Home > Performance Pledge Performance Pledge Content The performance pledge system is an integral part of the continuous optimization of administrative procedures. Serving residents under a performance pledge helps to promote supervision by the public and enhance administrative efficiency. The Civic and Municipal Affairs Bureau (IACM) has launched its first performance pledge regarding complaints made by phone since its establishment in 2002. It has consistently supervised its achievement rates, and evaluated and revised its performance pledge items and targets timely, in order to boost service efficiency and improve service standards. Performance pledges in effect about complaint handling are as follows: N Service items Service quality indicator Trageted achievement rate 1 Receiving and handling complaints and suggestions relatedto civic and municipal affairs Issuance of reply to complaint made by phone or in person within 15 working days (1) 88% 2 Follow-up to a telephone message received in non-office hours within 1 working day (2) 95% 3 Issuance of reply to complaint made by email within 1 working day (3) 95% Remark: (1) a. Pledged response time is counted from the day follow ing the receipt of case reported by phone or in person. b. We pledge to reply to rhe complainant on the follow -up status or results of the relevant case within 15 working days. (2) We pledge to input the comments into the system and transfer to the relevant departments for follow-up on the first working day immediately after the complaint is received, and notify the complainant by phone that the case is being processed. (3) We pledge to input the comments into the system and transfer to the relevant departments for follow-up on the first working day immediately after the complaint is received, and notify the complainant by e-mail that the case is being processed. The above performance pledges were assessed and certified by the "Public Service Evaluation Committee". Please refer to the Statistics & figuressection for information of achievement of performance pledges.