This Performance Pledge tells you about the standard of service which you can expect from the Immigration Department. It also tells you the steps you can take if you want to make any suggestions or comments on the service you receive or to complain about the way the service has been delivered.
The Immigration Department Users’ Committee, chaired by the Director of Immigration with representatives from various trades and industries concerned, was established in September 1993 to monitor and review the fulfilment of performance pledges; to receive and consider reports on suggestions made by members of the public in regard to performance pledges; to advise the Director of Immigration on service areas which may require improvements; and to help determine the level of resources required to achieve the standards set.
The Committee has reviewed the achievement of targets set in the performance pledges for 2024, covering services delivered at immigration control points; births, deaths and marriage registries; registration of persons offices; and issuing offices of travel documents, visas and permits.
Results of the review show that in 2024, all control points# which provided passenger clearance services were able to meet the Department’s target to clear 98% of Hong Kong residents within a 15-minute waiting time. As for visitors, the Airport Control Point was able to meet the Department’s target to clear 95% of visitors within a 15-minute waiting time. The Macau Ferry Terminal, China Ferry Terminal, Kai Tak Cruise Terminal, Lo Wu, Lok Ma Chau Spur Line, Express Rail Link West Kowloon, Man Kam To, Lok Ma Chau, Shenzhen Bay, Heung Yuen Wai and Hong Kong-Zhuhai-Macao Bridge Control Points were also able to meet the Department’s target to clear 95% of visitors within a 30-minute waiting time.
# The Hung Hom Control Point has been closed since 31 July 2024. Passenger clearance services at the Sha Tau Kok Control Point have been suspended since 30 January 2020 to facilitate the redevelopment of the Sha Tau Kok Port.
Overall, we were able to achieve most of our performance targets for the issue of travel documents and visas/permits.
The performance standards set for handling nationality-related applications, processing registration of births, deaths and marriages and registration of persons were generally achieved.
The performance pledges for 2025 cover the following services:
The Department is committed to providing efficient and courteous service to members of the public while maintaining effective immigration control. The table in this Performance Pledge sets out the standard processing time and due days we aim to achieve for a wide range of services. These standards, however, may not be achievable during certain daily peak hours or peak periods or in complicated cases.
Immigration Clearance
The table below sets out the standard waiting time and targets that the Department aims to achieve.
| Service Type | Standard Waiting Time (Min) | Target |
|---|---|---|
| Hong Kong Resident - All Immigration Control Points | 15 | 98% of travellers |
| Visitor - Airport Control Point | 15 | 95% of travellers |
| Visitor - Other Immigration Control Points | 30 | 95% of travellers |
Remarks:
These standards may not be achievable during certain daily peak hours or peak periods or in complicated cases.
Nationality Matters
The table below sets out the standard processing time at counter and due days for issue that the Department aims to achieve.
| Service Type | Standard Processing Time at Counter (Min) |
Due Day for Issue (Upon receipt of all necessary documents) |
|---|---|---|
| Declaration of Change of Nationality | 30 | Confirmation letter will be issued on the same day |
| Application for Naturalisation as a Chinese National and Restoration of Chinese Nationality | - | 80% of the applications will be finalised within 3 months |
| Application for Renunciation of Chinese Nationality | - | 80% of the applications will be finalised within 2 months |
Remarks:
Registration of Births, Deaths and Marriages
The table below sets out the standard processing time at counter and due days for issue that the Department aims to achieve.
| Service Type | Standard Processing Time at Counter (Min) |
Due Day for Issue (Upon receipt of all necessary documents) |
|---|---|---|
| Birth Registration | 30 | Registration procedure will be completed on the same day |
| Death Registration | 30 | Registration procedure will be completed on the same day |
| Giving of a Notice of Intended Marriage | 30 | Filing procedure will be completed on the same day |
| Search of Birth or Death Records | 10 | 7 working days (Issued within 10 minutes if the birth or death records concerned have been converted into computer records) |
| Issue of a Certified Copy of a Birth or Death Certificate (if search of records is not involved) | 10 | 7 working days (Issued within 10 minutes if the birth or death records concerned have been converted into computer records) |
| Issue of a Certified Copy of a Birth or Death Certificate (if search of records is involved) | 10 | 10 working days (Issued within 10 minutes if the birth or death records concerned have been converted into computer records) |
| Search of Marriage Records and/or Issue of a Certified Copy of a Marriage Certificate | 10 | 7 working days |
| Application for Certificate of Absence of Marriage Record | 10 | 7 working days |
Remarks:
Registration of Persons
The table below sets out the standard processing time at counter and due days for issue that the Department aims to achieve.
| Service Type | Standard Processing Time at Counter (Min) | Due Day for Issue |
|---|---|---|
| Registration for a Hong Kong Identity Card | 60 | 5 working days |
Remarks:
Travel Documents
The table below sets out the standard processing time at counter and due days for issue that the Department aims to achieve.
| Service Type | Standard Processing Time at Counter (Min) |
Due Day for Issue (Upon receipt of all necessary documents) |
|---|---|---|
| HKSAR Passport | 30 |
|
| HKSAR Document of Identity for Visa Purposes | 30 | 5 working days |
| HKSAR Re-entry Permit | 30 | To be issued on the same day |
| HKSAR Seaman's Identity Book | 30 | To be issued on the same day |
Remarks:
Visas and Permits
The table below sets out the targets that the Department aims to achieve.
| Service Type | Target (Upon receipt of all necessary documents) |
|---|---|
| Entry Visas and Permits for Visit | 100% of the applications will be finalised within 4 weeks |
| Entry Visas and Permits for Employment | 90% of the applications will be finalised within 4 weeks |
| Entry Visas under the Working Holiday Scheme | 100% of the applications will be finalised within 2 weeks |
| Other Entry Visas and Permits | 90% of the applications will be finalised within 6 weeks |
| Entry Permits for Mainland Fisherman Deckhands | 95% of the applications will be finalised within 5 working days |
| Pre-arrival Registration for Taiwan Residents | 100% of the applications will be finalised with results made known to the applicants on the day of application |
| Visit Permits for Taiwan Residents for a Stay of 30 Days | 100% of the applications will be finalised within 2 working days |
| Multiple Entry Permits Issued to Chinese Residents of Taiwan Working, Studying or Residing in Hong Kong | 100% of the applications will be finalised within 5 working days |
| HKSAR Travel Pass | 100% of the applications will be finalised within 3 weeks |
| HKSAR Certificate of Entitlement to the Right of Abode | 95% of the applications will be finalised within 3 months (This standard does not apply to applications involving doubtful claims on parent/child relationship or doubtful information.) |
Remarks:
The performance pledges are published annually. The Director of Immigration and the Users’ Committee meet half-yearly to monitor the performance of the Department in comparison with the pledges made.
The new Immigration Headquarters commenced operation on 11 June 2024 to provide services to the public. The new headquarters, conveniently located at 61 Po Yap Road, Tseung Kwan O, is adjacent to Tseung Kwan O and Tiu Keng Leng MTR Stations and easily accessible by various means of public transport. It is also connected with the pedestrian walkway systems in the vicinity to facilitate public access and their use of the Department's services.
The new headquarters allows the integration of offices and facilities located in various districts and leased premises, while providing space for new facilities such as an auditorium and indoor firing ranges, so as to cater for the Department’s operational and development needs, increase command and operational efficiency, strengthen collaboration, and enhance effectiveness in law enforcement. Moreover, the Department has adopted an extensive range of inclusive designs in the public service areas. Babycare rooms, accessible facilities, charging stations, etc. are provided to meet the needs of different users. The Department has also made wider use of innovative technologies to introduce smart elements into the new headquarters, such as setting up self-service kiosks with diversified services, with a view to further enhancing the service level standards and operational efficiency.
The commissioning of the new headquarters marks an important milestone in the development of the Department, providing the Department with better facilities and infrastructure to keep delivering quality public services to citizens, while adhering to the people-oriented value.
The new Tseung Kwan O Marriage Registry commenced service in June 2024. Its marriage hall adopts an innovative design featuring special wall panels with starlight effects, and the lighting system can be set to different colours to add a romantic ambience to the wedding. The decorations in the hall are also meticulously arranged, setting it apart from traditional marriage registries. Various photo-taking spots are set up in the marriage hall and the outdoor area, including a heart-shaped garden and a veil sculpture, for the newly-weds and guests to pose for photos.
In pursuit of continuous enhancement in personal documentation services, the Department introduced the new self-service kiosks at the new headquarters, including 44 “Personal Documentation Submission Kiosks” (PDSKs) and 10 “Personal Documentation Collection Kiosks” (PDCKs), to further facilitate the submission of applications and collection of personal documentations in a self-service manner.
The new PDSKs, for the first time, introduced self-application services for Hong Kong identity cards (HKICs). Eligible applicants can complete the application procedures, including form filling, HKIC-photo taking, fingerprints taking, document scanning and fee payment (if applicable) etc., at the kiosks in a self-service manner without the need to meet a registration officer of the Department in person, thereby improving citizens’ service experience of members of the public and shortening the time spent in making an HKIC application. Self-application services for HKICs were concurrently introduced on 13 December 2024, when the Registration of Persons (Amendment) Regulation 2024 came into effect. The due day for issue in relation to registration for a HKIC was also amended from 7 working days to 5 working days on the same day.
Apart from HKICs, the PDSKs also provide application services for Hong Kong Special Administrative Region (HKSAR) passports. As a time-saving and more convenient option, members of the public can even apply for HKICs and HKSAR passports in one go through the kiosks without the need to repeatedly undergo identity verification or to fill in and verify personal information.
On the other hand, the new PDCKs integrate various functions of the existing collection kiosks, enabling members of the public to collect HKICs and HKSAR passports in a self-service manner.
Since the full resumption of normal travel in early 2023, there has been an upsurge of demand for identity card application. Moreover, upon the end of the Territory-wide Identity Card Replacement Exercise (Replacement Exercise) on 3 March 2023, the nine Smart Identity Card Replacement Centres set up under the Replacement Exercise ceased operation on 4 March 2023, and from that day onwards, eligible members of the public who have yet to apply for identity card replacement have to go through the formalities at designated Registration of Persons (ROP) Offices. In view of the above, the Department introduced the following enhanced arrangements for identity card application in 2023, which were maintained in 2024:
To step up the services and support for Hong Kong residents in distress outside Hong Kong, following the introduction of the 1868 WhatsApp assistance hotline in April 2023, the Department introduced the 1868 WeChat assistance hotline in the Immigration Department’s WeChat official account and the 1868 Chatbot in the Immigration Department Mobile Application on 18 March 2024, in order to further enhance convenience for Hong Kong residents in distress or in need of assistance outside Hong Kong to contact the Assistance to Hong Kong Residents Unit.
The Pilot Scheme on Immigration Facilitation for Visitors Participating in Short-term Activities in Designated Sectors (Pilot Scheme) was implemented with effect from 1 June 2022 to provide immigration facilitation for visitors participating in short-term activities in designated sectors, and hence facilitate business and raise Hong Kong’s international profile. Under the Pilot Scheme, host organisations authorised by the relevant government bureaux/departments could issue invitation letters to relevant non-local talent in their sectors. Invited persons may come to Hong Kong to participate in designated short-term activities for up to 14 consecutive calendar days as visitors, without the need to apply for employment visas or entry permits from the Immigration Department. During the 14 calendar days, visitors may undertake an unlimited number of designated short-term activities and receive remuneration. Invited non-local talent should be talent in shortage or whose participation in designated short-term activities in Hong Kong is conducive to economic development or achieving relevant policy objectives.
After review, the Pilot Scheme has been regularised since 1 June 2024 and named as the Immigration Facilitation Scheme for Visitors Participating in Short-term Activities in Designated Sectors.
Apart from allowing eligible Hong Kong residents to use the “iAM Smart” platform for identity verification and enrolment for the “Contactless e-Channel” service, the Department has also included the “e-ME” form filling function of “iAM Smart” in all applicable electronic services to spare members of the public the need for repeated input of personal information when applying online for visas, extension of stay and HKSAR passports and pre-filling forms for identity card and travel document applications, making the application process simpler and more convenient. To enhance the public’s experience of our caring quality services, the Department introduced “I-RemindU” Service, a personalised notification service, in January 2023. Through the “iAM Smart” platform, the “I-RemindU” Service promptly reminds registered members of the public that their HKSAR passports or the limit of stay granted under their visas/entry permits for visiting/remaining in Hong Kong are about to expire, so that they can arrange for the early completion of relevant formalities. Furthermore, the Department introduced electronic services for registration of births and deaths in March 2023. In addition to using the “e-ME” form filling function, “iAM Smart+” users can also verify the registration information online and sign digitally on the relevant forms to complete the registration.
The Department started issuing e-Visas for applications for entry visas and extension of stay in late 2021. Applicants may complete the whole process of submission of applications, payment and collection of visas through online services or the Immigration Department Mobile Application. The e-Visa service allows applicants to go through the formalities without having to visit our offices, thereby reducing crowd gathering and protecting public health.
Apart from the personal data on the existing visa label, an e-Visa also contains a QR code for anti-forgery purposes, which allows the quick scanning of the QR code through the Immigration Department Mobile Application for authentication of the e-Visa and the viewing of the information contained therein when necessary. The QR code is generated by the Department’s encryption key to prevent law-breakers from forging the e-Visas issued by the Department.
Moreover, in late September 2024, the Department further enhanced the electronic payment services, which enabled applicants to make payments through the newly-added Mainland China’s Licensed Digital Wallets.
The Department introduced on 25 October 2022 the “Flight Token e-Channel” service for Hong Kong residents at the Hong Kong International Airport to tie in with the implementation of the “Flight Token” by the Airport Authority Hong Kong. This initiative aims at providing more convenient departure clearance service for residents. Departing Hong Kong residents aged 11 or above, who choose to use the “Flight Token” with an HKSAR passport, HKSAR Document of Identity for Visa Purposes, a Hong Kong and Macao Residents Entry and Exit Permit (commonly known as “Home Visit Permit”) or a Mainland Travel Permit for Hong Kong and Macao Permanent Residents (Non-Chinese Citizens) (effective from 31 July 2024), are eligible to use the “Flight Token e-Channel” service. When using the “Flight Token e-Channel”, they simply need to face the camera and complete the departure clearance upon successful verification of identity by facial recognition technology. Throughout the entire process, there will be no need for them to present any documents.
To provide further travel convenience for residents and visitors, Hong Kong has implemented the arrangement for mutual use of automated clearance services with Australia, Korea, Germany, Singapore and Thailand. Their eligible passport holders can enrol for the e-Channel service in Hong Kong.
The Department has introduced in December 2021 the “Contactless e-Channel” service, allowing eligible Hong Kong residents, upon successful identity verification and enrolment through the “iAM Smart” platform, to generate with their personal mobile phones an encrypted QR code for entering the e-Channel, and perform immigration clearance with facial recognition technology. The entire process enables Hong Kong residents to reduce contact with shared equipment, thereby enjoying faster, more convenient and hygienic immigration clearance service in a self-service manner.
On 19 July 2024, the Department introduced the “Mutual Use of QR Code between HKSAR and Macao SAR Clearance Service” in collaboration with the Public Security Police Force, the Identification Services Bureau, the Public Administration and Civil Service Bureau and the Public Security Forces Affairs Bureau of Macao. This initiative aims at providing faster and more convenient immigration clearance service for eligible Hong Kong residents and Macao residents.
Eligible Hong Kong residents may use the e-Channel QR code generated by the “Contactless e-Channel” mobile application for self-service immigration clearance through the Automated Passenger Clearance Service in the Macao Special Administrative Region. Similarly, eligible Macao residents may also use the QR code generated by the “Macao One Account” mobile application for self-service immigration clearance through the e-Channels in Hong Kong.
The Immigration Department Mobile Application provides a wide range of immigration-related services, including application services, appointment booking, form filling, submission of supplementary documents and information, payment of fees, as well as “e-Visa” enquiry and downloading. Members of the public may also use the mobile application to make enquiries on application status, tag status and the latest information on the estimated passenger waiting time at major land boundary control points. They may even call the 1868 Hotline using network data, submit the Online Assistance Request Form, learn more about the “Contactless e-Channel” service, register for the “I-RemindU” Service, and obtain other information through it. From March 2024 onwards, Hong Kong residents in distress outside Hong Kong may also seek assistance from the Assistance to Hong Kong Residents Unit by starting a conversation with the 1868 Chatbot via the mobile application.
The Department has fully implemented electronic services. Members of the public can access a wide range of online services through the Internet or the Department’s mobile applications. In late September 2024, the Department further enhanced the electronic payment services. For online services, applicants can continue to make payments using PPS, FPS and credit cards, as well as through the newly-added Mainland China’s Licensed Digital Wallets, including Alipay, WeChat Pay or UnionPay App. For details, please visit the Department’s homepage (www.immd.gov.hk).
Besides, members of the public can access the Registration of Outbound Travel Information service through the “MyGovHK” portal to receive updates on Outbound Travel Alerts and related public information from the HKSAR Government.
At our registries and offices, we have posted notices to set out our performance standards and means of communication with members of the public. We welcome any suggestions or comments on the way in which our services are delivered. Your suggestions or comments should be addressed to the Immigration Department at Administration Tower, Immigration Headquarters, 61 Po Yap Road, Tseung Kwan O, New Territories or e-mailed to enquiry@immd.gov.hk.
There may be occasions when, despite our best efforts, our services fall short of the specified standards. In such cases, you may ask for a full and prompt explanation. If you want our explanation or feel that your case has not been dealt with properly, you may:
Wherever possible, the Department will respond immediately. All complaints, whether written or oral, will be dealt with expeditiously and an interim reply will be given within 10 days at the latest.
If you feel that your suggestions or comments have not been dealt with properly, you may write to the Director of Immigration at the mailing or e-mail addresses given above.
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