply for enquiries (or interim reply if full reply cannot be provided)

Within 7 working days

90%

100%

Within 7 working days (90%)

Full reply for complaints (or report of progress to the complainant if full investigation is not completed)

Within 15 working days

90%

100%

Within 15 working days (90%)


(Note)  Upon receipt of sufficient information from complainants.
Remarks: From October 2018, we have introduced a new performance pledge on the handling of complaint against broadcasting and telecommunications licensees on suspected contravention of the fair trading sections of the Trade Descriptions Ordinance (Cap. 362): we will within 3 months upon acknowledgement of receipt of the complaint issue case progress to the complainant if the case result is not ready. The performance target is that 90% of the cases will meet this service delivery standard.