138
Estate Agents Authority Annual Report 2014/15
投訴及執法
Complaints and Enforcement
服務類別
Service type
指標
Standard
達標率
Results
確認收到投訴人
的書面投訴
Acknowledge receipt
of written complaints
5
個工作天內
Within 5 working days
100%
收到足夠證明
文件後向投訴人
作出書面回覆
Provide a written response
to complainants upon
receipt of sufficient
supporting documents
15
個工作天內
Within 15 working days
100%
行動部完成調查違規個案
6
：
Complete investigation of non-compliance cases by the Operations Division
6
:
•
快速個案
（紀律處分新
計劃下，不牽涉
證人並只涉及
八項指明違規
事項的個案）
• Fast Track Cases
(Cases involving no
witnesses and
concerning allegation(s)
of the Eight Specified
Breaches under the New
Scheme for Disciplinary
Cases only)
3
個月內
Within 3 calendar months 100%
•
普通個案
（非快速個案
並只涉及
不多於
2
項
指稱的個案）
• Normal Cases
(Cases other than Fast
Track Cases concerning
not more than 2
allegations)
6
個月內
Within 6 calendar months
不適用
N/A
•
複雜個案
（除快速個案及
普通個案
以外的個案）
• Complex Cases
(Cases other than Fast
track cases and
Normal Cases)
9
個月內
Within 9 calendar months
不適用
N/A
通知投訴人調查
結果
Notify complainants of the
outcome of the case
10
個工作天內
Within 10 working days
99.29%
通知被投訴人
（持牌人）調查
結果
Notify complainees
(licensees) of the outcome
of the case
10
個工作天內
Within 10 working days
99.70%
6
此新的服務承諾適用於
2014
年
11
月
24
日或之後
接獲的投訴及當日或之後發現的違規個案。因
此截至
2015
年
3
月
31
日之普通個案及複雜個案，
並未能計算其達標率。
6
This performance pledge was introduced on 24 November 2014 and is
applicable to complaint cases received or non-compliance cases
detected on or after 24 November 2014. For Normal and Complex Cases,
it cannot be measured as at 31 March 2015 yet.
