Page 84 - 地產代理監管局年報 2017/18 Estate Agents Authority Annual Report 2017/18

ጐ฽ਞၾੂج

Proactive in Law Enforcement

މආɓӉ̋੶ஈଣҳൡٙʈЪϓࣖd˸ʿҷഛʮ଺ With a view to further enhancing the work on complaint handling
ၾܵ΅٫࿁္၍҅ίஈଣҳൡɪٙ؂ਕוፕٙႩ and the perception of the public and stakeholders on the EAA’s
ٝd҅˙ʊఱΥԻሜݟձߏܛ޼ৃהცࣛගٙ؂ਕ performance pledge on complaint processing time, a study had
וፕආБᏨী޼Ӻfί2018ϋ7˜d္၍҅ਗ਼ึఱ been done to review the attainment profile of combining the time
዆ࡈҳൡஈଣ೻ҏપ̈Όอٙ؂ਕוፕd˸଄ႊ͟ taken under the investigation pledge and the disciplinary
࢝කҳൡሜݟЇᑘБ࠯ϣߏܛ޼ৃٙ዆ࡈཀ೻fί proceedings pledge. In July 2018, the EAA will launch a new single
อٙ؂ਕוፕɨd຅Ϟᗫٙࡈࣩึᔷʧʚߏܛ޼ৃ performance pledge on complaint handling process from the start
௅Ъߏܛ޼ৃd߰᙮Ҟ஺ࡈࣩdਗ਼ึ੽࢝කሜݟৎ of a complaint investigation to the conduct of the first inquiry
ࠇʬࡈ˜ʫආБ࠯ϣߏܛ޼ৃi߰᙮ɓছࡈࣩdਗ਼ hearing proceedings. Under the new performance pledge, from the
މ10ࡈ˜ʫiϾ᙮ልᕏࡈࣩٙdۆމ13ࡈ˜ʫf͟ time of commencement of investigation to the first disciplinary
׵຾ࡌࠈٙΌอ؂ਕוፕ༶Ъᔊఊdʮ଺ʿܵ΅٫ inquiry hearing will be within six months for Fast Track Cases,
ਗ਼һ׸׵ଣ༆f within 10 months for Normal Cases, and within 13 months for
Complex Cases respectively, where the case is referred to the
Disciplinary Proceedings Section for conducting inquiry hearing. The
new revised performance pledge will present a clearer picture to
the public and stakeholders as the pledge is based on a simple
approach.

ৰəஈଣҳൡd္၍҅͵ί2017/18ϋܓஈଣə Apart from complaints, the EAA also handled 6,064 enquiries on
6,064֚Ϟᗫήପ˾ଣੂุ˓جٙݟ༔dԨ࣬ኽݟ༔ estate agency practices in 2017/18 and took follow-up actions in
મ՟޴ᗫٙ༧ආБਗf response to those enquiries.

ҳൡࡈࣩ
Complaint Cases

කͭٙࡈࣩ
600 Opened
ʊҁϓٙࡈࣩ
Completed*
500 477
440
425
405
400
368
339
300

200

100

0
2015/16 2016/17 2017/18

* ϋʫҁϓٙࡈࣩ௅ʱމֻϋટᐏٙࡈࣩd຅ʕܼ̍ڌࠦᗇ * Some cases completed in a year were brought forward from previous years. The
ኽϓͭԨᔷʧʚߏܛ։ࡰึஈଣٙࡈࣩd˸ʿ͟ҳൡʿБ figures include prima facie cases referred to and dealt with by the Disciplinary
ਗ௅ஈଣٙڌࠦᗇኽʔϓͭٙࡈࣩf Committee and non-prima facie cases disposed of by the Complaints and
Enforcement Sections.

82 &45"5& "(&/54 "65)03*5: t Annual Report 2017/18