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Estate Agents Authority
●
Annual Report 2015/16
機構管治
Corporate Governance
The Ombudsman’s Review
The EAA came under the jurisdiction of The Ombudsman on 2
July 2010. In the year of 2015/16, a total of four inquiries from
The Ombudsman were received and all of them were closed and
unsubstantiated.
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 procedures, and performance standards.
With the implementation of this function, we are committed to
enhancing our services and would make recommendations on
the improvement of internal controls, as appropriate.
One review study was conducted during the year and the
findings were reported 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 regulator y 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 2015/16 are
listed in
Appendix II.
申訴專員覆檢
監管局自
2010
年
7
月
2
日起被納入申訴專
員的監管範圍。
2015/16
年度內，共接獲
四宗申訴專員轉介的個案，有關個案俱
於年內結束及裁定為不成立。
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，監管局進行了一次檢討研究，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。
2015/16
年度的承諾詳情及達標率列於
附錄二
。