Annex I
(a) 2011/12 Performance Pledges
| Service Type | Service Standard | Performance Target (% meeting service standard) |
Actual Performance (% meeting service standard) |
|
|---|---|---|---|---|
| Working Day(s) | Minutes | |||
| 1. Registration of land documents | 15 (a+b) | 92 | 99.2 | |
| (a) From receipt of a deed to updating the land register with the registered deed(See Note 1); and | (a) 11 | |||
| (b) Completion of imaging and return of the registered deed to the lodging party(See Note 1) | (b) 4 | |||
| 2. Counter search of computerised land registers | 15 | 97 | 100 | |
| 3. Supply of imaged copies of land records | ||||
| (a) Over the counter | ||||
| (i) Without oversize plans | 15 | 97 | 100 | |
| (ii) With oversize plans | 5 | 97 | 100 | |
| (b) Order via online services | ||||
| (i) Collection in person | ||||
| • Without colour plans | 1 | 97 | 100 | |
| • With colour plans | 3 | 97 | 100 | |
| • With oversize plans | 5 | 97 | 100 | |
| (ii) Delivery by post or courier | ||||
| • Without colour plans | ||||
| — Orders placed before 6 pm | 1 | 97 | 100 | |
| — Orders placed after 6 pm or on Saturdays, Sundays & public holidays | 2 | 97 | 100 | |
| • With colour plans | 3 | 97 | 100 | |
| • With oversize plans | 5 | 97 | 100 | |
| 4. Supply of certified copies of land records | ||||
| (a) Over the counter | ||||
| (i) Computerised land registers | 50 | 97 | 100 | |
| (ii) Imaged copies without oversize plans | 50 | 97 | 100 | |
| (iii) Imaged copies with oversize plans | 5 | 97 | 100 | |
| (b) Order via online services | ||||
| (i) Collection in person | ||||
| • Computerised land registers | 1 | 97 | 100 | |
| • Imaged copies | ||||
| — Without oversize plans | 3 | 97 | 100 | |
| — With oversize plans | 5 | 97 | 100 | |
| (ii) Delivery by post or courier | ||||
| • Computerised land registers | ||||
| — Orders placed before 6 pm | 1 | 97 | 100 | |
| — Orders placed after 6 pm or on Saturdays, Sundays & public holidays | 2 | 97 | 100 | |
| • Imaged copies without oversize plans | 3 | 97 | 100 | |
| • Imaged copies with oversize plans | 5 | 97 | 100 | |
| 5. Sale of Memorial Day Book (MDB) | ||||
| (a) Approval of MDB applications | 2 | 98 | 100 | |
| (b) Delivery of MDB data files | 1 | 98 | 100 | |
| 6. Sale of Monthly Memorial Information on Mortgage Transactions (MMIM) | ||||
| (a) Approval of MMIM applications | 2 | 98 | 100 | |
| (b) Delivery of MMIM data files | 4 | 98 | 100 | |
| 7. Telephone enquiry services | ||||
| (a) Voice mail left during office hours | Return calls within 60 minutes after receiving the voice mail | 93(See Note 2) | 100 | |
| (b) Voice mail left after office hours | Return calls before 10 am on the next working day | 93(See Note 2) |
100 | |
| 8. Amendment of Registered Data | ||||
| (a) Simple cases (i.e. Rectification of land registers based on Memorial information) | 3 | 92(See Note 2) | 99.6 | |
| (b) Complicated cases | 10 | 90 | 98.4 | |
| 9. Registration of withheld deeds redelivered for registration | 16 (a+b) | 92(See Note 2) | 97.8 | |
| (a) From receipt of a withheld deed redelivered for registration to updating the land register with the registered deed; and | (a) 12 | |||
| (b) Completion of imaging and return of the registered deed to the lodging party | (b) 4 | |||
| 10. Handling of suggestions/complaints | Replies to suggestions or complaints will be sent within 10 calendar days of their receipt. If this is not possible, an interim reply will be sent within this period. | — | — | |
Note 1： Excluding deeds withheld from registration
Note 2： Enhanced performance target