We are dedicated to providing high quality services and making information accessible to the public. In order to fully implement our obligations and commitments, this Department has drawn up the following Service Charter:
Our Commitments :
- Timely : Inform the enquirers / complainants of the progress / results clearly;
- Appropriate : Provide efficient, effective and high quality service;
- Professional : Handle enquiries / complaints in an impartial and indiscriminate manner; and
- Respect : Treat the public with courtesy, patience and respect, including protecting their privacy.
If you feel that your case has not been dealt with satisfactorily, you can write to this Department and state the justifications. We will examine the case and either take follow-up actions or otherwise provide an explanation of our decision.
Your Responsibilities :
- Reasonable : Use the public services in a reasonable manner. Do not abuse the services by lodging multiple, repetitive, unreasonable, frivolous or vexatious enquiries / complaints that disrupt the normal operation of the Department; provide true and all the necessary and accurate information as much as you can, and do not conceal essential information; understand that the Department has to make best use of limited resources and may not be able to pursue the matter to the desired outcome of an enquirer or a complainant;
- Sensible : Co-operate in our inquiries to the lodged enquiries / complaints. Be honest, transparent and courteous in all dealings with our staff; understand that we will not tolerate any content, behavior, tone or language that is abusive, insulting, obnoxious, offensive, threatening or vicious to the Department or our staff; trust that the Department deploys appropriate staff to handle the enquiries / complaints.
Providing Services
The Department’s objective is to provide efficient, effective and high quality service in handling public enquiries and complaints through the best use of the limited departmental resources. Any abuse of the public services, including lodging multiple, repetitive, unreasonable, frivolous or vexatious enquiries / complaints or lodging enquiries / complaints with content, behavior, tone or language that is abusive, insulting, obnoxious, offensive, threatening or vicious to the Department or our staff could lead to termination of your use of the public services.