143 / 148
Estate Agents Authority
●
Annual Report 2015/16
附錄二：
2015/16
年度行政部門服務達標率
Appendix II: Achievement of the Administration's Performance Standards 2015/16
139
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
五個工作天內
Within five
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%
投訴部及執行部完成調查違規個案
Complete investigation of non-compliance cases by the Complaints and Enforcement Sections
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 only)
三個月內
Within three calendar
months
100%
普通個案
（非快速個案並只涉
及不多於兩項指稱
的個案）
Normal Cases
(Cases other than Fast
Track Cases concerning
not more than two
allegations)
六個月內
Within six calendar
months
100%
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)
九個月內
Within nine calendar
months
100%
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
100%
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
100%