Performance Pledges
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.
User Account Opening/ Registration
Process user account application (online application)
within 1 working day
Review and endorsement of EdCity School Account and EdCity 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
Annual system availability of
99.9% or above
Inform user of scheduled maintenance work/ service suspension of web server
7 days in advance
Resume web service in case of system failure
within 2 hours (excluding
uncontrollable factors)
Customer Service
Respond to voicemail enquiries at the hotline and online chat (recorded before 3pm on working days)
Reply within 3 hours
Respond to voicemail enquiries at the hotline and online chat (recorded after 3pm on working days)
Reply before 12nn on the next working day
Handle written (including emails) enquiries
Within 3 working days
Handle written complaints
Issue acknowledgement within 3 working days and reply within 10 working days
Publication of Annual Report
Within 4 months after the end of the financial year