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Chapter 8 Appendices
Appendix C Performance Pledge

In 2018/19, we achieved/surpassed all performance targets in our 35 job areas. The full list of our performance targets for 2019/20 are also set out in the table below.

The level of service we provide is influenced to some extent by exceptional circumstances and workloads during peak periods. The following table takes these factors into account and sets out the standard service delivery times we aim to achieve for a wide range of services.

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Description

Service Delivery Standard
for 2018/19
Performance Target
(% meeting service standard)
for 2018/19
Actual Average
Performance
in 2018/19
Service Delivery Standard
(Performance Target in Bracket)
for 2019/20
(I) Processing of Broadcasting Service Licence Applications
    Non-domestic Television Programme Service/Other Licensable Television Programme Service 4 months 100% 100% 4 months (100%)
(II) Processing of Telecommunications Service Licence Applications
(1) Mobile Radio System Licence        
  - Establishment of a new system 38 working days 98% 100% 38 working days (98%)
  - Relocation / Addition of base station 32 working days 98% 100% 32 working days (98%)
  - Addition of mobile station
For stations of taxis
For other stations

5 working days
8 working days

99%
99%

100%
100%

5 working days (99%)
8 working days (99%)
  - Replacement of mobile station equipment
For stations of taxis
For other stations

5 working days
8 working days

99%
99%

100%
100%

5 working days (99%)
8 working days (99%)
  - Replacement of base station equipment 8 working days 99% 100% 8 working days (99%)
  - Issue of licence 8 working days 99% 100% 8 working days (99%)
(2) Radio Dealers Licence 4 working days 99% 100% 4 working days (99%)
(3) Industrial Scientific and Medical Electronic Machines Licence 5 working days 99% 100% 5 working days (99%)
(4) Radiodetermination and Conveyance of Commands, Status and Data Licence 5 working days 99% 100% 5 working days (99%)
(5) Satellite Master Antenna Television Licence 11 working days 98% 100% 11 working days (98%)
(6) Ship Station Licence 9 working days 99% 100% 9 working days (99%)
(7) Amateur Station Licence 9 working days 99% 100% 9 working days (99%)
(8) Self-provided External Telecommunication
System Licence
26 working days 99% No new case 26 working days (99%)
(9) Services-based Operator Licence – Class 1 and Class 2 Services 14 working days 98% 100% 14 working days (98%)
(10) Services-based Operator Licence – Class 3 Services 13 working days 99% 100% 13 working days (99%)
(III) Processing of Certificate and Endorsement Applications under the International Convention on Standards of Training, Certification and Watchkeeping for Seafarers (STCW Convention)
(1) Global Maritime Distress and Safety System (GMDSS) Certificate and Endorsement 5 working days 95% 100% 5 working days (95%)
(2) GMDSS Certificate of Equivalent Competency and Endorsement 5 working days 95% No new case 5 working days (95%)
(IV) Investigation of Radio Interference
(1) Interference on commercial services Investigation within 6 working days 96% 100% Investigation within 6 working days (96%)
(2) Interference on broadcasting services Investigation within 9 working days 96% 100% Investigation within 9 working days (96%)
(V) Processing of Applications for Numbers/Codes
(1) Assignment of telecommunications numbers and codes 8 working days 90% 100% 8 working days (90%)
(2) Checking, processing and acceptance of return of telecommunications numbers 10 working days 100% 100% 10 working days (100%)
(VI) Handling of Complaints about Broadcasting Matters involving Suspected Breach of the Broadcasting (Miscellaneous Provisions) Ordinance, the Broadcasting Ordinance, Part IIIA of the Telecommunications Ordinance, the terms or conditions of a Broadcasting Licence, or the Broadcasting Codes of Practice (except for complaints relating to Competition Provisions of the Broadcasting Ordinance)
(1) Issue of an interim reply 6 working days 98% 100% 6 working days (98%)
(2) Inform complainants of results of cases not involving an investigation (Note) (or report of progress to the complainant if results of cases are not ready) 3 weeks 98% 100% 3 weeks (98%)
(3) Inform complainants of the Communications Authority (CA)'s decision on complaints involving a straightforward investigation (Note) (or report of progress to the complainant if CA's decision is not ready) 8 weeks 98% 99.4% 8 weeks (98%)
(4) Inform complainants of the CA's decision on complaints involving a complex investigation (Note) (or report of progress to the complainant if CA's decision is not ready) 4 months 98% 100% 4 months (98%)
(VII) Handling of Consumer Complaints against Telecommunications Operators involving Suspected Breach of the Telecommunications Ordinance or Licence Conditions of the Telecommunications Service Licences
    Full reply to complainant (or interim reply if full reply is not ready) 27 working days 90% 100% 27 working days (90%)
(VIII) Handling of Complaints against Operators relating to Competition Provisions or Misleading or Deceptive Conduct Provisions of the Telecommunications Ordinance
    Completion of investigation (or report of progress to the complainant if investigation is not completed) Within a further 4-month period after preliminary investigation 80% No new case Within a further 4-month period after preliminary investigation (80%)
(IX) Handling of Industry Complaints against Operators (except for complaints relating to Competition Provisions and Misleading or Deceptive Conduct Provisions of the Telecommunications Ordinance) involving Suspected Breach of the Telecommunications Ordinance or Licence Conditions of the Telecommunications Services Licences
    Completion of full investigation (or report of progress to the complainant if full investigation is not completed) Within
45 working days
90% No new case Within 45 working days (90%)
(X) Handling of Complaints against Broadcasting and Telecommunications Licensees on Suspected Contravention of the Fair Trading Sections of the Trade Descriptions Ordinance
    Issue case progress to the complainant if the case result is not ready* Within
3 months upon acknowledgement of receipt of the complaint
90% 100% Within 3 months upon acknowledgement of receipt of the complaint (90%)
(XI) Handling of Reports on the Suspected Contravention of the Unsolicited Electronic Messages Ordinance
    Completion of full investigation (or report of progress to the complainant if full investigation is not completed) Within
10 weeks
90% 100% Within 10 weeks (90%)
(XII) Reply to Public Enquiries and Complaints of OFCA's Services
(1) Full reply for enquiries (or interim reply if full reply cannot be provided) Within
7 working days
90% 100% Within 7 working days (90%)
(2) Full reply for complaints (or report of progress to the complainant if full investigation is not completed) Within
15 working days
90% 100% Within 15 working days (90%)

(Note)  Upon receipt of sufficient information from complainants.
* This is a new item introduced in October 2018.