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Service Pledges

Results of HKEAA Service Pledges (September 2018 to August 2019)

 

Enquiry and Complaint Handling
Item Services Standard Result4(%)
1 Handling of enquires and complaints
  • Hong Kong Diploma of Secondary Education Examination
  • Language Proficiency Assessment for Teachers
  • International and Professional Examinations
  • Territory-wide System Assessment
Reply within 5 working days1
    99.99

    100

    100

    100

 

 

Service Provisioning

Hong Kong Diploma of Secondary Education Examination

Item Services Standard Result4(%)
2 Certification of Examination Results
  • Issuance of Statement of Results


  • 8 working days (normal application)
  • 3 working days (express application)

 

 

100

 

100

  • Issuance of Certification of Results
  • 5 working days (by mail to designated recipients)
100
  • Issuance of Certification for Entering/Participation in an Examination
  • 3 working days (collect in-person)
  • 5 working days (by local mail)
100

100

 

International and Professional Examinations2

Item Services Standard Result4(%)
3 Re-issuance of admission tickets
  • 3 working days (collect in-person)
  • 5 working days (by local mail)
100

100

 

Publications

Item Services Standard Result4(%)
4 Dispatching of orders for publications through HKEAA Online Bookstore or by post 3 working days 3 100

 


Remarks:

  1. For cases requiring more information or further investigation, an interim reply will be provided within 5 working days upon receipt by the responsible staff, to be followed by a detailed written reply as soon as relevant information is available.
  2. "International and Professional Examinations" generally refer to examinations / assessments administered by the HKEAA in Hong Kong on behalf of other examination bodies. They do not include Language Proficiency Assessment for Teachers and Territory-wide System Assessment. This section of the service pledge only covers the services provided directly and totally by the HKEAA.
  3. Upon clearance of payment and provided that sufficient stock is available.
  4. Figures are rounded up to 1 decimal place (where applicable).

 

 

 

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