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:

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

^#Dog licence will be available at Animal Management Centres for veterinary clinic's collection within 30 working days after receipt of the necessary documents from the veterinary clinics.

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 99.9% of the performance standards in 2022.

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 :

* 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

February 2023