Annex I
(b) 2012/13 Performance Pledges (with effect from 1 April 2012)
| Service Type | Service Standard | Performance Target (% meeting service standard) |
|
|---|---|---|---|
| Working Day(s) | Minutes | ||
| 1. Registration of land documents | 15 (a+b) | 92 | |
| (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 | |
| 3. Supply of imaged copies of land records | |||
| (a) Over the counter | |||
| (i) Without oversize plans | 15 | 97 | |
| (ii) With oversize plans | 5 | 97 | |
| (b) Order via online services | |||
| (i) Collection in person | |||
| • Without colour plans | 1 | 97 | |
| • With colour plans | 3 | 97 | |
| • With oversize plans | 5 | 97 | |
| (ii) Delivery by post or courier | |||
| • Without colour plans | |||
| — Orders placed before 6 pm | 1 | 97 | |
| — Orders placed after 6 pm or on Saturdays, Sundays & public holidays | 2 | 97 | |
| • With colour plans | 3 | 97 | |
| • With oversize plans | 5 | 97 | |
| 4. Supply of certified copies of land records | |||
| (a) Over the counter | |||
| (i) Computerised land registers | 50 | 97 | |
| (ii) Imaged copies without oversize plans | 50 | 97 | |
| (iii) Imaged copies with oversize plans | 5 | 97 | |
| (b) Order via online services | |||
| (i) Collection in person | |||
| • Computerised land registers | 1 | 97 | |
| • Imaged copies | |||
| — Without oversize plans | 3 | 97 | |
| — With oversize plans | 5 | 97 | |
| (ii) Delivery by post or courier | |||
| • Computerised land registers | |||
| — Orders placed before 6 pm | 1 | 97 | |
| — Orders placed after 6 pm or on Saturdays, Sundays & public holidays | 2 | 97 | |
| • Imaged copies without oversize plans | 3 | 97 | |
| • Imaged copies with oversize plans | 5 | 97 | |
| 5. Sale of Memorial Day Book (MDB) | |||
| (a) Approval of MDB applications | 2 | 98 | |
| (b) Delivery of MDB data files | 1 | 98 | |
| 6. Sale of Monthly Memorial Information on Mortgage Transactions (MMIM) | |||
| (a) Approval of MMIM applications | 2 | 98 | |
| (b) Delivery of MMIM data files | 4 | 98 | |
| 7. Telephone enquiry services | |||
| (a) Voice mail left during office hours | Return calls within 60 minutes after receiving the voice mail | 93 | |
| (b) Voice mail left after office hours | Return calls before 10 am on the next working day | 93 |
|
| 8. Amendment of Registered Data | |||
| (a) Simple cases (i.e. Rectification of land registers based on Memorial information) | 3 | 92 | |
| (b) Complicated cases | 10 | 92(See Note 2) | |
| 9. Registration of withheld deeds redelivered for registration | 16 (a+b) | 92 | |
| (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