Agriculture, Fisheries and Conservation Department


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Performance Pledge

Service Delivered

The performance pledge covers target turn around time in respect of licences, permits and certificates issued by the Department. The services are available from the Licensing Office of the Agriculture, Fisheries and Conservation Department at 5/F, Cheung Sha Wan Government Offices, 303 Cheung Sha Wan Road, Kowloon.

Performance Standards and Targets

The following table sets out the target turn around time which we aim to achieve for our more popular licences, permits and certificates:

Services Target turn around time
Issue of pesticides import/export licence (in person) 15 minutes
Issue of plant import licence/phytosanitary certificate 2 working days
Issue/renewal of pesticides licence/permit to import/supply/manufacture/repack/retail 2 working days
Renewal of marine fish culture licence (in person) 50 minutes
Renewal of marine fish culture licence (by post)                                          2 working days *   
Issue of animal health certificate 2 working days
Endorsement of health certificate (veterinary) 1 working day
Issue of sanitary certificate for products of animal origin 3 working days
Issue of Import Permit / Special Permit / Special Authorization for animals to be imported into Hong Kong   3 working days
Issue or renewal of animal exhibition licence/boarding establishment licence/riding establishment licence/dairy licence 3 working days
Issue of licence for animal trader 3 working days
Renewal of licence for animal trader 3 working days
Issue of CITES Licence to Import (other than live animals)/Export/Re-export/Possess in respect of endangered species 2 working days
Issue of CITES Licence to Import in respect of live endangered animals
- for live animals which are also controlled under Cap. 139
- others
 5 working days 
2 working days
Issue of CITES Re-export Certificate for animals and plants 2 working days
Issue of organized event permit in country parks 3 working days
Renewal of permit for fishing in marine parks 3 working days
Issue of permit to hold public events/sports competition/commercial activities in marine parks 3 working days
Issue of the specified vessel navigation permit 3 working days
Application for Registration of Co-operative Society / Credit Union - Issue of Certificate 3 working days

* Mail back to applicant by registered mail within 2 working days after receipt of properly completed applications and the required payment.

We will endeavor at all times to meet the target turn around time and we hope you will help achieve these targets by providing full and correct data and supporting documents.

Effective Monitoring

The performance of the Department is monitored and reviewed by the Advisory Committee on Agriculture and Fisheries, the Country and Marine Parks Board and the Endangered Species Advisory Committee which are serviced by a Service Standards Committee headed by a directorate officer in the Department.

Review on Achievement of Targets

Following the publication of the first performance pledge in July 1993, the Service Standards Committee has reported the performance results at regular intervals to the respective Advisory Committees/Board.  The reports show that the overall result was satisfactory and the Department was able to achieve 99.3% of the performance standards in 2016.

Service Environment

The Department is committed to providing an efficient, courteous and professional service to the public in a clean, orderly and friendly environment.

Customer Input

A Country Parks Visitor Liaison Group and a Marine Parks Visitor Liaison Group have been formed to collect feedback, suggestions and comments for improving the services provided by the Country and Marine Parks Authority. Market Management Advisory Committees involving market users have been formed to advise on all matters relating to the management of wholesale food markets.

The Public's Role

We welcome any comments or suggestions on the way in which these and other services are provided. These should be addressed to the Director of Agriculture, Fisheries and Conservation at 5/F, Cheung Sha Wan Government Offices, 303 Cheung Sha Wan Road, Kowloon. Comments may also be sent to us by fax at 2311 3731, or at our e-mail address: mailbox@afcd.gov.hk

There may be occasions when, despite our best efforts, the service is unable to match the standards set. In such cases, you are entitled to a full and prompt explanation. If you want such an explanation or if you feel that your case has not been dealt with adequately, you should:-

  • raise it on the spot with the officer-in-charge; or

  • telephone our complaints hotline 1823, or

  • write to our Complaints Officer at 5/F, Cheung Sha Wan Government Offices, 303 Cheung Sha Wan Road, Kowloon.

All complaints, whether written or oral, will be dealt with expeditiously. The following table sets out the target response time of public complaints we received:

 

Interim Reply 10 calendar days
Substantial Reply 30 calendar days

 

Right of Appeal

If you still feel that your case has not been dealt with adequately, you should write to the Director of Agriculture, Fisheries and Conservation at 5/F, Cheung Sha Wan Government Offices, 303 Cheung Sha Wan Road, Kowloon.

Where to go for further information

For further information about any of these services, you can telephone the following telephone numbers :

Subject matter of enquiry Telephone number
General enquiries 2708 8885*
1823
Pesticides permit/licence 2150 7007
Plant import licence/phytosanitary certificate 2150 7000
Marine fish culture licence 2150 7108
Import and transit permit (animal and bird) 1823
Sanitary certificate for products of animal origin 2150 7056
2150 7063
Official animal health certificate/Official endorsement of health certificate issued by a duly qualified veterinary surgeon 2150 7056
2150 7063
Animal trader licence/animals exhibition licence/riding establishment licence/boarding establishment licence/dairy licence 1823
Endangered species import/export/re-export/possession licence 1823
Licence to introduce endangered species from the sea 1823
Licence to import live endangered animals 1823
CITES Re-export Certificate for animals and plants 1823
Organized event permit in country parks 2150 6868
Fishing permit in marine parks 2150 6801
Permit to hold public events/sports competition/commercial activities in marine parks 2150 6801
Specified vessel navigation permit 2150 6801
Registration of Co-operative Society / Credit Union                                         2150 6763               

* This is an interactive voice response system which can automatically handle simple and straight forward telephone enquiries.  If you choose to talk to the operator, your call will be transferred to the “1823”.  You may also call 1823 direct (24-hours a day) to make your suggestions, enquiries and lodge complaints.  If the line is busy, you may leave your message with the phone recorder and agent of the “1823” will call back as soon as possible.

You may also approach us by facsimile at 2311 3731 or by email at mailbox@afcd.gov.hk or by access to our departmental homepage at http://www.afcd.gov.hk

Agriculture, Fisheries and Conservation Department

August 2017

 
 
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Last Review Date : 28 August 2017