Performance Pledge

Services Delivered

The performance pledge of the Census and Statistics Department (C&SD) covers the following major services :

A.Provide the public with timely and quality statistics

The C&SD aims to provide high-quality statistical services, contributing to the social and economic developments of Hong Kong.

1. Press releases, publications and related statistical products
   
   One of the key responsibilities of C&SD is to produce timely and quality statistics for the public.  For statistics of common interest, the department issues press releases to the media.  The schedule of regular press releases on statistical data in each calendar year is announced to the media and the public in September of the preceding year.
   
   The department also produces different types of publications and related statistical products (including statistical tables and charts).
   
   You are welcome to contact us for assistance in case the required statistics cannot be found from the publications and related statistical products or this website.
    
2. Performance targets  

   Type of service	Performance target
   (i) To attend to visitors to the department	within 5 minutes
   (ii) To provide data for enquiries on small volume of data that can be easily retrieved :
   For trade statistics	within 0.5 working day
   For other statistics	within 1 working day
   (iii) In respect of requests for large volume of data that are readily available:
   To provide a quotation of the payable charge	within 2 working days
   To make available the required data upon receipt of a firm order
   For trade statistics	within 2 working days
   For other statistics	within 4 working days
   (iv) In respect of requests for data that are not readily available and require special compilation efforts:
   To provide an estimate of the time required and a quotation of the payable charge	within 3 working days

 

B.Facilitate the supply of information by the public for the compilation of statistics

The compilation of accurate and timely statistics by C&SD mainly counts on the support and cooperation of data suppliers in furnishing raw data and related information.

1. Submission of import/export declarations and cargo manifests
   
   The department compiles trade and related statistics based on the information reported on import/export declarations and cargo manifests.  If you encounter any questions or difficulties in completing your import/export declaration forms or cargo manifests, you may contact us for assistance.


2. Supply of information required in statistical surveys
   
   The department conducts household and establishment surveys to collect data for compiling social and economic statistics.  Notification letters will be sent to sampled quarters or establishments.  Respondents can supply data through various channels stated in the letter (e.g. online questionnaire, telephone interview or personal visit by our field staff).


3. Performance targets

1. Type of service	Performance target
   (i) In respect of submission of import/export declarations and cargo manifests :
   To handle simple enquiries by telephone or personal visit	within 4 minutes
   To handle more complex enquiries by telephone or personal visit	within 1 working day
   To reply simple written enquiries	within 1 working day
   To reply more complex written enquiries	within 3 working days
   To issue notices for outstanding import/export declarations	within 1.5 months *
   (ii) In respect of supplying information required in statistical surveys :
   To answer general telephone enquiries	immediate
   To reply written enquiries	within 3 working days
   To arrange personal visits by field staff to assist in completing survey forms	within 2 working days
   To change appointment time for personal visits by field staff	within 2 working days

2. * Figure refers to the average time required for issuing notices for outstanding import/export declarations.

Service Environment

The department is committed to assuring that information in respect of individual persons, households or companies, which we treat as confidential, is not divulged to any other parties.
 

Enquiries, Suggestions or Complaints

The department welcomes any comments or suggestions on the above services for further enhancing the quality of our services.

If you have any enquiries, suggestions or complaints on our services, please contact our Service Managers.  All enquiries and complaints will be handled expeditiously.  We pledge to answer simple oral enquiries on the spot.  For complicated oral enquiries, written enquiries or complaints, at least an interim reply will be given within 5 working days, and a substantive reply within 4 calendar weeks normally.
 

Right of Appeal

If you feel that your complaint has not been handled adequately or needs further review, you may contact our Complaints Liaison Officer.
 

Further Information

Please feel free to contact us if you want to obtain further information on the range of our services.
 

Other Services

Proper understanding of the concepts and definitions of different kinds of statistics is imperative for their correct interpretation and application.  We are also prepared to give advice on the interpretation and application of statistics so as to maximise the utility of the relevant statistics to users.  If assistance is required, please contact our Service Manager (General).