Courteous Active listening and responding to what you say and treating you with respect;
Fair Providing services fairly, regardless of sex, age, race, religion, economic background or ability;
Confidential Treating the information you provide in confidence;
Private Providing separate rooms for interview where facilities permit to respect your right to privacy;
Personal Giving regard to your special circumstances; and
Prompt Processing your requests as expeditiously as possible.
Performance Target and Achievement RateNote 1
Family and Child Welfare Services
Service
Arrange adoption placement for children
Standard Response Time：
To place children suitable for local adoption into their adoptive homes within 3 months
Performance Target：
90%
Achievement Rate：
96%
Service
Provide family casework service
Standard Response Time：
To make first contact with the service user/related person within 10 working days upon request for family casework service
Performance Target：
95%
Achievement Rate：
98.6%
Service
Process charitable trust fund application
Standard Response Time：
To notify the applicant of the application results within 7 working days upon receipt of all relevant supporting documents
Performance Target：
95%
Achievement Rate：
99.6%
Elderly Services
Service
Process Senior Citizen Card application
Standard Response Time：
To issue Senior Citizen Card to eligible applicants within 7 working days upon receipt of the application, all necessary supporting documents and their photos
Performance Target：
95%
Achievement Rate：
97%
Services for Offenders
Service
Provide services for offenders
Standard Response Time：
To make first contact with the service user within 5 working days upon receiving court referral
Performance Target：
95%
Achievement Rate：
98.9%
Social Security
Service
Process Comprehensive Social Security Assistance (CSSA) payment
Standard Response Time：
To issue payment to successful new CSSA applications within 7 working days after completion of investigation and authorization
Performance Target：
95%
Achievement Rate：
99%
Service
Handle Portable Comprehensive Social Security Assistance (PCSSA) application
Standard Response Time：
To make first contact with PCSSA applicants within 7 working days to process their application
Performance Target：
95%
Achievement Rate：
100%
Service
Process Traffic Accident Victims Assistance (TAVA) application
Standard Response Time：
To issue payment to successful TAVA applications within 7 working days after completion of investigation and authorization
Performance Target：
95%
Achievement Rate：
100%
Service
Receive report on suspected fraud cases through Report Fraud Hotline
Standard Response Time：
To handle telephone reports on suspected fraud cases within 2 working days
Performance Target：
100%
Achievement Rate：
100%
Service
Attend to customers turning up at social security field units
Standard Response Time：
To attend to service users by counter staff within 10 minutes
Performance Target：
95%
Achievement Rate：
99%
Medical Social Services
Service
Provide medical social services
Standard Response Time：
To make first contact with the service user/related person within 10 working days upon request for medical social services
Performance Target：
95%
Achievement Rate：
98.8%
Service
Process charitable trust fund application
Standard Response Time：
To notify the applicant of the application results within 7 working days upon receipt of all relevant supporting documents
Performance Target：
95%
Achievement Rate：
99.1%
Licensing and Regulation
Service
Process application for licence/renewal of licence for residential care home for the elderly (RCHE)
Standard Response Time：
To acknowledge receipt of application for licence/renewal of licence for RCHE, and request the applicant to submit missing document, if any, within 3 working days after receiving the application
Performance Target：
95%
Achievement Rate：
100%
Service
Process application for licence/renewal of licence /renewal of certificate of exemption for residential care home for persons with disabilities (RCHD)
Standard Response Time：
To acknowledge receipt of application for licence/renewal of licence/renewal of certificate of exemption for RCHD, and request the applicant to submit missing document, if any, within 3 working days after receiving the application
Performance Target：
95%
Achievement Rate：
100%
Service
Process application for registration as a Health Worker for RCHE/RCHD
Standard Response Time：
To acknowledge receipt of application for registration as Health Worker for RCHE/RCHD within 3 working days after receiving the application
Performance Target：
95%
Achievement Rate：
100%
Service
Process application for licence/ renewal of licence /renewal of certificate of exemption for Drug Dependent Persons Treatment and Rehabilitation Centre (DTRC)
Standard Response Time：
To acknowledge receipt of application for licence/renewal of licence/renewal of certificate of exemption for DTRC, and request the applicant to submit missing document, if any, within 3 working days after receiving the application
Performance Target：
95%
Achievement Rate：
100%
Service
Process application for registration/re-registration of a child care centre (CCC)
Standard Response Time：
To acknowledge receipt of application for registration/re-registration of a CCC, and request the applicant to submit missing document, if any, within 3 working days after receiving the application
Performance Target：
95%
Achievement Rate：
100%
Note1：1 Apr 2023 to 31 Mar 2024
Monitoring of Performance
The Director of Social Welfare will monitor the effectiveness of these performance pledges.
