Hong Kong Education City is committed to providing teachers and the public with high quality services. We take great concerns on user comments and satisfaction. In order to enhance our services and satisfy the needs of users, we set out the following targets.
| Category | Service | Target | ||
| User Account Opening/ Registration |  |
Process user account application (online application) | |
within 1 working day |
|
Review and endorsement of School Account and Principal Personal Account application (written application) | |
within 3 working days upon all the required information and supporting document being received | |
| Web Service | |
Provide accessible and stable web service | |
99.9% (24 hours every day and 7 days in every week in normal operation) |
|
Inform user of scheduled maintenance work/ service suspension of web server | |
14 calendar days in advance | |
|
Resume web service in case of system failure | |
within 2 hours (excluding un-controllable external factors) | |
| Customer Service | |
Response to voicemail enquiries at the hotline (recorded before 3pm in working days) | |
reply within 3 hours (starting from the recorded time) |
|
Response to voicemail enquiries at the hotline (recorded after 3pm in working days) | |
reply before 12pm on the next working day | |
|
Handle written (including emails) enquiries | |
within 7 working days | |
|
Handle written complaints | |
issue acknowledgement within 3 working days and reply within 20 working days | |
| Publication | |
Publication of annual report | |
4 months after the end of financial year |