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%) |
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.