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 fulfillment 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 2023, covering services delivered at immigration control points; births, deaths and marriage registries; registration of persons offices; Smart Identity Card Replacement Centres; and issuing offices of travel documents, visas and permits.
Given the gradual resumption of normal travel of persons between Hong Kong and the Mainland in phases starting from 8 January 2023, the Government of the Hong Kong Special Administrative Region (HKSAR) has reopened those control points where passenger clearance services needed to be suspended earlier on in response to the developments of the COVID-19 pandemic. Results of the review show that in 2023, 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 normal travel between Hong Kong and the Mainland has been fully resumed starting from 6 February 2023. The passenger clearance services at the following control points remain temporarily suspended:
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 2024 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 target 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 day 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 day 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 day 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 | 7 working days |
Remarks:
Travel Documents
The table below sets out the standard processing time at counter and due day 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 target 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 Permits under the Admission Scheme for Mainland Talents and Professionals | 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 HK | 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.
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, 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:
To cope with the increasing service demand for identity card registration, the Department established a new ROP – Kwun Tong (Temporary) Office on 1 November 2023. Kwun Tong (Temporary) Office processes the following three types of identity card applications:
Starting from 1 November, the services at ROP Offices have been adjusted for more effective deployment of resources and enhancement of efficiency. Four designated ROP offices, which have extended their service hours, will focus on handling applications for first registration of identity card, replacement of identity cards due to loss, destruction, damage or defacement and amendment of registered particulars on identity cards during the normal service hours. The identity card applications to be processed during the extended service hours will be the same as the newly established Kwun Tong (Temporary) Office which commenced operation on the same day.
In view of the service demand during summer holidays, additional special service sessions were provided by the Department on 15 and 22 July 2023 to facilitate members of the public to collect their travel documents. Members of the public could collect their HKSAR passports or other travel documents at the offices concerned during the special service sessions without making prior appointments and on a first-come, first-served basis with no quota limit.
The Department has been actively utilising innovative technologies to serve the public. Following the commencement of the Births and Deaths Registration (Amendment) Ordinance 2023 on 31 March 2023, the Department introduced electronic services for online registration of births and deaths on the same day. Eligible informants may complete the registration of births or deaths entirely online without having to attend a registry in person. Upon completion of the registration of births or deaths, the informants may choose to collect the relevant certificates by post or in person at the registries.
To further enhance the service and convenience for Hong Kong residents in distress or in need of assistance outside Hong Kong to contact the Assistance to Hong Kong Residents Unit (AHU), in addition to the introduction of the 1868 Hotline Network Data Call function in 2021 and the Online Assistance Request Form in 2022, the Department has additionally provided the 1868 WhatsApp assistance hotline from 3 April 2023 onwards for Hong Kong residents in distress outside Hong Kong to contact the AHU for assistance by messaging (852) 1868 via the WhatsApp application.
The Pilot Scheme for STV is implemented with effect from 1 June 2022. It aims to provide immigration facilitation for visitors participating in short-term activities in designated sectors, and hence facilitating business and raising Hong Kong’s international profile. Under the Pilot Scheme, host organisations authorised by the relevant government bureaux/departments can 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.
With effect from 1 February 2023, the Pilot Scheme for STV has been expanded to cover 12 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 caring quality services, the Department introduced the 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 is about to expire, so that they can arrange for the completion of relevant formalities early. In addition, the Department introduced electronic services for registration of births and deaths in March 2023. Apart from using the “e-ME” form filling function, “iAM Smart+” users can also verify the registration information online and perform the digital signing function 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.
The Department 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 the facial recognition technology. The entire process enables Hong Kong residents to reduce contact with shared equipment, thereby enjoying a faster, more convenient and hygienic immigration clearance service in a self-service manner.
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 the HKSAR passport, HKSAR Document of Identity for Visa Purposes or Hong Kong and Macao Residents Entry and Exit Permit (commonly known as “Home Visit Permit”), are eligible to use “Flight Token e-Channel” service. When using the “Flight Token e-Channel”, eligible Hong Kong residents only need to face towards the cameras and complete the departure clearance for 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 been making good use of technology and adopted various measures to optimise its service quality and enhance the handling capacity of control points. To further enhance the clearance efficiency of control points, with effect from 29 April 2023, the Department has adjusted the eligible age for holders of electronic Exit-entry Permits for travelling to and from Hong Kong and Macao for using the e-Channel service from 16 years old or above to 11 years old or above so as to allow more visitors to use the fast and convenient e-Channel service for self-service immigration clearance.
To allow more Hong Kong residents to enjoy convenient and efficient self-service immigration clearance service, the e-Channel service has been extended to foreign domestic helpers, non-local students and imported workers with effect from 21 July 2023. The above categories of Hong Kong residents aged 11 or above holding smart identity cards may use the Contactless e-Channel service by simply downloading the Department’s “Contactless e-Channel” mobile application free of charge for enrolment using a smartphone with biometric authentication technology. Upon completion of the enrolment, they can use the encrypted QR code generated from the “Contactless e-Channel” mobile application or their smart identity cards to enter the e-Channel, and then verify their identities with the facial recognition technology for self-service immigration clearance.
The Immigration Department Mobile Application provides a wide range of immigration-related services, including application submission; appointment booking; form filling; submission of supplementary documents and information; making payments; “e-Visa” enquiry and downloading; making enquiries on application status, tag status and the latest information on the estimated passenger waiting time at major land boundary control points; calling the 1868 Hotline using network data; submitting the Online Assistance Request Form; learning about the “Contactless e-Channel” service; enrolling for the I-RemindU Service; and obtaining other information. From April 2023 onwards, Hong Kong residents in distress outside Hong Kong may seek assistance from the AHU by messaging (852) 1868 via the WhatsApp 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. For details, please visit the Department’s web page (www.immd.gov.hk).
Besides, 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 Immigration Tower, 7 Gloucester Road, Wan Chai, Hong Kong 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.
