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地產代理監管局
2014/15
年報
維護專業水平
Upholding the Professional Standard
Complaints and Enforcement
Complaints and Enquiries Handling
In 2014/15, the Complaints Section continued to
streamline work processes and procedures to ensure
work quality and speed up complaint investigation. In
response to The Ombudsman’s recommendation, a
new performance pledge for investigation of non-
compliances was established on 24 November 2014 to
serve as a management tool to monitor work standard
and efficiency. In addition, continuous efforts were
made to develop and set up a knowledge management
system/database for effectively and efficiently capturing
and retaining useful knowledge and expertise including
precedent cases, best practices arising from case
investigations, useful checklists for specific types of
complaints and breaches, advice from the Disciplinary
Proceedings Section concerning sufficiency of evidence
to ensure a consistently high standard of investigation
work.
投訴與執法
處理投訴與查詢
在
2014/15
年度，投訴部繼續精簡工
作流程，確保工作質素及加快處理投
訴個案。為回應申訴專員的建議，監
管局於
2014
年
11
月
24
日就調查違規個
案訂立新的服務承諾，作為監察工作
標準及效率的管理工具。此外，監管
局也積極開發新的資訊管理系統╱資
料庫，務求以高效率存取相關的有用
資訊，包括案例、個案調查的最佳做
法、有關處理特定類型之投訴及違規
的有用清單、以及來自紀律研訊部就
證據是否充分之意見等，以確保調查
工作維持一貫的高水平。
投訴部於年內處理了
6,443
宗公眾查詢，主要
涉及地產代理執業事宜，並已就查詢及投訴個
案採取跟進執法行動。
The Section handled 6,443 public enquiries on
estate agency practices related issues during the
reporting period and had taken follow up
enforcement actions in response to the enquiries
and complaints.
