Performance Pledge
Vision, Mission and Values
Our Vision
We will be the foremost immigration service in the world in effectiveness and efficiency.
Our Mission
We will contribute to the security and prosperity of Hong Kong by:
- exercising effective immigration control
- facilitating the visit of genuine travellers
- keeping out undesirables
- preventing and detecting immigration-related crimes
- issuing to residents highly secure identity cards and travel documents
- providing efficient civil registration services for births, deaths and marriages
We will provide quality service without discrimination and treat each member of the public with respect, consideration and compassion, irrespective of disability, sex, marital status, pregnancy, family status, race, nationality and religion.
Our Values
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Integrity and Impartiality
We will faithfully apply our policies and practices with impartiality and honesty, and will uphold our high standards of integrity at all times.
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Courtesy and Compassion
We will treat each member of the public with respect, consideration, courtesy and compassion. We will be empathetic, appreciative of different perspectives and flexible in the application of policies to meet specific needs.
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Care and Cohesion
We will adopt people-based management to care for our staff's need and development, enhance communication, cultivate harmony and trust, and build a professional team with high morale and cohesiveness to serve the public.
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Alertness and Awareness
We will remain sensitive to ever-changing social, economic and political environment, assimilate trends and realign our business strategies and operational procedures to meet new challenges.
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Improvement and Illumination
We will continuously strive for excellence in whatever we do and seek to be the role-model for other immigration services worldwide.
Preface
This booklet 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.
1. Review on Achievement of Targets Set for 2019
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 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 2019, which covered services delivered at immigration control points; births, deaths and marriage registries; registration of persons offices; Smart Identity Card Replacement Centres; issuing offices of travel documents, visas and permits.
Results of the review show that in 2019, all control points 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, Tuen Mun Ferry Terminal, Kai Tak Cruise Terminal, Lo Wu, Hung Hom, Lok Ma Chau Spur Line, Express Rail Link West Kowloon, Man Kam To, Sha Tau Kok, Lok Ma Chau, Shenzhen Bay 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.
We were able to achieve most of our performance targets for the issue of travel documents, visit permits and entry visas.
The performance standards set for handling nationality-related applications, processing registration of births, deaths and marriages and registration of persons were generally achieved.
2. Services Covered
The performance pledges for 2020 cover the following services :
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.
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: |
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 |
|
Remarks: |
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 |
| Territory-wide Identity Card Replacement Exercise - Replacement of a Hong Kong Identity Card | 30 | 7 working days |
|
Remarks: |
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: |
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: |
3. Performance Standards and Targets
The Department is committed to providing efficient and courteous service to members of the public while at the same time maintaining effective immigration control. The table at the back of the Performance Pledge booklet sets out the standard processing times and due dates 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.
4. Effective Monitoring
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.
5. Service Enhancement
The Department launched the replacement exercise on 27 December 2018 for Hong Kong residents to have their existing smart Hong Kong identity cards (HKICs) replaced in phases at nine Smart Identity Card Replacement Centres (SIDCCs) set up across the territory. In order to provide more convenient and efficient service for the public, the Department has made good use of technology to allow members of the public to make appointments and prefill forms on the Internet or through the Hong Kong Immigration Mobile Application. Self-service registration kiosks and self-service collection kiosks are also available at the SIDCCs. As compared with the last replacement exercise, the registration processing time at the SIDCCs has been reduced from 60 minutes to 30 minutes. Meanwhile, the processing time for the issuance of a new smart HKIC has also been shortened from 10 working days to 7 working days.
Facilitation measures have also been introduced in the replacement exercise whereby holders of smart HKICs are allowed to bring along family members or friends aged 65 or above for HKICs replacement in the same trip. This arrangement has later been extended to persons with disabilities (PWDs), enabling elderly persons and PWDs to replace their HKICs with their family members and friends.
Furthermore, since 3 May 2019, the on-site identity card replacement service has been implemented in phases at over one thousand residential care homes for elderly persons and PWDs throughout the territory to provide on-site HKIC registration and delivery services so that they can have their HKICs replaced without travelling to SIDCCs.
The Department introduced the new e-Passport and e-Doc/I on 14 May 2019. The new e-Passport and e-Doc/I continue to be produced in compliance with the standard of the International Civil Aviation Organization, with further enhanced security features. Moreover, the time required for processing applications of HKSAR Passport and Document of Identity for Visa Purposes has been shortened from 10 to 5 working days; whereas the time required for processing applications of HKSAR Passport for children under 11 not holding a Hong Kong permanent identity card has been shortened from 14 to 10 working days.
To further enhance our service standards, with effect from 14 May 2019, eligible applicants may submit HKSAR Passport applications at the Travel Document Submission Kiosks installed at the Immigration Headquarters and Immigration Branch Offices. The new kiosks are equipped with a self-service photo-taking function. Applicants may choose to take personal photos free of charge or scan the photos brought by themselves for passport printing. The kiosks also support Octopus payment function, providing an additional payment option for the public.
To provide further travel convenience for residents and visitors, Hong Kong has implemented the 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.
Members of the public and other users can access the following e-services via GovHK website (www.gov.hk) to:
Besides, the public can access the Registration of Outbound Travel Information service through the MyGovHK portal to receive updates on Outbound Travel Alert and related public information from the HKSAR Government.
The Department has launched an official YouTube Channel, "Hong Kong Immigration Department", to give the public access to information on the services and activities of the Department anytime and anywhere.
Video clips uploaded to the channel are grouped under three categories, namely “Easy Access”, “About Us” and “Departmental Activities”. Under the “Easy Access” category, the Department has produced a series of videos which features services most commonly used by the public and their respective application requirements and procedures. For the other two categories, short videos introducing our work and activities have been uploaded, offering another avenue for the public to know more about our work.
The Hong Kong Immigration Mobile Application provides immigration-related services, such as making, changing/cancelling or enquiring about appointments for application for a smart Hong Kong identity card or an HKSAR travel document; providing the latest information on the estimated passenger waiting time at major land boundary control points; and submitting HKSAR Passport applications.
6. Suggestions and Comments
At our registries and offices, we have posted notices to set out our performance standards and channels of communication with members of the public. We welcome any suggestions or comments on the way in which our services are delivered. These should be addressed to Immigration Department at Immigration Tower, 7 Gloucester Road, Wan Chai, Hong Kong or sent by e-mail at [email protected].
There will 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 such an explanation or if you feel that your case has not been dealt with adequately, you may:
- raise it on the spot to the officer-in-charge; or
- telephone our Customer Services Unit during office hours on 2829 4141 or 2829 4142 ; or
- write to Chief Immigration Officer (Management Audit)
- by mail at Immigration Tower, 7 Gloucester Road, Wan Chai, Hong Kong ; or
- by e-mail at [email protected] ; or
- by fax at 2827 0662
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 adequately, you may write to the Director of Immigration at the mailing or e-mail addresses given above.
7. Enquires and Website
Further information on our services can be obtained through:
- enquiry hotline: 2824 6111;
- mail: Information and Liaison Section, Immigration Department, Immigration Tower, 7 Gloucester Road, Wan Chai, Hong Kong;
- e-mail: [email protected];
- fax: 2877 7711; or
- website: www.immd.gov.hk
