54
Estate Agents Authority Annual Report 2014/15
Service Assurance Review
To strengthen the overall corporate governance of the
EAA and to reduce maladministration, a new function
of service assurance was introduced in 2013 to ensure
that staff of individual teams of the EAA did discharge
their duties in compliance with the relevant supervisory
requirements, established internal policies and
procedures, and performance standards. With the
implementation of this function, we are committed to
enhan c i ng ou r s e r v i c e s and wou l d ma k e
recommendations on the improvement of internal
controls, as appropriate.
Two reviews were conducted during the year and the
findings were reported directly to the CEO and the
Board. Appropriate remedial or follow-up actions were
taken or planned to enhance the EAA’s internal control
and corporate governance.
Administration’s Performance
Standards
As a responsible regulatory body, the EAA has a set of
performance pledges for its services to the public and
the attainment level of the pledges is reviewed
regularly.
Details of the pledges and the attainment level in
2014/15 are listed in
Appendix II
.
服務保證檢討
為加強監管局的整體機構管治及減少
行政失誤，監管局於
2013
年新增服務
保證職能，以確保監管局個別部門的
成員在履行職責時，均符合相關監管
要求、內部政策及程序，以及表現標
準。藉着實施此項職能，本局致力提
升服務質素，並就改善內部監控作出
合適的建議。
年內，監管局進行了兩次檢討，並已
直接向行政總裁及董事局匯報有關結
果。監管局已採取及擬定適當的補救
或跟進行動，以加強內部監控及機構
管治。
行政部門服務標準
作為一個負責任的監管機構，監管局
對公眾的服務設有一套服務承諾，且
定期檢討承諾的達標率。
2014/15
年度的承諾詳情及達標率列
於
附錄二
。
