Performance Standards and Targets 2020-21
(2019-20 Targets and Achievements included for easy comparison)
1. Rates & Government Rent Assessments and Accounts
1.1 Assessment to rates and/or Government rent.
Performance Standard |
To notify a ratepayer and/or rentpayer of the rateable value of that property within 8 months from the date when rates and/or Government rent first become payable:
- a new property issued with an occupation permit;
- a village-type house issued with a Certificate of Compliance and occupied thereafter.
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2019-20 Achievement and (Target) |
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2020-21 Target |
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1.2 Review, on objection, of the rateable value of a property.
Performance Standard |
To notify the objector of the result of the review within 4 months from the expiration date of the objection period:
- arising from an interim valuation;
- arising from a general revaluation.
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2019-20 Achievement and (Target) |
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2020-21 Target |
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1.3 Allocation of building number.
Performance Standard |
To allocate a building number to a new building within 1 month upon receipt of completion document:
- in an urban area;
- in a rural area where there is an established numbering scheme.
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2019-20 Achievement and (Target) |
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2020-21 Target |
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1.4 Request for change of payer’s particulars.
Performance Standard |
- Within 20 minutes if made in person.
- Within 1 working day if made by telephone (only applies to the change of correspondence address), or submitted online via GovHK (www.gov.hk).
- Within 10 working days if made by post/fax/e-mail.
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2019-20 Achievement and (Target) |
- 100% (95%)
- 100% (95%)
- 100% (90%)
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2020-21 Target |
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1.5 Application for refund of rates and/or Government rent.
Performance Standard |
To process the application for refund of rates and/or Government rent within 4 weeks. |
2019-20 Achievement and (Target) |
99% (90%) |
2020-21 Target |
90% |
1.6 Autopay instruction.
Performance Standard |
To set up or delete an autopay instruction within 7 working days of receipt of the bank notification. |
2019-20 Achievement and (Target) |
100% (95%) |
2020-21 Target |
95% |
2. Property Information Services
Hong Kong Property Review Monthly Supplement.
Performance Standard |
To make available to the public via website within the first 6 working days of every month. |
2019-20 Achievement and (Target) |
100% (90%) |
2020-21 Target |
90% |
3. Landlord and Tenant Services
3.1 Endorsement of a notice of new letting or lease renewal.
Performance Standard |
To endorse the notice within 1 month. |
2019-20 Achievement and (Target) |
99% (99%) |
2020-21 Target |
99% |
3.2 Issuing a substantive reply to a written or electronic enquiry on tenancy matters.
Performance Standard |
To reply within 2 weeks. |
2019-20 Achievement and (Target) |
100% (90%) |
2020-21 Target |
90% |
4. Handling of Suggestions, Comments and Complaints
4.1 Telephone service through Hotline 2150 8833.
Performance Standard |
- Voice mail left before 5:00 pm on a working day:
- to return call within 3 hours after receiving the voice mail.
- Voice mail left after 5:00 pm on a working day or during Saturdays, Sundays and public holidays:
- to return call by 12:00 noon on the next working day.
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2019-20 Achievement and (Target) |
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2020-21 Target |
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4.2 Written enquiries, suggestions and complaints.
Performance Standard |
- To provide a reply, or an interim reply, within 10 days from the date of receipt.
- To provide a substantive reply within 1 month from the date of receipt for cases where interim replies have been issued.
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2019-20 Achievement and (Target) |
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2020-21 Target |
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