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地產代理監管局
●
2015/16
年報
維護專業水平
Upholding the Professional Standard
Complaints and Enforcement
Complaints and Enquiries Handling
The Complaints Section continued to monitor the work
processes and procedures to ensure work quality and complaint
investigation efficiency. Since the introduction of the new
performance pledge for investigation of non-compliances on
24 November 2014, the Complaints Section and the Disciplinary
Section have been working closely to review the whole complaint
handling process with a view to setting up a new performance
pledge in future to cover the entire process of complaint
investigation and disciplinary proceedings. Furthermore, the
Complaints Section continued to make use of a knowledge
management system/database to retain useful knowledge that
helps to enhance complaint handling effectiveness and efficiency.
投訴部於年內處理了
5,450
宗公眾查詢，主要涉及
地產代理執業事宜，並已就查詢採取跟進行動。
The Section handled 5,450 enquiries on estate
agency practices related issues during the period
and took follow-up actions in response to those
enquiries.
投訴與執法
處理投訴與查詢
投訴部繼續監察工作流程及程序，以確
保工作質素及處理投訴的效率。自監管
局於
2014
年
11
月
24
日就調查違規個案
訂立新的服務承諾後，投訴部與紀律研
訊部一直緊密合作，研究在未來設立一
套新的服務承諾，以涵蓋由處理投訴至
紀律研訊的整個過程。此外，投訴部會
繼續善用資訊管理系統
/
資料庫保存相關
的有用資訊，以提升處理投訴的效能和
效率。