Page 78 - 香港房屋委员会年报 Hong Kong Housing Authority Annual Report

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06 服務承諾 Performance Pledge

為確保服務更能符合公眾期望，與時並進，房委會訂立了一套服務承諾涵蓋我們與市民大眾及主要服務對象有所接觸的部門
運作。我們將因應服務對象的需求而就有關服務承諾作出適時檢討。
To ensure our services better meet public expectation and move with the times, the HA has formulated a set of performance
pledges to cover our operations that have an interface with the general public and our major client groups. We will conduct
reviews on the performance pledges according to the needs of the clients.

服務承諾 服務目標 2020年實際成績 *
Performance Pledge Performance Achievement
Target in 2020*

公共租住房屋（公屋）申請者
Public Rental Housing (PRH) Applicants
1 我們會在確認收到申請表格後的3個月內，以書面通知申請者是否成功獲公屋
登記。 90% 98.95%
We will within 3 months from the confirmed receipt of their applications notify the applicants
in writing as to whether they are successful in public rental housing registration.
2 在申請到達詳細資格審查階段時，我們會預先1星期前通知申請者詳細資格審查
面晤的時間。 99% 100%
When an application reaches the detailed vetting stage, we will give the applicant 1 week's
advance notice of the detailed vetting interview.
3 我們會在30分鐘內接見準時出席詳細資格審查面晤的申請者。
We will conduct the detailed vetting interview within 30 minutes of the appointed time if the 99% 100%
applicants arrive on time.
4 申請者在詳細資格審查階段的相關面晤中提供齊備的資料後，我們會進行審查
及核實，於2個月內通知申請者是否符合編配資格。
Upon submission of full information by the applicants during the detailed vetting interview at 99% 100%
detailed vetting stage, we will conduct checking and verification and advise the applicants on
whether they are eligible for allocation within 2 months.
5 在接獲社會福利署體恤安置個案推薦後，我們會於3星期內與申請者面晤核實
配屋資格。 99% 100%
We will conduct a vetting interview with the applicant within 3 weeks upon receipt of referral
from the Social Welfare Department recommending "compassionate rehousing".
6 房屋署設有網上電子服務及房委會熱線2712 2712供申請者查詢申請進度。我們
會更新系統內有關之申請進度資料至上一個工作天完結的情況。
We have set up the e-service on the web and the Housing Authority Hotline 2712 2712 enabling 99% 100%
applicants to enquire on the progress of their applications. We will update the status of the
relevant application progress data in the system as at the end of the preceding working day.

公屋住戶
PRH Tenants
7 我們會在7分鐘內接待前來屋邨辦事處的公屋住戶。 95% 99.99%
We will attend to tenants within 7 minutes when they visit our estate office during office hours.
8 在收租服務時間內，我們會在18分鐘內接待前來屋邨辦事處繳交租金的公屋
住戶。 95% 99.99%
We will attend to tenants within 18 minutes when they pay rent at our estate office during rent
collection service hours.
9 (a) 如前租戶提供齊備資料及沒有拖欠房委會款項，我們會在接獲其退款申請
2星期內退回住宅單位的按金和多付的租金。
We will refund domestic rental deposit and overpaid rent to ex-tenants within 2 weeks 90% 93.85%
upon receipt of application if adequate information is provided and no outstanding
debt is owed to the HA.
(b) 如租戶提供齊備資料，我們會在接獲租金援助申請2星期內通知申請結果。
We will notify tenants of the outcome within 2 weeks upon receipt of application 95% 99.86%
for rent assistance if adequate information is provided.